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Posts tagged with Service Design

Showing 11 - 15 of 15 items
Person handing a book to another person
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  • Merrie Fuller
Increasing Access to Document Delivery Through Ongoing Data Analysis
Document Delivery provides traditional Interlibrary Loan Borrowing service, and scanning and delivery service for books and articles from material owned by the U-M Library. As a result of a successful pilot to provide free Local Document Delivery for faculty and graduate students, the department next sought to change the fee-based service for undergraduate students and staff. Departmental managers wondered: What would happen if we made scanning and delivery service free for these patron groups?
Tiny Studies
Composite image of photos of individuals.
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  • Robyn Ness
Personas: A Classic User Experience Design Technique
Personas are employed in user experience design work to help design teams create or improve systems, spaces, and services with targeted populations in mind. Libraries use personas as archetypes to maximize effective library user experiences. This is the first of two posts about the creation and use of personas in the U-M Library.
Tiny Studies
Flyer which encourages participation in intercept interview: 10 minutes for a chance at 10 dollars.
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  • Denise Leyton
Integrating Feedback on the Fly: Intercept Interviews
When developing or reconsidering a library service, sometimes you can get stuck in your head. You go back and forth with your colleagues proposing different ways of doing things. You model out different scenarios, do an environmental scan, read the literature, weigh pros and cons but you still can’t decide how to proceed. A great way to figure out how to move forward is to go to your users for feedback by employing intercept interviews.
Tiny Studies
Ask a Librarian service contact methods: IM, email, text, phone
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  • Karen A Reiman-Sendi
The Value of Being Virtual: User Feedback on Email and Instant Messaging Reference Services
Ask a Librarian email and instant messaging (IM) service providers targeted current users of our virtual reference services during 2016-2017, to gather feedback about our online research and reference service. We wanted to know more about users' motivation for seeking help via email and via IM, as well as users' satisfaction with their online interactions. Additionally, we were interested in gathering users' ideas for future IM service enhancements.
Tiny Studies
A picture of six different spaces in different University of Michigan library locations showing students studying, in the Bert's study lounge, in the stacks as well as a picture of the 2nd floor of the Duderstadt Center and an exterior shot of Tappan hall.
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  • Denise Leyton
What's Happening in Our Library Spaces?
There are many ways to record and analyze what is happening in the University of Michigan libraries over time. The more we understand how users are engaging with our spaces, the more we can do to meet their needs. But how do you get a handle on such a big question (library space use)? What data do you collect and how do you break it down?
Tiny Studies