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Ben Holliday is an experienced design leader, writer and speaker. This is his blog (started in 2005). If you’re new to this site, Ben has published a playbook for design linking together many of his blog posts from the past 5 years. You can book him to speak at an event, get in touch or follow him on Twitter.

All blog posts in Leading Service Design

Prompts for design leaders working with product teams

When working with product teams, the job of a design leader is to make quick and accurate assessments about the focus and quality of the work being presented back to them.

You should be able to answer the following questions.

  • Is the team designing the right thing?
Continue reading…

It depends

Every designer everywhere?

As a designer, I very rarely say ‘it depends’.

I would rather have an opinion, then be right or wrong.

‘It depends’ suggests there’s too much context surrounding what you’re thinking about. It’s better to frame something more carefully so you can decide and move on. 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…