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- Description
- Table of Contents
- About the authors
- Reviews
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.
Acknowledgments
Chapter 1 About Service Design
Service Design Defined
Why Service Design?
The Phases of Service Design
- Pre-Work
- Observation
- Understanding/Thinking
- Implementation
- Maintenance/Post-Assessment
The Service Design Mindset
- Co-Creating
- 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
Chapter 2 Getting Started with Evaluating Services
Library Service Design Heuristics
Sample Heuristic Evaluation
- Service: Checking out a Book
Conclusion
Further Reading
Chapter 3 Project Planning
Identifying Real Problems
Creating Teams
- Internal Teams
- External Teams
Identifying Stakeholders
Devising Team Rules
- Questions to Consider when Making Ground Rules
Project Definitions
- Project Purpose
- Project Objectives
- Project Scope
Scheduling
Project Documentation
Chapter 4 Service Design Tools
Service Inventory
Ecology Map
Stakeholder Map
Surveys
Space Analysis
Service Safari
Interviews and Contextual Inquiry
- Interview Protocol Checklist
Discussion Groups
Observation
Work Like a User
Scenarios and Expectation Maps
Journaling
Customer Journey Map
Mobile Ethnography
Prototyping
- Nondynamic Service Prototypes
- Dynamic Service Prototypes
Focus Groups
- Focus Group Checklist
- Recruiting Checklist
Graffiti Wall
Blueprinting
Example: Use of Tools in Service Design Projects
- Public Library
- Academic Library
- Space Analysis
- Customer Journey Map
- Mobile Ethnography
- Service Blueprint
Chapter 5 Analysis and Synthesis
Transcribing
Preparing Data for Coding
Coding
Confirmation
Conclusion: The Write-Up
Further Reading
- Appendixes
- Bibliography
- Index
"This is an eminently usable hands-on guide to helping every library be the best it can be."
— VOYA
"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."
— ARBA
"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