Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement
Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to create a service design team and assembling a user working group for your library and move through the various phases in a service design journey. The authors outline the tools required to gain insights into user behavior and expectation and how to diagnose the difference between a symptom and a problem users face when interacting within the library environment. The guide features a series of examples that the service design team can use to learn how to work with library staff and patrons to find out what current user experience is like and how to refine services to better meet user expectations.Learn how to:
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- create service blueprints - to outline the service delivery model and understand pain points and places where services can be refined
- create customer journey maps - to better understand the actual paths taken by users to fulfill a service.
- find the right tool for the situation so you can make an informed decision on usage
- create an ethnographic program of your own tailored to your library environment
- understand how assessment and post-implementation is key to any project’s success
- create a service design plan that fits your library and patronage
Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement
Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to create a service design team and assembling a user working group for your library and move through the various phases in a service design journey. The authors outline the tools required to gain insights into user behavior and expectation and how to diagnose the difference between a symptom and a problem users face when interacting within the library environment. The guide features a series of examples that the service design team can use to learn how to work with library staff and patrons to find out what current user experience is like and how to refine services to better meet user expectations.Learn how to:
- create service blueprints - to outline the service delivery model and understand pain points and places where services can be refined
- create customer journey maps - to better understand the actual paths taken by users to fulfill a service.
- find the right tool for the situation so you can make an informed decision on usage
- create an ethnographic program of your own tailored to your library environment
- understand how assessment and post-implementation is key to any project’s success
- create a service design plan that fits your library and patronage
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Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement
144Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement
144
129.0
In Stock
Product Details
ISBN-13: | 9781442263833 |
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Publisher: | Rowman & Littlefield Publishers, Inc. |
Publication date: | 07/08/2016 |
Series: | LITA Guides |
Pages: | 144 |
Product dimensions: | 6.20(w) x 9.10(h) x 0.70(d) |
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