Category Archives: service design

What customers want

“I have an idea.” The 4 words that strike fear into my wife How do you know if your killer new idea is really any good? Although my recent book, The Innovation Revelation, looked at finding solutions to customers’ problems at a macro level (i.e. from understanding the intersection between an organisation’s needs and customer… Read More »

The Fix

I’m hooked on a new series. Despite its name, The Fix is not about drugs or an assassin, but about service design. We’re going to be talking more and more about service design on this blog soon but, to begin with, I’d direct you over to BBC Radio 4. My favourite session, as I’m working… Read More »