Good admin and everything you don’t have to automate
AI-productivity and the importance of sensemaking in front-line work. Read more
Latest posts and feed
Talking about the weather
Exploring the AI mindset around codification that is shaping our future products, services, and lives. Read more
Design is care (and sensing carelessness)
Why design is care, and how the experiences we shape and deliver will be defined by how people sense that care in the future. Read more
Networked responsibility
Digital transformation has to be a people movement – networked responsibility is the role we all have as individual leaders in making this happen. Read more
Above all the noise
A short story from last week. Staying focused despite the background noise. Read more
Van Gogh, Sunflowers
How do you see and respond to the world? A story that’s relevant to the question of AI and creativity. Read more
Create image
Some initial thoughts about ChatGPT–4o image generation capabilities. Read more
Everything service patterns
Everything I know about and have bookmarked about service patterns work since 2016. Read more
Service pattern people
Reflections on an event for Services Week 2025 and how organisations are working with service patterns. Read more
Things get smaller the further you step away from them
A new post about mental health, walking, and putting things into perspective. Read more
A story of data indicators
A personal example of misinterpreting data, and how data indicators shape the stories we’re part of. Read more
Apple Intelligence ads and the lack of a use case
New technology can be inspiring and aspirational, but why future progress is only as good as our imagination. Read more
Improving productivity and the need for service design
My thoughts on UK government plans to increase productivity using AI and digital transformation. Read more
Reflections and memories from COVID-19 lockdown
Reflecting at a personal level on the 5 year anniversary of the pandemic. Read more
Permacrisis
5 years on from COVID-19 and how digital transformation became about a permacrisis. Read more
Good design is structure for the work
Revisiting hypothesis-based approaches and the importance of ideas that end with a question mark. Read more
You are here… or they are here?
How it’s wired into us that we’re the centre of the map. Read more
Anchor points
How the fixed points in our work determine how we make progress. Read more
AI content consequences
Exploring the use cases and consequences of AI content, including what this means for brands and trust. Read more