I simplistically take the view that Service Design is the concepts and methods of Design Thinking applied to making services work better for their customers. It’s a definition that works in the circles I most commonly move in, i.e. directors, programme directors, etc. It allows me to set the stage in which service design and design thinking both play. However on the same stage, we commonly find KPIs, OKRs, Business Architecture, etc. And the stage starts to look crowded very quickly. We also start to see people pulling in different directions, like someone has let a mouse loose in the chorus of an Italian opera. Operas and plays have directors, often many directors each responsible for their own domain, but with one artistic director responsible for the overall vision. Envisioning Now imagine what would the stage look like if the […]
Can we apply the KonMari to Organisational Design? The KonMari method describes how to tidy your house and how to keep it tidy. It is a set of rules that you can absorb in order to keep a less cluttered house. Having read through the concepts and the rules, I noticed some similarities to the domain of Organisational Design. So let’s work through some of the main rules. 1. Tidy all at once The premise of this is the concept that tidying an untidy house a bit at a time doesn’t work. Now before I hear you say Continuous Improvement, we have to remember that at first with KonMari, the house is already untidy. And so it is with our organisation. We’re performing Organisational Design because the organisation is an unfit state; it’s untidy. So let’s allocate enough time, effort […]
I’ve got some time in between clients where I’d like to contribute back or pay-it-forward. I’d like to donate my time for free and raise a bit for charity while I’m doing it. What’s the offer? You get a Business Architect for free* *What does free mean? You don’t pay for my time. Instead, you pay expenses (we can agree up front and they could end up being zero) + you make a donation to a registered charity (I’ll leave the amount up to you). You’ll get me for up to a day, plus time beforehand over email/messenger to discuss how to use that time. Alternatively, if you just want a chat in person/over Skype, I’m happy to get involved. This is open until Fri 25th August 2017 to one more company or organisation initially. I have one already booked in, […]
Every few years another fad comes around. Look back long enough and you’ll see lean, systems thinking, TQM, CRM, structured systems and many, many more methodologies and/or approaches. The problem is in the delivery of the projects when the terms become more widespread. Background What we’re seeing is the climb of two methodologies: Service Design and Design Thinking. You can probably add in Human-Centered Design and Inclusive Design into that mix. Many organisations are adopting these methodologies to solve their existing problems, switching from a lack of methodology or from more formal, structure methods to ones centred around design. I’m increasingly seeing Design Thinking heralded as the way forwards, but there are some issues with that approach. To be clear, I’m a supporter of Design Thinking and many related methodologies. I’m not necessarily a supporter of how those methodologies are implemented in many […]
Whatever system, process, technology we’re implementing, shouldn’t we be designing for everyone? Or at least everyone in the target customer segment? Background In the last couple of weeks, I’ve read a number of articles that have consolidated and made me reflect on my thinking about designing for disabilities and what counts as normal. Having spent a number of years working in the health and social care sector, I’m well-versed in the practicalities of working with people with disabilities. But I still hate the phrase “people with disabilities” and every other similar phrase I’ve ever seen. I don’t like the word inclusion, not that I don’t like the concept itself, but that I don’t like that the concept has to exist. Hence the title of this article as “Designing for Everyone”. What’s an average person? I read The Atlantic’s article on how we’ve ended […]
This is just a brief introduction to a classic method for performing stakeholder analysis. It’s a simple concept and I’m including it since it’s another good example of a 4-box model. To misquote Helmuth von Moltke the Elder: No project survives contact with the customer Background Every change activity has to deal with people. Whatever you’re planning, you’ll affect some people more than others and some of those people you affect will have a greater opportunity to influence your progress.
Yesterday, I presented at #Leanconf 2013 in Manchester. It was the first Lean Conference covering Lean Startup in Europe. There was a great energy to the 2-day event with a variety of planned and unplanned talks plus lots of opportunity to network without the usual tradeshow conference feeling of being stalked by sales managers. I don’t think I’ve seen a community spirit like that in a long time; every attendees helped someone else no matter how far along their own ideas were. In the spirit of the energy that I encountered at the conference, I’ve placed the slides on slideshare. If you download the presentation, you can read the notes which will help you make more sense of the slides. Hopefully the video will be online as well soon. When it is available, I’ll update and post a link to […]
Some of you may already know, I’m in the process of writing a book on improving your own service. I’m aiming the book at the people who work the process themselves, e.g.: nurses social workers claims adjusters HR/OD staff office managers office administrators hotel staff and their managers and change agents/analysts As you can see, it’s not restricted to any industry, but will be most relevant to those working in service industries (whether from private, public and 3rd sector), so that should include: public sector health finance retail leisure legal More accurately, the information in the book could be useful for any industry, however there already exist books for improving manufacturing production processes, so I have not covered them. What’s the book about? The focus is on improving a service without recourse to large consultancy fees and should work well […]
This starts with a review of your team, what it’s trying to achieve and how it’s trying to achieve that. Following that, we can advise on and develop suitable methodologies that will work for you and what you’re trying to achieve. The main focus with previous clients has been on integrating change methods and software development methods. Often the project management method is already present within the client, even if it’s just what their practitioners bring with them. Sometimes, it’s a different combination or developing a new change control process that fits in with what the stakeholders expect of it. Want to know more, then contact us.