I thought I’d have a go at these as I enjoy the way a few other people do them. A collection of things I’ve found of interest this week. A plumber told me off this week for not servicing our boiler. Like me, people are generally erratic at servicing products – mainly, I think, because … Continue reading Week notes 10th June 2019
It matters where you start from. The business world has been enamoured with warfare for so long. The first org chart was invented by a prussian general. Strategy is a military word. We talk about capturing customers and value. Only then do we talk about love — love for a brand. Love for our customer. Love for … Continue reading Love and war
It’s a guilty secret of mine that when I get a bit stressed, I spend time at the weekend clearing out kitchen cupboards. It’s really cathartic. So the rise of Marie Kondo isn’t a big surprise to me. It’s just made it less shameful to admit to my closet, closet cleaning habit. What it’s also … Continue reading The Joy of Corporate Tidying Up
I’ve been sitting on the idea of this post for the whole of christmas, and not written any of it. So I just sat down and said, “write it in 30 mins”. Perfect being the enemy of good and all that. Anyway — here goes: Ifthe past 10 years were about getting Service Design to the top … Continue reading 2018 reflections
I’d like to propose that Design has ceased to be a useful word at operational levels in most mature service organisations. Design is now recognised as contributing to a wider set of outcomes than at any point in its history, yet it’s grown up in the process and doesn’t fit its teenage jeans any more. … Continue reading What I mean when I talk about “the design of services”
To serve is profoundly human. It comes with deep values – love, gifting, respect, duty and gratitude. Service is about a relationship of give and take, where the giving is as valued as the taking. Yet when service becomes institutionalised, it tends to lose those values. It becomes cold and transactional. My father-in-law has been … Continue reading Service is about more than transactions. Service is core to who we are as humans.
My current gig is working for a big high street bank. The brief is to redesign the ‘end to end mortgage experience’. The timescale is to reach a business case, with a roadmap of delivery waves to achieve minimum viable product, within 6 weeks. There are so many aspect of this that are fascinating. It’s … Continue reading This thing called agile might kill us all