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

 

Marquez, Joe J. and Annie Downey. Getting Started in Service Design: A How-To-Do-It Manual For Librarians. Neal-Schuman, 2017. ISBN: 978-0-8389-1564-6

Description
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. 

Table of Contents

Chapter 1    About Service Design

Service Design Defined
Why Service Design?
The Phases of Service Design

• Pre-Work
• Observation
• Understanding/Thinking
• Implementation
• Maintenance/Post-Assessment

The Service Design Mindset

• Co-Creating
• Making the Intangible Tangible
• Confirming with Evidence
• Focusing on User Needs and Expectations
• Thinking Holistically
• Having Empathy
• Being Open-Minded and Not a Devil’s Advocate
• Being Willing to Evolve

Reasons for a Service Design Inquiry

Chapter 2    Getting Started with Evaluating Services

Library Service Design Heuristics
Sample Heuristic Evaluation

• Service: Checking out a Book

Conclusion
Further Reading

Chapter 3    Project Planning

Identifying Real Problems
Creating Teams

• Internal Teams
• External Teams

Identifying Stakeholders
Devising Team Rules

• Questions to Consider when Making Ground Rules

Project Definitions

• Project Purpose
• Project Objectives
• Project Scope

Scheduling
Project Documentation

Chapter 4    Service Design Tools

Service Inventory
Ecology Map
Stakeholder Map
Surveys
Space Analysis
Service Safari
Interviews and Contextual Inquiry

• Interview Protocol Checklist

Discussion Groups
Observation
Work Like a User
Scenarios and Expectation Maps
Journaling
Customer Journey Map
Mobile Ethnography
Prototyping

• Nondynamic Service Prototypes
• Dynamic Service Prototypes

Focus Groups

• Focus Group Checklist
• Recruiting Checklist

Graffiti Wall
Blueprinting
Example: Use of Tools in Service Design Projects

• Public Library
• Academic Library
• Space Analysis
• Customer Journey Map
• Mobile Ethnography
• Service Blueprint

Chapter 5    Analysis and Synthesis

Transcribing
Preparing Data for Coding
Coding
Confirmation
Conclusion: The Write-Up

Further Reading

• Appendixes
• Bibliography
• Index