Why is the old leadership trope of 'Don't get involved in the detail' bad for delivering good services? Our new episode of Bad Services podcast on materials is out now and why we need to care about the detail good.services/badservicespodcast/episode010

Sometimes, stopping bad decisions is as important as making good ones when it comes to designing good services

Why is it so hard to design services that meet our user’s needs? Not knowing who our users are or what they need is now so common in some organisations that we almost don't notice anymore. good.services/writing/you-are-not-your-user

Lets talk users, user needs and why bad services create bad relationships with users. Episode 9 of the Bad Services podcast is out! good.services/badservicesp...

Last week, we introduced chapter 1 of Bad Services: Purpose Every service has a purpose,but for every purpose, there are infinite possible services..how do you pick the right way of delivering that purpose if you’re starting from scratch? More on purpose/services: good.services/writing/ever...

15 billions hours are wasted each year dealing with broken services, but do we care enough to fix it? So we built a tracker to show across the year how much time has elapsed good.services/writing/15-billions-hours-are-wasted

You can't design a service if you don't know why you’re delivering it Whether your purpose is to help people get into cycling or get control over money, it's our purpose that tells us what services we might create to deliver that outcome and who our users might be good.services/writing/serv...

Episode 8 of the Bad Services Podcast is out. As the book, Bad Services is now out, we’re delving into each chapter, focusing on the causes of Bad Services. In episode 8, we’re talking about Chapter 1, Purpose. Why does a lack of purpose lead to Bad Services? good.services/badservicesp...

Thanks for the pictures John V Willshire & Marta Ferreira de Sá 👏 And to our wonderful volunteers who came via the SDN UK Network Rochelle, Shaleen and Richa. Mega props for your help on the night.

Good Services are designed, but the work of designing those services is about 10% design. The other 90% is creating the conditions for design to happen. That’s why I wrote bad services. For you. It’s a big green hug, so check it out, or give our Bad Services podcast a listen. x 💚 x

And a massive thank you to the wonderful Newspeak House for hosting us. I spent most of the evening signing books and answering really thoughtful questions people had and one thing I heard on repeat was what a joy it was to know that we aren't along in our struggle to make services work for users

Thank you to Sarah Gold & Laura Hutchinson for joining a brilliant panel chat, to all the old and new friends who showed up and brought the energy. Photo credit: Gemma Lord 📸

WOW!!! Tuesday night was absolutely incredible at our London Launch Party We were completely packed out with standing room only, and it was hotter than the sun but what an amazing evening with such good vibes all round.

Making the case for service design is a 1 day course for anyone wanting to learn how to pitch and bring people with you on investing the resources you need to design good services. Our next one day course is on the 14th July good.services/making-the-c...

Sometimes it's easier to spot a bad service, than it is a good one. As part of our new sister company, the Bad Service Corporation, we've launched a training video on the 15 Principles of Bad Services. good.services/writing/the-15-principles-of-bad-services

We’re really excited for the official London launch party tomorrow for Bad Services We’re welcoming Laura Hutchinson and Sarah Gold to join us to reflect on why bad services happen We are sold out, but, some returns are being done today, so do join the waitlist luma.com/bzermheg

The Bad Service Corporation faces into the familiar patterns of Bad Services many of us experience. These are the inverse of the Good Service Principles.

The Bad Service Corporation is a creative concept from The School of Good Services. We created it to interrogate the reality of Bad Services and the organisations that deliver them.

Bad Services is out today and we’d like to take this opportunity to announce our unwavering support for services that don't work. So much so that we've launched our new sister company - The Bad Services Corporation Welcome to your Bad Services Corporation staff induction.

It’s HEREEEEE!! Bad Services ships tomorrow but here’s a sneak peak of the long awaited sequel to Good Services. good.services/writing/bad-services-has-landed

Our new podcast on the 'Types of Service Design' is out today Is there a right way to do Service Design? Or one process you should follow? good.services/badservicespodcast/episode007

We'll be seeing your for the Bad Services Corporation induction June 25th 2026 badservicescorp.com

Designing services has many different starting points and reasons for it to take centre stage, or be initiated.  Our new podcast episode, Starting Points in Service design is all about the reasons service design might happen and what starting points look like good.services/badservicesp...

We’re on a Bad Services UK Book Tour. Actually we’re on it right now, with Glasgow tonight. We’re doing a short Bad Services UK Book Tour over June and July. The link has tour dates listed, with a few more to be updated in the next few days. good.services/badservicesb...

You’ve reached the Bad Service Corporation Customer Help line Did you know we have a website? It’s much easier to do what you’re trying to do online than it is to wait in the queue to speak to one of our customer service representatives Press 1 for New Book

Bad Services, coming soon Ships on 25th June 2026 good.services/badservicesb...

Episode 5 of Bad Services is live, and this episode is on context of use. We talk designing boxes to move multi-million £ artwork, creating new volunteer services for older generations facing fraud, and an online service supporting people with divorce good.services/badservicesp...

Delighted to be kicking off the start of talking about Bad Services, our new book in Glasgow Ahead of being shipped, this is the first stop of a wider book tour to be announced shortly Tickets are Free Glasgow Glasgow School of Art Reid Building 5.00 - 6.30pm www.eventbrite.com/e/bad-servic...

Really excited to be closing keynote @uxlondon.bsky.social With Bad Services coming out soon, we'll be talking about all things BAD, all things SERVICES but really asking, why does this happen? 2nd - 4th June Use our code JOIN_LD for a 20% discount! #UXLondon UX London 2026.uxlondon.com

Our Stakeholder Leadership course is coming up on the 25th June. Fed up of silo’s? Learn how to work with them rather than trying to tear them down. Come learn how to create effective relationships that enable good service design and delivery to happen good.services/stakeholder-...