University of Michigan Libraries
Michigan, USA
Project details
Client
University of Michigan
Duration
2017
海角视频 provided by 海角视频
Advisory, Higher education consulting, Strategy and operating model design advisory
海角视频 helped the University of Michigan Library to transform its graduate and undergraduate libraries to better meet the needs of a 21st century learning, teaching, and research environment.
University of Michigan Library wanted to optimize the service and spatial potential of its libraries to engage and respond to the evolving needs of both staff and users.
海角视频 collaborated with key stakeholders to define the right environment聽and enhance library services.
A service philosophy statement, service framework and service delivery canvas were created to help transform these aspirations into reality.
The project also entailed the creation of an innovation lab called the Hatchery.
Our advisory team undertook research and engagement, space programming and planning, service design and change management for the project.
Challenge
海角视频 worked with the University to provide visioning and planning to holistically reimagine the libraries鈥� physical spaces and service delivery, starting with the Hatcher-Shapiro Library as a model for other libraries in the system to follow.
An experience mapping workshop helped the team to identify the diverse needs of users as well as their desired experience. Image: 海角视频.
Solution
Our advisory team built a thorough understanding of current user needs by facilitating a series of activities with library stakeholders including tours, external research, interviews, a survey and insight exchanges.
We then presented the current state back to staff which helped the team look at the current experience in a new way. An experience mapping workshop helped identify the desired experience and a service philosophy statement, service framework and service delivery canvas were created to achieve this desired experience and provide a foundation for library staff to share and deliver services.
Our strategy and operating model design experts identified priorities to further assess and then pilot. Pilots supported innovation and experimentation within the library organization and provided a model for testing ideas from proposal to implementation, while also establishing buy-in from library administration and empowering staff to own service experiences with agency and accountability.
Pilots supported innovation and experimentation within the library organization and provided a model for testing ideas from proposal to implementation. Image: 海角视频.
Value
The space and service vision and guiding principles, service framework and space recommendations helped optimize the University鈥檚 use of library services, collections, tools and expertise.
Since completing the project, the Library has been implementing the strategies like creating their innovation lab called the Hatchery, piloting initiatives, and using service design thinking to transform their organization.
