A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
My former colleague Lou has written a marvellous book. It reminds me of the great “Simplicity” by Edward de Bono – it’s a series of short chapters, interspersed with large-print summaries.
I regard it as essential to anyone involved in service design. Or anyone on the periphery of services. It clearly and calmly explains why service design matters and how to make sure that it’s done right.
It is a slim volume, and better for it. Unlike some business books which attempt to spin a single anecdote into a full-length novel, this gives you everything you need to know in an efficient manner.
Which is a good metaphor for good services.