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Massachusetts Board of Library Commissioners Resource Guide Collection

Service Design for Libraries

You're the expert

Librarians know all about patron behavior. The goal of service design is to manage and enhance that behavior by guiding the user experience. It plays a part in every conceivable interaction between the user and your library, from a flyer about programs to your smartphone app to the restrooms. Here's a list of a few major touchpoints (adapted from Useful, Usable, Desirable):


  • website
  • catalog
  • email and instant messaging
  • online reference help
  • telephone and voicemail
  • parking lot
  • signage in the building
  • furniture and shelving
  • computer rooms and equipment
  • service desks (circulation and reference)


Scene from the Lion King where Mufasa and Simba look at their kingdom. Text reads everything the light touches is the user experience.