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Leila Juusola: Service design including customers

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Once there was a nice and big library space with very little usage. Now there is a comfortable Learning Hub Greenhouse with amazing usage – user-driven learning space co-designed with by students, staff and the library.
This is an ideal example of what we librarians can do together with our customers – and it is true. Now there are growing many other Learning Hubs all over the Aalto University campus.
But there are still many needs that we do not know about. And even knowing what your customers want is not enough… We have to understand their needs and include them from the beginning. How can we better do this? Library is nothing without customers. We have to get to know each other better.

Leila

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