Journey maps and customer hacks: redesigning services at the State Library of Victoria

Creator
Hyde, Justine; Flynn, Bridie; Conyers, Ben
Description

ALIA Information Online 2015 Conference, 2-5 February 2015 Sydney : at the edge

This conference paper discusses a redesigned service model is based on eight foundation service principles. The new service model articulates a future state for us to work towards. We have designed service zones that are aligned to designated library spaces. We have redesigned our service processes to make them simpler for staff and easier for the customer. Our new service model brings together the physical and digital to create an integrated customer experience of the library.

 

Publisher
Deakin, ACT : Australian Library and Information Association
Date
2015
Type
Format
Identifier
Language
en
Relation
http://repo.alia.org.au/sites/default/files/documents/online_conference_2015.pdf
Coverage
Victoria
Rights
Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License