Working agile Unilever defines agile working as ‘an approach to getting work done with maximum flexibility and minimum constraints. It goes beyond just flexible working or telecommuting and focuses on eliminating the barriers to getting work done efficiently.’. …

Dear team, Today, 14.12.18 marks my last day in Lloyds Banking Group. What a year it’s been! What a training effort! This year I reached 1308 people! 628 people service-design-trained. 680 reached through individual/tailored sessions plus webinars and videos. I could go into all sorts of data about satisfaction, recommendation…

I joined Lloyds Banking Group — UK’s largest retail and consumer bank — in November 2017 as Service Design Lead for the Service Design and System Thinking team. The business has roughly 85.000 colleagues. With an ongoing transformation process — where the bank tries to keep up with the ever-changing…

Written 12.03.2012 The development of Service Design is a reflection of rapid changes of today’s demands and the vast social challenges. It is an area of which design should not hide from. Personalised offers, individual design, socially specific demand and time-dynamic use are crucial factors. …

LEGO Serious Play Lego Serious Play, a three-dimensional thinking and communication process, helps teams gel. You take a group of individual “people silos” and weave them into a cohesive team. A detailed write-up of the system and its benefits: An engine. A language. A technique without content — Introduction to LEGO Serious Play PROTOSHOP — a prototyping workshop …

Lego — the world’s best toy — has brought joy, playfulness, and imagination into people’s homes since 1949. It’s a system for creative play…

On 30.06.17 I ran an introductory workshop — ‘To get the right answer, ask the right question’ — on problem framing to create better outcomes for 64 members of the online product team.

The Digital Customer Experience team has released the Tesco agile framework to set out best practice for agile delivery in Tesco. It encourages teams to put evidence at the centre of solving problems and has four phases live — supporting and optimizing an existing product or service discovery — understanding…

— or ‘A pitch presentation with workshop elements’ On 26 April 2017, I ran the first Service Design Doing workshop in Tesco, with our insight director Keryn McKenzie and her team of 43 people. This was the first session of what I would like to establish as a standard way…