SERVICE DESIGN

ALEX BARDSLEY
TOBI BISHOP
VICTORIA HARDING
BRITTANY REECE
JOLYNN SMITH
 THEORY BASED
ADDIE and ELED

Chi’s ICAP framework and

Kintch’s Construction-Integration Model

Multimedia format and instructional strategies

CONTEXT
 INSTRUCTIONAL NEED
• The library needs to continually be innovating and adapting to the needs of the community.
• Four years of failed attempts to implement Service Design due to:
• Taught a Monthly Meeting Learner
Original Analysis
InterviewInterview:
with Stakeholder:
• Training Inconsistency When
…we asked
““[previously whatathey
didn’t trained]
have way know about
to catch
managers didupaservice
those
lot
design,
people if anything,
that
better job atwere one
new
passing learner
itbecause
on replied:
they
to their staff than
• Missing Relevancy and Disorganized “Most people thought they were exercises
couldn’t
those whogohad
backtoinlearn
timeittoonthose staff
the fly
in vocabulary
meetings.
and …teach andinformation
" that vagueness.toAtheirlot ofstaff."
the
language around it frustrated and
confused people.”
DISORGANIZATION
22 documents
explaining tools
46 Page
Overview

Additional 26 Page
Document on Project
Management

9 Agendas for
26 Page Roadmap
Monthly Staff
Meetings
STRUCTURING THE MATERIALS
Exploration & Ideas & Vision & Implementation
Sense Making Concepts Intent & Measurement

Customer Project Scope

Ideation Cards Prototyping Plan
Connection Template
Bright Spots,
Service Safari Storyboarding Service Blueprint
Hot Spots
FLOWCHART
FIRST STAGE
ORGANIZING THE MATERIALS
Service Design & Exploration & Vision & Implementation &
Ideas & Concepts Application
Its Purpose Sense Making Intent Measurement

To be developed by
Introduce System Introduce Stage Introduce Stage Introduce Stage Introduce Stage
Stakeholder

To be developed by To be developed by To be developed by

Define Service Design Customer Connection
Stakeholder Stakeholder Stakeholder

Introduce 4 Stages Service Safari

RELEVANCE
RELEVANCE
ENGAGEMENT
“My most memorable trainings are ones where I am participating or actually doing
something.”
Deep learning

38
Andragogy
Need to Know

Self-Concept

Role of Learner’s Experiences

“I like all the interactions we have in this. It makes it more

engaging.”
PRODUCTIVE CONFUSION
FEEDBACK
"...learner’s inference making and constructivist
thinking are fostered when digital technology is used in
conjunction with elaborate feedback." Zheng, 2018

Retrospective Feedback

Forward Thinking Feedback

Immediate, Elaborate Feedback

DISEQUILIBRIUM
KINTSCH’S
CONSTRUCTION-
INTEGRATION
MODEL
CHI'S ICAP FRAMEWORK
CHI'S ICAP FRAMEWORK
CHI'S ICAP FRAMEWORK
CHI'S ICAP FRAMEWORK
DEMONSTRATION
100% CORRECTLY
IDENTIFIED WHAT
84% OVERALL
SERVICE DESIGN
AVERAGE
IS
SCORE
+ ITS
IMPORTANCE
USER
USER
 USER
TESTING
REFLECTION
QUESTIONS