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Find a Book! Unpacking Customer Journeys at Academic Library

Authors:
Alma Leora Culén
Andrea A. Gasparini

Keywords: service design; service design cards; touch points; innovation; customer journeys; academic libraries

Abstract:
Academic libraries are especially poised to serve knowledgeable and technologically advanced user population: students and researchers. The technological advances are dictating significant changes for academic libraries. This paper is concerned with building awareness within the library around the need to re-think its role in academic life, its use of technology and willingness to co-innovate with users. The paper reports from four workshops that aimed to explore existing and future services offered by the academic library. Library employees, students and researchers were participants in all workshops. The participants were first informed about service design and its tools, and then engaged in creating customer journeys, using service design cards. The set of cards used was an of-the-shelf product, modified for the purpose, introducing images specific to the library and allowing for rating of services in terms of their importance. The paper reports on our findings from these workshops. One interesting finding is that librarians still focus mostly on physical space and personal services, such as organization of courses in the library, while students and researchers almost exclusively think of digital services, related to literature they need for their work.

Pages: 89 to 95

Copyright: Copyright (c) IARIA, 2014

Publication date: March 23, 2014

Published in: conference

ISSN: 2308-4138

ISBN: 978-1-61208-325-4

Location: Barcelona, Spain

Dates: from March 23, 2014 to March 27, 2014