Service Design for Cambridge University Libraries.
We reimagined the service ecosystem, connecting digital services, physical spaces, and institutional processes into a cohesive experience across all 108 libraries.
Outcome. We created a north-star vision for an integrated library experience, which created the foundation for the FutureLib initiative.
My role. Service design and creative leadership, architecture.
108 libraries, one service strategy.
The University asked to redesign their services for the 108 libraries located around Cambridge. The task seemed challenging enough, especially because the libraries had different user types, functions and locations. We started with in field research, where Modern Human interviewed students and academics to understand how they used the libraries and their services.
Initial research.
Diary studies, walk in interviews and in dept interviews were set up to discover more about 162 students. Participatory shadowing, Human Centred Design Process and contextual interviews were used to research more about academics and their needs.
Findings and strategy.
The main finding of the research led to understand that researchers, academics and students felt a strong lack of integration between the physical and digital services, which led to confused and fragmented experiences.
Together with the University of Cambridge, we started to outline the future of the Library services with a focus on integration between physical and digital services, with the objective to source the infinite resources that the libraries have, and to foster the lively Cambridge scholarly community.
This project has been delivered in collaboration with Paul Jervis Heath and Chloe Heath.
