Ben Holliday is an experienced designer, 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 8 years of work in the pubic sector. You can get in touch or follow him on Twitter.

Most read and shared posts

Everything is hypothesis-driven design

Everything can be seen as hypothesis-driven design. How to write down and test assumptions.

Asking the right questions to frame the problem

This is something that many teams struggle with. These 5 questions will get you started.

Service design starts with user needs

An approach to understanding user needs. From Leading Service Design at UX London 2017.

Seniority in design. Are you a senior designer?

The first in a series of posts about seniority in design. What makes a senior designer?

Comparing service design and business design

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

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.

New and changing patterns for digital working

Thinking about how we can move from remote to more digital and asynchronous ways of working.

An introduction to service modelling

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

Latest posts and feed


Human-centred design, organisations, power and control

Different ways of leading design: face to face, or side by side

Seniority in Design: feedback loops

Seniority in Design: leading sideways

A house without windows

Make it happen

Types of design focus

Blog post round up – Summer 2019

It’s okay to be a design leader

Stepping outside the design community

Comparing service design and business design

Seniority in Design: personal responsibility

Simple models

The importance of frameworks and first principles in service design

Seniority in design: empathy both ways

Hypotheses in user research and discovery

The horizon and the next steps

Seniority in design: proximity and closeness

Learning to prototype is more important than learning to code