What is Service Design

Service design is a research method that looks at user motivation and behavior in order to better understand current needs and expectations from services. Service design is also a mindset that allows us to problem solve and truly understand the user and service provider experience. The focus of our work is on using service design within a library environment.

Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services.

Libraries, unlike other service-intensive environments, are unique in that we focus so much on our built environment as a part of service. Libraries operate and deliver high-level, critical services within these contexts. Libraries are also tightly coupled systems. While we are focused on what the user expects and needs, we also look at how our systems are constructed and coupled in order to diagnose where pinchpoints might exist. This is library service design.

We believe a service design approach makes sense for assessing library services for the following reasons:

  1. Libraries are Inherited Ecologies
  2. Libraries are Tightly Coupled Systems
  3. From the User’s Perspective, Everyone is a Librarian
  4. Understanding User Needs and Expectations is Essential for Delivery Library Services
  5. Everything is a Service

Contact us to learn more about Library Service Design, or read an excerpt from our first book, or read from our Weave article for a more in-depth look at service design.