Designing More Client-centred University Services

How might we become more client-focussed to improve the quality of scholarly information and library services we offer?

 

Client: University of Southern Queensland, Scholarly & Information Services (SILS)

Project: SILS Client Engagement Model

In late 2016, The University of Southern Queensland (USQ) had a vision to reimagine its overall model for delivery of Scholarly Information & Learning Services (SILS) in order to greater serve the needs of its clientele. At the time there was a recognition that, “we’re not serving clients how they need to be served; we’re not client-focussed or client-centric”.

White Light was engaged to work with SILS over a twelve month period, harnessing a human-centred design approach to developing a new engagement model that placed university clients at the centre of all SILS services.

The project involved three phases that included the following activities:

Phase 1 Workshop: A two-day workshop held from 9-10 February 2017 to collaboratively develop a new, draft SILS client engagement model and to design a series of small, low-risk experiments to test out the draft model over a subsequent 3 month period

Phase 1 Coaching: Fortnightly, online coaching for 6 x “champions” during the implementation period of the Phase 1 model and experiments

Phase 2 Workshop: A two-day workshop held from 29-30 June 2017 to evaluate the success of the phase one model, design improvements to the model and develop a series of projects to test the next phase of implementation.

Phase 2 Coaching: Fortnightly, online coaching for 6 x “champions” during the implementation period of the Phase 2 model and projects

Phase 3 Workshop: A two-day workshop held from 14-15 December 2017 to evaluate the success of the phase two model and projects and to focus on improvements to the SILS collaborative culture in 2018.

The project involved the following outcomes:

  • New, Phase 1 draft model for client engagement (tested and evaluated based on staff and client feedback over a three month period)
  • 6 experiments conducted by multidisciplinary teams and led by a team “champion” over a three month period, with outcomes evaluated and presented to all staff
  • Improved, Phase 2 client engagement model (tested and evaluated according to a client impact metric over a three month period)
  • 6 projects undertaken by multidisciplinary teams and led by a team “champion” over a three month period, with outcomes evaluated and presented to all staff
  • Improved, Phase 3 client engagement model (implemented and evaluated through new, business-as-usual projects in 2018)

Christian worked with the Scholarly Information and Learning Services (SILS) team at the University of Southern Queensland in 2017 to develop a new service model. Christian’s energy, insights and amazing facilitation skills have taken the SILS team on an important organizational learning journey which has made a lasting difference to the way we do business. Through his help we were able to challenge and expand our thinking and ways of doing. In addition, and perhaps most importantly, Christian helped SILS to develop a stronger sense of team, and of shared vision and value.

Professor Helen Partridge

Pro Vice-Chancellor (Education), University of Southern Queensland

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