Service Design
23rd March 2009
CIID/DKDS pilot year
Eilidh, Adam, Sid

1. awareness: library-hotel
The library wants to promote more about danish culture to foreign visitors
and play a role in speading knowledge to a wider audience, so they offer a
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collaborative service to hotels. The libraries target hotels directly to tell them
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about the service they would like to offer. they show them how the system
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initial service experience would work.
library-hotel The hotel can see what the library will offer to them as a service:
-A website for hotel guests to order books through
-a system to keep track of the guests borrowed material
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(Before the end customer, the visitor to -a delivery and pick up service betweent the library and hotel.
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Copenhagen is involved)
-The representatives from the library system
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-Printed material given to the hotels to make them understand what services the
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library can offer.
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-The library website that will be used for customers to order their books
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2. evaluate and commit: library-hotel 3. learn and implement: library-hotel
The library must try and convince the hotels that the collaborative service will -The library must create a system that would track which books were on loan to
create benefits for the end user, the visitor to copenhagen, and in turn this which hotels.
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will bring benefits to both the hotel and library. They will be part of helping -they would need to implemetnt a system that is continually process the orders
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promote denmark as a leading city of knowledge spreading, not only to though the website directly from the hotel customer and via the hotel reception.
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danish citizens. -A delivery system between the hotels and library for the books would have to
be implemented.
The Hotel needs to decide whether to sign up for the service the library can offer At this stage the hotel has to develop how they can use the services that the
them. They need to decide whether the monthly investment for the service will library has offered them into their existing infrastructure. They will have to
add more value to their hotel in the eyes of their potentail customers.
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produce printed material to explain how to use the service to their customers
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and add links from their website to the ‘book yor book’ website, so they can
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order books online
-The representatives from the library system -printed flyer explaining to hotel cusomers about how to use the service
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-Printed material given to the hotels to make them understand what services the
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-links from hotel websites to the library ‘book your book’ website
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library can offer.
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-forms of agreement between the library and hotel
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-Any legal documents needed to complete the agreement
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service experience
library-hotel-customer
(When the service is fully set up and the hotels
and library are collaborating

4. using the service : library-hotel-customer
choosing books
awareness: hotel-customer receiving the books changing the books returning the books
learning about the service
-book pack in hotel
-door hanger form -pre-paid envelope if
-information flyer given to guest on -information flyer given to guests -door hanger form
-confirmation email room: requested books, guests choose to post
arrival at the hotel with details on on arrival at the hotel -any new books/media
printed
(to visitor and hotel) recommendations it back later
the different ways to reserve, they receive
contains name of bookmark, city map & -hotel bill if they
change and return books -temporary library card
books, date wanted, complimentary postcard, choose to buy the
(for use in library)
ref.No temporary library card book or have lost it
touchpoints
-link from hotel homepage after ‘book your book’ website: provide -´book your book’ -’book your book’
web based
booking your room all the information about the website: can browse website
-reminder about the service within service by title, category, or
your booking confirmation email by the ‘danish
classics’
-librarian if they decided -librarian if they decide -receptionist at the
-hotel receptionist who reminds -librarian
-receptionist at the hotel can
to pick up themselves to choose books at the hotel (return books on
the customer about the service -book ‘room service’
provide more information on how
people
from the library library. check-out)
on arrival (over the phone)
it works
-library delivery guy -book ‘room service’ -librarian if guests
-library staff
-hotel staff if they bring (over the phone) return books directly
it to the guests room -library delivery guy
-the hotel checks that
-the hotel allows the -the hotel will notify
-hotel provides entry point for -the hotel will process
-the hotel staff are on hand to all the books are
customers to order the guest when there
the customer to reserve books new orders placed by
help their guests no more about returned either on
hotel role
(new) books books have arrived
through the hotel homepage- the guests through
the book service, and explain check-out or via post, if
through room and bring them to
website link or reminder the order form or
how it works they have been lost or
service or by using their room if they
email(with link) book ‘room service’
are not returned by the
a fill out form,they order them over the and notify the guest
agreed date the guest
will send the book ‘room service’
-receptionist reminds customers when these books
is charged for the book
request to the
about the service on arrival and have arrived at the
through their credit
library for the
provides them with an hotel
card, so the library can
guest
information flyer
be reimbursed
the ‘book your book’ website allows the guest to find out about the service, choosing, changing and reserving books.
when a book is reserved they send confirmation to the guest and transfer
the data to the hotel records.
library role
library processing orders, delivering and picking up books from the hotel on the required dates
carrying out face to the library checks that
face transactions if all the books have
the hotel guest been returned by the
comes directly to the required date, and
library to change their charges the hotel if
books this is not the case

5. benefits: library-hotel-customer
-the library will be seen as a public institution that does not only provide for
tax payers, and people living within Denmark. They will be part of spreading
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danish culture and knowledge to visitors to Copenhagen and helping
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Denmark be the best country to promote knowledge and learning.
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a future scenario
-The hotel can use this new service they offer, as a selling point to potential
customers. So when customers are looking at what hotel to choose they will see
people-books-network
the books service logo along side the Wi-Fi, swimming pool etc. they can
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promote it as a exclusive service they provide, that not all hotels do.
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-by knowing what books their guests are interested in, the hotel can also gain an
who would be the stakeholders?
insight into other services thy could provide specific to their guests interests.
-customers receive a very personal service right to their hotel room if they
wish....appearing free of charge. It wil also allow them to find out more about
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danish culture and use the amazing resources that the danish public libraries
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offer.
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6. quiting: library-hotel-customer
-As the library is the main provider of the infrastructure for this service,they will
have to notify all the hotels they provide to if they wish to stop (with an agreed
period of notice) By stopping this service they will reduce their amount ot
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customers and any profit they receive from the hotels business.
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For the library to quit they must give adequate notice to the library (would be in
a contract) however they will then not have the full resources of the library that
they can offer their guests. If they were ti create their own book service it would
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be far more limited. After quitting they will have to get rid of any promotional
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hotel material that offers the book service to their guests
-as the service the customer is receiving is part of their hotel service they are
paying for it is completely optional there for they can easily stop using the
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service at any point. The simpliest way to do this is to return any book or library
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media they have to the reception at their hotel.
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core values
library: seen as a public institution that does not only provide for tax payers, and people
living within Denmark. They will be part of spreading danish culture and knowledge to
visitors to Copenhagen and helping Denmark be the best country to promote knowledge
and learning
hotel: can use this new service they offer, as a selling point to potential
customers. So when customers are looking at what hotel to choose they will see the books
service logo along side the Wi-Fi, swimming pool etc. they can promote it as a exclusive
service they provide, that not all hotels do.
by knowing what books their guests are interested in, the hotel can also gain an insight into
other services thy could provide specific to their guests interests.
hotel guests: receive a very personal service right to their hotel room if they
wish....appearing free of charge. It wil also allow them to find out more about danish culture
and use the amazing resources that the danish public libraries offer.