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.
"Lou Downe has been designing good services for quite a while. And they’re good at it! I can’t tell you how many times I got stuck trying to solve something and thought: ‘Well, let’s go see how GOV.UK solved it.’
If you’re looking for help in doing the right thing I have good news for you. This book is going to help. It’s brilliant!"
- Mike Montiero
"This book is long overdue. This book will become a must-read for the service design community, but this book is also for everyone working with services – consciously or unconsciously."
- Marc Stickdorn
"This book desperately needed to be written. Service design isn’t new, but wrapping it in solid, measurable principles is. Lou Downe has created a relatable book in which every designer is will to recognize their own challenges and every manager their pain points."
- Dana Chisnel