Hello, I’m Ben Holliday. This is my blog where I’ve been writing for 15 years. You will find posts here about design, services, product and leadership. You can also follow my regular updates on Twitter.


It’s okay to be a design leader

Stepping outside the design community

Seniority in Design: personal responsibility

Simple models

The horizon and the next steps

In a design process there are two immediate things that matter – the horizon (immediate goal), and the next steps (immediate steps towards that goal).

Seniority in design: proximity and closeness

Learning to prototype is more important than learning to code

Why prototyping doesn’t mean that you have to write code or build software…

A design state of mind

What it means to move to a design mindset…

Ambiguity and design

Ambiguity is a key part of design. It points us to the uncomfortable gap between 'what is' and 'what could be' which is where I believe design adds most value.

Prompts for design leaders working with product teams

Sharing prompts and questions I use when working with product teams.

What makes a design education?

There’s a lot of design education out there. I get asked sometimes what people should ‘study’?

All design is strategic

All design is strategic unless you just see it as implementation.

Service mapping and different types of maps

There’s a question of why designers make so many maps. We love maps. But there can be confusion or misunderstandings about why we’re making them or how they can be useful to service teams.

Bias in design

Thoughts about bias in design.

The consultants fallacy

Working forwards and working backwards

What we can learn from the military about “mapping backwards” and how this applies to service design

Working with design detail

Why artefacts are most useful when they become the design, rather than a plan for doing the design or building a product.

Raise your expectations

The strange becoming familiar

How we quickly adapt to unfamiliar service models…

Quality conversations over process

Why the quality of your conversations is as important as your process.