Lou Downe, Director of Design and Service Standards for the UK Government based at GDS, is concerned that we don’t have discernible professional standards for service design. Instead of talking “about what we’re trying to achieve when we design a service, we’ve defined *how* to design a good service, leading to endless books and courses filled with diagrams and methodologies”. In short, she says, we still have “no answer to the most basic question – ‘what is a good service?’”, so Downe proposes her own 15 principles of good service design:
(see also Twitter thread)
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