Mick Ward is sick of people trying to sell him electric woks. As chief officer leading transformation and innovation for social care in Leeds, he sees a never-ending procession of providers claiming to solve enduring human problems with expensive, complicated, isolated, digital solutions. Mick believes we'd do better to start with people and their communities, … Continue reading Electric woks or eating together? Time for human-centred designers to care about the community
Doteveryone CEO Rachel Coldicutt’s Medium post, ‘What if tech conferences don’t matter that much?’ landed just as we were wrapping up Leeds GovJam 2017. Here's me posing awkwardly with the awesome volunteer team who made this year's event happen... Every one of these people could, and should, stand on a platform and drop pearls of wisdom to an … Continue reading Now that’s what I call doing not talking
“In Elizabethan amphitheatres, like the 1599 Globe Theatre, performances took place in ‘shared light’. Under such conditions, actors and audiences would be able to see each other... This attention to a key original playing condition of Shakespeare's theatre enables the actors to play 'with' rather than 'to' or 'at' audiences. Actors therefore develop their ability … Continue reading In shared light: why making thing visible makes things better
Yeah, we're user-centred! Who are the people most present when our service is delivered? Where are they, physically and emotionally, at that moment? What could each of them put into our service, and what could they get out of it? What are we doing to better answer questions 1 to 3 this week? How are those people taking … Continue reading So we think we’re a user-centred, agile team…
Without exception, everyone I meet in the public sector wants to help make their service better. Most of them are in some way frustrated. The domain is massive and the activities disjointed. People engaged in any given service - from users and frontline workers down to managers and policymakers - can go for months on end … Continue reading Most of government is mostly service design most of the time. Discuss.
There's never been a more exciting time to be designing services in the public sector. But it can still be a lonely existence - in any organisation, a small number of advocates may find themselves trying to shift a large mass with plenty of inertia. The Service Design in Government conference that I attended last week has an … Continue reading 90% archaeology: my notes and reflections on Service Design in Government 2015
I first wrote this as a comment on Joel Bailey's excellent blog post titled 'This thing called agile might kill us all' but thought it worth re-hashing and expanding here. For context, Joel writes about "working for a big high street bank. The brief is to redesign the ‘end to end mortgage experience’. The timescale is to reach … Continue reading The Last Target Operating Model You’ll Ever Need™