Primary Navigation

Back to the other speakers

Lou Downe

Founder, The School of Good Services

Lou beaming in black and white.

About Lou Downe

Lou Downe is author of Good Services, the bestselling book on how to design services that work and the founding director of the School of Good Services, an organisation that helps people to build the skills they need to design and scale great services.

Lou is the former Director of Design for the UK Government where they founded the discipline of service design, growing a 2000 strong team of designers into one of the largest, and most influential design teams in the UK - winning a Designs of the Year award and a D&AD lifetime achievement award.

Designing good services

What is a service?

We might think we all know the answer to this question but the confusion surrounding what services actually are and what makes a good one is one of the major reasons why organisations struggle to adopt user centred design.

In this talk Lou will reveal the 15 Principles of Good Service Design from the bestselling book Good Services and show how we can easily recognise potential problems with our services and work towards fixing them.

  • Learn how to identify and define services
  • Understand the universal principles behind what makes a good service
  • Spot problems in your service and learn practical strategies to fix them

Lou spoke on day two, June 29th

Day two focused on creating. Build the thing right …starting with content.