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Service Design allows for a HOLISTIC and SYSTEMATIC look at various systems that make a library function

Libraries are in a constant state of evolution as we adjust services to meet user needs with user centered design of services. Mainly has been focus on HCI but we are starting to shift toward services and spaces, using traditional anthropological analysis, ethnographic studies,  and assessment.  ISSUE: we tend to focu on bits & pieces of a user’s experience but not the entire service ecology. Service Design = whole user experience.

What is service:

• intangible interactions tied to experience

• does not result in ownership of anything

• unseen exchanges that happen everywhere

• closely tied to experiences hence highly personable

What is service design:

• studying the library as a whole - physical & virtual, service desks, touchpoints = service ecology

• co-creative process:  Library Design Team & stakeholders (Users +  Staff)

• goal: co-create or redefine services to meet or adjust to user expectations while working with frontline staff to deliver high quality services

Service design vs Participatory design

• both use a similar toolkit

• participatory design puts user at the beginning of the process to create a more usable end product/service; uses ethnographic research

• service design is the same BUT it diverges slightly in the approach to service -- service delivery is held in the center of the ecology/environment. Focuses on the delivery regardless of the actual service (that service could be physical space, website, databases, service desks, printing, etc - they all interact with each other and form the users overall experience. )

• EX:  circ services look at all parts - checking out a book involves walking into the library, searching the catalog, may be asking for help doing that, finding it in the stacks using signagen then interacting at the circ desk.....

Elements of Service Design:

• co-creation is key - balanced design team (reference, circ, tech, web etc)

• it's about finding solutions

• the team would start with 1-2 services and then seek to understand everything about it

• Create a User Working Group (UWG) that includes students of various levels, but could also be grad students, faculty, community users etc; can be short term on one project or a long term entity; also include other internal stakeholders depending on the service you are exploring

• create a stakeholder map (SEE figure 1)

• Beware of the devils advocate  - dont focus on the problems with the ideas before fulling seeking creative solutions

• a best practice is to understand the situation, compile possible solutions and ONLY THEN evaluate each idea for most viable and feasible.

• Touchpoints - from user and internal staff - anytime someone interacts or users a product or service

• Blueprinting - outlines the evidence for service delivery from layers visible to patrons and behind the scenes

• design ethnography and observation - could be 1:1 interviews, having UWG detail their interactions with library in a diary, respond to scenarios, or more formal interviews or focus groups type settings

• prototyping: from a sketch to a digital design to an actual physical piece; quick way to find problems in your ideas (IDEO)

• journaling -

3 phases

1. observation - the interviews, observations and documents, working with UWG, discover and refine problems and focus on characteristics and barriers; beyond walking and taking notes, might do space analysis; id who users are and their motivations and similarities; personas can be created; interviews in context where they are working

• space analysis

• interviews

• focus groups

• surveys

• personas
  
  
  

2. understanding and thinking - work with UWG to beding creating solutions and visualizing behaviors;  test solutions; gather ideas and document them (Note:  users may have great ideas but they do not understand the whole service ecology process to use internal stakeholders to investigate feasibility)

• diaries (maybe one day or over a week)

• customer journey maps

• scenarios buy UWG (to capture user process and measure gaps in expectations and service delivery)

• prototypes perhaps
  
  
  

3. implementing- create a service blueprint maps; highlight fail points in the entire process; start working with management at this point; helps fine tune touchpoints,