Lessons from service design with author Lou Downe

Are you speaking a totally different language to your customers? Lou Downe, author of the best selling book Good Services and former Design Director of the UK Government, joins Neil to talk about what we get wrong about service design and how improving it can help your users, your team and even the world we live in.
Google Firestarters is a series of insightful conversations with the interested and interesting of the advertising, marketing and innovation communities, focusing on the areas of challenge and opportunity in the industry.
Firestarters is commissioned by Think with Google. Our mission is to educate and inspire the next generation of marketers, advertisers, and creatives. Here, we’ll be sharing the latest data we’re exploring from our Google Ads Research & Insights team, trends we are tracking in the marketing industry, and insights we’ve uncovered, with perspectives from across the advertising industry. We hope you’ll subscribe and follow along!
Did you know that Think with Google Firestarters is now available as a podcast? Listen in to your favourite episodes here: goo.gle/firestarterspod
00:00: Introduction
00:58: Question 1 - What is your provocation for our audience?
04:50: Question 2 - Is it getting harder to design good services?