Category: Uncategorized

Good Services out now!

Just over a year ago I wrote a blog post about what we mean by a ‘good service’ and how strange it is that we don’t have a better understanding of this. The book is now finished (all 190 pages of it!) is available for preorder now You can sign up for the newsletter to […]

Hackney Council destroyed my garden, here’s why

Yesturday morning a team of council maintenance workers moved into my community garden and destroyed it. I’m still in shock. Since drafting this post Hackney Council have just called to apologise, and have promised to help find another site, but this story says more about the failures of government to manage common land, than it […]

I’m writing a book about good services

I’ve decided to write a book about good services. I’m not doing this because I have a burning ambition to write a book – but because I feel like this is a book that needs to exist. I wrote more about why here, but in a nutshell – after 15+ years of service design as […]

15 principles of good service design

UPDATE: Good Services the book is out in November 2019. Find out more here What is a good service and why are we so afraid to talk about it? I’ve been asking myself this question a lot recently. In a bid to find out, I tweeted this a few weeks ago and – bar a […]

Why it’s never a good time for service design

Picture the scene: you’ve just joined a new team, they’re doing good work but they’re plugging away at the wrong problem. You bide your time, thinking of ways to bring them round. Maybe weeks go by as you work on each stakeholder one by one, until one day someone calls it – “look” they say […]

How to talk about gender at events

I love what I do, and I love talking about it. I’m lucky enough to be able to speak about it publically on a reasonably regular basis, but there’s one thing that makes me feel deeply uncomfortable at conferences – and that’s how they talk about gender. Most studies of tech conferences seem to estimate […]