Meeting People
Where They Are

An Introduction to
Service Design in Libraries

Callan Bignoli • @eminencefont
Assistant Library Director for Technology
Public Library of Brookline
Lauren Stara • @lstara
Library Building Specialist
Mass. Board of Library Commissioners


Intros

Who are we?



What is service design?

merriam webster

When we combine these:

Service Design is a plan or protocol
for carrying out or accomplishing
a contribution to the welfare of others.

How Does UX Relate?

User Experience (UX)
is how a person feels
when using a product or a service.

TOUCHPOINTS

and the holy trinity of UX


LIBRARY

Users (or, well, people)
Drive Service Design

UNIFIED BRAND &
VISUAL IDENTITY

New York Public Library

New York Public Library

Be everywhere your patrons are

FINDABILITY

ACCESSIBLE, BUT...

DON'T

REINVENT

WHEELS

POLICIES

NO MORE FORTRESSES

DIFFERENT ZONES FOR DIFFERENT USES

SELF-SERVICE OPTIONS

Nobody wants this

OVERALL SERVICE PHILOSOPHY

PERSONAS

Three Questions

Go Forth

Want more?

 Introduction to Service Design



 Elements of UX: A Librarian's Guide to User Experience Design



 Flexibility in Library Design



 Design Thinking For Libraries Toolkit