Service Design

This book is both an excellent introduction to service design and a practical guide to its application. Clear, actionable, and rich with real-world examples, it is essential reading for anyone engaged in shaping services.
Pip Hall, Service Design Manager, Founding Member, Service Design Forum

The service sector requires new skills and scientific rigor in practice, including knowledge of business, information technology and human factors; this book offers a practical roadmap for effective service design.
Yin Leng Tan, Associate Professor of Digital Futures and Programme Area Director of Digital Business Masters Programmes, Henley Business School, University of Reading

Service Design is a wonderfully accessible compendium of essential techniques and frameworks for the service design and broader change communities. The book is packed full of clearly laid out approaches set within relatable, real world context and is abundant with detailed templates to provide structure. This is a must-have resource for anyone working in the service design space, you will find yourself pulling it off the shelf time and again for guidance and inspiration.
Colleen Henderson, Co-Founder, Service Design Forum

True to its name, Service Design is a masterpiece of a resource! It brilliantly pulls together invaluable tools, like Nielsen’s usability components, to bridge design theory with real-world execution. The ultimate friendly guide for building a truly customer-centric business and support a service designers toolkit!
Paula Harrington, Principal Service Designer, Acacium Group, Healthcare & Services

A comprehensive, go-to guide that brings service design to life by combining methodology, practice and real examples, while showing how it integrates across disciplines to deliver meaningful, end-to-end customer experience improvements.
Anne-Louise Arkle, Head of Service Design and Digital Adoption, Member of Service Design Forum

A definitive and exceptionally practical guide that connects service design with the author’s previous book, Business Architecture, bringing together mindset, methods and delivery into a clear, cohesive framework. Strongly recommended and particularly timely in an age of increasing organisational and technological complexity.
Chloe Gray, Director of Enterprise & Business Architecture, The University of Manchester

Some authors preach and others teach. This book does the latter, bringing together diverse disciplines, practical tools and complementary frameworks to demonstrate that effective service design is about informed choice rather than rigid methodology, empowering practitioners to select the right approach for the context and deliver meaningful outcomes.
Sara Mubasshir, Head of Data, Digital & AI at Royal Mencap Society

If you’ve ever been asked “so what is service design, exactly?”, I’d recommend this book. It’s a practical, no nonsense guide that cuts through the noise, showing what service design really is and how to do it well. Packed with useful tools and techniques, including a few that were new to me, I can't wait to put them into practice on my next project.
Emma Whitelam, Lead designer

Among the many books available on service design, this latest from BCS stands out for its highly practical application of a wide range of models and techniques. Any practising enterprise or business architect, service designer, CX specialist or business analyst will benefit from the breadth of resources and models provided. All are well explained in an easy-to-navigate structure, and particularly useful is the clear guidance given on how they can be used to contribute to delivering valuable business or customer outcomes. Highly recommended!
Joanna Goodrick, Deputy Director & Head of Business Architecture, Cambridge University Press & Assessment

At last! The essential and comprehensive guide to service design that everyone needs! Debra and Jonathan have brought to life the mindset and techniques that everyone aspiring to create better services will rely on again and again. This book isn’t just for designers, it’s for business leaders, public sector leaders and entrepreneurs whose aim is to create great services - offering better value to their customers, users and stakeholders.
Bruce Prendergast, CDIO Strategy Lead, HM Customs and Revenue

In an ocean of literature championing why service design matters, the authors finally answers the 'how'. Invaluable reading for practitioners who need the language to operate, influence, and make the case where it counts.
Teddy Prosser, Independent Service Designer

A practical, clearly structured guide that brings service design to life through actionable frameworks and insights. Essential for teams seeking to embed consistent, customer centric thinking across their services.
Michael Greenhalgh, Head of Business Architecture, Places for People