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9781442263840

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If you want to help reduce friction between your library's users and services, then read this book. Joe Marquez and Annie Downey present a holistic, user-centered approach to creating silo-spanning services that satisfy and delight. -- Matthew Reidsma, Web Services Librarian, Grand Valley State University Service design is about creating and assessing services holistically, and provides a powerful framework for optimizing the user experience. In this approachable, practical, and easy-to-read guide, the authors promote systems thinking, encourage us to view services with users in mind, and provide an adaptable set of tools for implementing service design in different contexts. The authors inspire us to get into the mindset of our users and improve all touchpoints they experience. It's a must-read if you want to think bigger, improve services and systems across channels, and ultimately make decisions that will delight your users. -- Rebecca Blakiston, User Experience Librarian, University of Arizona Libraries This practical, wise volume is packed with insights and tools that will inspire and empower you to rethink business as usual at your library. I can't wait to share it with my team. -- Courtney Greene McDonald, Head, Discovery & Research Services, Indiana University Libraries

This book helps you to look at everything your library does as a service to discover how all those services intersect with each other and impact your users. The goal is to make a better overall user experience. The authors are both librarians at Reed College Library in Portland, Ore. This book stems from their experiences implementing a service design mentality at their academic library. They have spent quite a few years studying and implementing the ideas and have condensed their knowledge into this practical book. * Online Searcher * If you want to help reduce friction between your library's users and services, then read this book. Joe Marquez and Annie Downey present a holistic, user-centered approach to creating silo-spanning services that satisfy and delight. -- Matthew Reidsma, Web Services Librarian, Grand Valley State University Service design is about creating and assessing services holistically, and provides a powerful framework for optimizing the user experience. In this approachable, practical, and easy-to-read guide, the authors promote systems thinking, encourage us to view services with users in mind, and provide an adaptable set of tools for implementing service design in different contexts. The authors inspire us to get into the mindset of our users and improve all touchpoints they experience. It's a must-read if you want to think bigger, improve services and systems across channels, and ultimately make decisions that will delight your users. -- Rebecca Blakiston, User Experience Librarian, University of Arizona Libraries This practical, wise volume is packed with insights and tools that will inspire and empower you to rethink business as usual at your library. I can't wait to share it with my team. -- Courtney Greene McDonald, Head, Discovery & Research Services, Indiana University Libraries

This book helps you to look at everything your library does as a service to discover how all those services intersect with each other and impact your users. The goal is to make a better overall user experience. The authors are both librarians at Reed College Library in Portland, Ore. This book stems from their experiences implementing a service design mentality at their academic library. They have spent quite a few years studying and implementing the ideas and have condensed their knowledge into this practical book. Online Searcher If you want to help reduce friction between your library's users and services, then read this book. Joe Marquez and Annie Downey present a holistic, user-centered approach to creating silo-spanning services that satisfy and delight. -- Matthew Reidsma, Web Services Librarian, Grand Valley State University Service design is about creating and assessing services holistically, and provides a powerful framework for optimizing the user experience. In this approachable, practical, and easy-to-read guide, the authors promote systems thinking, encourage us to view services with users in mind, and provide an adaptable set of tools for implementing service design in different contexts. The authors inspire us to get into the mindset of our users and improve all touchpoints they experience. It's a must-read if you want to think bigger, improve services and systems across channels, and ultimately make decisions that will delight your users. -- Rebecca Blakiston, User Experience Librarian, University of Arizona Libraries This practical, wise volume is packed with insights and tools that will inspire and empower you to rethink business as usual at your library. I can't wait to share it with my team. -- Courtney Greene McDonald, Head, Discovery & Research Services, Indiana University Libraries

Author Information

Joe Marquez is currently the Web Services Librarian at Reed College in Portland, OR. He has presented and written on topics related to website usability and marketing of the library. His current research involves service design in the library environment. He has an MLIS from the University of Washington iSchool and an MBA from Portland State University. Annie Downey is the Director of Research Services at the Reed College Library in Portland, OR. She has written and presented on user studies, information literacy, K-20 library instruction, assessment, and academic library administration. She has an MLS and a PhD in Higher Education from the University of North Texas.

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