Two of AssistKD’s most respected experts Dr Debra Paul and Jonathan Hunsley, have collaborated on the launch of Service Design: A Practical Guide to Creating Customer Centric Services, a new book published by BCS, The Chartered Institute for IT.

Drawing on decades of experience helping organisations improve business performance, Paul and Hunsley have created a practical guide that helps professionals design services around customer needs, while also delivering against strategic outcomes for the organisation.  

The book arrives at a time when organisations face growing pressure to deliver seamless customer experiences. Combining proven frameworks, practical techniques and a detailed case study, Service Design bridges the gap between theory and real-world application, making it an essential resource for service designers, business analysts, business architects, change professionals and business leaders.  

As leading figures within AssistKD, both authors have played a significant role in advancing standards across business analysis, service design and organisational change. Their latest publication extends that expertise into the rapidly evolving field of service design.

Published by BCS and released today, Service Design reinforces AssistKD’s reputation for helping organisations deliver better outcomes through customer-focused thinking, practical methods and professional development.  

"Delivering great service is no longer optional—it's essential." That is the challenge Dr Debra Paul and Jonathan Hunsley set out to address in this timely new guide.