Among my favourite times working at Orange - and there were many - was the chance to lead the UK organisation's design and usability team, doing user-centred design across the mobile and broadband business units. At the start of the assignment I talked with heads of all the teams whose services we worked on, to understand what was going well … Continue reading Put down all behaviour hurtful to informality!
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.
I love that the working title of Martha Lane Fox's proposed new public institution is Dot Everyone. Yes, the "everyone" bit is like motherhood and apple pie. It's important, but it's not a strategy. But dots (and we all know that @ signs are so last decade, don't we?), dots are cool. Dots are so cool … Continue reading I ♥︎ Dots: Why I signed Martha Lane Fox’s petition
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™
2015 promises change in the way that Leeds, Yorkshire and England’s north are governed. Not before time, decision-making and funding are to be brought closer to us, to the cities and localities where we live, learn, play and work. This new settlement will arrive at a time when cities and governments everywhere are challenged to design … Continue reading Three things a city in charge of its destiny ought to know about software
On Friday, a group of us spent a couple of hours chewing over the question of wellbeing; specifically wellbeing in a smart city; more specifically still wellbeing in a smart city that happens to be coterminous with the Metropolitan Borough of Leeds. We were talking about this stuff thanks to Tim Straughan and the "Smart Cities – … Continue reading On wellbeing in a smart city: when I hear the word dashboard…
"Boy in the bubble" David Vetter passed his life in a sterile enclosure breathing purified air and touched only with plastic gloves. While his parents and doctors attempted to make his life as normal as possible, they lived in fear of the tiniest exposure to common impurities and infections. He died aged 12 in 1984, after a bone marrow transplant given in … Continue reading Real work only begins when we break out of our bubble