Good Services

The bestselling book about how to
design services that work

“This book is long overdue. It will become a must-read for the service design community, but this book is also for everyone working with services”

Marc Stickdorn

“If you’re looking for help in doing the right thing I have good news for you. This book is going to help. It’s brilliant!”

Mike Monteiro

“This book desperately needed to be written. Service design isn’t new, but these solid, measurable principles are. Lou has created a book that everyone needs to read”

Dana Chisnell

Most of the services we use every day aren’t designed to meet our needs. In fact, most of the services we use every day weren’t designed at all

In the rush to create new and innovative experiences, services today have overlooked the one crucial thing we need from them: to be able to do what we set out to do with as little friction as possible

This is book is not about ‘great services’, ‘unique services’, ‘thrilling’ or ‘magical’ services. It won’t tell you how to ‘wow’ your users with something they didn’t expect, or build something that the world has never seen before

This book will tell you how to design a service that your users can find, understand and use without having to ask for help

It will tell you how to not disappoint your users, and make sure they can do the thing they set out to do

In a nutshell, it will help you to make services that work

You can read a detailed table of contents and sample chapter here