Bad services: how to fix services that don’t work

Every year we spend an estimated 15 billion hours in the UK ‘administering our personal lives’.
That’s roughly an hour per day, or just over a month per year resetting our passwords, finding customer numbers and requesting refunds. Why, despite advances in technology, does it feel like the services we use are getting worse?

The answer is simple, but the solution isn’t.

In this talk, bestselling author, educator and service activist Lou Downe demystifies the reasons why, despite our best efforts, most organisations struggle with the same five problems that stop them from providing services that work, and what we can do about it.