Design and Implementation of a TOGAF and UX-Driven Decision Support Service System for Academic Libraries: A Case Study of Shanghai Maritime University Library

Abstract

A Decision Support Service System (DSSS) for  academic libraries is proposed by combining the TOGAF business architecture with User Experience (UX) design principles. The proposed framework is organised into three interconnected layers: the business layer, which manages data integration and service workflows; the information layer, which supports data governance and application interoperability; and the technology layer, which incorporates system components and security features. These layers are structured in accordance with Garrett’s UX framework. The implementation of automated tools for handling real-time user requests at Shanghai Maritime University Library demonstrated improvements in both operational efficiency and user satisfaction. By integrating 
modular TOGAF components with role-oriented interface customisation, the framework establishes effective collaboration between library administrators, acting as solution seekers, and stakeholders serving as solution providers. Achieving sustained service 
enhancement depends on modernised digital service policies, effective leadership practices, and the adoption of analytical decision-support tools. Furthermore, the proposed architecture allows academic libraries to continuously adapt their collections and services to changing educational demands while ensuring scalability, security, and ongoing refinement through continuous feedback.