In episode 9 we talk about chapter 2 of the new book Bad Services, Users. 

We explore one of the most common barriers to delivering better services, the ever present issue or not knowing who our users are or what they need

We talk Exeter Cathedral, the obsession with user needs as both a useful and potentially damaging doctrine and look at how we consider really designing solutions and services that help people with what they need to do, that aligns with our purpose. 

With Bad Services, the new book from Lou Downe out now, we’re delving into each chapter, focusing on the causes of Bad Services. 

In episode 8, we’re talking about Purpose

Why does a lack of purpose lead to Bad Services? How do you get together to think about what your service is supposed to do, and how this aligns to the wider purpose of your organization? 

Is there a right way to do Service Design? Or one process you should follow? We’re often asked, what’s the right process for Service Design. The truth is, none of them and all of them at the same time. 

In episode 7, we talk about the ‘Types of Service Design’. 

We de-bunk the idea that there is a ‘right’ way to do service design and share different forms the approach might take from working on one touchpoint of a service to transforming the shape of what the service delivers. 

Now you’ve spotted a bad service, and you’ve thought about who your users are, how about what they need in relation to where they’re at when they are using it?

In this episode we talk about ‘context of use’ and how it changes how people interact with your service

Now you’ve spotted a bad service, and you’ve thought about who your users are, how about what they need in relation to where they’re at when they are using it?

In this episode we talk about ‘context of use’ and how it changes how people interact with your service

We’ve talked what makes a bad service, but how do you spot a bad one? In this episode we cover some of our go to data points of where to find indications your service might not be delivering what you want it to

What makes a Bad Service is the third episode from the Bad Services podcast delving into our takes on what makes a service bad.

Good versus bad is the second episode from the Bad Services podcast delving into why Lou Downe wrote a follow up book.

15 billion hours are wasted on ‘life admin’ every year That’s roughly an hour per day, or just over a month per year spent paying bills, requesting refunds, making complaints, resetting lost passwords and a plethora of activities involved in ‘life admin’. Why, despite advances in technology, does fulfilling our basic needs still dominate so much of our time? The answer is simple, but the solution isn't. From the author of the bestselling book Good Services, Bad Services untangles why, despite our best efforts, organisations struggle to deliver services that work.