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.

Author

Lou Downe is the former Director of Design for the UK Government, founding service design there. They lead change in housing and have received multiple awards, including a D&AD lifetime achievement award and recognition as a top Creative Leader.

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