Service Design: Toward a Holistic Assessment of the Library

Authors

  • Joe Marquez Reed College
  • Annie Downey Reed College

Keywords:

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

Abstract

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

References

Bell, G. (2002). Making sense of museums: The museum as’ cultural ecology’. Intel Labs, 1.

Bell, G., & Kaye, J. (2002). Designing Technology for Domestic Spaces: A Kitchen Manifesto. Gastronomica: The Journal of Food and Culture, 2(2), 46–62. http://doi.org/10.1525/gfc.2002.2.2.46

Brown, T. (2008). Design Thinking. Harvard Business Review, 86(6), 84–92.

Christensen, C. M., & Raynor, M. E. (2013). “The innovator’s solution: creating and sustaining successful growth”. Boston, Massachusetts: Harvard Business Review Press.

Dreyfuss, H. (1950). The Industrial Designer and the Businessman. Harvard Business Review, 28(6), 77–85.

Kelley, T. (2005). The ten faces of innovation: IDEO’s strategies for beating the devil’s advocate & driving creativity throughout your organization. New York: Currency/Doubleday.

Marquez, J., & Downey, A. (2015). Service Design: An Introduction to a Holistic Assessment Methodology of Library Services. Weave: Journal of Library User Experience, 1(2). http://dx.doi.org/10.3998/weave.12535642.0001.201

Meadows, D. H. (2008). Thinking in systems : a primer. White River Junction, Vt: Chelsea Green Pub.

Morville, P. (2014). Intertwingled: information changes everything. Ann Arbor, Michigan: Semantic Studios.

Norman, D. A. (2009). THE WAY I SEE IT: Systems Thinking: A Product is More Than the Product. Interactions, 16(5), 52–54. http://doi.org/10.1145/1572626.1572637

Patnaik, D. (2009). Wired to care : how companies prosper when they create widespread empathy. Upper Saddle River, NJ: FT Press.

Pine, B. J., & Gilmore, J. H. (2011). The experience economy (Updated ed). Boston, Mass: Harvard Business Review Press.

Polaine, A. (2013). Designing for Services Beyond the Screen. Retrieved March 7, 2015, from

http://alistapart.com/article/designing-for-services-beyond-the-screen

Salvador, T., Bell, G., & Anderson, K. (1999). Design Ethnography. Design Management Journal (Former Series), 10(4), 35–41. http://doi.org/10.1111/j.1948-7169.1999.tb00274.x

Shostack, G. L. (1982). How to design a service. European Journal of Marketing, 16(1), 49–63.

Shostack, G. L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133–139.

Tripp, C. (2013). No Empathy–No Service. Design Management Review, 24(3), 58–64.

Zimmerman, D. H., & Wieder, D. L. (1977). The Diary: “Diary-Interview Method.” Urban Life, 5(4), 479.

Downloads

Published

2016-01-27