服务设计在剑桥大学 FutureLib计划中的应用及思考
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摘要
为改进现有服务和创造新服务,构建以用户为中心的服务生态系统,剑桥大学图书馆实施FutureLib计划,分项目持续推出系列新产品和服务,充分体现服务设计以人为本、协同创造、迭代、整体和系统性的原则,并通过服务设计思维和工具(方法)的应用,不断完善和更新服务内容,取得明显成效。对剑桥大学图书馆FutureLib计划的研究有助于国内高校图书馆深化服务设计,提升图书馆服务质量。
In order to improve existing services,create new services and build a user-centered service ecosystem,the Cambridge University Library has implemented the FutureLib innovation programme and has continuously launched a series of new products and services under its sub-projects,which fully embodies the principles of service design,such as people-oriented idea,collaborative creation,iteration,integration and systematization.Through the application of service design thinking and tools(methods),the Cambridge University Library has achieved remarkable results.The research on the FutureLib project of Cambridge University Library is helpful to deepen the service design of domestic university libraries and continuously improve the service quality.
In order to improve existing services,create new services and build a user-centered service ecosystem,the Cambridge University Library has implemented the FutureLib innovation programme and has continuously launched a series of new products and services under its sub-projects,which fully embodies the principles of service design,such as people-oriented idea,collaborative creation,iteration,integration and systematization.Through the application of service design thinking and tools(methods),the Cambridge University Library has achieved remarkable results.The research on the FutureLib project of Cambridge University Library is helpful to deepen the service design of domestic university libraries and continuously improve the service quality.
引文
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[10]Andy Priestner,David Marshall,Modern Human.Protolib[EB/OL].[2016-07-23].https://futurelib.files.wordpress.com/2016/07/the-protolib-project-final-report.pdf.
[11]Andy Priestner,David Marshall.Snapshot[EB/OL].[2016-09-23].https://futurelib.files.wordpress.com/2016/09/the-snapshot-project.pdf.
[12]Futurelib,Modern Human.The Tracker Project[EB/OL].[2017-05-23].https://futurelib.files.wordpress.com/2017/06/tracker-project1.pdf.
[13]Futurelib,Modern Human.The Protolib II Project[EB/OL].[2017-05-23].https://futurelib.files.wordpress.com/2017/05/protolib-2-project.pdf.
[14]Futurelib Programme.Introloan[EB/OL].[2017-08-13].https://futurelib.files.wordpress.com/2017/08/intraloan-report.pdf.
[15]Futurelib Programme.iDiscover:Examining the User Experience[EB/OL].[2017-10-17].https://futurelib.files.wordpress.com/2017/11/idiscoverreport.pdf.
[16]Futurelib Programme.Student Learning Journey Project[EB/OL].[2018-09-17].https://futurelib.files.wordpress.com/2018/09/student-learning-journey-project-full-report.pdf.
[17]刘肖肖.社会创新设计:用创新连接世界[EB/OL].[2017-11-18].http://www.sohu.com/a/204984188_819453.
[18]王冬梅,吴觉妮.基于里昂宣言的图书馆服务设计思考[J].图书馆工作与研究,2015(3):21-24.
[2]探索服务设计.探索服务设计的深层定义[EB/OL].[2018-10-30].http://www.sohu.com/a/272143757_114819.
[3]滴滴出行CDX.系统学习!服务设计的常用理论、流程和方法总结[EB/OL].[2018-10-15].https://www.uisdc.com/servicedesign-process-method-summary.
[4]RIKKE DAM,TEO SIANG.5 Stages in the Design Thinking Process[EB/OL].[2017-03-17].https://www.interactiondesign.org/literature/article/5-stages-in-the-design-thinking-process.
[5]盛卿.设计思维在图书馆中的应用---基于美国IDEO《面向图书馆的设计思维》[J].图书馆论坛,2016(9):63-70.
[6]Paul-Jervis Heath.Strategic Service Design for Library[EB/OL].[2018-12-04].https://libraryassessment.org/workshops/strategic-service-design/.
[7]Cambridge University Library.Futurelib Innovation Programme[EB/OL].[2018-11-26].http://www.lib.cam.ac.uk/research/futurelib-innovation-programme.
[8]Andy Priestner,David Marshall,Modern Human.Spacefinder[EB/OL].[2016-06-26].https://futurelib.files.wordpress.com/2016/06/the-spacefinder-project-final.pdf.
[9]Andy Priestner,David Marshall.North Star[EB/OL].[2016-09-17].https://futurelib.files.wordpress.com/2016/10/northstar.pdf.
[10]Andy Priestner,David Marshall,Modern Human.Protolib[EB/OL].[2016-07-23].https://futurelib.files.wordpress.com/2016/07/the-protolib-project-final-report.pdf.
[11]Andy Priestner,David Marshall.Snapshot[EB/OL].[2016-09-23].https://futurelib.files.wordpress.com/2016/09/the-snapshot-project.pdf.
[12]Futurelib,Modern Human.The Tracker Project[EB/OL].[2017-05-23].https://futurelib.files.wordpress.com/2017/06/tracker-project1.pdf.
[13]Futurelib,Modern Human.The Protolib II Project[EB/OL].[2017-05-23].https://futurelib.files.wordpress.com/2017/05/protolib-2-project.pdf.
[14]Futurelib Programme.Introloan[EB/OL].[2017-08-13].https://futurelib.files.wordpress.com/2017/08/intraloan-report.pdf.
[15]Futurelib Programme.iDiscover:Examining the User Experience[EB/OL].[2017-10-17].https://futurelib.files.wordpress.com/2017/11/idiscoverreport.pdf.
[16]Futurelib Programme.Student Learning Journey Project[EB/OL].[2018-09-17].https://futurelib.files.wordpress.com/2018/09/student-learning-journey-project-full-report.pdf.
[17]刘肖肖.社会创新设计:用创新连接世界[EB/OL].[2017-11-18].http://www.sohu.com/a/204984188_819453.
[18]王冬梅,吴觉妮.基于里昂宣言的图书馆服务设计思考[J].图书馆工作与研究,2015(3):21-24.