Good Services Service Design

This skill helps you design, diagnose, and improve services end-to-end using the Good Services model: define the service from the user's perspective, map the steps/tasks across channels and operations, and then assess and improve using the 15 principles of good service design.

A service here means: something that helps someone to do something — defined by the user's goal, not your org chart.

When to use

Use this skill when the user asks for any of the following:

• “Design a service” / “redesign a service” / “fix our service”
• “Service audit” / “service review” / “why is our service failing?”
• “Service blueprint” / “journey map” / “service map”
• “How do we make this service easier to find / understand / use?”
• “Apply the Good Services principles” / “the 15 principles”

When NOT to use