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.Meer over Lou Downe
How to design services that workPaperback Engels 2019 9789063695439
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 doesn’t. 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.
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What is a service?
What makes a good service?
The 15 principles of good service design
Principle 1 Be easy to find
Principle 2 Clearly explain its purpose
Principle 3 Set a user's expectations of the service
Principle 4 Enable each user to complete the outcome they set out to do
Principle 5 Work in a way that is familiar
Principle 6 Require no prior knowledge to use
Principle 7 Be agnostic of organisational structures
Principle 8 Require the minimum possible steps to complete
Principle 9 Be consistent throughout
Principle 10 Have no dead ends
Principle 11 Be usable by everyone, equally
Principle 12 Encourage the right behaviours from users and service providers
Principle 13 Quickly respond to change
Principle 14 Clearly explain why a decision has been made
Principle 15 Make it easy to get human assistance
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