Single Service Point: It's All in the Design

"Design thinking" principles from a leading design firm, IDEO, were key elements in the planning process for a one-desk service model, the ASK Desk, at the John A. Prior Health Sciences Library. The library administration and staff employed the methodology to enhance customer experiences,...

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Bibliographic Details
Published in:Medical reference services quarterly 2008-09, Vol.27 (4), p.367-378
Main Authors: Bradigan, Pamela S., Rodman, Ruey L.
Format: Article
Language:English
Subjects:
Architecture
Consolidated services
Consumer Behavior
Design
design thinking
Educational Technology
Efficiency, Organizational
Environment Design
Health administration
Help desks
Humans
Information Storage and Retrieval
Information Systems
Interior Design and Furnishings - methods
Libraries, Medical - organization & administration
Library Services - supply & distribution
Medical libraries
Models, Organizational
Ohio
one service desk
Organizational Case Studies
Planning Techniques
Reference services
single service point
space utilization
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Description
Summary:"Design thinking" principles from a leading design firm, IDEO, were key elements in the planning process for a one-desk service model, the ASK Desk, at the John A. Prior Health Sciences Library. The library administration and staff employed the methodology to enhance customer experiences, meet technology challenges, and compete in a changing education environment. The most recent renovations demonstrate how the principles were applied. The concept of "continuous design thinking" is important in the library's daily operations to serve customers most effectively.
ISSN:0276-3869
1540-9597
DOI:10.1080/02763860802367755