I have been given a great article by the chap running Business Immersions – Gary Haywood. Titled “Service Design” by Bill Hollis, it is part of the Design Council UK’s suite of design offerings.

The article is the first I have seen that seriously starts to look at the marriage of the black art of design and the service industry. Not in terms of what the coating might look like, but more actively at being involved in the design of the business offering. Very exciting stuff indeed…

thanks Gary