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.

Service Design

Ready for everything, or ready for anything?

Mezzanine levels for service design

As-is for service design

An introduction to service modelling

Introducing and exploring a way for organisations to create, test, and scale the design of whole services.

Map making

How to use service patterns in your organisation

How to work with service patterns to deliver consistency and quality of design at scale.

New models for service ownership and leadership

New questions about how we design, develop, maintain and improve whole services.

Comparing service design and business design

How service design can bring a new set of approaches and focus to organisations.

The importance of frameworks and first principles in service design

The importance of frameworks is that you focus on a smaller set of things because you can’t focus on everything…

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.

Shared working definitions

The purpose of defining something is to create a shared understanding of words, ideas, and processes with a wider group of people.

There is no ‘digital service design’

A lot of digital agencies and technology companies talk about ‘digital service design’. What I think they mean by this is that they’re designing experiences and digital interactions that happen on a screen.

It’s not a redesign

I don’t like talking about ‘redesign’. The challenge is to design services all the time. Not to redesign them.

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.

The power of being informed and the problem of being uninformed

The biggest factor in a point of crisis is the quality of information available or how informed an individual is.

Working forwards and working backwards

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

Comparing service design and business analysis

Looking at how service design and business analyst roles have some similar skill sets, but why they require a different type of focus and mindsets.

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.

Quality conversations over process

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

It depends. Every designer everywhere?

As a designer, I very rarely say ‘it depends’. Here's why...