Lou Downe

@loudowne.bsky.social

1881 Followers 1 Following

Founder of @theschoolofgood Chief bean-wrangler @brodbox Ex-Design Director of the UK Gov. Proudly dyslexic & non-binary 🌈 they/he

A black and white cathedral image that overlays text saying: Chapter 2: Users
Every purpose has infinite service possibilities
An object on ground propping a door is fronted with text saying Form Follows Function Follows Form Follows Function
Two people in a shirt and green tie, and a matching green shore jacket smiling for the camera
Poster with bold colored typography on a black background reading: "Service design is 10% design, 90% creating the conditions for design to happen."
A diverse audience seated and standing in a low-ceilinged room bathed in purple light, attentively watching a presentation or performance at the front.
Pedestrians waiting outside a city storefront, one checking a phone, beside a bright green sign that reads "I fix bad services," suggesting a business offering customer-service or tech support fixes.
A bad services is: Principles poster in green The 15 principles of bad service design A bad service: 1 Is hard to find 2 Does not enable users to complete the outcome they set out to 3 Does not explain its purpose 4 Does not set expectations a user has of it 5 Works in a way that is extremely unfamiliar 6 Requires prior knowledge to use 7 Is defined by organisational structures 8 Requires the maximum possible steps to complete 9 Is inconsistent throughout 10 Has multiple dead ends 11 Is usable by a select few, unevenly 12 Encourages the wrong behaviours from users and staff 13 Never responds to change 14 Never explains why a decision has been made 15 Makes it hard to get human assistance
Two people in green jackets, sitting side by side at a table. One label says accounts, the other says Billing
Types of Sevice Design
Context of Use title with episode 05 title. Parking sign in background.
What makes a Bad Service text in green
A green book that says Bad Services: How to fix services that don't work