Callan Bignoli and Lauren Stara will present an exploration of service design – what is it and how can it make your library better tomorrow? Services and the way we deliver them are changing very quickly and unpredictably. Being intentional about what and how we do is what we mean by service design. Digital, physical, and even philosophical: it’s all about service.

Learning objectives:
– Learn how to harness rapid change and community feedback to provide more responsive, user-centered library service
– Understand the ways in which libraries straddle the physical and the digital, in areas such as service provision and collections, illuminating how they overlap and can be improved using similar philosophies
– Embrace an openness to change as a foundation for project management, problem solving, preparing for future challenges, personal reflection and self-care, and leadership

CALLAN BIGNOLI is the director of the library at Olin College of Engineering in Needham, Massachusetts. She gathers inspiration from everywhere to inform user-centered practices and push the profession forward. Callan studies and speaks about user experience design, library management, and social issues in technology, challenging students and colleagues to fight for a more just and human future.

LAUREN STARA is a library building specialist with the Massachusetts Board of Library Commissioners, helping public libraries around the Commonwealth improve their physical spaces. A registered architect and a librarian, she has worked in and/or consulted for libraries in eight US states, three Canadian provinces, and three Eastern European countries. She has taught at library schools in Canada and Bulgaria, and she speaks and presents frequently on library design, design thinking, and service design.

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