Service Design Quotes

We have to design a health delivery system by actually talking to people and asking, 'What would make this service better for you?' As soon as you start asking, you get a flood of answers.

Few service industries are designed to be 24x7 in India, and thus there was no 24x7 mentality.

Governments and civil society must step up to ensure inclusivity in the commissioning, design, delivery, and assessment of vital public services.

You should not build your customer service system on the premise that your organisation will never question the whims of your clients.

One of the hard parts about building a service that you use yourself is that it's easy to forget what it was like the very first time someone signs up. Every once in a while, I'll create a brand new account and give it a try and see how hard it is to find things that I really love, see if I'm using it or thinking about it differently.

Loopt isn't a service that keeps you locked in, staring at your screen.

It's difficult to build services that are supposed to scale to, you know, 30, 50, 100 million users right off the bat because they got to be kind of tailored down; by definition, they have to be a little bit generic to speak to that large of an audience.