Why Britain needs a revolution in Service Design

Trish Lorenz, design journalist and former service design consultant with Virgin Atlantic, tells the Design Council the benefits of service design are becoming clearer as the economic climate worsens; the need for businesses to place retaining and delighting customers at the top of their agenda has never been more urgent. Readers are introduced to the term of service design via the story of a trip to the cinema.


This is an excellent article, although I was a little disappointed to read about IDEO's Keep the Change project again. This project seems to have been the favourite example for the past three years.

Although, something we don't read about too often in this context - bad service design! Lorenz also give us some examples of service design disasters...now there is a interesting title. Tell me about your service disasters...