2015 / Tools for Co-Creation in Service Design


2015 / Tools for Co-Creation in Service Design

Members: 6
Latest Activity: Nov 22, 2015

Sunday 13 September at 13:15-14:45

Service needs to be empathetic to user needs in order to be useful, usable, effective and desirable. Service design is therefore necessarily a co-creative process that has its foundations in the needs, and experiences of real people.

Our proposed session focuses on the first crucial step of the service design process – understanding the unique experiences of users in order to uncover new insights. This workshop aims to help 

While there are a variety of tools and methods for gaining insights from different user perspectives, selecting the right tools will help to extract the most important and relevant information in response to your design challenge. Referencing our experience in service development and design, we will also share how various tools have been applied to space and service touch point design within the library context. Participants will be equipped with relevant tools and skills that they can adapt to their own professional contexts.


Ms Joti Upadhya D/O Omprakash, Associate (Arts & Culture), Programme & Content Development, Public Libraries, National Library Board Singapore
Joti currently takes on the role of a Cultural Concierge at the Public Libraries, a community engagement officer seeding a sustainable interest in arts appreciation and creation, transforming library spaces into social learning touchpoints.  Working on the ground, the Arts & Culture team has the opportunity to observe user patterns closely. The team constantly reviews its curation process, and aims to lower the barriers to entry and nurture co-creation through Arts and Culture 101s. She was also involved in engaging library users as part of the planning and design process for a new library.

Ms Lynn Koh, Librarian, Library Service Development, Public Libraries, National Library Board Singapore
Lynn currently takes on the role of a library planner, developing and revamping public library spaces and services for the next generation of public libraries in Singapore. She works closely with cross functional teams from within the organisation, external design consultants, and community partners and library users to develop new library spaces and services. Two recently completed team projects include the new library@orchard and Sembawang Public Library, both designed with user engagement and research. Lynn has previously worked in different areas with the Public Libraries Singapore group, including working with the community at the public library branches, and developing services for teens.

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