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Diffusing organizational change through service design and iterative assessment

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Abstract: At the University of Michigan Library, dozens of librarians and staff are engaged in a series of activities to reimagine the ways our organization designs and implements our services. Between 2016 and 2017, we collaborated with brightspot strategy to develop a service philosophy, framework, and principles to help us begin the process to transform our physical and digital spaces to better represent our expertise, collections, and tools, and to meet the evolving needs of our academic community today and tomorrow. As we look to transform our spaces to serve the needs of our research community, we are taking care to ensure that whatever form our buildings and web presence take, will follow the function and intent of our services. Our efforts in this work are collaborative and distributed in nature, diffusing the shift in design and evaluation across the organization. With it, we aim to facilitate organizational change that puts our users at the center of service design and delivery. It also fundamentally recognizes that our departments play a role in supporting the academic needs of our faculty, students, and staff at the University of Michigan. This work is structured by established approaches in design thinking and user-centered design. Multiple teams of librarians and staff are applying this approach to redesign services. Topics include consultation, digital scholarship, staff innovation, citation management, and developing a persona-based toolkit that any staff across our organization may use in efforts to design new or make improvements to existing services. While each team is using the same overall approach to its service design work, the application and outcomes are unique to each domain. Within four design cycles, each team engages in a retrospective to review the process, the impact of the work, and consider its potential effects on our organizational structures. Additionally, the service design efforts support our organization’s adoption of an assessment-driven mindset through embedding evaluation into our processes. Once the service design phase is complete, each team will generate a series of pilots or prototypes to test aspects of their designs in the context of our organization. In the Summer and Fall of 2018, teams will implement those pilots and prototypes, testing their ability to scale effectively or meet our programmatic and mission-based goals yielding a series of small-scale, but impactful activities or processes that will further diffuse the design-thinking approach throughout our organization. Each of these sets of activities will be assessed before moving onto future stages of the work. We will also evaluate how they help us enact our service philosophy, framework, and principles in the practice of our everyday work. Ultimately this work will yield a culture shift within our organization enabling us to embrace a user-centered, service-based approach to how we develop services, and how we expect to collaborate and con

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Diffusing organizational change through service design and iterative assessment

  1. 1. Diffusing Organizational Change through Service Design and Iterative Assessment Emily Puckett Rodgers, Head of Library Environments Rachel Vacek, Head of Design & Discovery Meghan Sitar, Head of Connected Scholarship University of Michigan Library Assessment Conference, December 2018 http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  2. 2. Hello! Rachel Vacek Head of Design & Discovery Library IT Emily Puckett Rodgers Head of Library Environments Operations Meghan Sitar Director of Connected Scholarship Learning & Teaching http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  3. 3. Introduction & Purpose http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  4. 4. ONGOING ASSESSMENT DEEP DIVES PILOTS/ PROTOTYPES http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  5. 5. Exploring Issues Analysis Generating & Exploring Ideas Synthesis 1 to 2 semesters of work Dive into issues from diverse perspectives against different time considerations Clarify what is important to who and why Create and explore alternatives from different perspectives Define how to explore implications of new concepts and build knowledge Service Design Process http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  6. 6. Design Methodology & Approach http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  7. 7. User Experience and Engagement http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary Image: Examples of user story from service design team work.
  8. 8. Service Design Teams http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  9. 9. Deep Dives: Staff Innovation Images: Examples of feedback and coding from staff workshops Manager and Staff Engagement ● What does “innovation” mean to our organization? ● What could a culture of innovation look like at U-M library? ● How does this impact the ways in which we invest in our staff and managers? http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  10. 10. Pilots and Prototypes: Consultation ● Take portions of the service blueprint and test in physical settings. ○ Furniture configuration ○ Technology ○ Pedagogical context Image: Photo of notes from initial workshop to design space prototypes. http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  11. 11. Pilots and Prototypes: Consultation ● Develop the triage and tracking portion of consultation ● Pilot with subject teams ● Explore new technologies http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  12. 12. Stakeholder Engagement: Library Lifecycle Image: Data from existing research coded in Dedoose. ● Existing library research ● Campus reports (enrollments) ● Library traffic ● Peer studies http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  13. 13. Stakeholder Engagement: Library Lifecycle Image: Identify wheel used to begin interviews with campus users. ● 30 structured interviews ● Introduced based on personal identities ● Coded against existing research http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  14. 14. Findings http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  15. 15. Team Experiences CHALLENGES OPPORTUNITIES TAKEAWAYS ● Time commitment and schedules ● Dedication to process and outcome ● Workload management ● Disconnect to leadership ● Visible application of principles and methods ● More visible commitment by leadership ● Trust and communication ● Shared team experience ● Diffusion up/down/across http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  16. 16. Process Itself http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  17. 17. Value & Practical Implications http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  18. 18. Value to Organization Service and Space Principles Enhance the Platform for Discovery through foundational changes to physical and digital space usability, access, and navigation. Accelerate Partnerships in Scholarship by engaging with library users and working with them throughout the service experience. Deliver as One Library with a shared service philosophy and improved library staff workspace. http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  19. 19. Our Process and Next Steps http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary
  20. 20. Thank you! libservicedesign@umich.edu Check out the Library Lifecycle poster this afternoon! http://bit.ly/sdtfassess18 @epuckett @meghansitar @vacekrae @UMichLibrary