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 bad service and describing the common elements within all services that mean that it either works for users or doesnt. A practical book for non-practitioners interested in better service delivery, a book to guide their decision making without the need to first learn how to design a service themselves.

Lou Downe is Director of Design for the UK Government and was voted one of the UK's top 50 Creative Leaders by Creative Review in 2016, and one of the world's 100 most influential people in Digital Government by Apolitical in 2018.