ABSTRACT The number of systematic reviews published each year has steadily increased over the past decade. At the University of Sydney Library, demand for systematic review support had reached unsustainable levels, and a reimagining of our service model was necessary. This paper documents our journey in using ‘service design thinking’ to develop a user-centred systematic review service. Using design thinking methods, we conducted user research to build empathy and understand the systematic review process from the user’s perspective. Using the principles of service design, we examined systematic review support holistically and reconsidered library services as part of a wider service ecology. We developed a suite of resources, including a service charter and an online, self-service toolkit. We also launched a systematic review mentoring program to increase the number of librarians able to deliver the service. By bringing design thinking and service design together, we were able to examine an old problem from a new vantage point. Through this process we discovered the transformational power of service design thinking and developed new solutions for our local context. We encourage other libraries to also embrace service design thinking to reimagine their own services from a new perspective.

中文翻译：

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迈向以用户为中心的系统审阅服务：服务设计思想的变革力量

摘要在过去的十年中，每年发布的系统评价的数量一直在稳定增长。在悉尼大学图书馆，对系统审查支持的需求达到了不可持续的水平，因此有必要重新设计我们的服务模式。本文记录了我们使用“服务设计思想”开发以用户为中心的系统审阅服务的过程。我们使用设计思维方法进行了用户研究，以建立同理心，并从用户的角度理解系统的审查过程。使用服务设计原则，我们从整体上考察了系统的评审支持，并重新考虑了图书馆服务，将其作为更广泛的服务生态的一部分。我们开发了一套资源，包括服务章程和在线自助服务工具包。我们还启动了系统的审查指导计划，以增加能够提供服务的图书馆员的数量。通过将设计思想和服务设计结合在一起，我们能够从新的角度审视旧问题。通过这一过程，我们发现了服务设计思想的变革力量，并针对我们的本地环境开发了新的解决方案。我们鼓励其他图书馆也采用服务设计思想，从新的角度重新构想自己的服务。