Service Blueprinting: A Method for Assessing Library Technologies within an Interconnected Service Ecosystem

Service blueprinting is a method for designing, assessing, and improving services. This article provides a practical overview of the service blueprinting process for library technology services. We begin by outlining the recent conversation around library technologies, service design, and service bl...

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Bibliographic Details
Published in:Public library quarterly (New York, N.Y.) N.Y.), 2020-05, Vol.39 (3), p.190-211
Main Authors: W. H. Young, Scott, Mannheimer, Sara, Rossmann, Doralyn, Swedman, David, Shanks, Justin D.
Format: Article
Language:English
Subjects:
Case studies
Libraries
Library technology
service blueprinting
Service design
service ecosystem
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Summary:Service blueprinting is a method for designing, assessing, and improving services. This article provides a practical overview of the service blueprinting process for library technology services. We begin by outlining the recent conversation around library technologies, service design, and service blueprinting. We then detail an iterative case study for the creation process of a service blueprint, followed by a discussion of the service insights and improvements that resulted from this activity. We conclude by offering a set of recommendations for creating and analyzing service blueprints. Ultimately, the service blueprint is a useful tool for understanding the operation of a service, and for situating that service within a broader and interconnected library ecosystem.
ISSN:0161-6846
1541-1540
DOI:10.1080/01616846.2019.1637222