Good Services: How to Design Services That Work
by Lou Downe
Fifteen practical principles for designing complete, understandable services around what people are trying to achieve.
BIS Publishers · 2019 · 224 pages · ISBN 9789063695439
Topics: Service Design, Systems Thinking, Product Design
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Why it matters
Downe gives teams a plain-language standard for judging a service as a whole, not just the quality of individual screens or touchpoints. The principles make service design concrete enough to use in critique.
Best for
Best for product teams, public-service designers, operations leaders, and anyone responsible for an experience that crosses channels or departments.
What you’ll learn
You will learn to define a service by user goals, make it discoverable and coherent, handle exceptions, and measure whether the complete journey works.
