Abstract

This chapter reflects on work conducted by Cambridge University Libraries’ Futurelib programme, which employed service design methods to design, test and refine concepts for library services. Two of these services are discussed in detail: Spacefinder (a service to help Cambridge students find appropriate places to work); Protolib (design of user-centred workspaces to optimise productivity and wellbeing in libraries). These case studies are used to discuss key tenets of service design and their application in a higher education context, as well as wider themes around organisational culture, relationship management and advocacy. The chapter covers barriers faced to introducing service design at a UK University and steps that were taken to overcome those challenges. It presents a critical view of what worked well and less well, with the intention of enabling those currently adopting or advocating for service design in their own institutions. It discusses the relative impact of Futurelib’s work, both within the University of Cambridge and further afield. Overall, it provides readers with an honest critical assessment of a long-term programme of service design, for the benefit of the UK Higher Education community.