Hallelujah. It finally happened! The West Coast train line put plugs onto the backs of all seats! Today I’m headed back from Glasgow to London. A trip I make regularly and used to do even more often than I do now. …

This is a repost from The School of Good Services Service Frontiers. How we deliver services in the future, and what we as humans do in service delivery roles, is on the precipice of changing beyond recognition. And faster than we think. When it comes to service delivery, the medium…

By far the most common question I’ve been asked throughout my career is ‘what makes a good service designer?’ Whilst there’s no perfect ‘mould’ a service designer should fit, there are some consistent skills that I and most organisations Ive worked with look for when recruiting service designers. No one…

I’ve always said service design was a visual discipline. When the industry exploded, with the ‘design’ part in it, it was a whole visual and visceral adage to traditional disciplines like service management, business development, business management approaches (oh, and that teeny part about actually focusing on service value, needs…

A feature-length documentary uncovering the story of Section 28, a legislation that banned the promotion of homosexuality in the UK Remember when I said I was still doing some design things, and doing some other work? That work has landed! Today, my most personal project to date, Don’t Say Gay has landed on Kickstarter Section 28 meant that; The progress being made for LGBTQ+ rights and inclusive education in the…

This is a cross post from School of Good Services, written by Lou Downe When designing a service, there are many questions we need to answer — who are our users? What do they need from us? What could we do to help them achieve their goal? But there is…

Life updates It’s been 9 months since I left my full time job as CEO of Snook. A few weeks after leaving Snook, I went to a conference and I was asked by the organisers what I wanted on my name badge. Truth be told, I didn’t know. And to…

I’m joining the School of Good Services! I’ve written in more detail about what I’m up to this year but one of them is joining Lou Downe in running the School of Good Services which has just launched today! Over the past two years, Lou has trained over 5,000 people…

A global pandemic was thrust into our news headlines in late 2019. In 2021, we’re at the end of another difficult year where the world continues to respond to extraordinary circumstances I was asked to contribute to the Eclectic Service Design Advent Calendar and whilst I could write about tools or approaches I wanted to fly a flag for the invisible design that goes on often unrecognised or below the surface of explicit user experience design.