Good services
Lou Downe wrote a book: Good Services. It has become somewhat of a constant companion because it’s full of gold!
If you’re new to the science of service design, this is a really good starting point.
Lou’s 15 principles of good service design inform my work:
Be easy to find
Clearly explains its purpose
Sets the user’s expectations
Enable each user to complete their goal
Work in a way that is familiar
Requires no prior knowledge to use
Be agnostic of organisational structures
Require the minimum possible steps to complete
Be consistent throughout
Have no dead ends
Be usable by everyone, equally
Encourage the right behaviours from users and service providers
Quickly respond to change
Clearly explains why a decision has been made
Make it easy to get human assistance
