The year is 2000. I am a product manager. I’ve worked with designers and a usability specialist to specify a new feature for a consumer news service for a major telecoms operator. But what comes back from engineering is unrecognisable. It doesn't work as we specified. Worse than that, the engineers have added all sorts … Continue reading Delivering digital service: this much I have learned
In 2015, Tom Loosemore asked if anyone had written a blog post about how “most of government is mostly service design most of the time”. I couldn’t find one, so I wrote it myself. Thanks in large part to a link from the awesome UK government design principles, that post has been viewed more than … Continue reading Mostly service design: the health and care edition
A couple of conversations recently made me realise I should write this down. Jane tweeted: "Public Sector Digital peeps, what is now the best definition of a ‘Service’ for people not used to working in our world? The end-to-end journey which enables a user to ‘do a thing’ - am sure many have put it … Continue reading What I mean when I talk about service
“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
Some of the organisations I work with are just starting out on this digital transformation thing. More and more of them, however, have been at it for quite some time. After 2, 3, even 4 years, a delivery process of discovery, alpha and beta is well embedded, in parts of the organisation at least. Now I'm seeing more … Continue reading The quick and the dead, or 6 things that change when your service goes live
Over the past month I've been fortunate to work with some very capable senior leaders in organisations facing the amorphous challenge of "digital transformation". At first I struggled to nail this jelly to the wall. I had to account for why, if the change is driven by computers and the internet, the solutions so often … Continue reading Gotta catch ‘em all, or, a story about digital transformation in four movements
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.