Imagine the Possibilities

Concurrent Program Session

Using Human Centered Design to Empower Library Staff to Identify, Test, and Implement Service Improvements

Thursday, March 22, 2018, 2:00 PM - 3:00 PM

Pennsylvania Convention Center, Ballroom B

Chicago Public Library, Richland Library, and San Jose Public Library are creating high impact service improvements with modest resources by more deeply understanding their patrons’ needs and interests. They support staff teams to use design thinking to build services that are highly responsive to their diverse communities. Explore how design thinking might be deployed in your library and learn about tools and resources to help you do so.

At the end of this session, participants will:

1: Understand how to apply human centered design to better understand and create relevant services for your patrons (including advice about managing change, building teams, creating transparent processes that invite participation from all staff, etc.) 2: Practice simple design process to gain insights about the value of design thinking 3: Identify concrete resources that can help your library begin or strengthen its design process

The session organizer(s) identified this session as appropriate for:
Level 1: People with no previous knowledge of the topic.

This session will have: High interaction (examples: facilitated discussion; small group collaborative work; hands-on activity or application)

Handouts: Download 1   Download 2   Download 3  

Track: Lead

Tags: Spaces and Places, Innovation, Public Services, Transforming Libraries, User Experience (UX)


Michelle Frisque, Chief of Technology, Content and Innovation
Chicago Public Library , Chicago , IL

As the Chief of Technology, Content and Innovation at Chicago Public Library, Michelle Frisque ensures that the technology, collections, innovation framework and data support the library's strategic plan. Previously Michelle was Head of Information Systems at the Galter Health Sciences Library, Northwestern University. She is a former President of LITA and has a Masters of Learning and Organization Change from Northwestern and a MLIS from the University of Pittsburgh.

Andrea Saenz, First Deputy
Chicago Public Library , Chicago , IL

Andrea Sáenz serves as First Deputy Commissioner & Chief Strategy Officer for Chicago Public Library, a system of 80 libraries, where she leads strategy, service design, program development and evaluation. Previously, Andrea served as chief of staff at Chicago Public Schools, policy advisor for career and technical education at the US Department of Education, and executive director of HACE, a national organization working to increase Latinos' success in professional careers.

Georgia Coleman, Chief Customer Officer
Richland Library , Columbia , SC

A leader in the use of human-centered design in public libraries, Georgia Coleman is a champion for library services that enhance community connectedness and quality of life. She currently serves as Chief Customer Officer at the award-winning Richland Library in Columbia, SC, where she is responsible for public services and customer experience throughout the library system.

Jill Bourne, Library Director
San Jose Public Library , San Jose , CA

Jill Bourne has spearheaded her Library Access Strategy, opened new libraries, built new relationships with and support from San Jose?s civic leadership, and leveraged partnerships and fostered innovation?and is now reaching beyond the library to a new citywide Education and Digital Literacy Initiative. She is the 2017 LJ Librarian of the Year, sponsored by Baker & Taylor. Before joining SJPL she was the Deputy City Librarian at San Francisco Public Library.

For questions about…

Cancellation Policy

The PLA 2018 Conference is offered on a cost-recovery basis. PLA reserves the right to cancel all or any part of this event if there is insufficient registration or for other reasons. Neither ALA nor PLA is responsible for cancellation charges assessed by the airlines or travel agencies, or other losses incurred due to the cancellation of the workshops. All information listed on this website is subject to change.

Attendee Cancellation Policy

Written cancellations, requests for refunds, and/or changes will be accepted until February 23, 2018, and are subject to a $30 handling fee. Refunds will be processed after April 23, 2018. According to PLA policy, all meal events require preregistration. The above cancellation/change information also applies to all preconferences, meal events, and tours. No meal tickets will be sold onsite.

Exhibitor Cancellation Policy

All booth space cancellation requests must be received in writing by Show Management (Corcoran Expositions). If space is reduced, the net reduction of space will be treated as a cancellation of that space. If Show Management receives a written request for cancellation of space on or before October 31, 2017, the exhibitor will be eligible for a refund less the nonrefundable deposit of $950 per 100 square feet of exhibit space. For cancellations received after October 31, 2017, exhibitors are liable for 100% of the cost of space.


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To discuss PLA 2018 sponsorship opportunities, contact Corcoran Expositions, Mary Michalik at 312-265-9650,; or Matt McLaughlin at 312-265-9655,

Thank You PLA 2018 Conference Sponsors!

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PLA 2016 Archive

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