Category Archives: terminology

What is service design?

When writing The Innovation Revelation, I discovered that service design is a mystery to many people. So I thought it would be beneficial to ask a bunch of experts to provide an explanation. Here is a compilation of clips taken from 14 experts: Their full videos (and more) will be released on our ‘service design’… Read More »

I spy a dysfunction in the house

Charlie is at his wits end. He and his team suffer from their organisation’s bad practices on a daily basis and he has had enough. He writes his resignation letter, listing a dozen problems. Some of you will recognise this as the start to my new book, a story about a fictional organisation called Nuttinghams.… Read More »

Unconditional Positive Regard

In the 1950s, Carl Rogers made a defining change in the way therapists viewed their patients: rather than the expert therapist needing to fix the patient (as in psychoanalysis), Rogers proposed that the client was the expert in their own life and therefore the client was best-placed and capable to find a solution to their… Read More »

Dual-track agile

I often get asked how researchers and designers are meant to synchronise with the development team. Split-team agile (aka mini-waterfall) “Is it okay to have research and design running one sprint ahead of the build team?”   Their suggestion is that we split the team in two: sub-team A (usually researchers and/or designers) and sub-team… Read More »

Calming the noise

With our addictive apps, sticky widgets, and blindly engaging interactions, we’ve created an era of distraction and fear. How familiar is the following scenario? You’re focusing on writing an email when your watch vibrates to alert you to a new email. Buzz. You give it a quick glance, decide to deal with it later and… Read More »

Kanban boards

What is this? “It’s a Kanban board” is the most common answer. It’s not. It might be an “Agile Board” or a “Scrum Board”, but it’s not a Kanban board. Here’s why. Although 看板 (Kanban) has multiple meanings in Japanese, what we (and the people who claim boards like the one above are Kanban boards) mean… Read More »