In a world increasingly reliant on services—whether public, private, digital, or in-person—the ability to design and deliver good services has become both a competitive necessity and a societal imperative. Louise Downe’s exploration into what truly constitutes a good service unpacks the often invisible elements that distinguish seamless, satisfying experiences from frustrating or confusing ones. By demystifying the principles behind effective service design, the book provides a clear roadmap for organizations and individuals determined to improve the way people interact with essential systems and touchpoints.

• A good service is invisible when it works...
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