Service Design in Libraries



Service Design
User experience of library spaces is constantly being re-evaluated. You can deepen your understanding with a holistic view of service design. The goal of Service design is to tailor the entire library ecosystem -- personnel, spaces, and systems online and offline -- to improve users' experience.
 Service designers improve existing services or design completely new ones. At it's best service design is a process of creative inquiry aimed at the experiences of the individual user.

Goals and Means

 Understanding how participants use a service environment is the overarching requirement of service design.How these patterns interweave and support each other are important aspects of the character of design and service  This allows greater customer freedom, and better adaptation to the customers’ behavior. The first step in any Service Design project should be analysis of the users of the service. A complete description of every possible goal they may have when using the service; the various relationships they have with that goal,(e.g., in a library, is the user writing a chemical engineering dissertation, writing a freshman paper on Pride and Prejudice, or browsing for a video or novel?) The urgency and duration of these library uses are completely different and the users interaction with the library spaces will differ accordingly. Service design should also anticipate users behavior under various scenarios in the space. This information should come from observational research in actual service environments. What if the library is crowded, or there are hold ups or bottlenecks of any kind? What if there is any kind of conflict in user goals for a space? 

Design of new service environments designers should include:

►Identification of the participants in the definition of the service by means of research cases.
►Definition of possible service scenarios, verifying use cases, and sequences of actions and participant roles, in order to define the service, and its logical and organizational structure
► Illustration of all the components of the service, including physical elements, interactions, logical links and temporal sequences.