hollidazed.co.uk

Hello, I’m Ben Holliday. This is my blog where I’ve been writing for 15 years. You will find posts here about design, services, product and leadership. You can also follow my regular updates on Twitter.

Designing Services

An introduction to service modelling

The phrase ‘service mode’ is something I’ve found myself using more and more in recent years. I’ve seen it used elsewhere in different contexts as well.

So what are service models? Here’s my definition:

Service models are a way for

How to use service patterns in your organisation

How to use service patterns is something that I know a number of different organisations are starting to think about. This is a conversation that I’ve seen prompted by the LocalGov Patterns library that we’ve been working on at FutureGov

New models for service ownership and leadership

With more organisations working with service-oriented approaches to delivery in the public sector, this is increasingly leading to questions about models for service ownership in how we design, develop, maintain and improve whole services.…

Strategy

It doesn’t have to be complicated.

Most strategy is finding the clearest, or best available route forward for making progress (rather than standing still).

It means knowing where you want to be, and what the goal you’re working towards …

Comparing service design and business design

Just over a year ago, I wrote about comparing service design to business analysis. This was to highlight differences in skill sets, with an emphasis on how service design can bring a new set of approaches and focus to …

The importance of frameworks and first principles in service design

The importance of frameworks is that you focus on a smaller set of things because you can’t focus on everything.

I spend a lot of my time designing, or constructing frameworks as a way of helping others access a way …

There is no digital service design

A lot of digital agencies and technology companies talk about “digital service design”.

What I think they mean by this is that they’re designing experiences and digital interactions that happen on a screen.

Service design will never be effective if …

Comparing service design and business analysis

As service design has become a more prominent role and way of working for organisations I’ve seen some confusion between Service Design and Business Analyst (BA) roles.

Service Design and Business Analyst roles have some similar skill sets, but they