Problems

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.

Linknote — 13 July 2018 — 35 words

Digital — Human-centred approaches

How to write a problem statement

Sometimes, the difficult bit isn’t working out the solution — it’s working out the problem. This framework looks like a useful tool in the quest for the real problem.