Meeting People
Where They Are

An Introduction to
Service Design in Libraries

Callan Bignoli • @eminencefont
Assistant Library Director for Technology
Public Library of Brookline
Lauren Stara • @lstara
Library Building Specialist
Mass. Board of Library Commissioners


Intros

Who are we?



What is service design?

service definition
design definition

When we combine these:

Service Design is a plan or protocol
for carrying out or accomplishing
a contribution to the welfare of others.

UNIFIED BRAND &
VISUAL IDENTITY

New York Public Library

New York Public Library

READILY
AVAILABLE &
IDENTIFIABLE
STAFF

FINDABILITY

ACCESSIBLE, BUT...

FINDABILITY

FINDABILITY

placeholder for good example

FINDABILITY

DON'T

REINVENT

WHEELS

POLICIES

DIFFERENT ZONES FOR DIFFERENT USES

PERSONAS

Be everywhere your patrons are

Nobody wants this

SELF-SERVICE OPTIONS

OVERALL SERVICE PHILOSOPHY

Three Questions