服务设计在图书馆创新服务中的实践与思考——以上海图书馆“创·新空间”项目为例

The Practice and Thinking of Service Design in Innovative Service of Library:Case study of Shanghai Library's Innovation Space

通过服务设计方法重塑用户体验是公共图书馆转型发展的积极尝试。文章研究了由设计师、馆员、用户共同参与的上海图书馆“创·新空间”项目实践案例,阐述了一套包含服务框架、用户洞察、用户模型、合作设计、解构灵感、触点测试等的设计工具量表,以期为公共图书馆创新服务提供参考。

Reshaping the user experience by using the service design methods is a positive attempt for the transformation and development of public libraries.This paper studies the practice of Shanghai Library's Innovation Space that participated by designers,librarians and users,it expounds a design tool scale composed of service framework,user insight,user model,cooperative design,deconstruction inspiration,contact test and etc.,so as to provide references for innovative service of library.