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Service design is a holistic, co-creative, and user-centered
approach to understanding user behavior for creating or refining
services. Use this LITA Guide to help as a toolkit for implementing
service design studies and projects at all types of libraries. It
begins with directions for how to create a service design team and
assembling a user working group for your library and move through
the various phases in a service design journey. The authors outline
the tools required to gain insights into user behavior and
expectation and how to diagnose the difference between a symptom
and a problem users face when interacting within the library
environment. The guide features a series of examples that the
service design team can use to learn how to work with library staff
and patrons to find out what current user experience is like and
how to refine services to better meet user expectations. Learn how
to: *create service blueprints - to outline the service delivery
model and understand pain points and places where services can be
refined *create customer journey maps - to better understand the
actual paths taken by users to fulfill a service. *find the right
tool for the situation so you can make an informed decision on
usage *create an ethnographic program of your own tailored to your
library environment *understand how assessment and
post-implementation is key to any project's success *create a
service design plan that fits your library and patronage This book
is a toolkit, not a step-by-step, paint-by-the-numbers book. It is
geared towards libraries of all types and sizes and will provide
tools that any library can use and ideas for developing a service
design project that fits within the means of your library so that
your project will be meaningful, useful, and sustainable. While
several books have been written on how to implement service design,
this book will be the first to explain how to practice service
design in libraries.
Service design is a holistic, co-creative, and user-centered
approach to understanding user behavior for creating or refining
services. Use this LITA Guide to help as a toolkit for implementing
service design studies and projects at all types of libraries. It
begins with directions for how to create a service design team and
assembling a user working group for your library and move through
the various phases in a service design journey. The authors outline
the tools required to gain insights into user behavior and
expectation and how to diagnose the difference between a symptom
and a problem users face when interacting within the library
environment. The guide features a series of examples that the
service design team can use to learn how to work with library staff
and patrons to find out what current user experience is like and
how to refine services to better meet user expectations. Learn how
to: *create service blueprints - to outline the service delivery
model and understand pain points and places where services can be
refined *create customer journey maps - to better understand the
actual paths taken by users to fulfill a service. *find the right
tool for the situation so you can make an informed decision on
usage *create an ethnographic program of your own tailored to your
library environment *understand how assessment and
post-implementation is key to any project's success *create a
service design plan that fits your library and patronage This book
is a toolkit, not a step-by-step, paint-by-the-numbers book. It is
geared towards libraries of all types and sizes and will provide
tools that any library can use and ideas for developing a service
design project that fits within the means of your library so that
your project will be meaningful, useful, and sustainable. While
several books have been written on how to implement service design,
this book will be the first to explain how to practice service
design in libraries.
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