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Whether you are reading your first book on the subject or choosing a master's programme, this is the learning material practitioners tend to recommend to each other.
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8 resources · Book
Fifteen principles of good service design, drawn from Lou Downe's time leading design across the UK government. Short, plain and opinionated.
The practical companion to service design, covering research, ideation, prototyping and implementation with a large method library. Widely used as a course text.
An edited academic collection on the theory and future of designing for services, bringing together researchers from the field's main university groups.
A thorough guide to the whole family of alignment diagrams: journey maps, service blueprints, experience maps and mental model diagrams.
On designing experiences that unfold across channels and over time, with a strong emphasis on mapping and on the language of experience design.
A guide to using service design inside organisations, aimed at people who need to make the case for it as much as do it.
A clear account of what service design is and how it is done, from research through to measuring the results, by three practitioners from Livework.
How organisations need to change, in their structures and leadership, to deliver services that work. Written from experience inside large public and private organisations.