'Good Services' by Lou Downe is a must buy book on Service Design and how to Design great services. Most of the services we use every day aren’t designed to meet our needs. In fact, most of the services we use every day weren’t designed at all
In the rush to create new and innovative experiences, services today have overlooked the one crucial thing we need from them: to be able to do what we set out to do with as little friction as possible
This is book is not about ‘great services’, ‘unique services’, ‘thrilling’ or ‘magical’ services. It won’t tell you how to ‘wow’ your users with something they didn’t expect, or build something that the world has never seen before
This book will tell you how to design a service that your users can find, understand and use without having to ask for help
It will tell you how to not disappoint your users, and make sure they can do the thing they set out to do
In a nutshell, it will help you to make services that work.
About the Author
Lou Downe is the author of Good Services, a book about how to design services that work.
She is the Director of Housing and Land transformation for the UK Government, based at Homes England, a former design director of the UK Government, and founder of service design in the UK Government.
Lou regularly talks at conferences.