Overview

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, the authors 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 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.

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