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Objective: The objective of this article is to illustrate the application of service blueprinting—a design tool that comes from the service design tradition—for assessing and improving library technology services.

Setting: A mid-sized library at a public university in the western United States.

Methods: A service blueprint was co-created by library and IT staff in a design workshop in order to map the operational flow of a data visualization display wall.

Results: Guided by the service blueprint, the project team identified points of improvement for the service of the data visualization display wall, and developed recommendations to aid further applications of service blueprinting.

Conclusions: Ultimately, service blueprinting was found to be a useful tool that can be applied to assess and improve library technology services.


service design, service blueprint, user experience, assessment, data visualization, display wall


CyberDiscovery display hardware hardware was funded by Montana State University Equipment Fee Allocation Committee. At the time of this writing, the CyberDiscovery display wall subcommittee comprised the following members: Jacqueline Frank, Amanda Hardin, Jonathan Hilmer, Pol Llovet, Sara Mannheimer, Doralyn Rossmann, Justin Shanks, and Joshua Turner. The facilitators of the design workshop on service blueprinting were Kris Johnson, Taylor Schultz, and Scott W. H. Young. Participants in the initial service blueprinting exercise were Sara Mannheimer, Hannah McKelvey, David Swedman, and Scott W. H. Young, with subsequent feedback from the CyberDiscovery subcommittee. The authors wish to thank all of the above for their contributions to this project, as well as the anonymous peer reviewers for their invaluable feedback during the review process.

Corresponding Author

Scott W. H. Young, Montana State University, P.O. Box 173320, Centennial Mall, Bozeman, MT 59717-3320; swyoung@montana.edu

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Copyright Young et al. © 2018

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This work is licensed under a Creative Commons Attribution 4.0 License.