Category: Uncategorized

BUENOS SERVICIOS

This blog post was kindly translated into Spanish from the original by Beatriz Belmonte, Strategy and Service Design Lead at Madrid’s Public Tech Lab. Graciaz Beatriz! Good Services the book is out now ¿Qué es un buen servicio y por qué nos cuesta tanto hablar sobre ello? Últimamente he estado haciéndome esta pregunta muchas veces. Intentando […]

Good Services out now!

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 You can sign up for the newsletter to […]

Hackney Council destroyed my garden, here’s why

Yesturday morning a team of council maintenance workers moved into my community garden and destroyed it. I’m still in shock. Since drafting this post Hackney Council have just called to apologise, and have promised to help find another site, but this story says more about the failures of government to manage common land, than it […]

I’m writing a book about good services

I’ve decided to write a book about good services. I’m not doing this because I have a burning ambition to write a book – but because I feel like this is a book that needs to exist. I wrote more about why here, but in a nutshell – after 15+ years of service design as […]

15 principles of good service design

UPDATE: Good Services the book is out now What is a good service and why are we so afraid to talk about it? I’ve been asking myself this question a lot recently. In a bid to find out, I tweeted this a few weeks ago and – bar a couple of people also wondering the […]

Why it’s never a good time for service design

Picture the scene: you’ve just joined a new team, they’re doing good work but they’re plugging away at the wrong problem. You bide your time, thinking of ways to bring them round. Maybe weeks go by as you work on each stakeholder one by one, until one day someone calls it – “look” they say […]