Louise Downe Book order (chronological)

Good services don't happen by accident, nor do bad ones. Designing a service that works for users and organizations is just the first step; the real challenge arises when that design is put into practice. This book delves into common obstacles such as organizational silos, risk aversion, and a lack of buy-in, which can make barriers seem insurmountable. It helps you understand why service design often fails and offers practical solutions to overcome these challenges. The author explores the universal difficulties in delivering effective services, guiding you to identify root causes and address them effectively. Whether you're a designer or a change-maker, you'll find clear, straightforward steps to surmount barriers to good service delivery. The insights provided will empower you to make a lasting impact and create conditions for good services to thrive. This book is essential for professionals at all levels involved in service design and delivery, equipping you to navigate the complexities of implementation and drive meaningful change in your organization. Learn how to transform the challenge of delivering good services into an opportunity for innovation and excellence. This work is a sequel to the international bestseller that preceded it.

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 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. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.