We help organisations get better at designing and delivering services that work for their users
What we do
Public training
We provide courses you won’t find anywhere else that tackle the real-world challenges of designing and delivering services that work for users
Private training
We support teams with private masterclasses in areas that help them fulfil their potential. Starting conversations that lead to real change
Capability building
We help organisations to develop the capabilities they need to deliver great services through targeted coaching and community building
Who we work with
We’ve helped small charities, large corporations, new startups and big government agencies to increase their service literacy and deliver services that work
We’re a global movement of Good Services
We’ve helped over 5,000 people design and deliver services that work
Our courses are grounded in the 15 principles of Good Service Design, from the best selling book Good Services that has sold over 25,000 copies and changed services around the world
Our team
Our team of coaches are world renowned experts in service design and delivery and are here to help you and your organisation fulfil your potential
Lou Downe
Lou Downe is the author of Good Services, the bestselling book on how to design services that work and the founding director of the School of Good Services
Lou is the former Director of Design for the UK Government where they founded the discipline of service design, growing a 2000 strong team of designers into one of the largest, and most influential design team’s in the UK - winning a Designs of the Year award and a D&AD lifetime achievement award
Before this Lou’s career spanned big cultural organisations, telcos, banks and most of the regulated industries you can think of where they developed an expertise for developing services under challenging conditions
Lou is a hugely experienced and engaging coach and speaker and delivers the majority of courses and coaching here at the school
Sarah Drummond
Sarah Drummond is the co-founder and ex-CEO of Snook, where she built one of the first and most successful Service Design practices in the UK from the ground up and went on to become the Chief Digital Officer of NEC Software Solutions
Sarah brings a wealth of experience of building service design capability inside organisations across Government, third and private sector
Sarah was given an honorary doctorate from the Glasgow School of Art for services to design in 2019, awarded a Google Fellowship for her work in technology and democratic innovation and was named as Good magazine’s 100 extraordinary individuals tackling global issues in creative ways for CycleHack, an initiative to reduce barriers to cycling. Sarah sits on the board of Loch Lomond and Trossachs National Park and previously held trustee positions at Withyou, a mental health, drug and alcohol charity
What people are saying
“Take a course NOW. It will change how you think about services”
Service Owner, NHS
“You need to attend this course!!! The rest of our leadership team is attending next week. I cant wait to debrief with them afterwards”
Director of Operations, Local Authority
“Since your course yesterday our Director has quoted what he learned in all of his meetings today! We are finally on the right path!”
Head of Health and Wellbeing, Housing Association
“This course is absolutely jammed full of interesting and useful ideas, principles and techniques that will enhance anyone’s knowledge of service design. I didn’t think i had so much to learn!”
Head of UX Strategy, Banking