"Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide as a toolkit to implement service design studies and projects at all types of libraries. Library Service Design begins with directions for creating a service design team, assembling a user working group for your library, and moving through the various phases in a service design journey. The authors outline the tools required to gain insight into user behavior and expectation as well as ways to diagnose the difference between a symptom and a problem when users interact within the library environment. This book features a series of examples that the service design team can use when working with library staff and patrons to discover current user experience and ways to refine services to better meet user expectations"-- Provided by publisher.
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