Service Design: Toward a Holistic Assessment of the Library


  • Joe Marquez Reed College
  • Annie Downey Reed College


assessment, academic libraries, usability, user experience, service design


Service design is a holistic method for assessing service delivery that requires service
providers to take on a user-centered perspective, that focuses on how each piece makes
up the whole and the cumulative impact on the user’s experience. Service design also
necessitates that during the assessment we think about the library as a set of services
within a highly integrated system. When we, as service providers, look at the library
through this lens, we begin to see the library through the user’s eyes. This article will define
library services in the context of service design and discuss the service design project
being conducted at the Reed College Library before sharing our own personal insights
into the process and its benefits.

Author Biography

Joe Marquez, Reed College

Web Services Librarian


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