15 principles of good service design

Lou Downe

‘What is good service?’ is a question which is simultaneously very easy but remarkably difficult to answer. It’s easy because, as service users, we all have a strong sense of what is good and bad about our own experience – perhaps including those times when the best service is no service. But it’s very hard because those impressions don’t readily translate into a reliable way of telling whether a service is good, still less so whether a given design approach will result in one which will be good.

This post attempts to fill that gap with a set of principles of good service design. It’s presented as a first attempt, with an invitation to make comments and suggestions – but there is nothing sketchy or ill thought out about it and the list very much stands on its own merits. But in the spirit of that invitation, it’s perhaps worth asking a question and making a suggestion.

The question is about the intended scope of these principles. Reasonably enough, their starting point will have been the design of government services and more particularly their design in a modern digital context. But that’s not the only domain of service experience or service design. Are these universal principles, as applicable, say, to the service experience of going to a restaurant as to the service experience of getting a passport? Or is there something sufficiently different about them that different principles apply – and if there is, what is that difference, and what effect should it have?

The suggestion is rather simpler, a candidate additional principle, partly prompted by the idea of a thing avoided as well as of a thing experienced:

Be in the background whenever possible; be in the foreground whenever necessary

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