Service re-design of the State Library of Victoria: Approaches and lessons learned

More and more projects are looking to integrate digital and physical service environments, delivering a cohesive experience to customers as they interact with the organisation across many different channels.

The State Library of Victoria attracts nearly two million visitors a year and even more than that through its online channels and phone-based services. It has a rich history and plays a central role in the cultural life of Victoria.

In 2014 the Library underwent a comprehensive re-design of its service delivery, working closely with Meld Studios over a thirteen week period. During the project the team embarked on a series of activities aimed at understanding the service context of this institution. Along the way, the team not only learned about the Library, it also learned a few lessons about large-scale service design projects.
 

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