Are library teaching and research services broken? Understand the academic journey for better service design

Do we really understand what academics need from libraries today? Can understanding and empathising with the academic experience challenge library assumptions about teaching and research services? UTS Library investigated these questions through a year-long project. Using a design-thinking project methodology, empathy mapping and human-centred practices, the project team was able to delve into the world of the UTS academic: gaining a comprehensive understanding of the academic’s goals, behaviours, motivations and pain points around conducting teaching and research activities. The resulting insights present new opportunities for service design and delivery in an academic library context. UTS Library staff now have a suite of tools, including persona profiles and journey maps, that provide clarity and understanding on a multitude of factors affecting academics such as how they manage time pressures and why they choose to sacrifice career progression. These tools will help staff to align library services with the goals and motivations of academics in a more nuanced way, improving the journey of academics and grounding their positive experiences in a library context. Learn more about the project approach, the suite of tools created as well as the final insights and opportunities identified and discover how this kind of research allows us to authentically connect with academics and reshape the teaching and research services delivered by academic libraries with the client at the centre.