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… Read More »What is service design?
“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… Read More »What customers want
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… Read More »I spy a dysfunction in the house
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… Read More »Unconditional Positive Regard
I’m a big believer in simple tools (afterall, they are there to help us get the work done rather than be the focus of our work). I’m also a sucker for a bit of stationery. So when I got sent a free sample of Myndflo — apparently “A sustainable alternative… Read More »Myndflo – the static stickies
When I started writing The Innovation Revelation in the summer of 2017, I had a very specific goal: I wanted to take what I’d learned from working with dozens of top organisations, and share the best practices for creating valuable products and services. But it couldn’t be another text book;… Read More »New book: ‘The Innovation Revelation’
At this month’s meetup we tried something new: allowing people to learn by putting them in a simulation of a Scrum event. That is, we created a daily stand-up and retrospective using ‘actors’, then asked participants to jump in if they thought they could do a better job at facilitating.… Read More »Scenario-based learning
Abraham Lincoln’s “you can’t please all the people all of the time” is certainly true, but sometimes we make the situation worse unnecessarily. Here’s my list of 10 ways to demotivate people in a working environment that are all avoidable: 1. Refer to people as “Resources” Printers, paper, pens, computers… Read More »How to demotivate people
John Kotter is a professor of leadership at Harvard, as well as a best-selling author. One of his most famous books, Leading Change, outlines eight errors that cause corporate “change efforts” to fail. How many do you recognise? #1: Complacency In short, the organisation doesn’t create a great enough sense… Read More »Why organisations fail
“Scrum Mastery is about servant leadership.” “The best leaders are servant leaders.” We hear statements like this a lot in our agile world. But what does it actually mean? It all started in 1970 with Robert K. Greenleaf’s essay “The Servant as Leader”. What does Servant Leadership mean? Greenleaf says… Read More »What is a Servant Leader?