Digital Transformation

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…

What does ‘transformation’ really mean?

There’s a lot of talk about transformation in large organisations like government. People who use services don’t care if something has been ‘transformed’ or not. They just want to do something. So when we talk about ‘transformation’, we’re already speaking…

Building internal systems vs providing services