Designing a better library also means designing better library systems. If our search systems are broken then that reflects badly on the rest of our operations and results in a degraded user experience. For many individuals their only interaction with the library may be through the online library catalog, the website or a specific electronic [...]

I previously stated that customer service is not that same as a user experience, and gave some reasons why user experience goes beyond the concept of customer experience. Innovation Playground is a blog I’ve been directed to a few times recently, and Idris Mootee offers some pretty interesting discussions about experiences and designing them. In [...]

My last post about Procter & Gamble and their Design Thinking Initiative was largely about change. If the people involved in the Initiative were resistant to change it would never happen. And that’s what sometimes, maybe frequently, happens in libraries. Resistance to change is a surefire innovation killer. Likewise, organizations can thwart innovation and change [...]

It can be a challenge to communicate what the design thinking process is and the benefits to be gained from implementing or using it in an organization. So imagine an initiative to shift the entire culture of a large industrial corporation to a design thinking mentality. It sounds nearly impossible, right? Well that is exactly [...]