BIS Publishers Good Services: How to Design Services That Work

O livro veio danificado na parte de trás e com mancha de humidade

Short sharp n punchy. Written by experience not academia’s view of life.

I’m not going to let the design detract from my review of the content, which is fantastic. There’s a lot of very clear information in this little book. That said, the design is insane. And by design, I mostly mean the typesetting. Everything is bold Helvetica, with no space between paragraphs, and very little to break up long passages of text that often span two full facing pages. Luckily, the text is well written, taking good advantage of plain language principles. The text is incredibly poorly formatted, but it’s easier to read than I would have guessed. Some of the text colors may be problematic for people with low vision, but I actually liked them. I thought they were a bold choice (no pun intended). I saw a mention of typos in another review, and I can’t help but wonder if it’s not obvious that this is written in British English. I’m occasionally surprised by British spellings of some less common words, but nothing jumped out as a typo. It was a little odd reading Mike Monteiro’s forward with British spellings on his words, but there’s really no reason they shouldn’t be formatted like the rest of the book. If you’re really put off by the reviews of the design, get the ebook. It’s a bargain of a book, with a lot more packed in than you might get from a Rosenfeld book for more than twice the price. Even with the design, I’m glad to have gotten it in print, so I can have it as a reference I can flip through.

Todo mundo lo debería leer para entender qué es un buen servicio y cómo diseñarlos con los usuarios de ambos extremos en mente (consumidores y trabajadores), algo que el 99.9% de mundo no hace aún, y por eso existen servicios tan malos en el mundo, especialmente en gobierno y banca. Lo único malo que tiene el libro (irónicamente) es que su diseño físico es muy, muy malo. Es duro, tienes que 'maltratarlo' un poco para poder ver todo el texto, y los párrafos no están justificados/alineados bien, lo cual lo vuelve algo desgastante para los ojos. Sin embargo, le pongo 5 estrellas basándome en el contenido, que es lo importante y la razón por la cual absolutamente todos deberían leer este libro, no importa a qué industria pertenezcan.

A must read.