What is a service? What makes it really effective?
“Good Services” by Lou Downe is not the usual manual, but a practical and stimulating guide that invites us to rethink service design with a more human approach oriented to the real needs of users.
Downe proposes 15 essential principles, exploring issues such as the complexity in designing interconnected services, the convictions and biases that influence user choices, and the importance of creating inclusive services accessible to everyone. Another fundamental point is the way in which services can encourage or limit behavior, positively or negatively affecting all the actors involved. The book, therefore, is not limited to providing technical indications, but leads the reader to reflect on the ethical and social role of service design.
The reading is smooth and often illuminating, thanks to the numerous anecdotes that, in addition to facilitating understanding, make the text engaging. With a “modernist” graphic layout to say the least ❤️, it is an essential text for designers, project managers and anyone who wants to understand the approaches to analyze, design and develop valuable services.
