Power to the People “informing a transformational strategic vision for library services

Abstract

Scholarly Services at the University of Melbourne is on transformational journey to consider what a reimagined service (learning environments and library services) would deliver to support scholarly success. The University has begun to embed a Human Centred Design (HCD) approach to service development and the Library saw this as an opportunity to use the same methodology to build a customer lead strategic vision. The ENGS (Enabling Next Generation Scholarship) CX (Customer Experience) Transformation Project explored what scholarly services and success means to our community, how we can better enable next generation scholarship, our value proposition and identity to inform strategic planning for 2018-2020. We sought to understand the strategic academic teaching & research expectations in relation to scholarly success and our service offering alongside the undergraduate and graduate cohorts experiences and needs. These lived experiences and strategic perspectives were bought together to inform priorities and opportunities and build a customer led strategic vision. This poster will outline our HCD approach to developing the vision and our journey to build sustainable and scalable services outlining lessons learned and how our community from senior executive to undergraduate students have informed our future forward customer-centric strategies when the only constant is change.