From product to a service mindset
Exploring the need for a service mindset in product-focused organisations. Read more
Service Design
A collaboration of the physical forms of the world with the imagination of humans
Notes and service design inspiration around map-making and exploring – taken from the book Mountains of the Mind by Robert Macfarlane. Read more
Simplifying the proceedings of family court interactions
A service mindset example, from the BBC Radical podcast with Amol Rajan – Law and Order: How to Fix Britain’s Courts – an interview with Lady Brenda Hale. Read more
43 minutes per staff member per day
Looking at the latest NHS framing of time savings from investment in AI, and the continued need to better reimagine how we work with technology. Read more
New ways of organising
Revisiting service-oriented approaches and thinking about the organising principles needed to support system-level change. Read more
Good admin and everything you don’t have to automate
AI-productivity and the importance of sensemaking in front-line work. 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
Improving productivity and the need for service design
My thoughts on UK government plans to increase productivity using AI and digital transformation. Read more
Ever thought about starting a service lab?
Thoughts about why the NHS doesn’t seem to be able to start small and fix things. And how a service lab approach might help. Read more
Analogue because of digital
The problem with the language of ‘analogue to digital’ when we have a health system that’s already full of technology. Read more
Lost between primary and secondary care
A personal NHS story about broken systems. Read more
My principles for simplicity
What simplicity means to me… why it’s important, and why it’s hard to achieve. Read more
Connectedness as good design
A story about The Glasgow School of Art. Exploring the idea of connectedness – the intentional, creative focus on detail and patterns. Read more
Ready for everything, or ready for anything?
Why it’s not smart to design for everything. Read more
Mezzanine levels for service design
The need to keep moving between the design of future states, and what is actually possible, in order to make progress. Read more
As-is for service design
Why the goal in service design should be to carefully frame better ways and starting points to design what could happen next. Read more
An introduction to service modelling
Introducing and exploring a way for organisations to create, test, and scale the design of whole services. Read more
Systems, design thinking
A new reframing and definition of systems thinking. Read more