From Business Design

The divisive culture making organisations less relevant

There is a glut of advice out there for young people trying to progress with their careers. So much that it is almost suffocating. However, it is also so similar in tone that you could summarise most of it in one sentence; change how you communicate, put yourself first and be more resilient. I get…

The Meritocracy Manifesto

I have been thinking about creating fairer and smarter workplaces for quite some time. The result is a little manifesto with big ideas for influential people. If you read it, it means you are in a position to change the way work works, for one team, for many teams or for many organisations. The way…

The solution fixation of poor service design

Service design really isn’t new. I often hear it being called ‘the shiny new thing’ which, to my ears, sounds like a technophobe talking about fandangled doodads when they are referring to standard technology. Service design is old. If anything, a lot of the processes we use are based on slightly outdated ideals that are…

Speaking at Customer 360

I spoke at The Customer 360 Symposium at the end of March on the topic “Designing change – Preparing your organisation for post-channel CX’. My presentation focused on how tough it is to design an organisation around the way customers engage with it; when customers expect all channels to work together to offer them breathtaking…