Know your library - introducing services to the users of immigrant background : developing service concept for Turku city library
Wojciechowicz, Katarzyna (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024060420917
https://urn.fi/URN:NBN:fi:amk-2024060420917
Tiivistelmä
This Master’s thesis is a case study that applies service design methods and tools to develop Know your library (Kirjasto tutuksi in Finnish) service concept for Turku City Library. The target group of the service offering are the residents of immigrant background attending the integration training course. The goal of the study was to explore the ways the library services can be introduced in an appealing and accessible manner so that users of the service offering become active library users.
The research process follows the Design Council’s double diamond process model. The theoretical frame of reference included the theory of service design, design thinking and its methods, IFLA’s (International Federation of Library Associations) Multicultural Library Manifesto, the legislation and other documents governing and guiding public libraries in Finland, the strategy of Turku City Library, and the promotion of immigrant integration in Finland. Also, the accessibility guidelines concerning library services were shortly reviewed. The empirical part of the study applied cultural probes and interviews, the analysis of which resulted in creating five personas. Next a co-creation workshop was conducted applying such tools as an empathy map and a value proposition canvas. Finally, the future customer journey of the service was designed and tested with the help of observation.
The final service concept was delivered in the form of a service blueprint and a lean canvas. Another deliverable is a handbook of the service concept the purpose of which is to present and provide instructions of the developed service concept and the materials to the library staff.
The research process follows the Design Council’s double diamond process model. The theoretical frame of reference included the theory of service design, design thinking and its methods, IFLA’s (International Federation of Library Associations) Multicultural Library Manifesto, the legislation and other documents governing and guiding public libraries in Finland, the strategy of Turku City Library, and the promotion of immigrant integration in Finland. Also, the accessibility guidelines concerning library services were shortly reviewed. The empirical part of the study applied cultural probes and interviews, the analysis of which resulted in creating five personas. Next a co-creation workshop was conducted applying such tools as an empathy map and a value proposition canvas. Finally, the future customer journey of the service was designed and tested with the help of observation.
The final service concept was delivered in the form of a service blueprint and a lean canvas. Another deliverable is a handbook of the service concept the purpose of which is to present and provide instructions of the developed service concept and the materials to the library staff.