Hostname: page-component-cd9895bd7-8ctnn Total loading time: 0 Render date: 2024-12-26T08:40:52.003Z Has data issue: false hasContentIssue false
  • English
  • Français

Service design for the design community: TCDC Resource Center's relocation experience

Published online by Cambridge University Press:  05 October 2018

Lerchart Thamtheerasathian ,
Songphan Choemprayong ,
Pimpaporn Teerathammongkol  and
Siwalai Srisatriyanon
Lerchart Thamtheerasathian
Affiliation:
Director of Creative Knowledge Development, Thailand Creative & Design Center, The Grand Postal Building, 1160 Charoenkrung Road, Bangrak, Bangkok 10501, Thailand Email: [email protected]
Songphan Choemprayong
Affiliation:
Assistant Professor, Department of Library Science, Faculty of Arts, In affiliation with the Arc of Memory, Research Unit and the Behavioral, Research and Informatics Research Unit, Chulalongkorn University, Phayathai Rd., Pathumwan, Bangkok 10330, Thailand Email: [email protected]
Pimpaporn Teerathammongkol
Affiliation:
Undergraduate student, Faculty of Arts, Chulalongkorn University, Phayathai Rd., Pathumwan, Bangkok 10330, Thailand Email: [email protected]
Siwalai Srisatriyanon
Affiliation:
Undergraduate student, Faculty of Arts, Chulalongkorn University, Phayathai Rd., Pathumwan, Bangkok 10330, Thailand Email: [email protected]
Get access

Abstract

During the move to a new location in 2016-2017, the headquarters of Thailand Creative & Design Center (TCDC) in Bangkok applied a service design approach to devise and deploy new and improved services. Applying a case study approach, this article reports the TCDC experience in adopting a service design approach in its library function at the TCDC Resource Center. The initiative aimed to create a new service blueprint as well as to implement new and updated services to meet ever-changing user needs. It is expected that service design will increase the user satisfaction level, which will lead to an increasing number of members and visitors, as well as promote revisits and brand loyalty. The process included developing empathy, service ideation, prototyping, and testing. As a result, several new and updated services were introduced and implemented both in the physical space and online. As an iterative process, the design team has also provided multiple channels to receive feedback from users both directly and indirectly to ensure continuous improvement of its services and products.

Type
Research Article
Information
Art Libraries Journal , Volume 43 , Issue 4 , October 2018 , pp. 175 - 184
Copyright
Copyright © ARLIS 2018 

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

1. Stickdorn, Marc, “5 Principles of Service Design Thinking,” in This Is Service Design Thinking: Basics, Tools, Cases, ed. Stickdorn, Marc and Schneider, Jacob, 6th ed. (Amsterdam, The Netherlands: BIS Publishers, 2011), 26–39Google Scholar.

2. Ibid.

3. Ditte Mortensen, “Stage 1 in the Design Thinking Process: Empathise with Your Users | Interaction Design Foundation,” Interaction Design Foundation, 2017, https://www.interaction-design.org/literature/article/stage-1-in-the-design-thinking-process-empathise-with-your-users; Rikke Dam and Teo Siang, “Design Thinking: Getting Started with Empathy - Interaction Design Foundation,” Interaction Design Foundation, 2018, https://www.interaction-design.org/literature/article/design-thinking-getting-started-with-empathy; Coleman, Roger, Lebbon, Cherie, and Myerson, Jeremy, “Design and Empathy,” in Inclusive Design (London: Springer London, 2003), 478–99CrossRefGoogle Scholar; Katja Battarbee, Jane Fulton Suri, and Suzanne Gibbs Howard, “Empathy on the Edge: Scaling and Sustaining a Human-Centered Approach in the Evolving Practice of Design,” 2014, https://www.ideo.com/news/empathy-on-the-edge.

4. Rikke Dam and Teo Siang, “Map the Stakeholders - Interaction Design Foundation,” Interaction Design Foundation, 2018, https://www.interaction-design.org/literature/article/map-the-stakeholders.

5. Nielsen, Lene, “Personas,” The Encyclopedia of Human-Computer Interaction (Interaction Design Foundation, 2013)Google Scholar, https://www.interaction-design.org/literature/book/the-encyclopedia-of-human-computer-interaction-2nd-ed/personas#heading_Four_different_perspectives_page_12414.

6. Paul Boag, “What Is Customer Journey Mapping and How to Start?,” 2018, https://boagworld.com/usability/customer-journey-mapping/; Adam Richardson, “Using Customer Journey Maps to Improve Customer Experience,” Harvard Business Review, October 2010, https://hbr.org/2010/11/using-customer-journey-maps-to.