1. Service Design: Week 1
Describe your area(s) of initial focus? Who will you
design for and what benefits will you deliver?
Our area of initial focus is the connection between the digital and physical library. We will design for the
growing number of computer literate, internet connected, users of digital media.
- Bringing library services to the community, home and other public spaces
- Finding ways for the library or librariens to use the web to their advantage
- Using community space to serve the core mission of providing knowledge and information
- Public contribution of knowledge to the library
- Exploring digital collections in the physical library space

2. Service Design: Week 1
What issues or challenges do you anticipate
being most relevant to your exploration?
User: Like ourselves, these people use the library as a place for study and a place to bo rrow books.
The library cannot compete with the ways they currently access information and media. assigning
the drop in users to a certain demographic .Relevant information: Community building in terms of
providing un-biased and relevant data.
technology: the technology should complement the library and the ‘physical-ness’ of books and data.
The service should be a natural extension of library, or eve information.
system: not having enough data on present users - to deduce patterns and connections. Tools to
gather real time and active data on users and behaviors.

3. Service Design: Week 1
Describe your plan for gathering user insights
to inspire your exploration.
structure time appropriately by doing 2 research activities a day
De-brief at the end of each day to reflect on what we have learned and prepare for the next day
Adapt out research techniques as we gain insight each day.
Involve people who work in the libraries to understand what digital services they currently offer
library users and non users in research activities to be able to get a broad range of insights.
big de-brief on thursday, identify area to starting thinking about ideas

4. Service Design: Week 1
Describe a research method that your team
plans to try for the first time.
Word concept Association: Use photographs of different functions and services within the existing
library systems, and use descriptive word cards for people to make associations with them. Hopefully
we can find out what functions people prioritize within the library.
Draw the experience: Ask members of the public to draw/visualise a memorable experience they have
had, highlighting why it was special to them....
Observations: Carry out observations at other highly specialized services (ie.personal shopping in ap-
ple store, post office) and see how they provide a service for a wide range of users with different rang-
es of knowledge around the service they are using. Learn from other successful services
Card Sorting: Use cards with existing/possible facilities the library has and get people to sort them spa-
tially in a way that makes sense to them, hopefully this make give us an insight into the mental model
that people have of a library
Informal Interviews/talking to our target user group

5. Service Design: Week 1
What personal goal(s) have you set for yourself
and your team as you begin this project?
Although we are working on service design, we want to keep it grounded in interaction design, where
devices and technology play an important role within the touchpoints of the service.
learn new techniques in designing memorable experiences
learn how to meet and question people-gather information
take inspiration from how public services within in denmark are provided
ensure that technology used is justified and appropriate for the user.