CHICAGO — 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 “Getting Started in Service Design: A How-To-Do-It Manual For Librarians,” published by ALA Neal-Schuman, authors Joe J. Marquez and Annie Downey 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 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.
In 2017, the authors were awarded the first Future of Librarian Fellowship from the ALA Center for the Future of Libraries. They are also coauthors of the book “Library Service Design.” Marquez 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. Downey 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.”
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