Creating a contactless pickup service at the University of Michigan library: Iterative service design and interaction safety during the pandemic

Abstract

The University of Michigan, Ann Arbor had embraced service design and design thinking, but the pandemic-induced campus transition enabled staff to innovate differently. Many services transitioned to virtual options but some onsite library services reopened for Fall 2020. Library employees created a new service model to accommodate request fulfillment of non-digitized collections: contactless pickup. Continuous feedback loops, interaction safety, and quick, collaborative support were key elements to the service’s success in design and implementation. This paper outlines its development, implementation, and adaptation, along with lessons learned and an exploration of interactions continuing to inform future design discussions and service creation.