Service Design Methods: Improving the User Experience Across Touchpoints

How do you know that your digital library services are meeting the needs and expectations of your customers? In this talk, provided free of charge for library workers in the state of Florida, you will learn key service design techniques that focus on optimizing every interaction a customer has with the library—from seamless book checkouts to easy event registrations, efficient study room bookings, and simplified access to digital journals. Attendees will learn how to create a more intuitive and cohesive experience across all library touchpoints, fostering a more accessible and responsive environment for the people it serves.