Library Service Design: A LITA Guide To Holistic Assessment, Insight, And Improvement (LITA Guides)
Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement (LITA Guides)
Service design is a holistic, cocreative, and usercentered 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.
This book helps you to look at everything your library does as a service to discover how all those services intersect with each other and impact your users. The goal is to make a...