Conference presentation at the 2017 Pacific Northwest Library Association annual conference. Using the user experience and service design technique of service blueprinting, we share a case study of how we updated an existing public service for specialty printing.

1. While you get settled...
Please take a moment to answer the question on the
first page of you packet:
WELCOME!
WHAT IS A SERVICE AT YOUR LIBRARY
THAT YOU WOULD LIKE TO THINK MORE
ABOUT?
WHAT IS A
SERVICE AT YOUR LIBRARY
THAT YOU WANT TO
EXAMINE OR THINK
MORE ABOUT?

2. SERVICE BLUEPRINTING
R E I M A G I N I N G L I B R A R Y S E R V I C E S T H R O U G H
JACQUELINE FRANK & TAYLOR SCHULTZ PNLA 2017

3. Computer Support
Specialist, Learning and
Research Services at
MSU Library
JACQUIE TAYLOR
Another Computer Support
Specialist, Learning and
Research Services at
MSU Library

4. C O M P A N Y . C O M
JACQUIE, TAYLOR & STEVE,
PRINTER IN ABSENTIA

5. ''A SERVICE BLUEPRINT IS AN
OPERATIONAL PLANNING TOOL THAT
PROVIDES GUIDANCE ON HOW A SERVICE
WILL BE PROVIDED, SPECIFYING THE
PHYSICAL EVIDENCE, STAFF ACTIONS, AND
SUPPORT SYSTEMS / INFRASTRUCTURE
NEEDED TO DELIVER THE SERVICE ACROSS
ITS DIFFERENT CHANNELS.''
-Learning Space Toolkit

6. WHAT
PROBLEM
ARE WE
SOLVING?
Specialty Printing: A Case Study
Large format printing services were:
cumbersome, stressful (for employees and patrons),
time-consuming, wasteful for supplies and personnel,
etc.
We needed to reimagine our
specialty printing service to
be more consistent.

7. WHY IT
HELPS?
Background of SP
Physical artifact, operational tool/snapshot, not a
research tool, but iterative (on-going)

8. "THE ACTIONS OF THE CUSTOMER
ARE CENTRAL TO THE CREATION OF
THE BLUEPRINT, AND AS SUCH THEY
ARE TYPICALLY LAID OUT FIRST SO
THAT ALL OTHER ACTIVITIES CAN BE
SEEN AS SUPPORTING..."
-Bitner et al (2008)

9. OUR BLUEPRINT
GOES DIGITAL

10. 4 .
M a p t h e a c t i o n s o f t h e c o n t a c t
e m p l o y e e ( f r o n t s t a g e a n d
b a c k s t a g e ) a n d / o r t e c h n o l o g y
a c t i o n s .
5 .
L i n k t h e c u s t o m e r a c t i v i t i e s t o
t h e a n y s u p p o r t p r o c e s s e s .
6 .
A d d p h y s i c a l e v i d e n c e f o r e v e r y
c u s t o m e r a c t i o n s t e p .
1 .
I d e n t i f y t h e s e r v i c e t o b e
b l u e p r i n t e d .
2 .
I d e n t i f y t h e c u s t o m e r s t h a t
e x p e r i e n c e t h e s e r v i c e .
3 .
M a p t h e s e r v i c e p r o c e s s f r o m
t h e c u s t o m e r ’ s p e r s p e c t i v e .
( M a p t h e s e r v i c e a s i t
h a p p e n s m o s t o f t h e t i m e . )
LET'S DO
IT! Hands on time.
Pretlow & Sobel, 2015, p. 3

11. WHAT
HAPPENS
NEXT?
Background of SP
Different stages of project timeline. What we're doing
now with this tool and service.

12. CITATIONS
&
RESOURCES
Bitner, M., Ostrom, A., & Morgan, F. (2008).
Service Blueprinting: A Practical Technique for
Service Innovation. California Management
Review, 50(3), 66-94.
Learning Space Toolkit.
Pretlow, C., & Sobel, K. (2015). Rethinking Library
Service: Improving the User Experience with
Service Blueprinting. Public Services Quarterly,
11(1), 1-12.

13. C O M P A N Y . C O M
QUESTIONS?