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

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