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?
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
