What makes a good service and why are we so afraid to talk about it?

Wednesday, July 18, 2018 - 19:00
Service Lab London


We talk about "What is Service Design" a lot but what does good service design look like? We're excited to have Lou Downe with us this month to explore "What makes a good service and why are we so afraid to talk about it?"

With almost 80% of the UK GDP generated from services, and an industry that’s between 15-20 years old (depending on who you ask) it’s becoming increasingly hard to justify why service design has no discernible standards for what we mean by a ‘good service’.

Ask a graphic designer to tell you what makes ‘good’ graphic design and you will get a different answer each time, but they’ll give you an answer. Ask most service designers this question though, and they’re likely to say something like ‘it depends on the service’ or ‘it’s hard to generalise’.

Lou Downe [@LouiseDowne] is on a personal mission to get the industry to discuss (and maybe even agree on!) some standards for what we mean collectively by ‘good services’.

Lou is Director of Design and Service Standards for the UK Government at the Government Digital Service (GDS). They joined the UK Government in 2014 and founded the discipline of service design in government. 4 years later they now lead a community of over 3,000 designers, user researchers and content designers across government - and the direction of a £5m programme of design standards, products, and activities focussed on enabling government to transform services to meet user needs. They are a passionate believer in the responsibility of design to create a world which benefits everyone, and are a prominent protagonist for transparency and ethics in the design industry.

Book your tickets quick! See you soon!

Love + Peace

The Service Lab Team

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