Mapeamento de jornada em bibliotecas universitárias: uma abordagem metodológica a partir do Design Thinking

Abstract

The article presents the construction of a methodology for journey mapping in university libraries based on the user’s trajectory through the information services offered in these knowledge dissemination spaces as an important contribution to their planning. The methodological pro-cedures are characterized by a Design Thinking approach since it is an innovative outlook capable of configuring the tasks of libraries in a more significant way parting from its precepts and adapting its strategies in the systematized library environment. These procedures consist of five stages: composition of the theoretical foundations, selection of the model to be applied, definition of the persona profile, elaboration and application of the instrument, and analysis. The results delineate the methodological aspects capable of mapping the user’s journey through services in two university libraries and describe the service pro-cesses in the library’s chat and social media, self-deposit of documents, library clearance certificate issuance and book lending. The article concludes that Design Thinking applied to university libraries helps to understand their function, organizational role, and the user’s perception on services while improving their processes and idea proto-typing from an innovation perspective.