On the Student's terms - UNICA

More documents

Recommendations

Info

Phase 1: User study Lingerer Service needs: Lingerers mainly need the library facilities and conditions for studying, reading or working. Focusers mainly read, write and do exercises alone at the Library. They value the quiet and peaceful working spaces and the motivational study environment that the Library offers. Workers make use of Library facilities and tools. They use computers, print and copy documents and surf on the net. They spread their papers and materials around when they work. They need lots of space. Team students utilise the Library to exchange ideas and opinions and to work in groups. They utilise both group study facilities and other Library facilities where talking is permitted. Idlers and social loafers use the Library as a source of inspiration and a place to spend time and meet their friends. They come to the Library during their hours off to read newspapers, magazines or e-mails, surf on the net and meet their friends. 16
Phase 1: User study Visitor Service needs: Visitors usually perform a single task; borrow or return books, pick up reserved items, check due dates or pay their library fines. They value quick transactions, easy availability and convenient loan periods. Remote users only rarely visit the Library. They frequently use remote services, such as the telephone service, online reservations, electronic collections, etc., because they prefer to study at home. Remote users would like as many Library services as possible to be available online to save time. Quick visitors try to combine their library visit with other business. The Library should be located near their usual routes. Quick visitors do not object to self-service if it saves time. 17
Page 1 and 2: On the Student’s terms Service de
Page 3 and 4: The Helsinki University Library •
Page 5 and 6: Background • On 2010 The Universi
Page 7 and 8: Approach and phases of the service
Page 9 and 10: Phases of the design process Spring
Page 11 and 12: 1. User study • Interviews with k
Page 13 and 14: 1. User study • Focus groups (3 x
Page 15: 1. User study • Customer profilin
Page 19 and 20: Phase 1: User study Patron Service
Page 21 and 22: Phase 2: Strategic design 21
Page 23 and 24: Generic service path of a library u
Page 25 and 26: Phase 3: Concept design 25
Page 27 and 28: Idea generation and concept design
Page 29 and 30: Helka database navigation -service
Page 31 and 32: Study circle -service • Backgroun
Page 33 and 34: Service etiquette: Colour coded spa
Page 35 and 36: Quiet reading area 35
Page 37 and 38: The productization of services Prob
Page 39 and 40: The internal productization of serv
Page 41 and 42: Service communication: Visual ident
Page 43 and 44: Service communication: Improving st
Page 45 and 46: What we achieved? 45
Page 47: What we achieved? Change in the ser

On the Student's terms - UNICA

Create successful ePaper yourself

Delete template?

Save as template?