Bookable support sessions
Background
I worked with an academic library that offered in person ‘drop in’ sessions for students and staff. However, users frequently waited extended periods to access the service. There had to be a better way. We want to respect our users’ time.
Objectives
Design a new service so that users can make an online booking to meet with a librarian using Zoom.
Process
I worked within a Project Team of 5 to design a new user support service using Calendly and Zoom. The team worked alongside a group of subject matter experts and stakeholders.
Created a service design model, service design blue print, infographics, and plain English communications to educate and inform stakeholders.
Applied expertise & methodologies
Service Design | UX research | UX prototyping | Journey Mapping | data analysis
I mapped users’ journeys using Miro and created presentations using PowerPoint and Google Slides to communicate to stakeholders users' pain points.
Outcome
Successfully implemented the new service. Users can get the support they need when they need it without lengthy wait times. Users are able to plan their day around their appointment slot. Usage data captured from the booking tool assists in workforce planning.
Next steps
Follow up research to be conducted in Q4 2023 to gain feedback from users.