In shared light: why making thing visible makes things better

“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

Up the school! Or, a passive-aggressive letter to the headteacher on the occasion of the unveiling of a new logo

Dear headteacher, Welcome to your new role! As a parent of two children at the school with another still in primary school, I’m delighted to see your commitment to making ours an outstanding school in line with your new motto and values. The problem is the new logo. In the course of my annual visits … Continue reading Up the school! Or, a passive-aggressive letter to the headteacher on the occasion of the unveiling of a new logo

Most of government is mostly service design most of the time. Discuss.

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.

90% archaeology: my notes and reflections on Service Design in Government 2015

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

The Last Target Operating Model You’ll Ever Need™

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™

Seeing over the next hill – a service design pattern

Over the years I've worked with digital services in different spaces, from sports performance to house buying to students on campus and training in the workplace. And there's this one picture that resurfaces in service after service. I need to get it out of my head and into the world, where I hope others will help me develop … Continue reading Seeing over the next hill – a service design pattern

The Lost Robot Manoeuvre

The lovely thing about designing for service is the intangibility. You can prototype it in conversations. You can act it out. No tin required - the virtual is so much more pliable. Then again, the maddening thing about designing for service is the intangibility. People have trouble getting their heads round it. How will service … Continue reading The Lost Robot Manoeuvre