Skip to content

Service Design: The Holistic Experience 1/12/2017 — Program


Thursday, January 12, 2017, 8:30am - 3:45pm EST
8:30-9:30 Breakfast and Registration
9:30-9:40 Welcome, Tom Hohenstein
9:40-10:25 Keynote: Meeting People Where They Are: An Introduction to Service Design in Libraries  [slides, pdf]
Callan Bignoli and Lauren Stara

10:25-11:10 Keynote: Designing for Participation: Dignity and Autonomy of Service
Miso Kim
11:10-11:30 Break
11:30-12:15 Keynote: User Input and Feedback In the Design Process [slides, pdf]
J.Stewart Roberts
12:15-12:45 Keynote Speakers Panel
Callan Bignoli, Lauren Stara, Miso Kim, and J. Stewart Roberts, moderated by Kate Nyhan

12:45-1:45 Lunch

1:45-2:25 Student Lightning Talks

  • Usability Evaluation and Design Recommendation for WGBH, American Archive of Public Broadcasting [slides]
    Beth Vargas and Mel Petricko
  • Usability Evaluation and Design Recommendation for EBSCO, LaunchPad Mobile App
    Jean Thrift, Anna Wada, and Zhan Hu
  • Usability Evaluation and Design Recommendation for MBLC, Massachusetts Libraries [slides, pdf]
    Jonathan Golden
  • Usability Evaluation and Design Recommendation for BPL, Digital Commonwealth  [slides]
    Maggie Anderson, Stephen Humeston, Irina Sandler, and Krystal Stevens
  • Usability Evaluation and Design Recommendation for Simmons Admission and Student Life, Simmons College Website [slides, pdf]
    Rachel Karasick, Sawyer Newman, Saffana Anwar, and Douglas Upton

2:45-3:45 Breakout Sessions

Abstracts & Bios


Meeting People Where They Are: An Introduction to Service Design in Libraries

Callan and Lauren will kick off the conference with an exploration of service design – what is it and how can it make your library better tomorrow? Digital, physical, and the space in-between: it’s all about service.

Callan Bignoli, Assistant Library Director for Technology, The Public Library of Brookline
Callan is a web designer/developer and a librarian, currently managing technology for the three busy public libraries in Brookline. Before that, she served as web coordinator for the Massachusetts Board of Library Commissioners (MBLC). She takes a user-centered approach to her work and believes that librarians ought to keep a sketchbook at the ready for capturing their ideas and experiences.

Lauren Stara, Library Building Specialist, Massachusetts Board of Library Commissioners (MBLC)
Lauren Stara is an architect and a librarian, specializing in library building design. She is currently a Library Building Specialist for the Massachusetts Board of Library Commissioners. Her past library experience includes everything from front desk clerk to director in public libraries, as well as adjunct instructor for library education.

Designing for participation: dignity and autonomy of service

This presentation will deepen our understanding of the social and ethical aspects of service, such as human dignity. The basis of dignity is autonomy. However, current frameworks of service, which are often based on the logics of mass production and information control, attempt to control customers’ perceptions and actions. There is a paradox of action and passion. Miso Kim proposes a framework of service based on the concept of participation for the purpose of achieving a shared goal.

Dr. Miso Kim, assistant professor, College of Arts, Media and Design at Northeastern University
Dr. Kim holds a PhD in Design, an MDes in Interaction Design, and an MDes in Communication Planning and Information Design from Carnegie Mellon School of Design. She also holds a BS in Architecture from Sungkyunkwan University in Korea. Prior to joining Northeastern, Miso was a Senior User Experience Designer in the Cloud Collaboration Technology Group at Cisco Systems in Silicon Valley, leading efforts to redesign WebEx’s virtual meeting experience. At Carnegie Mellon, she developed and taught service design, experience design, and information design courses, while working on diverse interdisciplinary research projects.

User Input and Feedback In the Design Process

User input is critical for successful architecture. Good architectural design requires both a careful assessment of the needs of the building’s users, and a collaborative design process that explores a full range of creative design solutions. The design process for the public library must take into account the needs of the diverse collection of patrons who come to the library for different reasons. We will examine some of the methods that have been successfully employed to get user input and feedback at the right time in the design process, and share some of the lessons learned along the way.

J. Stewart Roberts is the founding principal of Johnson Roberts Associates, an architectural practice in Somerville, MA, that specializes in architecture for communities. The design of public libraries has been the focus of Mr. Roberts’ career for the past twenty-nine years. He has been responsible for over one hundred library feasibility studies and the construction of thirty public libraries in New England and the Midwest.

Breakout Sessions

Assessing the Library with Service Design

Librarians are not new to designing or assessing services, but we tend to develop each service in isolation from the other services we offer, with little to no user input prior to implementation. Service design allows for a more holistic and systemic look at the various systems that make a library function. Assessing services through a systems lens helps bring the barriers and issues that users and staff may be confronting to light. This methodology is also unique in that it is a co-creative process conducted with library staff and library patrons. By working together, the librarians and patrons can create more relevant services, or refine current services to be more effective and efficient. This presentation will cover service design and tools used in the service design process. Joe and Annie will also share insights from their work currently being done at Reed College using service design.

Joe J. Marquez is the Social Sciences and User Experience at the Reed College Library. He has presented and written on service design, UX tools, library space assessment, website usability, and marketing of the library. He recently co-authored a LITA guide on Library Service Design with Annie Downey. He has an MLIS from the University of Washington iSchool and an MBA from Portland State University.

Annie Downey is the Associate College Librarian and Director of Research Services for the Reed College Library. She has written and presented on service design, critical librarianship, information literacy, K-20 library instruction, assessment, and academic library administration. She recently co-authored a LITA guide on Library Service Design with Joe Marquez. Her book Critical Information Literacy: Foundations, Inspiration, and Ideas published by Library Juice Press in June 2016. She received her PhD in higher education in 2014 and her MLS in 2004 from the University of North Texas.

Talk 'n Tour: the Newly Renovated Douglas D. Schumann Library & Learning Commons at Wentworth Institute of Technology

Long a space of consumption, the 21st century library is a place of discovery, engagement, and production. To realize these unprecedented opportunities, Kevin will talk about how library staff, administration, students, and faculty came together to plan an ambitious renovation of the (then) Alumni Library into an array of learning spaces that will inspire, ensure connectivity, and support all modes of learning.

Kevin Kidd was appointed Director of the Library at Wentworth Institute of Technology in February 2015. Immediately after his appointment, he began working with administration, students and faculty to plan an ambitious renovation of the (then) Alumni Library. The renovation was completed in August 2016, and the Library was renamed the Douglas D. Schumann Library & Learning Commons. Kevin holds an MS in Library and Information Science and an MA in Irish Literature, and has been a Senior Research Fellow at the European University Institute.

So You Want to Do User Testing: Operationalizing a Plan

Work towards designing or revising library services often begins with a great deal of optimism and enthusiasm. A successful re-design project will require careful planning and a clear understanding of the steps necessary to bring a library service project to a successful conclusion, without which disillusionment and frustration can set in quickly. In this workshop we will:

  • Review the phases and steps involved in library service design projects
  • Examine different types of methods involved in service design projects
  • Practice designing a library service design project plan

Participants will walk away with materials that will guide them through the planning and implementation stages, which they can use for work in their own facilities.

Denise Hersey is the Assistant Director for Clinical Information Services at the Yale Cushing/Whitney Medical Library, where she has worked since 2005. She currently leads a team of clinical librarians who work with clinical staff of the Yale-New Haven Hospital, assisting them with finding information and literature for their research needs and clinical questions. Denise is the library’s liaison to the Departments of Anesthesiology, Surgery, Dermatology, Emergency Medicine and the Yale Smilow Cancer Center. She participates in clinical rounds in critical care and provides clinical information at the point of care. She also has experience managing qualitative studies such as Yale University Library’s “Understanding the Research Practices of Humanities Doctoral Students at Yale University,” on which she was the principle investigator.

Kelly Marie Blanchat is the Electronic Resources Support Librarian at Yale University Library, where she has worked since 2015. Prior to joining Yale University, she worked as the Electronic Resources Librarian at Queens College Libraries (CUNY), and in Academic Licensing at Springer Science + Business Media. Kelly has published on workflows for electronic resources, including the book Fundamentals of Electronic Resources Management (American Library Association, 2017), and is a contributing author in the Critical Library Pedagogy Handbook (ACRL, 2016).

Translational User Research: Turning Results into Quick Fixes and New Visions

In this breakout session, Rong will outline the phases that usability and UX researchers go through to process, code, and analyze data based on various metrics or measurements that reflect usability principles of efficiency, effectiveness, and satisfaction. She will also discuss the process of translating research results into meaningful practical solutions including quick fixes and long term overhaul in design. Strategies concerning how to triangulate quantitative activity patterns with qualitative narrative insights will be introduced. Approaches to articulate and visualize recommended changes using tools such as content inventory, wireframes, and wireflows will be presented.

Dr. Rong Tang is an Associate Professor at School of Library and Information Science, Simmons College. She is the founding and current Director of Simmons Usability Lab. She has conducted multiple usability research projects, and has presented and published her findings at a variety of conferences and research forums including ASIS&T Annual Meetings, iConference, Boston CHI, and Liberact Workshop. Dr. Tang helped to establish a User Experience Lab at multiple locations, including National Taiwan University, Jiangsu University, and Harvard University Library.

Service Co-Design: Using Participatory Design Methods to Empower Users


When we design user experiences, we often work directly with users during discovery research and evaluation phases, but the work in between—generating ideas, designing solutions—is conducted in isolation from the very people we’re designing for. Especially in service design, we sometimes lose the ability to ensure our users are truly empowered by the experiences we create for them! However, participatory design methods can help us bring users into the heart of the process—empowering them as active participants in the creation of products, services, and experiences for themselves. When we move beyond the practice of designing for people and instead design with them, the outcomes are more innovative, human centered, and meaningful.

In this session, we’ll cover:

  • Core concepts in participatory design and service design - and how they intersect
  • Basic participatory service design methods, including fundamental tools and exercises
  • How to choose activities, frame design prompts, and facilitate participatory service design activities with to generate the best results
  • How to use the outputs of these activities to create actionable insights

Jen Briselli’s first love was science, but while earning her physics degree she fell in love with the challenge of communicating as much as she loved researching. She spent several years designing learning experiences as a physics teacher, then earned her Master of Design degree from Carnegie Mellon University where she studied service design and design strategy. She is currently the managing director of experience strategy & design at Mad*Pow in Boston.

She considers herself a strategist and storyteller, more than a problem solver, because she dislikes framing every design opportunity as a problem to be solved. Her design philosophy is less about solving people's problems for them, and more about building the tools, environments, and circumstances that enable people to solve their own problems, and improve their own lives.

Talk 'n Tour: the Newly Renovated Boston Public Library in Copley Square


The renovation of the Boston Public Library’s Central Library in Copley Square puts the BPL on the cutting edge of library services – reshaping and redefining the patron experience at a 21st-century urban public library


Gianna Gifford is the Chief of Adult Library Services at the Boston Public Library