Who Are We Designing for and Why? Service Design Techniques for Responsive Libraries
The first in a two-part webinar series, this session will introduce design principles that can be used to enhance and improve future library services.
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Join us for a two-part webinar series with design experts from Margaret Sullivan Studio and Harmonic Design to learn techniques you can use to enhance and improve future library services. The sessions will show how design principles can lead to organizational collaboration, creativity, and adaptability. Participants will learn how to apply these principles to solve problems, foster 21st century skills, and generate customer loyalty to make your library essential to your community’s resiliency and recovery. The presenters will work with real-world, current case studies to demonstrate concepts and relevant applications to improve your library’s capacity to bring joy, vibrancy, learning experiences, and innovative opportunities to your communities!
In the first webinar, we’ll begin by asking, who are we designing for and why? How does service design enable you to create awesome experiences rooted in empathy, compassion, and storytelling? Explore how to apply intentional listening, deep observing, and deep learning to discover what your community members are thinking, feeling, and doing. This active and engaging session introduces concepts, methods and exercises such as:
- Directed Storytelling, a method for collecting community experiences and stories
- AEIOU, a framework for interpreting observations made during community discovery, and
- Customer Journey Mapping, techniques to break down the complexities of community members’ hopes, dreams, and aspirations.
Presented by: Patrick Quattlebaum, CEO, Harmonic Design; Leah Berg, Service Designer, Harmonic Design; Margaret Sullivan, Principal, Margaret Sullivan Studio; and Lyna Vuong, Senior Designer, Margaret Sullivan Studio
Register for Part 2: Envisioning Future Library Experiences: Service Design Techniques for Responsive Libraries, coming Thursday, February 18 at 3:00 ET.
- View Webinar Recording (You will be prompted to login to our free Course Catalog.)
- View slides (pdf)
- View chat (xls)
- View captions (txt)
- Learner Guide (doc) Use alone or with others to extend your learning.
- Harmonic Design and Margaret Sullivan Studio
- How a New Haven library is connecting residents to the city’s innovation economy, Margaret Sullivan, Brookings
- Building equitable cities: how to drive economic mobility and regional growth, by Janis Bowdler, Henry Cisneros, and Jeffrey Lubell
- Reimagining the Civic Commons
- Palaces for the People: how social infrastructure can help fight inequality, polarization, and the decline of civic life, by Eric Klinenberg
- How a Houston, Texas neighborhood center is using diversity to strengthen a neighborhood, Brookings
- Libraries That Matter, Project for Public Spaces, and see also, Thinking Outside: Libraries and Placemaking in Pandemic Times, with new perspectives from Project for Public Spaces
- Scavenger Hunt, Open House New York
- New Victory Theater Arts Break
- Bronx Community Relief Effort (Bx.C.R.E.)
- The Thinkubator
- Design for Experience Workshop Toolkit (pdf), Margaret Sullivan Studio
- Journey Mapping Template (pdf)
- AEIOU Template (pdf)
- WebJunction's, Beyond the Survey –Basket of Discovery Tools (pdf)
- Learn more about service design in the webinar, Strategic Planning in a Deeply Weird World: The Flexible Roadmap Field Guide Approach
- Additional books mentioned
- The service-dominant logic of marketing : dialog, debate, and directions, by Lusch and Vargo
- Community: the structure of belonging, by Peter Block
19 November 2020
3:00 PM – 4:30 PM
Eastern Standard Time, North America [UTC -5]
Webinar presenter Patrick Quattlebaum
Webinar presenter Leah Berg
Webinar presenter Margaret Sullivan
Webinar presenter Lyna Vuong
29 January 2021
05 February 2021
18 February 2021