Episode 12 - Good Services with Lou Downe

This special DigiListen is all about Good Services with service designer and author Lou Downe.

Most of the services we use every day are not designed to meet our needs. In fact, most of the services we use every day weren’t designed at all.

In the rush to create new and innovative experiences, many services today have overlooked the one crucial thing we need from them: to be able to do what we set out to do with as little friction as possible.

In this episode, Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with Lou, looking at how you can design services that work.

About Lou Downe

Lou is Director of Housing and Land transformation for the UK Government, based at Homes England.

Former Design Director of the UK Government, and founder of service design in the UK Government

Voted one of the UK’s top 50 creative leaders by creative review and one of world’s 100 most influential people in digital government by Apolitical.

Key resources from this week include:

Get the book - Good Services: How to design services that work

The Principles - 15 Principles of Good Service Design

Service Design in Crisis - 10 principles for design in a crisis

CAST - Service Design for Charities - 10 digital design principles to help UK charities build #BetterDigitalServices

Scottish Digital Academy Training - Service Design Champions

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You can find the main COVID-19: Digital service delivery for charities hub here.

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