WOW!!! Tuesday night was absolutely incredible at our London Launch Party We were completely packed out with standing room only, and it was hotter than the sun but what an amazing evening with such good vibes all round.

Making the case for service design is a 1 day course for anyone wanting to learn how to pitch and bring people with you on investing the resources you need to design good services. Our next one day course is on the 14th July good.services/making-the-c...

Sometimes it's easier to spot a bad service, than it is a good one. As part of our new sister company, the Bad Service Corporation, we've launched a training video on the 15 Principles of Bad Services. good.services/writing/the-15-principles-of-bad-services

We’re really excited for the official London launch party tomorrow for Bad Services We’re welcoming Laura Hutchinson and Sarah Gold to join us to reflect on why bad services happen We are sold out, but, some returns are being done today, so do join the waitlist luma.com/bzermheg

Bad Services is out today and we’d like to take this opportunity to announce our unwavering support for services that don't work. So much so that we've launched our new sister company - The Bad Services Corporation Welcome to your Bad Services Corporation staff induction.

It’s HEREEEEE!! Bad Services ships tomorrow but here’s a sneak peak of the long awaited sequel to Good Services. good.services/writing/bad-services-has-landed

Our new podcast on the 'Types of Service Design' is out today Is there a right way to do Service Design? Or one process you should follow? good.services/badservicespodcast/episode007

We'll be seeing your for the Bad Services Corporation induction June 25th 2026 badservicescorp.com

Designing services has many different starting points and reasons for it to take centre stage, or be initiated.  Our new podcast episode, Starting Points in Service design is all about the reasons service design might happen and what starting points look like good.services/badservicesp...

We’re on a Bad Services UK Book Tour. Actually we’re on it right now, with Glasgow tonight. We’re doing a short Bad Services UK Book Tour over June and July. The link has tour dates listed, with a few more to be updated in the next few days. good.services/badservicesb...

You’ve reached the Bad Service Corporation Customer Help line Did you know we have a website? It’s much easier to do what you’re trying to do online than it is to wait in the queue to speak to one of our customer service representatives Press 1 for New Book

Super excited to be dropping into Bristol Service Design Meet up as part of the book tour for Bad Services 1st July, we'll be talking about the why of Bad Services Tickets: www.meetup.com/service-desi... Big thanks to James Reece for pulling it all together

Bad Services, coming soon Ships on 25th June 2026 good.services/badservicesb...

Episode 5 of Bad Services is live, and this episode is on context of use. We talk designing boxes to move multi-million £ artwork, creating new volunteer services for older generations facing fraud, and an online service supporting people with divorce good.services/badservicesp...

Delighted to be kicking off the start of talking about Bad Services, our new book in Glasgow Ahead of being shipped, this is the first stop of a wider book tour to be announced shortly Tickets are Free Glasgow Glasgow School of Art Reid Building 5.00 - 6.30pm www.eventbrite.com/e/bad-servic...

Really excited to be closing keynote @uxlondon.bsky.social With Bad Services coming out soon, we'll be talking about all things BAD, all things SERVICES but really asking, why does this happen? 2nd - 4th June Use our code JOIN_LD for a 20% discount! #UXLondon UX London 2026.uxlondon.com

Our Stakeholder Leadership course is coming up on the 25th June. Fed up of silo’s? Learn how to work with them rather than trying to tear them down. Come learn how to create effective relationships that enable good service design and delivery to happen good.services/stakeholder-...

Our Making the case for Service Design course is coming - 14th July and it is (we think) the last time we will run it this year Learn how to communicate the value of user-centred change and build a compelling financial pitch to gain investment and buy in for design good.services/making-the-c...

Designing Good Services Summer course is coming up on 23rd June Come work with us and learn about what makes a good service, how to identify problems in the design of services and understand what can be done to improve them. good.services/designing-go...

A new episode of Bad Services is live. Episode 4 is how to spot a bad service. There are lots of ways in which you can spot if something isn't working, we've put some of our initial go to data points down. good.services/badservicespodcast/episode004

“The course has given me a renewed sense of energy and inspiration, along with the confidence to continue in my chosen direction" This was some fantastic feedback from our Service Design Leadership Course. Our next course is on the 2nd and 9th July good.services/service-desi... Tickets Limited

Our summer semester trio of one day courses is coming up in June. If you’re looking to learn more about services and how to design good ones, Designing Good Services is a great introductory course. Designing Good Services - June 23 2026 (BST) good.services/courses

Incredibly privileged to join @energysavingtrust.bsky.social colleagues y'day for a @theschoolofgood.bsky.social masterclass from @loudowne.bsky.social. Getting great feedback today - "so valuable - they linked stuff together which I've always thought about, but never had the framework to tackle!"

A new episode of Bad Services is live. Episode 3 is on What makes a Bad Service. From services that de-humanise people, to hidden rules in services, we lay it all out. What do you think makes a bad service? good.services/badservicespodcast/episode003

We’ve got a new podcast! Bad Services is out on the 20th of May, but if you can't wait to get stuck in, we’ve just launched a podcast so you can dive into the book early, and listen along as we talk about each chapter over the next few months. good.services/badservicesp...

Sun's out, and our summer semester is on it's way. We've got our whole range of courses on offer. Tickets available on our website: good.services/courses

Sun's out, and our summer semester is on it's way. We've got our whole range of courses on offer. Tickets available on our website: good.services/courses

Good Services came out 6 years ago and we are SO excited to finally announce that the Sequel - Bad Services - will be out in late May

We've spent January working towards a certain new book launch coming soon... but, back to the day to day! We're just about to kick in to our 2026 public course curriculum for The School of Good Services Any last training budget left? There are a few courses coming up before the end of March.

Do I need to think about user needs if my users have to use my service? We hear a variation of this regularly ... Have you experienced situations where your organisation is resistant to thinking about the needs of users who have to do something? Read more good.services/writing/do-i...

We're about to start our school winter holidays. Before we go, we wanted to let you know our course syllabus for 2026* In addition to online courses, we have an exciting new book launching in summer, so we'll be touring across 2026. More on that soon... 😉 See all our courses on good.services

We've written about the 5 things that are needed in any scenario to create an organisation that can design and deliver services well This is for all the people stepping into leading service design, whether it's in their title or not. good.services/writing/comm...

Most bad services don't happen deliberately. We've written more about what to do when bad service design is deliberate. good.services/writing/what...

Leadership of service design can come in many different forms. We've written about service design leadership and our new course. 🗓️ good.services/writing/what...

What have bathrooms got to do with service design? Author of Good Services Lou Downe, and our school director reflect on lessons in service design from bathrooms. good.services/writing/lessons-about-service-design-from-bathrooms

What makes a bad service? In preparation for our new book, Bad Services, we started thinking about the key patterns in bad services Beyond the user experience, much of the reasons for bad services sit with how the org runs them What do you think? good.services/writing/rwfx...

When you are designing a service, how do you develop your first concepts and come up with ideas for improving existing services? We wanted to find a way to help teams work together to develop ideas on making their services work for people good.services/writing/deve...

Most services don’t fail because they’re missing tech. They fail because people can’t use them. A good service doesn’t make you work hard to find it. It doesn’t leave you guessing, or feeling stupid for asking. www.youtube.com/watch?v=b2PT...

Good Services need designed. Our intro level course on Good Services takes place on the 17th September If you were wondering if this course is for you, here's Lou, author of Good Services to talk you through the course www.youtube.com/watch?v=vuxV...

Service literacy is a term we come back to often We think it's important organisations see their services, then recognise what outcomes they are helping them to achieve, whether purpose, policy or financial. It's an old post but something we come back to daily good.services/writing/why-...

Designing Sustainable Services is back! Two half days, 11th and 12th November. Learn how to reduce the impact of your work on the planet and design sustainable and climate resilient services good.services/designingsus...

Why do Services fail? When services work, we rarely notice the design. Good service design should lead to a frictionless joined up user experience, no matter what ‘front door’ you come at it from Enjoy this talk from the archives, thanks to brilliant Camp Digital www.youtube.com/watch?v=6wve...

Want to know if your service is actually delivering a good service? The Good Services Scale helps teams reflect on how well their service works for real people—based on the 15 principles of good service design. 👉 good.services/the-good-services-scale

Full Stack Service Design is a model to help people break services down into the parts that make them and understand how all of these parts impact the user experience. Services are made up of thousands of tiny, often accidental design decisions. Read more on sarah-drummond.com/full-stack-s...

The brilliant Kev Mears who joined our Agile Service Design Course this year, sent us these wonderful sketch notes from the course. It's so great to see the course we run reflected back at us and see the takeaways.

Sometimes services don’t work the way we hope — not because people aren’t trying, but because the service itself is hard to see In this talk, Lou Downe shows how making services visible and designing them end-to-end can save everyone time and frustration. 🎥 Watch the talk: youtu.be/QoN9tYpbB-k

For me, at the heart of this test and learn approach was always a readiness to observe, learn, adapt the design, and repeat. Wrote about design for @theschoolofgood.bsky.social on test and learn for organisations this week, felt good to revisit old work good.services/writing/test...

How to ‘Test and Learn’ in service design At the heart of test and learn approaches is a readiness to observe, learn, adapt the design, and repeat. We're written about how we take a test and learn approach to whole services good.services/writing/test-and-learn

Join us for Making the Case for Service Design: Learn how to communicate the value of user-centred change and build a compelling financial pitch to gain investment and buy in for designing good services 🗓️ Next course on 7th October

Recently I learned that my favourite bookmark service was closing, pocket. It got me thinking about the questions I think about when a decision is made to close a product or service down, what would you add? good.services/writing/closing-a-service