It’s not a redesign
I don’t like talking about ‘redesign’. The challenge is to design services all the time. Not to redesign them. Read more
Service Design
Service mapping and different types of maps
Understanding maps, why we’re making them, and how they’re useful to service teams. Read more
Working forwards and working backwards
What we can learn from the military about mapping backwards, and how this applies to service design. Read more
Comparing service design and business analysis
How service design and business analyst roles have similar skill sets, but why they require different types of focus and mindsets. Read more
Working with design detail
Why artefacts are most useful when they become the design, rather than a plan for doing the design or building a product. Read more
Quality conversations over process
Why the quality of your conversations is as important as your process. Read more
Sticks in the ground for public services
The civic architecture that reminds us about the bold vision needed for public services and spaces Read more
Attention-driven design versus connection-driven design
Why connection-driven design is important. Read more
Patterns should be obvious
Explaining what I describe as the curtains principle. Read more
Vertical lines and loose boundaries
The size and the shape of the problem is best served by vertical lines and loose boundaries. Read more
Designing better organisations
Why internal user experience matters to delivering better services. Read more
Things of the internet
Designing services for the digital age in response to raised expectations. Read more
Service design starts with user needs
An approach to understanding user needs. From Leading Service Design at UX London 2017. Read more
What is blocking your organisation from designing good services?
A retrospective from UX London 2017: Leading Service Design workshop with Kate Tarling. Read more
Digital Leaders Week 2017: Citizen Experience forum
A write up of the round table forum I was part of this afternoon for Digital Leaders week 2017. Read more
When is User Experience (UX) and Service Design the same thing?
I get asked this question a lot. My thoughts… Read more