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Friday, April 21 • 8:30am - 10:00am
Where do we Stand? Evaluating Library Services with Service Design Heuristics

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How well is your service performing? Does it meet current patron and community expectations or is your staff constantly being asked how to use the service? Before embarking on any usability study, your library team needs to know that a problem exists and where to focus their efforts of inquiry. We developed the Library Service Design Heuristics to help you quickly understand, where problems exist. Heuristical analysis is a low-cost method for finding problems that require attention. The Library Service Design Heuristics are general rules of thumb that can be applied towards any library service. This session will detail how heuristical analysis can be used to better understand how well your library services are thriving and which aspects need more in-depth attention.

The Library Service Heuristics builds on the work of the Reed Library User Experience (LUX) group in adapting service design for the library environment. This presentation will introduce the 8 heuristics as well as walk attendees through how to use them in their own library setting.


Annie Downey

Associate College Librarian & Director of Research Services, Reed College Library
avatar for Joe Marquez

Joe Marquez

Social Sciences & User Experience Librarian, Reed College Library
Joe J. Marquez is the Social Sciences & User Experience Librarian 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 books include "Library Service Design" and "Getting... Read More →

Friday April 21, 2017 8:30am - 10:00am PDT
Santiam Room 2 Salem Convention Center