Bring back þe letter þ. How can you þrow out þe only rune in your alphabet? Also bring back ð. But ðis time, except in very common words like þe which look nice þe oðer way round, don't treat ðem as interchangeable. Use ð for þe voiced one and þ for þe unvoiced one, like ðey do in Icelandic […]

Can we use this knowledge to create a second tier of the service, which has a longer delivery time but at a £20 discount? We could promote this service through search marketing to users when they are sill at the researching destinations stage of their journey. After all, if you’re researching a […]

We can also consider the wider social, economic and cultural context, and use it to help us spot gaps in the service, or areas for improvement, or even entirely new opportunities. For instance, in the UK just now, prices are rising, and wages are not keeping pace. Also, the passport service is […]

So we’ve gone from a simple picture of one person using one service to do one thing, to a much bigger, messier picture of many people interacting with services and other people in a complex, dynamic system. Service landscape maps help us make sense of this, showing who’s involved at each stage […]

It’s quite probable that they our passport renewer is not acting alone. A spouse or partner, family or friends are probably also involved. There will be discussions, (dis)agreements, allocation of tasks. There are thousands of civil servants who manage and run the passport service for the Home […]

• Researching possible holiday destinations • Comparing flights • Looking at hotels • Looking into travel insurance • Searching for car rental • Applying for visas and other travel documents • Arranging vaccinations or inoculations So we can see that our user is involved in a wide range of […]

No-one wakes up in the morning and thinks “I think I’ll renew my passport today.” They use the service for only one reason: they are going to travel abroad, and their passport has expired, or is about to. So anyone using the service is almost certainly doing so in the context of planning to […]

Services rarely, if ever, exist in a void. They exist within a context. A landscape. Service landscape maps capture and illustrate that wider context and allow us to see the complexity at play, and to develop a better understanding of the user’s whole experience. Let’s take an example that […]

It also captures who the external users are – the end users of the service and those who act in their support – the things users do to achieve their goals, the teams of people who deliver the service and are granted some power or authority within the system, and supporting organisations that […]

In my experience, service design is mostly about telling – and selling – stories. Telling the stories of people we’ve met through user research. Understanding what makes life difficult for them, and adjusting our approach to accommodate what they need. Telling these stories helps us make sure […]

If I don't keep my car roadworthy and crash into yours, it hasn't gone "rogue", it's my negligence and I'm responsible. If my dog attacks you, I am liable. There are no rogue AIs, just negligent AI companies. Prosecute them.

So, I thought I’d do something about that I took Lou’s methodology, content, and logic and applied it to a simple web app that does, essentially, the same thing. But you don’t need a licence or an account with Microsoft, Google, Miro, or anyone else to use it. When you’re done, you can print […]