La titularidad de los derechos patrimoniales de esta obra pertenece a las instituciones editoras. Su uso se rige por una licencia Creative Commons BY-NC-ND 4.0 Internacional, https://creativecommons.org/licenses/by-nc-nd/4.0/legalcode.es, para un uso diferente consultar al responsable jurídico del repositorio por medio del correo electrónico drevista@iibi.unam.mx.
Ver términos de la licenciaHolanda, Rebeca Josiane Alves de, et al. (2024). Journey Mapping in University Libraries: A Methodological Approach Based on Design Thinking. Investigación Bibliotecológica: archivonomía, bibliotecología e información; Vol. 38 Núm. 101, 2024; 125-144. Recuperado de https://repositorio.unam.mx/contenidos/4159561
Autor(es)
Holanda, Rebeca Josiane Alves de; Barbalho, Célia Regina Simonetti; Nascimento, Mateus Rebouças; Jiménez Román, Arturo
Tipo
Artículo de Investigación
Área del conocimiento
Ciencias Sociales y Económicas
Título
Journey Mapping in University Libraries: A Methodological Approach Based on Design Thinking
Fecha
2024-10-03
Resumen
The article presents the construction of a methodology for journey mapping in university libraries based on the user’s trajectory through the information services offered in these knowledge dissemination spaces as an important contribution to their planning. The methodological procedures are characterized by a Design Thinking approach since it is an innovative outlook capable of configuring the tasks of libraries in a more significant way parting from its precepts and adapting its strategies in the systematized library environment. These procedures consist of five stages: composition of the theoretical foundations, selection of the model to be applied, definition of the persona profile, elaboration and application of the instrument, and analysis. The results delineate the methodological aspects capable of mapping the user’s journey through services in two university libraries and describe the service processes in the library’s chat and social media, self-deposit of documents, library clearance certificate issuance and book lending. The article concludes that Design Thinking applied to university libraries helps to understand their function, organizational role, and the user’s perception on services while improving their processes and idea prototyping from an innovation perspective.
Tema
University Library; Design Thinking; Journey Mapping; Methodology; Biblioteca universitaria; Design thinking; Mapeo del recorrido; Metodología; Biblioteca universitária; Design thinking; Mapeamento de jornada; Metodologia
Idioma
por
ISSN
ISSN electrónico: 2448-8321; ISSN impreso: 0187-358X
