On the Student's terms - UNICA

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What we achieved? Happy customers, happy students - Initial feedback has been positive from the students. They have been really satisfied with the services provided, the customer service and the library environment. Change in the service offering - 15 realized new services or service improvements. Dozens of service ideas waiting still to be actualized. - The productization process has started 46
What we achieved? Change in the service culture - Redefining the library strategy and service promise - Started the transformation process of the staff towards a more customer centric service culture Change in the way how services are designed - New user-centered processes, methods and tools for service development - Participatory design processes 47
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 and 16: 1. User study • Customer profilin
Page 17 and 18: Phase 1: User study Visitor Service
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: What we achieved? 45

On the Student's terms - UNICA

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