To design something you have to - at a bare minimum - believe that it exists. And this is the problem we have with service design.

Services are invisible by they’re nature. They help our users to achieve an end goal, but they are more than the sum of their component parts. Services are also made of the connections between the products, systems and information we interact with

The things our users need from our services aren’t unique, and the problems we have in delivering those services aren't either

Here at the School of Good Services, we get a lot of questions along the lines of “I’ve been doing X, am I a service designer?”

Here are five things that you don’t need to be a service designer, and two that you do

When designing a service, there are many questions we need to answer - who are our users? What do they need from us? What could we do to help them achieve their goal?

But there is one question we’re often afraid to ask. It’s by far the most common question that comes up in Good Services courses, and that’s ‘what is my service?’ 

After nearly 2 years of delivering training to over 5,000 people and hundreds of organisations in how to design services that work, Good Services is officially becoming a school, and with it, we’re changing our name to The School of Good Services.

In the winter of 2019, Paris was much like any other large northern European city; messy, imperfect, and cold.

But like every other city, there was a more deliberate force behind some of the mess if you looked closely.

I made a scale to measure the quality of services using the 15 principles of Good Service design. Here’s why.

At long last, you can now buy posters and stickers with some of the best quotes from Good Services check out the shop here

Just over a year ago I wrote a blog post about what we mean by a ‘good service’ and how strange it is that we don’t have a better understanding of this.

The book is now finished (all 190 pages of it!) is available for preorder now