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Lou Downe is the author of Good Services, the bestselling book on how to design services that work and the founding director of the School of Good Services Lou is the former Director of Design for the UK Government where they founded the discipline of service design, growing a 2000 strong team of designers into one of the largest, and most influential design teams in the UK - winning a Designs of the Year award and a D&AD lifetime achievement award Before this Lou’s career spanned big cultural organisations, telcos, banks and most of the regulated industries you can think of where they developed an expertise for developing services under challenging conditions Lou is a hugely experienced and engaging coach and speaker and delivers the majority of courses and coaching here at the school Links: www.louisedowne.com https://good.services/

Hanna Kops is Head of Experience at Transport for London, leading a team of designers responsible for experience strategy, innovation and design across all digital channels. In 2002, Hanna co-founded design studio AiiRBAG in New York City. For the following six years, Hanna and her partners created work ranging from print to digital, primarily working for cultural and public sector organisations. In 2008 Hanna came to London and has since led a number of interdisciplinary design teams and overseen many high-profile strategic service design projects, first as Head of Experience Design at Seren EY and then as Design Director at Nile. During this time her clients included O2, Orange, Virgin Media, Vodafone, NHS Choices and the Department of Health. Hanna holds an MA in Cultural Studies from the University of Bremen. Her studies focused on anthropology, technology, art history and design.

Dr Luke Roberts has spent over 20 years in the conflict resolution field working with schools, prisons, charities, and communities to address conflict situations. During this time, he became increasingly concerned that many projects were not able to be sustained. His PhD focused on Complex Adaptive Systems and how they can sustain change in organisations. Since completing his PhD in 2020, he has been working with NHS Leadership Academy North East and Yorkshire on Thinking in Systems. As well as delivering System Change for leaders at Her Majesty’s Prison and Probation as part of a post-COVID response. His interests are in systemic solutions such as belonging and inclusion, playful cultures and community peace. He has been a visiting lecturer at the RCA for 2 years.