Maintenance

Article — 14 June 2020 — 3,435 words

Service design and the Mario complex

Service design — User experience — User research

At Service Design in Government, I discovered that service designers see themselves as Mario. But that is an unrealistic model for what service design should be.

Article — 7 November 2016 — 1,092 words

The perils of the ‘launch and leave’ approach to project management

Architecture — Digital — User experience

Our perspective on how a digital product should be managed is strongly influenced by our background and our role. That certainly helps explain some of the difficult conversations I have had over the years.