Breakout: It’s People I Tell Ya! Developing a Human-Centered Approach to Inform Service Design and Strategic Planning
The Salt Lake City Library is taking a creative new approach to engaging and understanding the needs, aspirations, and motivations of its patrons and community. Using methodologies and tools from the field of service design, the Library is engaging with patrons and generating a broad and deep understanding of how their needs, hopes, and lives intersect with current or potential library services, spaces, and collections.
Participants in this fun, insightful, and interactive session will learn and experience the methods, tools, and techniques of directed storytelling, intercepts, and journey-mapping. Participants will receive a complete toolkit which will enable them to immediately begin practicing and applying these new human-centered methods, which foster a deep level of connection and engagement, while generating a robust trove of feedback, insight, and actionable data.