Finding our way with design thinking at University of Sydney

ALIA Information Online 2015 Conference, 2-5 February Sydney : at the edge.
This conference paper discusses Design Thinking (DT) as an innovative way to approach the issues that arise with varied and changing situations currently facing libraries, with particular reference to the academic library setting.  DT draws on discourse from a diverse range of disciplines to provide a methodological framework for user-centred problem solving (Dorst, 2011).

Digital library development in Australia

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

This conference paper has three purposes: to give an overview of the Australian digital collections as they stand today; discussion of the marketing of digital collections tied to a pilot study that the authors have undertaken and finally, to discuss assessment and evaluation of what users’ desire in a digital collection. 

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

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.


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