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Visualizing the Customer Journey to Improve Library Services Online

Are you looking for ways to assess and improve your library services, spaces, and websites? Have you ever considered visualizing your customers’ journey to uncover pain points and new opportunities?

Join us for an engaging session where we explore how to bring the library experience to life through powerful visualizations, including customer journey maps, user experience maps, and service blueprints. In this workshop, you will learn:
 
  • The impact of visualizing services to pinpoint pain points and discover opportunities for improvement
  • The differences between various mapping techniques and how to select the best one for your specific needs.
  • Methods for creating maps, including research methods, visualization tools, and co-design workshops.
Whether you’re a public services librarian, web librarian, UX specialist, or any library professional eager to improve service delivery, this workshop will equip you with tools to map out the user journey and ultimately improve your library’s user experience.

 

Presenter: Rebecca Blakiston is a researcher, service designer, and strategist dedicated to improving services within the public sector. Currently leading a design team within the State Department’s Customer Experience Team, for many years previously she was a user experience librarian at the University of Arizona. She has a decade of experience leading teams, conducting UX research, and advocating for data-informed, empathy-driven decisions. She wrote two practical guides for librarians: Usability Testing (2014) and Writing Effectively in Print and on the Web (2017). From 2018-2022, she was editor-in-chief of Weave: Journal of Library User Experience. More about Rebecca at: https://rebeccablakiston.info/. 

Date:
Wednesday, January 15, 2025
Time:
11:00 AM - 12:00 PM
Time Zone:
Eastern Time - US & Canada (change)
Online:
This is an online event. Event URL will be sent via registration email.
Categories:
  Emerging Technologies     Leadership     Online  

Registration is required. There are 40 seats available.

This project is funded under the provisions of the Library Services and Technology Act from the Institute of Museum and Library Services. Florida's LSTA program is administered by the Florida Department of State's Division of Library and Information Services.  

For FY2024-25, 75% of total costs for TBLC Regional Continuing Education ($223,959) is supported with federal government funds (LSTA grant funds); 25% of this program ($74,744) is financed with state government money. The total budget of the project is $298,703.

 

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