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

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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, we have used 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.

Read an excerpt from the book:

Ch 4: Customer Journey Mapping