Using service blueprinting as a tool for service assessment

Service Design is an approach to understanding, developing, and assessing services from a user perspective. This methodology allows organizations to see their services holistically, across in-person and online touch points, and across departmental lines.
This workshop will provide a hands-on introduction to the service blueprinting framework from Practical Service Design. This tool is used to investigate and identify service gaps and pain points from a user’s point of view. The service blueprinting process results in actionable insights to help improve services by addressing the root issues. This lightweight assessment tool allows libraries to make evidence based decisions and design data-driven services, without spending hours on data collection and analysis. Service blueprinting also provides compelling evidence for communicating with stakeholders to support service innovation.
In small groups, attendees will assess a service problem using the service blueprinting method, and generate recommendations based on findings.

  • What is a service blueprint
  • How to create a service blueprint
  • How to use a service blueprint as a method of assessment in your library
  • How to extract actionable recommendations from blueprint findings

Should you fail to withdraw 48+ hours in advance, thereby preventing your colleagues on the waitlist from filling in your spot, your library account will be charged $10 per missed workshop. Please note, it is your responsibility to sign next to your name on the attendance sheet for each workshop session. A blank signature spot will result in a penalty charge.


Kyla Everall, User Services Librarian