An Exploration of Customer-Centric Cloud Service Design

O'Flaherty, Brian; Woodworth, Simon; Thornton, Colm; O’Connor, Yvonne

doi:10.1007/978-3-319-04090-5_10

Cited by 2 publications

(1 citation statement)

References 23 publications

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“…As a design and assessment tool, service blueprinting comes from the service design tradition (Shostack 1984;Patrício, Fisk, and Falcão e Cunha 2008;Marquez and Downey 2015;Trischler and Scott 2016). Service blueprinting has been applied to evaluate services across disciplines, including car parking (Wreiner et al 2012), cloud computing services (O'Flaherty et al 2012), electronic health services (Chang andLin 2011), mobile technologies (O'Connor et al 2015), and movies theaters (Chiu et al 2013). Notably for the context of libraries, service blueprinting has been applied towards public services in libraries (Schmidt and Etches 2014;Pretlow and Sobel 2015;Marquez and Downey 2016) and universities (Baranova, Morrison, and Mutton 2011;Bitner, Ostrom, and Burkhard 2012;Madden 2015;Kim, Lee, and Cha 2017).…”

Section: Service Blueprintingmentioning

confidence: 99%

Assessing and Improving Library Technology with Service Blueprinting

Young

Mannheimer

Rossmann

et al. 2018

JeSLIB

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Objective: The objective of this article is to illustrate the application of service blueprinting-a design tool that comes from the service design tradition-for assessing and improving library technology services. Setting:A mid-sized library at a public university in the western United States.Methods: A service blueprint was co-created by library and IT staff in a design workshop in order to map the operational flow of a data visualization display wall. Results:Guided by the service blueprint, the project team identified points of improvement for the service of the data visualization display wall, and developed recommendations to aid further applications of service blueprinting.Conclusions: Ultimately, service blueprinting was found to be a useful tool that can be applied to assess and improve library technology services.

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