NOV 19

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.

Join us for a two-part webinar series with design experts from Margaret Sullivan Studios 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

And coming in February, the second session will lead you through the next steps of service design, in Envisioning Future Library Experiences. Registration for this session will open in December.

Tweet: #wjwebinar

Note: This is a 90-minute webinar

Access Recording

  • View Webinar Recording (Coming Soon)

Webinar Attachments

  • View slides (pdf) (Coming Soon)
  • View chat (xls) (Coming Soon)
  • View captions (txt) (Coming Soon)
  • Learner Guide (doc) Use alone or with others to extend your learning. (Coming Soon)

Related Resources and Links

Register to attend


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