Browse Our Categories



Getting Started in Service Design: A How-To-Do-It Manual For Librarians
Joe J. Marquez and Annie Downey
Item Number: 978-0-8389-1564-6
Publisher: ALA Neal-Schuman
Price: $60.00
Email Friend
  Order Options:  
  Add To Cart  
  Add To Wish List  

120 pages
8.5" x 11"
ISBN-13: 9780838915646
Year Published: 2017
AP Categories: A, C, I, X
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.
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
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
Project Documentation

Chapter 4    Service Design Tools

Service Inventory
Ecology Map
Stakeholder Map
Space Analysis
Service Safari
Interviews and Contextual Inquiry
  • Interview Protocol Checklist
Discussion Groups
Work Like a User
Scenarios and Expectation Maps
Customer Journey Map
Mobile Ethnography
  • Nondynamic Service Prototypes
  • Dynamic Service Prototypes
Focus Groups
  • Focus Group Checklist
  • Recruiting Checklist
Graffiti Wall
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

Preparing Data for Coding
Conclusion: The Write-Up

Further Reading
  • Appendixes
  • Bibliography
  • Index

About the Authors

Joe J. Marquez
holds an MLIS from the University of Washington iSchool and an MBA from Portland State University. 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. He is the cofounder of the LUX Service Design consulting firm. He is the coauthor (with Annie Downey) of Library Service Design. He is an academic librarian in Portland, Oregon. In 2017, he was awarded the first Future of Librarian Fellowship from the ALA Center for the Future of Libraries.

Annie Downey holds a PhD in higher education and an MLS from the University of North Texas. She has written and presented on service design, critical librarianship, information literacy, K−20 library instruction, assessment, and academic library administration. Her other books include Critical Information Literacy: Foundations, Inspiration, and Ideas and Library Service Design (with Joe Marquez). She is an academic librarian in Portland, Oregon. In 2017, she was awarded the first Future of Librarian Fellowship from the ALA Center for the Future of Libraries.

  Also of interest:  
Tactical Urbanism for Librarians: Quick, Low-Cost Ways to Make Big Changes
Item Number:  978-0-8389-1558-5
Tactics like “start small,” “value intangibles,” and “bundle pragmatics with delight” can help libraries engage with their users while also solving immediate problems. Best of all, these projects can be lightweight, inexpensive, and quick to realize.
Price: $57.00
Useful, Usable, Desirable: Applying User Experience Design to Your Library
Item Number:  978-0-8389-1226-3
Schmidt and Etches identify 19 crucial touchpoints such as the library website, email, furniture, parking lot, events, and newsletters. They explain why each is important to your library’s members and offer guidance on how to make improvements.
Price: $65.00
The Quality Infrastructure: Measuring, Analyzing, and Improving Library Services
Item Number:  978-0-8389-1173-0
In this collection of case studies, Murphy and her team of contributors describe how quality assessment programs have been implemented and how they are used to continuously improve service at a complete cross-section of institutions.
Price: $65.00