Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle

Objective: Customer journey mapping and design thinking were identified as useful tools for identifying deeper insights into the research data service needs of researchers on our campus with their direct input. In this article we discuss ways to improve the process in order to identify data needs ea...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Kay Bjornen, Cinthya Ippoliti
Formato:	article
Lenguaje:	EN
Publicado:	University of Massachusetts Medical School, Lamar Soutter Library 2021
Materias:	design thinking journey mapping research data services rds faculty engagement imls Bibliography. Library science. Information resources Z
Acceso en línea:	https://doaj.org/article/fdfbd66c93c1464c8df66e38fcabf7e4
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:fdfbd66c93c1464c8df66e38fcabf7e4
record_format	dspace
spelling	oai:doaj.org-article:fdfbd66c93c1464c8df66e38fcabf7e42021-11-18T17:25:24Z Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle10.7191/jeslib.2021.12142161-3974https://doaj.org/article/fdfbd66c93c1464c8df66e38fcabf7e42021-11-01T00:00:00Zhttps://escholarship.umassmed.edu/jeslib/vol10/iss4/1/https://doaj.org/toc/2161-3974Objective: Customer journey mapping and design thinking were identified as useful tools for identifying deeper insights into the research data service needs of researchers on our campus with their direct input. In this article we discuss ways to improve the process in order to identify data needs earlier in the project life and at a more granular level. Methods: Customer journey mapping and design thinking were employed to get direct input from researchers about their research processes and data management needs. Responses from mapping templates and follow-up interviews were then used to identify themes to be explored using design thinking. Finally, a toolkit was created in Open Science Framework to guide other libraries who wish to employ these techniques Results: Outcomes from the customer journey mapping and design thinking sessions identified needs in the areas of data storage, organization and sharing. We also identified project-management lessons learned. The first lesson was to ensure the researchers who participate adequately represent the range of data needs on campus. Another was that customer journey mapping would be more effective if the responses were collected in real time and researchers were allowed more flexibility in the mapping process. Conclusions: Modifications to the customer journey mapping and design thinking techniques will provide real-time responses and deeper insights into the research data service needs of researchers on our campus. Our pilot identified some important gaps but we felt that more subtle and useful outcomes were possible by making changes to our process.Kay BjornenCinthya IppolitiUniversity of Massachusetts Medical School, Lamar Soutter Libraryarticledesign thinkingjourney mappingresearch data servicesrdsfaculty engagementimlsBibliography. Library science. Information resourcesZENJournal of eScience Librarianship, Vol 10, Iss 4, p 1214 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	design thinking journey mapping research data services rds faculty engagement imls Bibliography. Library science. Information resources Z
spellingShingle	design thinking journey mapping research data services rds faculty engagement imls Bibliography. Library science. Information resources Z Kay Bjornen Cinthya Ippoliti Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle
description	Objective: Customer journey mapping and design thinking were identified as useful tools for identifying deeper insights into the research data service needs of researchers on our campus with their direct input. In this article we discuss ways to improve the process in order to identify data needs earlier in the project life and at a more granular level. Methods: Customer journey mapping and design thinking were employed to get direct input from researchers about their research processes and data management needs. Responses from mapping templates and follow-up interviews were then used to identify themes to be explored using design thinking. Finally, a toolkit was created in Open Science Framework to guide other libraries who wish to employ these techniques Results: Outcomes from the customer journey mapping and design thinking sessions identified needs in the areas of data storage, organization and sharing. We also identified project-management lessons learned. The first lesson was to ensure the researchers who participate adequately represent the range of data needs on campus. Another was that customer journey mapping would be more effective if the responses were collected in real time and researchers were allowed more flexibility in the mapping process. Conclusions: Modifications to the customer journey mapping and design thinking techniques will provide real-time responses and deeper insights into the research data service needs of researchers on our campus. Our pilot identified some important gaps but we felt that more subtle and useful outcomes were possible by making changes to our process.
format	article
author	Kay Bjornen Cinthya Ippoliti
author_facet	Kay Bjornen Cinthya Ippoliti
author_sort	Kay Bjornen
title	Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle
title_short	Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle
title_full	Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle
title_fullStr	Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle
title_full_unstemmed	Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle
title_sort	using customer journey mapping and design thinking to understand the library’s role in supporting the research data lifecycle
publisher	University of Massachusetts Medical School, Lamar Soutter Library
publishDate	2021
url	https://doaj.org/article/fdfbd66c93c1464c8df66e38fcabf7e4
work_keys_str_mv	AT kaybjornen usingcustomerjourneymappinganddesignthinkingtounderstandthelibrarysroleinsupportingtheresearchdatalifecycle AT cinthyaippoliti usingcustomerjourneymappinganddesignthinkingtounderstandthelibrarysroleinsupportingtheresearchdatalifecycle
_version_	1718420764352315392

Using Customer Journey Mapping and Design Thinking to Understand the Library’s Role in Supporting the Research Data Lifecycle

Ejemplares similares