Week 4: Designing programs, products and services

What’s on in Week 4


When Monday 10 August, 5.30pm til 7.30pm
Where On campus: S305 Gardens PointThere is no online class this week, as this is an interactive workshop. Instead, I’ll be providing a video overview of the activity that you can pause as you complete the activity at home.
What  We’ll look at methods for designing programs, products and services, and in particular, design thinking.
Can’t make it to class? You’ll be able to work through the activity in your own time and post the product on the site for feedback from Kate.

Activity for online students

I’ve made a video overview of the design thinking activity we did in class. You’ll need to watch the video and pause it where indicated to complete the steps in the activity. There is also a second video, which is the interview you’ll be using in the activity.

At a couple of points in the video, you’ll be prompted to post your work in the forum for feedback from your peers.

Here’s everything you need to complete the activity:

* Please note this video will only be available til 11.59pm Sunday 23 August. Please do not share this video.

Things to read and watch before class

learning-materials-iconHoward, Z. and Davis, K. (2011). From solving puzzles to designing solutions: Integrating design thinking into evidence based practice. Evidence Based Library and Information Practice, 6(4).

Bell, S. J. (2008). Design Thinking. American Libraries, 39(1/2), 44-49.

Schmidt, A. (2010). The user experience. Library Journal, 135(1), 28.

Scupola, A., and Nicolajsen, H. W. (2010). Service innovation in academic libraries: Is there a place for the customers? Library Management, 31(4-5), 304-318. (particularly pages 304-308)

Schachter, D. (2010). Understanding the information user: keeping up-to-date profiles of your main users and challenging your existing products and services will help you increase usage and expand your customer baseInformation Outlook, 14(8), 26-27.

Things to do

assessment-iconWeek 4 quiz

Complete this week’s quiz on GoSoapbox. You’ll need to enter in the access code, which is: 806502861

Please make sure you enter your full name so we can award you the marks.

It’s not mandatory that you complete the quiz this week – you just need to have done it before the first checkpoint in Week 8 – but I recommend you do it while the readings are fresh in your mind.


For those of you who want to prepare your answers before you start the quiz, here are the questions:

  1. According to Howard and Davis, who coined the term ‘wicked problem’?
  2. What is the sixth phase in Howard and Davis’ hybrid EBP and design thinking model?
  3. What are the four stages of the user experience, according to Steven Bell, from lowest to highest level of user interaction?
  4. What are the five parts of the IDEO design thinking model?
  5. What are the three roles that customers can play in the innovation process?

Week 3 activity post

If you want to get the 2 additional marks for timely submission, you need to post your Week 3 activity post in your personal forum by 11.59pm Sunday. (Remember, I gave you an extension on the Week 3 activity because I was slow getting the Week 3 material up.)

Other things to do