Bad services waste time, cost money and can even ruin lives. Why, despite advances in technology, are most services getting worse rather than better?

From the author of the bestselling book Good Services, Bad Services untangles why, despite our best efforts, organisations struggle to deliver services that work. This book will help you see the universal challenges we all face when delivering good services. You'll learn how to identify the root cause of these issues and build simple, straightforward ways to solve them, with or without buy-in. Whether you're a designer or a change-maker, this book offers clear and straightforward steps to overcome the barriers to good service delivery.

Good Services brought us the 15 principles of Good Service Design that have been universally recognised as an international standard for the service design industry. Bad Services brings you the 5 Causes of Bad Services - a vital diagnostic tool that will help you identify and solve the problems we all experience when attempting to deliver services that work. There are many books out there that will help you design a service once, but Bad Services goes beyond this to help us understand how we create the conditions for good services to thrive in the future.