Things of the internet

Designing services for the digital age in response to raised expectations

For a series of recent talks I’ve given, I’ve been thinking about the changing expectations that people have for services that are ‘digital’.

Services are a familiar part of our lives and our expectations for how they should work are continuously changing. Continue reading…

Service design starts with user needs

Understanding different types of user needs when designing services

When leading service design with teams, the conversation often focuses on user needs.

It’s important to start with user needs, but I’ve found it’s not always clear what we mean by ‘user needs’. Continue reading…

What is blocking your organisation from designing good services?

A retrospective from UX London 2017: Leading Service Design workshop with Kate Tarling

UX London: Leading Service Design workshop

Image – Conor Ward

At the end of May, I ran an afternoon workshop with Kate Tarling at UX London 2017.

We called the workshop Leading Service Design (view the workshop slide deck). Continue reading…

The gift of giving away your best work

It’s my last day today at DWP Digital. I feel like I’ve given them my best possible work for 3 years.

Work isn’t about winning. It’s about taking part and putting your true self into that work.

The best option is always to give away your best work when the time is right. Continue reading…

Monzo (the bank of the future). Is it truly digital?

Last week Dan Sheldon shared an article by Jason Bates, co-founder of Monzo, comparing it to my list of things of the internet.

Things of the internet...

Jason outlined a similar set of ideas to define what he describes as the qualities of ‘truly digital’ propositions. Continue reading…

Knowing when you’re at the tea party

Alice in Wonderland

Alice in Wonderland, the Walt Disney animated adaption of Alice’s Adventures in Wonderland

Lewis Carroll’s 1865 novel tells the story of a girl named Alice who falls through a rabbit hole into a fantasy world.

Alice eventually stumbles upon a tea party where she meets the Hatter (sometimes known as the Mad Hatter) and the March Hare. Continue reading…

What’s on my bookshelf this summer (2017)

Almost a year ago I shared my summer reading list for 2016.

Looking back I managed to get through most of the books. It took me until the end of the year and I picked up a few more along the way.

As we reach the school holidays I’m about to head off with my family to the beaches of Cornwall again. Continue reading…

Leading Service Design: Posters

Posters from the Leading Service Design workshop

Image – Travis R. Eby

Yesterday I published a retrospective from the UX London Leading Service Design workshop I ran with Kate Tarling.

We designed and printed posters for people to refer to in the workshop break out sessions and to take away with them after the event. Continue reading…

Sparkle

Rough diamand

A rough diamond

Working with other people.

Anyone can be a source of light and optimism in any situation.

Look for other people that shine because they reflect the light back at you.

Great teams sparkle. They reflect each other. They have rough edges. Continue reading…

Delivering the future as strategy

While we were in Purdah (the pre-election period) I started to write down a number of thoughts that were loosely joined around strategy.

The question I’m thinking about is: how do we start to work towards future services that respond to expectations that are rising immeasurably in an increasingly digital world? Continue reading…