In 1984, Lynn Shostack published a second paper, which mentions Service Design and explains how you can create better services. This article is available on the Harvard Business Review website.

This opinion piece is both a manifesto for Service Design and an introduction to one of the tools loved by service designers: the service design blueprint. We will speak about this particular tool in the chapter about the tools and methods service designers use.

This article is a 13-minute read. So, if you are in a hurry, I would recommend you don’t read it right now, but find a 20-minute interim sometime over the next three weeks to return to it when you have commenced are a bit further into the course.