Bad Services has landed
Bad Services will be shipping tomorrow but here’s a sneak peak of the long awaited (for me at least!) sequel to Good Services.
For 6 years I’ve been talking to designers, change makers and organisational leaders about why they find it hard to deliver better services
The problem is almost never that we don’t want to make our services better.
More often than not we know they aren't working, but pick on the wrong solution to the wrong problem, and then somehow manage to deliver it in the wrong way.
After thousands of conversations a pattern started to emerge - 5 things that stand in the way of creating genuine, lasting change to our services:
Purpose: We’ve forgotten or don’t know why our service exists
Users: Don’t know who our users are or what they need
Materials: We don’t understand the materials we build things with
Risk: We can't experiment and take risks
Structure: Our organisational structure gets in the way
If we get these things right, we stand a much better chance of improving our services, and seeing them get better over time rather than worse.
Like Good Services, Bad Services feels like the culmination of an entire community's knowledge and something that was long overdue being written down.
So thank you to everyone who’s contributed (knowingly or just through inspiring me with their experience) and honestly, I cannot wait to hear what you think about it!
Enjoy my slight ASMR video opening the book for the first time and a big surprise tomorrow for launch day.
Happy reading!
Bad Services is available to order now in UK and Europe.
Wider shipping available from the publisher and local supplies outside of Europe available in the fall.