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Good Services: Decoding the Mystery of What Makes a Good Service
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Good Services: Decoding the Mystery of What Makes a Good Service

4.73  ·  Rating details ·  15 ratings  ·  3 reviews
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, what makes a good service and why.

This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a ‘good’ and ‘
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Paperback, 192 pages
Published November 2019 by BIS Publishers
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Luis Alt
Jan 15, 2020 rated it it was amazing
For a long time now, Service Designers have preached that there are no formulas for good services, that each service is unique and it is required to do a complete project that goes through user research, co-creation and prototypes to finally formalize the strategy and operation in a service blueprint to discover what exactly an organization needs to do. However, the experienced and talented Lou Downe shows us in this book that there are some good practices that might be applied to any situation. ...more
Neil
Feb 05, 2020 rated it really liked it
There are lots of good ideas in this book, and I know it's going to help us at work. It's let down in a number of ways, though.

It feels like it's missing one or two chapters at the end; after going through all the principles, it would be helpful to pull them together in a "here's how you might incorporate the principles when designing a new service", and "here's how to approach an existing service". Having read it, I'm going to sketch out my missing chapter, to help think about how to best apply
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Louise Downe writes under the pen name Lou Downe.

Director of Design and Service Standards for the UK Government, based at GDS and founder of service design in government, she was voted one of the UKs top 50 creative leaders,and one of world’s 100 most influential people in digital government.