Good Services

Service design has become an increasingly important discipline across both design and business, but understanding what makes a service truly effective can often feel unclear. Rather than focusing solely on methods and processes, this book explores the foundations of good service design, examining the principles that help services work better for the people who use them.

Published by BIS Publishers, this practical and accessible guide breaks down the qualities that distinguish good services from poor ones, highlighting the common elements that shape user experiences across every sector. Through clear explanations and real-world insights, it offers a framework for creating services that are useful, intuitive and genuinely user-centred.

Written by renowned service design leader Lou Downe, the book draws on extensive experience shaping public services at scale. As the former Director of Design for the UK Government, Downe played a pivotal role in establishing service design as a core discipline across government, helping build one of the largest and most influential design teams in the UK.

Whether you’re a practising designer, a manager responsible for service delivery or simply interested in creating better experiences for people, this book provides a valuable introduction to the principles and practices behind services that truly work.

Author: Lou Downe
Cover: Paperback
Pages: 224 pages
Dimensions: 198x130mm
ISBN: 9789063695439