Getting Started in Service Design: A How-To-Do-It Manual For Librarians

Find on LibraryThing.Find on WorldCat.
ALA Member: 
$ 54.00
Item Number: 
ALA Neal-Schuman
8 12"
AP Categories: 
A, C, I, X
  • 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.


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

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

Project Documentation


Chapter 4    Service Design Tools

Service Inventory
Ecology Map
Stakeholder Map
Space Analysis
Service Safari
Interviews and Contextual Inquiry

  • Interview Protocol Checklist

Discussion Groups
Work Like a User
Scenarios and Expectation Maps
Customer Journey Map
Mobile Ethnography

  • Nondynamic Service Prototypes
  • Dynamic Service Prototypes

Focus Groups

  • Focus Group Checklist
  • Recruiting Checklist

Graffiti Wall
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

Preparing Data for Coding
Conclusion: The Write-Up

Further Reading

  • Appendixes
  • Bibliography
  • Index

Joe J. Marquez

Joe J. Marquez holds an MLIS from the University of Washington iSchool and an MBA from Portland State University. He has presented and written on service design, UX tools, library space assessment, website usability, and marketing of the library. His current research interests include service design in the library environment and space usage assessment. He is the cofounder of the LUX Service Design consulting firm. He is the coauthor (with Annie Downey) of Library Service Design. He is an academic librarian in Portland, Oregon. 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.

Annie Downey

Annie Downey holds a PhD in higher education and an MLS from the University of North Texas. She has written and presented on service design, critical librarianship, information literacy, K−20 library instruction, assessment, and academic library administration. Her other books include Critical Information Literacy: Foundations, Inspiration, and Ideas and Library Service Design (with Joe Marquez). She is an academic librarian in Portland, Oregon. She 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.

"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