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Wednesday, March 6 • 10:40am - 11:20am
D30: Service Design Meets Web Design: A case study of collaborating to design a proactive chat experience

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This case study describes how two librarians addressed a trend of declining chat interactions when evidence suggests students still needed help. By collaborating with each other we combined our expertise in Service Design with Web Design to redesign the library's chat service, operating within several design and resource constraints. This case study will emphasize communication strategies, leveraging an Agile approach, designing for accessibility, and describes the impact of the redesigned proactive chat.

avatar for Julia Caffrey

Julia Caffrey

Web Services Librarian, Towson University
avatar for Kimberly Miller

Kimberly Miller

Assessment Librarian, Albert S. Cook Library, Towson University
ACRL-MD Vice President/President Elect (2018-2019)Formerly Learning Technologies Librarian (2015 - 2018) and Emerging Technologies Librarian (2012-2015) at Towson University.

Wednesday March 6, 2019 10:40am - 11:20am CST
Zlotnik 6
  2. UX in Practice