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

ABSTRACT

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.

KEYWORDS:

• Service design
• service blueprinting
• library technology
• service ecosystem

Notes

1. Learning Spaces Toolkit, resources for designing and sustaining technology-rich informal learning spaces. https://learningspacetoolkit.org/services-and-support/service-blueprint/.

2. SAGE2: Scalable Amplified Group Environment. http://sage2.sagecommons.org.

3. Learning Spaces Toolkit, resources for designing and sustaining technology-rich informal learning spaces. https://learningspacetoolkit.org/services-and-support/service-blueprint/.

Additional information

Notes on contributors

Scott W. H. Young

Scott W. H. Young is Associate Professor and User Experience & Assessment Librarian at Montana State University, focusing on user experience, participatory design, library assessment, and professional ethics. https://orcid.org/0000-0002-3082-4057

Sara Mannheimer

Sara Mannheimer is Assistant Professor and Data Librarian at Montana State University, where she facilitates research data management and sharing, and promotes digital scholarship using library collections and “big data” sources. Her research focuses on data management practices, data discovery, digital preservation, and the social, ethical, and technical issues surrounding data-driven research. https://orcid.org/0000-0002-1433-6782

Doralyn Rossmann

Doralyn Rossmann is Associate Professor and Head of Digital Library Initiatives at Montana State University (MSU) Library in Bozeman, Montana. Her research interests include building community through social media, scholarly communication, researcher services, and resource allocation and management. https://orcid.org/0000-0002-6490-4223

David Swedman

David Swedman is Grants & Assessment Coordinator at Montana State University Library.

Justin D. Shanks

Justin D. Shanks earned his Ph.D. in Science and Technology Studies from Virginia Tech. As CLIR Postdoctoral Fellow in Digital Humanities, he is developing a digital humanities program that builds upon institutional interdisciplinary strengths in western American literature and history. https://orcid.org/0000-0002-0587-8256