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http://dx.doi.org/10.3743/KOSIM.2022.39.3.195

University Library Service Improvement Using the Double Diamond Model  

Noh, Kyungkuk (공주대학교 문헌정보교육과)
Lee, ByeongKi (공주대학교 문헌정보교육과)
Publication Information
Journal of the Korean Society for information Management / v.39, no.3, 2022 , pp. 195-216 More about this Journal
Abstract
In this study, the author applied the service design methodology to the university library to maximize the service value provided by the university library. To this end, the 'Double Diamond Model', a service design model, was applied to the university library, and service design tools such as Persona, Customer Journey Map, and Touch Points were utilized. To reflect on the service design in the university library, the author first reviewed the literature related to the subject and researched the previous studies. Then, the issue was discovered by questionnaire surveys, interviews with users and librarians, and field investigations. Based on this, Persona and situation scenarios were derived. In addition, after synthesizing Persona's situational behavior and user's emotional change, the study visualized the Customer Journey Map and suggested service improvement plans for 11 items in 3 areas. This study is focused on the process of deriving service improvement plans rather than improving a specific service. The purpose of this study was to improve university library service and to suggest new service plans. The significance of this study is that the practical service improvement plans were applied to the university library.
Keywords
university library; library service; information services; service design; double diamond model; user satisfaction;
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Times Cited By KSCI : 9  (Citation Analysis)
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