Tag: service design

Service Design Methods: Improving the User Experience Across Touchpoints

Florida Library Webinars

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.

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Service Blueprinting 101

Service blueprinting, as a core component of service design, can be a helpful tool in the early stages of prototyping an idea.

I created this short presentation for the Innovation for Justice course and thought I’d share it here. It covers:

  • Why services are often complicated: variety of players, channels, and interdependencies
  • What service blueprints do: visualize processes across swim lanes
  • Characteristics of service blueprints: comprehensive, specific, iterative
  • Examples of service blueprints
  • Considerations for creating a service blueprint: your audience, level of fidelity, and goals

Also access the slide deck with notes.