Good Services

Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a ‘good’ service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a ‘good’ and ‘bad’ service and describing the common elements within all services that mean they either work for users or don’t.

A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

If you would like to buy in bulk, you can enjoy a special discount on orders over 10 copies. Starting from 15% off, the more you order, the bigger the discount.

Author
Lou Downe is the former Director of Design for the UK Government where they founded the discipline of service design to the UK government, growing the 1000 strong designers into one of the largest, and most influential design team’s in the UK - winning a Designs of the Year award and a D&AD lifetime achievement award.

Lou was voted one of the UK’s top 50 Creative Leaders by Creative Review, and one of the world’s 100 most influential people in Digital Government by Apolitical and writes regularly about Design. They‘re currently Director of Design and Transformation for the UK government where they’re leading change in the UK’s housing sector.

Press

"An excellent book." – This is HCD podcast

"The book is written in a user-friendly manner, explaining in an entertaining text what is important in service design." – PAGE magazine

"This accessible book is valuable not only for public service providers. Commercial parties can also take advantage of its content." – Utrecht Business magazine

"A practical book." – New Design magazine