How to Cite
Journey Maps and Customer Hacks: Redesigning Services at the State Library Victoria. (2015). Synergy, 13(1). https://slav.vic.edu.au/index.php/Synergy/article/view/V131156
Abstract
Justine Hyde, acting CEO and State Librarian at the SLV, and her colleagues, outline the redesigned service model at the State Library of Victoria based on eight foundation service principals. This article outlines what is the beginning of a multi-staged process of implementation.