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Recently, I had to return an item purchased from the online store of a well-known American fashion brand. Returning the items revealed major flaws in their user experience. As a service design consultant, I quickly spotted how poorly the returns process had been designed for UK customers. It felt like an afterthought. Multiple friction points… Continue reading Why its important to design every part of the service experience, not just the start

Services are made up of different parts and products, and some areas work better than others. As service designers, we need quick and easy ways to communicate and share with others how each part is doing. One method that works really well is using RAG ratings to show how ready or healthy the parts of… Continue reading How to use RAG rating to communicate the health of service

I do what I do because I want to make people’s lives easier. There’s something incredibly fulfilling about finding ways to improve everyday experiences, especially when those experiences feel unnecessarily complicated or frustrating. While I’m no doctor, I’ve always admired those who can make a real difference in people’s lives. Designing services, for me, is… Continue reading Why I do what I do (Service Design)

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. The right words can guide, inform, and reassure users, while the wrong ones can confuse and frustrate them. Reflections on a recent experience Picture this:… Continue reading Using the wrong words will lead to increased customer contact

Many organisations are adopting chatbots to improve efficiency and manage costs in customer service. These automated systems are designed to handle inquiries and provide support around the clock. However, for some organisations, the deployment of chatbots has been premature, leading to significant issues in the user experience because the technology isn’t capable of handling customer… Continue reading Chatbots: the fine line between efficiency savings and frustrating customers

Decision-makers must be equipped to make informed decisions so that their services meet users’ needs. Managers, especially those who control budgets and strategic directions, can do this via various methods. The most often used are user research playbacks and reports. The’ Back to the Floor’ method is another hard-hitting and impactful method that helps decision-makers… Continue reading How to use ‘back to the floor’ for effective service design

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

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

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

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