Uploaded June 2022 | Updated September 2026, 11 hours ago
Jeffery Cruz - Associate Director Site Services, University of Sydney Library
Sally Chik - Site Services Advisor, University of Sydney Library
There has been an increased use of design thinking in libraries to help us understand the needs of the client in rapidly changing environments. This presentation shows several examples of how design thinking has been used in an academic library to help library staff adapt to changes in client needs from the leadership team to the staff at service points. Through case studies, this presentation will explore the different ways design thinking has been implemented from a train-the-trainer approach, leadership-lead approach and frontline staff approach. Engaging with different perspectives— from the visibility of frontline staff to new ideas for client engagement events— design thinking has been used to empathise with client needs and to execute iterations of new ideas to improve the client experience. Design thinking as a framework for service improvement initiatives has:
- increased efficiency, freeing staff from the need to get it right on the first go
- assisted with finding consensus on improving client experiences when staff opinions differ
- helped staff deliver client-centred services in changing environments
- empowered staff working in frontline roles to innovate
- upskilled all staff involved to develop user experience skills to improve client service
Overall, the increased use of design thinking has lead to an enhanced client experience and increased learning and development opportunities for staff. With the uncertainties and challenges of Covid-19, design thinking has connected staff to the client experience and also opened up staff to connect with iterative approaches in service improvements.
Jeffery Cruz - Associate Director Site Services, University of Sydney Library
Sally Chik - Site Services Advisor, University of Sydney Library
There has been an increased use of design thinking in libraries to help us understand the needs of the client in rapidly changing environments. This presentation shows several examples of how design thinking has been used in an academic library to help library staff adapt to changes in client needs from the leadership team to the staff at service points. Through case studies, this presentation will explore the different ways design thinking has been implemented from a train-the-trainer approach, leadership-lead approach and frontline staff approach. Engaging with different perspectives— from the visibility of frontline staff to new ideas for client engagement events— design thinking has been used to empathise with client needs and to execute iterations of new ideas to improve the client experience. Design thinking as a framework for service improvement initiatives has:
- increased efficiency, freeing staff from the need to get it right on the first go
- assisted with finding consensus on improving client experiences when staff opinions differ
- helped staff deliver client-centred services in changing environments
- empowered staff working in frontline roles to innovate
- upskilled all staff involved to develop user experience skills to improve client service
Overall, the increased use of design thinking has lead to an enhanced client experience and increased learning and development opportunities for staff. With the uncertainties and challenges of Covid-19, design thinking has connected staff to the client experience and also opened up staff to connect with iterative approaches in service improvements.
