Presented at the 2018 LITA Library Technology Forum in Minneapolis, Minnesota.In Spring 2017, our library started to transform how it designs and implements its virtual and physical services iteratively through user and staff engagement and service design thinking. Service design is a user-focused technique that involves understanding and planning for user needs, service touchpoints, and employee and user workflows. This presentation will use a case study to illustrate how we integrated user needs, current and future library services, and technology in the redesign of a web application and the service offering. Attendees will learn the basics of how to create a service blueprint.http://deepblue.lib.umich.edu/bitstream/2027.42/146184/1/Thinking Holistically about Services & Technology - slides with notes.pdfhttp://deepblue.lib.umich.edu/bitstream/2027.42/146184/2/2018 LITA Forum Handout.pdfhttp://deepblue.lib.umich.edu/bitstream/2027.42/146184/3/Service Blueprint (Low Fidelity).pnghttp://deepblue.lib.umich.edu/bitstream/2027.42/146184/4/SALI-High Fidelity Service Blueprint Future State.pdfDescription of Thinking Holistically about Services & Technology - slides with notes.pdf : Slides and NotesDescription of 2018 LITA Forum Handout.pdf : Reading listDescription of Service Blueprint (Low Fidelity).png : Handout 1: preliminary service blueprint for discussionDescription of SALI-High Fidelity Service Blueprint Future State.pdf : Handout 2: Full Service Blueprin
