Design thinking Presentation Library Association of Ireland
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Design thinking is an approach that brings together what is desirable from a human point of view, what is technologically feasible, and economically viable. It allows organizations to use creative tools to address challenges and transform the way they develop products, services, and strategy. Libraries are one place people still trust for information, but can be confusing spaces. Design thinking can help libraries empathize with users, visualize new ideas, test concepts, and create distinctive experiences through the customer journey to remain relevant organizations.
Design thinking Presentation Library Association of Ireland
- 2. Design Thinking Can transform the way organizations develop products, services, processes, and strategy. This approach, which IDEO calls design thinking, brings together what is desirable from a human point of view with what is technologically feasible and economically viable. It also allows you and your team to use creative tools to address a vast range of challenges.
- 3. Design Design is not just what it looks like and feels like. Design is how it works.” — Steve Jobs
- 4. Implications for libraries • Libraries are one of the few places that people still trust as valuable and relevant sources of information
- 5. • John Muir (1838-1914) • “When we try to pick out anything by itself, we find it hitched to everything else in the Universe.” John Muir
- 6. • Libraries can be as confusing as an airport terminal
- 7. Liquid expectations • Organizations are benchmarking against competitors • Customers are benchmarking against their experiences with other brands or services
- 8. Experiential Services Services where the focus is on the experience of the customer interacting with the organisation
- 9. Customer experience • An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event
- 10. The customer journey • A customer experience is built over an extended period of time, starting before the actual sales experience or transaction to include pre and post purchase experiences. • The journey consists of numerous touchpoints between the customer and the organization or the brand; these touchpoints need to be carefully designed and managed • Each touchpoint has a potential for innovation.
- 11. Customer/User Touchpoints • Each interaction delivers different information • An opportunity to show how we deliver value
- 12. Services as Journeys • Journeys include pre- and post purchase experiences • Physical and virtual journeys • Innovation can be the whole journey • Can also be part of a continuous stream of innovations to improve elements of existing journey
- 13. Service design • Service design is specifically talking about the design of services, which inherently is looking at the customer’s experience with a service as well as the organisational experience in delivering it.
- 14. Think about your users • What are their paths through your library? • What do they see? • What do they ignore?
- 15. Design Dimensions Behind the scenes • Environment • Library staff • External team • Service delivery process Customer Customer experience Other customers Front stage Administration support Resources
- 16. Find a boundary spanner
- 17. Taking action • Visualize ideas • Create customer journey paths • Involve people
- 18. Organisations that leverage a Design Mindset Make places and experiences distinctive Make Empathise with people in situationsEmpathise Stand in the future and prototype a better world Stand Imagine ideal usage experiencesImagine Sense and value what is newSense Grapple with ambiguity more comfortably than most Grapple Systematically test and iterate concepts until they get them right Test Simplify and clarify informationSimplify Dramatically affect preference and value Affect
- 19. Next steps Think about a small number of large changes or a large number of small changes
- 20. Want to know more? Contact us: [email protected] Call us on 0214651881 or mobile 0868169663 Tweet me @Really_Useful
- 21. Credits • UXLib.org • https://blogs.ifla.org/public-libraries/2015/01/13/design-thinking- toolkit-for-libraries-released/ • https://www.kennylyons.ie/portfolio-item/tullamore-central-library/ • https://hbr.org/1998/07/welcome-to-the-experience-economy • http://diytoolkit.org/toolkitting-transformation-by-remko-berkhout- josine-stremmelaar/ • https://www.accenture.com/ie-en/insight-expectations-vs- experience-good-bad-opportunity
Editor's Notes
- #6: the world is changing and we must adjust . The information age has amplified connectedness . Each iteration and development such as web, social, mobile, IoT increase the degree of connectedness. We need to see our organisations as ecosystems and understand how the systems works from the inside and from an outside perspective.