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Reimagining Library Services with Service Blueprinting

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Conference presentation at the 2017 Pacific Northwest Library Association annual conference. Using the user experience and service design technique of service blueprinting, we share a case study of how we updated an existing public service for specialty printing.

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Reimagining Library Services with Service Blueprinting

  1. 1. While you get settled... Please take a moment to answer the question on the first page of you packet: WELCOME! WHAT IS A SERVICE AT YOUR LIBRARY THAT YOU WOULD LIKE TO THINK MORE ABOUT? WHAT IS A SERVICE AT YOUR LIBRARY THAT YOU WANT TO EXAMINE OR THINK MORE ABOUT?
  2. 2. SERVICE BLUEPRINTING R E I M A G I N I N G L I B R A R Y S E R V I C E S T H R O U G H JACQUELINE FRANK & TAYLOR SCHULTZ PNLA 2017
  3. 3. Computer Support Specialist, Learning and Research Services at MSU Library JACQUIE TAYLOR Another Computer Support Specialist, Learning and Research Services at MSU Library
  4. 4. C O M P A N Y . C O M JACQUIE, TAYLOR & STEVE, PRINTER IN ABSENTIA
  5. 5. ''A SERVICE BLUEPRINT IS AN OPERATIONAL PLANNING TOOL THAT PROVIDES GUIDANCE ON HOW A SERVICE WILL BE PROVIDED, SPECIFYING THE PHYSICAL EVIDENCE, STAFF ACTIONS, AND SUPPORT SYSTEMS / INFRASTRUCTURE NEEDED TO DELIVER THE SERVICE ACROSS ITS DIFFERENT CHANNELS.''                                                                    -Learning Space Toolkit
  6. 6. WHAT PROBLEM ARE WE SOLVING? Specialty Printing: A Case Study Large format printing services were: cumbersome, stressful (for employees and patrons), time-consuming, wasteful for supplies and personnel, etc. We needed to reimagine our specialty printing service to be more consistent.
  7. 7. WHY IT HELPS? Background of SP Physical artifact, operational tool/snapshot, not a research tool, but iterative (on-going)
  8. 8. "THE ACTIONS OF THE CUSTOMER ARE CENTRAL TO THE CREATION OF THE BLUEPRINT, AND AS SUCH THEY ARE TYPICALLY LAID OUT FIRST SO THAT ALL OTHER ACTIVITIES CAN BE SEEN AS SUPPORTING..."                                                              -Bitner et al (2008)
  9. 9. OUR BLUEPRINT GOES DIGITAL
  10. 10. 4 . M a p t h e a c t i o n s o f t h e c o n t a c t e m p l o y e e ( f r o n t s t a g e a n d b a c k s t a g e ) a n d / o r t e c h n o l o g y a c t i o n s .   5 . L i n k t h e c u s t o m e r a c t i v i t i e s t o t h e a n y s u p p o r t p r o c e s s e s .   6 . A d d p h y s i c a l e v i d e n c e f o r e v e r y c u s t o m e r a c t i o n s t e p .   1 . I d e n t i f y t h e s e r v i c e t o b e b l u e p r i n t e d . 2 . I d e n t i f y t h e c u s t o m e r s t h a t e x p e r i e n c e t h e s e r v i c e . 3 . M a p t h e s e r v i c e p r o c e s s f r o m t h e c u s t o m e r ’ s p e r s p e c t i v e . ( M a p t h e s e r v i c e a s i t h a p p e n s m o s t o f t h e t i m e . ) LET'S DO IT! Hands on time.  Pretlow & Sobel, 2015, p. 3
  11. 11. WHAT HAPPENS NEXT? Background of SP Different stages of project timeline. What we're doing now with this tool and service.
  12. 12. CITATIONS & RESOURCES Bitner, M., Ostrom, A., & Morgan, F. (2008). Service Blueprinting: A Practical Technique for Service Innovation. California Management Review, 50(3), 66-94. Learning Space Toolkit. Pretlow, C., & Sobel, K. (2015). Rethinking Library Service: Improving the User Experience with Service Blueprinting. Public Services Quarterly, 11(1), 1-12.
  13. 13. C O M P A N Y . C O M QUESTIONS?

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