Week notes – 22nd June 2019

Everything a design team puts out, whether for an internal or external audience, should be written in the clearest, plainest language possible. It’s such a good discipline. All jargon, acronyms and service nouns should be avoided. Use the language you normally use Lots of people are being put in the field with tools and techniques … Continue reading Week notes – 22nd June 2019

The Joy of Corporate Tidying Up

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

What I mean when I talk about “the design of services”

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”

Service is about more than transactions. Service is core to who we are as humans.

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.