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/…

Where do service designers fit within an organisation?

Many services (as end users would know them) transcend teams, directorates, organisations or departments. It’s not obvious where service designers should sit, since we want them to be working on services which by nature don’t always…

Working forwards and working backwards

What we can learn from the military about “mapping backwards” and how this applies to service design

Prompts for design leaders working with product teams

When working with product teams, the job of a design leader is to make quick and accurate assessments about the focus and quality of the work being presented back to them.