Course Information
| Session |
|---|
| Credits | 2.25 CEUs or 22.5 PDHs |
|---|---|
| Registration dates | We accept registrations through the first week of classes, unless enrollment is full, and unless the class was canceled before it started due to low enrollment. |
Service Design: Towards a Holistic Assessment of Library Services
$375.00
Dates: February 3 - March 16Credits: 2.25 CEUs or 22.5 PDHs
Librarians are experienced in designing and assessing services, but we tend to develop each service in isolation from the others that we offer, with little to no user input prior to implementation. Service design allows for a more holistic and systemic look at the various components that make a library function. This methodology is unique in that it is a co-creative process conducted with library staff and patrons. By working together, the librarians and patrons can create more relevant services, or refine current services to be more effective and efficient.
In this 6-week course, students will explore the service design methodology as a relevant approach to service assessment and creation in a library environment. They will discuss the various tools libraries and librarians can use to implement a service design approach to assessment. Over 6 weeks, students will develop and define a service design project, assess current state, collect relevant pieces of data, synthesize the data, and share learnings with the class. Students from all types of libraries will learn from presentations, articles, hands-on exercises, discussions, and visual examples.
At the end of this course, students will be able to:
- Define and understand the service design methodology
- Define service in the context of the library, and devise a plan to assess and refine services
- Work with tools such as Customer Journey Maps, Service Blueprints, and Scenario/Expectation Mapping
- Determine the best tool to use to fit their research question
This course can be taken as one of six courses needed to earn our Certificate in User Experience (UX), but can be taken as a stand-alone course as well.
Course Description
Librarians are experienced in designing and assessing services, but we tend to develop each service in isolation from the others that we offer, with little to no user input prior to implementation. Service design allows for a more holistic and systemic look at the various components that make a library function. This methodology is unique in that it is a co-creative process conducted with library staff and patrons. By working together, the librarians and patrons can create more relevant services, or refine current services to be more effective and efficient.
In this 6-week course, students will explore the service design methodology as a relevant approach to service assessment and creation in a library environment. They will discuss the various tools libraries and librarians can use to implement a service design approach to assessment. Over 6 weeks, students will develop and define a service design project, assess current state, collect relevant pieces of data, synthesize the data, and share learnings with the class. Students from all types of libraries will learn from presentations, articles, hands-on exercises, discussions, and visual examples.
At the end of this course, students will be able to:
- Define and understand the service design methodology
- Define service in the context of the library, and devise a plan to assess and refine services
- Work with tools such as Customer Journey Maps, Service Blueprints, and Scenario/Expectation Mapping
- Determine the best tool to use to fit their research question
This course can be taken as one of six courses needed to earn our Certificate in User Experience (UX), but can be taken as a stand-alone course as well.
Joe J. Marquez
Joe J. Marquez is currently a Sr UX Researcher for Zipline. He was previously a Sr Experience Designer at Nike and before that spent 10 years as a social sciences librarian at Reed College and Sonoma State University. He has presented and written on topics related to service design, UX tools, library space assessment, website usability, and marketing of the library. His current research involves implementing a service design methodology in the library environment. Joe is the co-founder of the LUX Service Design consulting firm. He is the co-author of the book Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement. He was awarded the first Future of Librarian Fellowship in 2017 from the ALA Center for the Future of Libraries and was named a 2018 Mover and Shaker by Library Journal. He has an MLIS from the University of Washington iSchool and an MBA from Portland State University.
How to Register
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