October 28, 2015 NISO Virtual Conference Interacting with Content: ...

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Service Design for Better UX
Joe J. Marquez, MLIS
Annie Downey, PhD, MLS
Reed College Library

Services and UX UX is not just about UI

What is a service?
Services are these intangible, co-created exchanges that cannot be possessed.
They are contextual. They...

What is a service?
They can only be experienced.
Everything is a service.

What are services and where do services happen?

What are services and where do services happen?

What are services and where do services happen?

What are services and where do services happen?

What are services and where do services happen?

What are services and where do services happen?

What are services and where do services happen?

What are services and where do services happen?

Library as
System Libraries are tightly
coupled systems.

Libraries are tightly coupled systems
“A system is a set of things interconnected in such a way that they produce their
ow...

Service Design What is it?

Service Design, a definition
“Service design is a holistic, co-creative, and user-centered approach to
understanding custo...

Service Design Mindset
● Holistic
● Empathetic
● Focus on User Needs and Expectations
● Co-Creative
● Confirming the Evide...

Phases of Service Design
Pre-Work
Observation
Understanding / Thinking
Implementing
Maintenance and Continuing
Feedback Lo...

Phase: Pre-Work
● Buy-in
● Communicate
● Create teams
● Create scope (goals)
● Begin scheduling
● Ground rules
● Assign ro...

Phase: Observation
Goals
● Gather initial insights
● Initial interviews to create a sense of how services/resources are be...

Phase: Understanding/Thinking
Goals
● Co-create solutions
● Visualize behavior
● Prototyping
● Testing
● Refining
● Synthe...

Phase: Implementing
Goals
● Implement & test
● What metrics determine success?
Tools
● Blueprints

Maintenance and Continuing
Feedback Loop
● The project does not end at implementation.
● Continue to measure efficacy of s...

Reed College
Space Usage
Study &
Findings Students are creatures of
habit, they have favorite spots,
and they have sacred ...

Reed College Study, Overview
Goal
• Understand how students use the physical library and library
services/resources.
Scope...

What did we learn from the students?
• students are creatures of habit
• wayfinding
• culture of the library
• hierarchy
•...

What did we learn about the process?
• Plan early
• Test often
• Get buy-in early
• Communicate about the process – explai...

Any Questions?
???

The Article

Thank you!
Joe Marquez
e: jmarquez@reed.edu
t: @joughm
Annie Downey
e: adowney@reed.edu

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