A different hire car each week – what it taught me about the future of mobility

I travel a bit for work, and when the trains don’t work out, I’m able to get hire cars – which is a great convenience. The experience of getting a different hire car each week over the past few months has revealed to me just how important the human computer interface is becoming, and just how … Continue reading A different hire car each week – what it taught me about the future of mobility

A Horizontal Manifesto

The world is oriented around verticals. It’s accepted wisdom that verticals help us organise service delivery. Hierarchy, control, order – these things flow top to bottom right? Government departments, corporate divisions, contact channels – this is the way of things. They appear to provide us, as service providers with benefits. But it’s my opinion that … Continue reading A Horizontal Manifesto

Design before digital

Digital is the new monster in the room. Everyone wants a slice of it. It is the big revolutionary thing that risks blinding everyone to the fact that the first principles of business still apply – you need to understand your customer and know how to serve them – everything else comes second. I remember … Continue reading Design before digital

Get big, go deep – or go home

I’ve had an interesting run over the past few weeks. I’ve been spending more time out of the studio doing strategy stuff. Which means I’ve had the chance to speak to a whole range of people in and around service design. What I’ve picked up is a consensus that service design is reaching a tipping … Continue reading Get big, go deep – or go home

Embedding service design in a big organisation

The shift to embedded service design. In the recent Restarting Britain report that I helped put together, we discussed different ways that organisations could bring service design to bear. I’ve experience working in or with almost all of the models presented. But for me the embedded one is the most interesting as it’s where I believe … Continue reading Embedding service design in a big organisation

European House of Design Management

I attended a one day workshop to expplore what a Design Management toolkit might look like and how it might help public sector orgs in Europe. It was organised by the DBA in partnership with Danish Designers, on behalf of the EU. Thought I’d capture my thoughts. The exercise felt a bit constrained by the … Continue reading European House of Design Management