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.

This thing called agile might kill us all

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