Service Design for Better UX

Presenter: Joe Marquez, Web Services Librarian, Reed College

A service is intangible, co-created, contextual, exists in ecology, has purpose/function. Can only be experienced. Everything Is a service (including study areas). Need to eliminate barriers.

What are services and where do services happen? Website, desks, tables, library map, outside building

Library as tightly coupled system – interconnected in such a way that elements produce their own pattern of behavior over time. Relationship between structure and behavior.

One useful tool is to create avisual map of interaction from searching for item to CKO

Service design: holistic, co-creative, user-centered approach to understanding customer/user behavior for the creation or refining of services

Service design mindset: holistic, empathetic, focus on user needs and expectations, co-creative, confirming the evidence, open-minded, ability to make the intangible tangible, a willingness to evolve

Phases of service design:
Pre-work (tell everyone what you’re doing and not doing)
Observation
Understanding/thinking
Implementing
Maintenance and continuing feedback loop

Possible scenarios & patron expectations: librarian at desk should look up and make eye contact, assumption that every staff member is librarian

Patron observations (journals) – a lot of information: jammed electrical outlets, chairs do not work properly

Prototyping: used wardrobe box sideways to try out desk in different locations.

Blueprinting: everything that has to happen behind the scenes, process

What did we learn: patrons are creatures of habit, culture of library, hierarchy, library spaces are consecreated spaces, naming conventions, additional services, small repairs needed

What did we learn about process? Plan early, test often, get buy-in early, communicate about process (what doing & not doing), don’t be afraid to ask questions.