I helped a university in New York develop its service strategy and preliminary space program for its digital scholarship library. 

To define the future of services, programs, and partnerships at the library, I, along with the rest of the strategy team, facilitated four service design workshops with students (both undergraduate and graduate), faculty, library staff, and partners. These workshops were focused on the following areas:

• Service philosophy - We facilitated activities to uncover elements that make up great and bad services and understand the library’s core values and the experience that should be evoked among users when using the library.

• Service portfolio - We probed on which existing services and programs  in the library should continue to be offered, those that should be discontinued or altered, and new ones that should be available. Participants then categorized these services based on a schema that will work best for library users.

• Service delivery - We used the digital scholarship principles that emerged from previous sessions and probed on how services should be delivered to meet the desired principles. Participants also did a service blueprinting activity focused on three key user activities.

• Service points - We presented different service point models and probed on where service points should be available in the library. We then asked users to identify services, staff, tools, and technologies needed in these service points.

Findings from the workshops were used to create an overall service strategy and space program for the library which consisted of 33 different combinations of space types that total 28,500+ NSF*.