Mapping researchers’ publishing journey, blueprinting service operations and co-designing a vision for our future Repository Background In the dynamic world of academia, the TU Delft Library plays a vital role in supporting researchers’ academic pursuits and the sharing of research findings. To achieve this mission, the library offers a range of services, from guiding researchers..
Category: service design
In our role as a service design team, we have been in a collaboration with various stakeholders, namely service owners, domain experts, team heads and management team, over the past few months. Throughout this experience, we have identified a common challenge faced by many service teams: most of the service teams struggle to keep up..
Step into our library, and you’ll discover a world of knowledge and history waiting to be explored. Our shelves are not just filled with books. They are home to a wide collection of academic treasures, including both physical objects and intangible knowledge. From ancient maps to the very first computer that sparked a technological revolution,..
At the beginning of this year, two workshops took place with library staff to discuss the future of the TU Delft Library website(s) and to gain insight into the usage and needs of the users. The aim of these workshops was to inform staff of the work on the TU Delft Library website project and..
A session with MT took place at the beginning of the new year to align the strategic direction for 2023. At the session we gathered their inputs on the following 3 subjects: 1.Finalizing User Journey Framework Figure 1. The MT were fine-tuning the user journey framework Figure 2. The final version of the User Journey..
At the Service Design day of the TU Delft Library multi-disciplinary participants, crossing functions, crossing teams engaged with service design. Management, team heads and service owners, each brought in his/her super power (e.g. The Talisman: help students find study material, Lady Chatterbox: translating dreams into language, The Clarifier,: never afraid to ask dumb questions, Musselman:..
The new service design team kicked-off in the summer of 2022. We help the library to see their services from the customer point of view, balancing the needs of customers and that of the organization to create a friendly and quality service experience. Our approach is rooted in human-centered-design, following the double diamond model* we..