Single Service Point: It's All in the Design

ABSTRACT

“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.

KEYWORDS:

• Consolidated services
• design thinking
• one service desk
• single service point
• space utilization

Additional information

Notes on contributors

Pamela S. Bradigan

Pamela S. Bradigan ([email protected]) is Associate Professor and Associate Director at John A. Prior Health Sciences Library, The Ohio State University, 376 West 10th Avenue, Columbus, OH 43210.

Ruey L. Rodman

Ruey L. Rodman ([email protected]) is Associate Professor Emerita/Retired Instruction Services Coordinator at John A. Prior Health Sciences Library, The Ohio State University, 376 West 10th Avenue, Columbus, OH 43210.