Planning an entry sequence with service design: a case study

Abstract

How might we plan user-friendly entrances for the library? For this project, we learned about and applied service design tools to an entry experience at an academic library. Service design means working to understand users and applying this understanding to the creation or refinement of services. After learning about service design, we created six user profiles and walked them through different entry scenarios to examine each step. Then we created easy-to-understand graphics to provide library leadership with planning materials.

Keywords:

• Service design
• access services
• space and environment
• user experience
• design thinking
• academic libraries

Acknowledgements

This project was made possible through the thoughtful guidance, mentorship and encouragement provided by Nicole Brown, who served as our client and liaison with library leadership. We also thank Beck Tench for continuous edits and suggestions throughout the duration of our project. They both helped us tremendously when we were forced to make changes to the plan due to COVID-19.

Additional information

Notes on contributors

Sarah Harrington

Sarah Harrington is a Research Librarian for California Research Bureau at the California State Library. At the time of this paper, she managed the Information Desks at the University of California, Berkeley. She earned an MLIS from the University of Washington, and a B.S. in Psychology from the University of California, San Diego. Her research interests include creating inclusive and accessible services and workplaces in academic and research library settings.

Veronica Churchill

Veronica Churchill is the Collections and Digital Initiatives Librarian at Holy Names University. At the time of this paper, she served as the Access Services Supervisor. She earned an MLIS from the University of Washington, an MA in Comparative Literary Studies from Goldsmiths, University of London, and a BA in American Civilization and Literature from Middlebury College. Her research interests include using service design to support safe and welcoming library communities, and building community-centered library collections.