<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0187-358X</journal-id>
<journal-title><![CDATA[Investigación bibliotecológica]]></journal-title>
<abbrev-journal-title><![CDATA[Investig. bibl]]></abbrev-journal-title>
<issn>0187-358X</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Instituto de Investigaciones Bibliotecológicas y de la Información]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0187-358X2024000400125</article-id>
<article-id pub-id-type="doi">10.22201/iibi.24488321xe.2024.101.58917</article-id>
<title-group>
<article-title xml:lang="pt"><![CDATA[Mapeamento de jornada em bibliotecas universitárias: uma abordagem metodológica a partir do Design Thinking]]></article-title>
<article-title xml:lang="es"><![CDATA[Mapeo de los recorridos en bibliotecas universitarias: un enfoque metodológico basado en Design Thinking]]></article-title>
<article-title xml:lang="en"><![CDATA[Journey Mapping in University Libraries: A Methodological Approach Based on Design Thinking]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Holanda]]></surname>
<given-names><![CDATA[Rebeca Josiane Alves de]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Barbalho]]></surname>
<given-names><![CDATA[Célia Regina Simonetti]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Nascimento]]></surname>
<given-names><![CDATA[Mateus Rebouças]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad María Auxiliadora  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Paraguay</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidade Federal do Amazonas Faculdade de Informação e Comunicação ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Brazil</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidade Federal de Santa Catarina  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Brazil</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2024</year>
</pub-date>
<volume>38</volume>
<numero>101</numero>
<fpage>125</fpage>
<lpage>144</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0187-358X2024000400125&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0187-358X2024000400125&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0187-358X2024000400125&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="pt"><p><![CDATA[RESUMO Apresenta a construção de uma metodologia para o mapeamento da jornada em bibliotecas universitárias, a partir da trajetória do usuário nos serviços de informação oferecidos por esses ambientes de disseminação de saberes, como uma importante contribuição para o planejamento dessas bibliotecas. Os procedimentos metodológicos caracterizam-se pela abordagem do Design Thinking como um enfoque inovador capaz de configurar de modo mais significativo as ações da biblioteca, baseando-se em seus preceitos e em uma adaptação de estratégias aplicadas ao ambiente sistematizado das bibliotecas universitárias, configurado em cinco etapas: composição dos fundamentos teóricos, seleção do modelo a ser aplicado, definição do perfil das personas, elaboração e aplicação do instrumento, e análise. Os resultados descrevem aspectos metodológicos capazes de mapear a jornada de serviços em bibliotecas universitárias, caracterizando os processos de atendimento no chat e mídias sociais da biblioteca, autodepósito de documentos, emissão de nada consta e empréstimo de livros em duas bibliotecas universitárias. Conclui-se que o Design Thinking aplicado em bibliotecas universitárias corrobora para compreender sua função, seu papel organizacional e a perspectiva do usuário em relação aos serviços melhorando os seus processos e a prototipação oriunda de ideias no viés da inovação.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN El artículo presenta la construcción de una metodología para mapear los recorridos hechos en las bibliotecas universitarias como un aporte importante para la planificación de estos espacios, a partir de las trayectorias de los usuarios a través de los servicios de información ofrecidos en estos entornos de difusión del conocimiento. La metodología se caracteriza por un acercamiento desde el Design Thinking como un enfoque innovador capaz de configurar de manera más significativa el quehacer de la biblioteca a partir de sus preceptos y en la adaptación de estrategias aplicadas al entorno sistematizado bibliotecario; esta se planteó en cinco etapas: composición de los fundamentos teóricos, selección del modelo por aplicar, definición del perfil de los usuarios, elaboración y aplicación del instrumento, y análisis. Los resultados detallan aspectos metodológicos que revelan los recorridos a través de los servicios ofrecidos en dos bibliotecas universitarias y describen los procesos de atención en el chat y en las redes sociales de las bibliotecas, el autodepósito de documentos, la emisión de constancias de no adeudo y el préstamo de libros. Se concluye que la aplicación de Design Thinking en las bibliotecas universitarias ayuda a comprender su función, su rol organizacional y la perspectiva del usuario en relación con los servicios mejorando sus procesos y el prototipado de ideas surgidas desde la perspectiva de la innovación.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT The article presents the construction of a methodology for journey mapping in university libraries based on the user&#8217;s trajectory through the information services offered in these knowledge dissemination spaces as an important contribution to their planning. The methodological procedures 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&#8217;s journey through services in two university libraries and describe the service processes in the library&#8217;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&#8217;s perception on services while improving their processes and idea prototyping from an innovation perspective.]]></p></abstract>
<kwd-group>
<kwd lng="pt"><![CDATA[Biblioteca universitária]]></kwd>
<kwd lng="pt"><![CDATA[Design thinking]]></kwd>
<kwd lng="pt"><![CDATA[Mapeamento de jornada]]></kwd>
<kwd lng="pt"><![CDATA[Metodologia]]></kwd>
<kwd lng="es"><![CDATA[Biblioteca universitaria]]></kwd>
<kwd lng="es"><![CDATA[Design thinking]]></kwd>
<kwd lng="es"><![CDATA[Mapeo del recorrido]]></kwd>
<kwd lng="es"><![CDATA[Metodología]]></kwd>
<kwd lng="en"><![CDATA[University Library]]></kwd>
<kwd lng="en"><![CDATA[Design Thinking]]></kwd>
<kwd lng="en"><![CDATA[Journey Mapping]]></kwd>
<kwd lng="en"><![CDATA[Methodology]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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