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 consultant like me, understanding your performance on a client assignment is crucial. For the benefit of both the consultant and the organisation, soliciting and providing feedback is… Continue reading The importance of feedback for consultants

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Blending research methods to craft compelling narratives in service design

As a service designer, I frequently illustrate the ‘as-is’ journey, helping project teams and sponsors pinpoint problem areas and opportunities. Working independently or alongside a User Researcher, I gather data and visualise what’s happening for service users and staff. One common challenge in qualitative user research is that organisations often view insights as reflections of… Continue reading Blending research methods to craft compelling narratives in service design

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A 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 explore and evaluate an idea or concept and decide whether it’s worth pursuing. Clients conduct pre-discoveries before committing to further (and sometimes) significant investments. The goal of the… Continue reading A good outcome for a pre-discovery project

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My 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 landed my first job at a start-up and was tasked with answering customer enquiries over the phone and email. My challenge and solutions But as you… Continue reading My origin story – my start in user-centred design

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The benefits and drawbacks of remote vs in-person research 

The recent Ladies that UX meetup discussed the topic of remote vs in-person research, and it made me reflect on my experiences. As a service designer, I often conduct stakeholder research to understand the as-is for people and groups involved in a journey. Pre-pandemic, nearly all the research I was involved with was in-person. There… Continue reading The benefits and drawbacks of remote vs in-person research 

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Observations: ‘Dressing up’ to go to the doctors in the hopes of being taken seriously…

After 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 put on a suit to go to the doctor’s, so that they take me more seriously. Black Male, 40s He… Continue reading Observations: ‘Dressing up’ to go to the doctors in the hopes of being taken seriously…

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Introducing planet-centred design to flight booking experiences

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.  I can see that a long-haul flight I was interested in booking has +19% CO2. I assume this relates to travelling back and forth across the globe to make connecting flights. … Continue reading Introducing planet-centred design to flight booking experiences

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Enabling teams to see the big picture using service design

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 stakeholders involved. By providing this perspective, I ensure that the team is designing an effective solution that fits into the larger ecosystem… Continue reading Enabling teams to see the big picture using service design

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Observations: The user experience journey of having your cards stolen – 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 annoyed, but it was interesting to observe how easy and convenient it can be to deal with stolen cards nowadays.  Firstly, all her bank accounts allowed her to report cards stolen online… Continue reading Observations: The user experience journey of having your cards stolen – when a bank is helpful and when it is not

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