1. Assessing the Library's Physical Services and Touchpoints
Service Design:
Assessing the Library's Physical Services and Touchpoints

2. Service Design. What is it?

3. Reference Desk
Circulation Desk
Virtual Reference
Website
Users

4. Three Phases
Observation
Understanding/Thinking
Implementing

5. Observation: Ethnographic Study

6. Observation: SUMA
Source:

7. Understanding: Customer Journey

8. Thinking: Prototyping

9. Thinking: Prototyping

10. Thinking: Service Blueprint
Source:

11. Implementation

12. Joe Marquez e:
z: joughm