In the rush to create new and innovative experiences, 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 “Good Services: How To Design Services That Work” Lou Downe crafts a framework that is part narrative, part case study exploration, and part self-service design fundamentals.

While the content is clearly aimed at people who purposely call themselves “designers”, the structure and language Downe employs makes it super accessible for folks outside of the traditional “design” world who are interested in understanding how the services we all use everyday come together.

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