Customer Journey Mapping & Library Service Blueprinting
2/19/2019
1:00 PM -  1:30 PM

About This Session:

Learn how to evaluate the customer experience at your library through the lenses of your customers and staff. This webinar will introduce participants to design thinking techniques, customer journey mapping, and service blueprinting to devise an exceptional customer experience at your library.

Learning Goals:

- Understand the value of customer experience (CX) for libraries

- Explore the method of Customer Journey Mapping

- Explore the method of Service Blueprinting

About the Presenters:

Céline Gareau-Brennan is an academic librarian at the University of Alberta in Edmonton, Alberta, Canada. Her prior position as Customer Experience Intern Librarian at Edmonton Public Library piqued her curiosity and passion for applying User Experience and Design Thinking concepts to libraries. Céline has a MBA and MLIS degree from the University of Alberta and prior to this degree she worked in both academic and public libraries, as well as working professionally in theatre and sustainable retail management. 
David Mucz is an academic librarian at Red Deer College in Red Deer, Alberta, Canada. He has a Masters in Library and Information Studies from the University of Alberta and a Masters in history from Nipissing University. His professional interests include customer experience, curriculum design, library instruction, and the application of online educational resources. Outside of work he is interested in comic books, national politics and international affairs.