B104 - Service Design for Better UX
2:15 p.m. - 3:00 p.m.
San Carlos Ballroom (Marriott)
Annie Downey,
Director of Research Services,
Reed College Library
Service design is a holistic, co-creative methodology that puts the user at the center of the service delivery model in order to create user-centered services that deliver as intended. Service design looks at the physical services, all touchpoints (physical and virtual), and the physical environment to assess, create or refine services, and deliver a more holistic user experience. This session explores the service design methodology as a relevant method for service assessment and creation in a library environment and discusses the various tools libraries and librarians can use to implement a service design approach to assessment. It illustrates this service design approach with a case study.
