spacer
Reading Into Service Design: Panel Discussion With Audrey Betcher

Event Type: Adult Program
Age Group(s): Adult, Any Age
Date: 12/11/2017
Start Time: 6:30 PM
End Time: 8:30 PM
Description:
 Listen and engage with Rochester Public Library Director, Audrey Betcher, to find out how the Rochester Public Library excels in providing services for the community. Great customer service is not accidental. It is intentionally designed.


Today, libraries are serving as essential civic places. They provide all kinds of services and programming. Libraries are no longer just for solo reading. Instead, they're places that offer classes in computer skills and thousands of other subjects, provide internet access to millions of Americans who can't afford it, and host innumerable neighborhood meetings. Libraries these days are working with local agencies, offering homework help, and loaning out an amazing array of things. In 2013, 94 percent of Americans said that having a public library improves the quality of life in a community.


Service design improves the experiences of both the user and employee by designing, aligning, and optimizing an organization's operations to better support customer journeys. Service design is a fairly new practice in North America, but it is well regarded in Europe and other parts of the world. It mixes a holistic design thinking mindset, customer feedback loops, co-creation, diversity of perspectives, and human centered design methodologies in order to transform and innovate. It helps large organizations step out of their silos and work as a cohesive unit to better serve customers and stakeholders.

Location: Auditorium - 1st Floor
Presenter: Audrey Betcher