Everything around you is designed. The chair you sit on is designed to support you. The shoes you wear are designed to be comfortable or make you look cool – not always both. But if you think about what you do on an average day, it mostly services you’re surrounded. They should be designed with the same attention to detail. You’ve already experienced a lack of service design – the irritating call centre, the instructions that make no sense, the infuriating invoice. Good service design keeps those things from happening.
