Comparing service design and business analysis

As service design has become a more prominent role and way of working for organisations I’ve seen some confusion between ‘service design’ and ‘business analyst’ (BA) roles.

What is strategy and the importance of strategic thinking

Strategy is a word I come across a lot at work.

I often hear people say “what’s the [digital/programme/project] strategy?” or “we need a better strategy for this [place/ service/ organisation/ business/…

The importance of frameworks and first principles in service design

The importance of frameworks is that you focus on a smaller set of things because you can’t focus on everything.

Everything is hypothesis driven design

I think that everything can be seen as hypothesis driven design. The real question is…

Service design starts with user needs

Understanding different types of user needs when designing services

When leading service design with teams, the conversation often focuses on user needs.

Asking the right questions to frame the problem

Framing the problem is vital for designers. We need to be relentlessly talking about the core benefits that a product or service delivers, and why.