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The case: When the Library of one of Italy’s leading universities decided to rethink its services, the starting point was both simple and powerful: how can we truly improve our users’ experience? In a context where students, researchers, and faculty members experience the Library as a place of study, connection, and discovery, the Management chose to adopt Design Thinking to imagine new ways of responding to the needs of its academic community. |
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PMProgetti's intervention: PMProgetti was invited to support this innovation journey. We designed and facilitated a workshop spread across four half‑day sessions, bringing together a multidisciplinary team representing every area of the Library: public services, cataloguing, physical spaces, technology, and research support. From the very first session, the atmosphere reflected the spirit of a shared challenge: different people, different skills, one common goal. Following the Stanford University Design Thinking framework, we guided the group through an in‑depth analysis of the Customer Journey, observing every interaction between users and the Library with fresh eyes. This approach allowed us to uncover not only pain points but also previously unexplored opportunities. Ideas that took shape. Throughout the workshop, several concrete and innovative proposals emerged, including:
Each idea was built around real user needs, identified and understood through the Design Thinking process. The impact: The most significant outcome was not just the list of proposed projects, but the cultural transformation that the journey sparked. The Library team experienced a new way of working together - more open, creative, and user‑centered. They also discovered a new approach to understanding their “customers” more deeply. The experience was so positive that the organization decided to officially adopt the Design Thinking process as part of its internal innovation practices. |
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