Joe J. Marquez is the Lead Experience Design Strategist at Nike. Prior to his current role, Joe was an academic librarian for 10 years at Reed College and Sonoma State University. He has presented and written on topics related to service design, UX tools, and library space assessment. While not currently a librarian, he remains active in the library community through teaching and outreach and never hesitates to evangelize about service design when asked. He is the co-author of the books Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement (2016) and Getting Started in Service Design (ALA Neal-Schuman, 2017). He was awarded the first Future of Librarian Fellowship in 2017 from the ALA Center for the Future of Libraries and was named a 2018 Mover and Shaker by Library Journal. He has an MLIS from the University of Washington iSchool and an MBA from Portland State University.
- Table of Contents
- About the Authors
Service design is a holistic, collaborative methodology that puts the user at the center of the service delivery model. Because this approach prioritizes users and their overall experience, it's a valuable framework that librarians and administrators can use as a group to assess, revise, and create library services, spaces, and workflows. In this book, the authors use an action-oriented assortment of exercises, templates, and tools to make service design more accessible to all types of libraries. Escorting readers through all the fundamentals, this how-to-do-it manual
- introduces the service design concept, what it is used for, and how it can benefit every institution;
- includes a checklist for determining if service design is the best approach;
- describes the four necessary phases for any service design project, with key exercises for thinking in service design terms to craft a "thick description" of the library's users and behavior;
- explains the importance of making assessment part of the fabric of the library, and offers tools following through;
- reviews real-life examples of implemented service design, spotlighting how students and researchers use library services;
- provides templates for documenting service design; and
- offers advice for moving forward and managing change.
This book is the perfect primer for those new to the methodology as well as a useful reference to consult throughout a service design project.
Service Design Defined
Why Service Design?
The Phases of Service Design
The Service Design Mindset
- Making the Intangible Tangible
- Confirming with Evidence
- Focusing on User Needs and Expectations
- Thinking Holistically
- Having Empathy
- Being Open-Minded and Not a Devil’s Advocate
- Being Willing to Evolve
Reasons for a Service Design Inquiry
Library Service Design Heuristics
Sample Heuristic Evaluation
- Service: Checking out a Book
Identifying Real Problems
- Internal Teams
- External Teams
Devising Team Rules
- Questions to Consider when Making Ground Rules
- Project Purpose
- Project Objectives
- Project Scope
Interviews and Contextual Inquiry
- Interview Protocol Checklist
Work Like a User
Scenarios and Expectation Maps
Customer Journey Map
- Nondynamic Service Prototypes
- Dynamic Service Prototypes
- Focus Group Checklist
- Recruiting Checklist
Example: Use of Tools in Service Design Projects
- Public Library
- Academic Library
- Space Analysis
- Customer Journey Map
- Mobile Ethnography
- Service Blueprint
Preparing Data for Coding
Conclusion: The Write-Up
"This is an eminently usable hands-on guide to helping every library be the best it can be."
"Lush with tables, figures, worksheets, and visual prompts, this book will benefit library staff in finding a navigational route in what can be a daunting process ... Highly recommended."
"A useful and practical book ... It is written in a clear and engaging style and includes a short bibliography for further reading."
— Catholic Library World