BIS Publishers Good Services - Lou Downe

Service design is a rapidly growing area of interest in design and business management. 'Good Services' by Lou Downe is the first book that describes what a ‘good’ service is and how to design one.

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 they either work for users or don’t.