From Business Design

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 If anything, a lot of the processes we use are based on slightly outdated ideals that are…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…