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Introducing planet-centred design to flight booking services
I’ve recently started looking at flights and holidays again. A fantastic new feature I’ve noticed is the addition of the carbon rating for flights. Example of flight results including emission impact...
View ArticleStolen cards – when a bank is helpful and when it is not
A friend had their wallet stolen whilst we were travelling. We noticed it 5 mins after the incident. My friend was angry and annoying, but it was interesting to observe how easy and convenient it can...
View Article‘Dressing up’ to go to the doctors in the hope of being taken seriously…
Speaking to a friend about their experience with healthcare services, I was somewhat surprised to hear the following: “Doctors are bollocks unless you have the money to pay for it.Black Male, 40s. I...
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Enabling teams to see the big picture
As a lead service designer, one of my responsibilities is to help project teams see the big picture. This means understanding the broader context of the problem, the users’ needs, and the various...
View ArticleMy origin story – my start in user-centred design
My journey into the world of user-centred design began unexpectedly and serendipitously. I stumbled into the world of user-centred design without even realising it. As a fresh-faced 17-year-old, I...
View ArticleA good outcome for a pre-discovery project
Before discussing what makes a pre-discovery project successful, it’s essential to understand its purpose and goals. What is a pre-discovery project? A pre-discovery project allows organisations to...
View ArticleBlending qualitative and quantitative research to craft compelling narratives...
As a service designer, I’m often tasked with illustrating the ‘as-is’ journey to help project teams and sponsors understand problem areas and opportunities. Working independently or with a User...
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The importance of feedback for consultants
For independent contributors, contractors or consultants, gauging performance in the eyes of the project lead can be challenging without formal structures typical of permanent employees. If you’re a...
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Using the wrong words will lead to increased customer contact
In service design and user experience, every element plays a crucial role in shaping the user’s perception and interaction with the service. However, sometimes, the power of words is underestimated....
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