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Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement
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
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.
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
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.
144 pages, Hardcover
Published July 8, 2016
16 people want to read
About the author
Joe J. Marquez
2 books2 followersJoe is the co-author (with Annie Downey) of Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement and Getting Started in Service Design. In 2017, he was awarded the first Future of Libraries Fellowship from the ALA Center for the Future of Libraries. 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. Joe is the co-founder of the LUX Service Design consulting firm. He holds an MLIS from the University of Washington iSchool and an MBA from Portland State University. Joe is an academic librarian in Portland, OR, where he lives with his wife and two sons.
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