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.

Service Design

Option 1: do nothing

Option 1 is always ‘do nothing’. It’s a very popular policy or strategy.

Make no mistake, doing nothing is a choice, even when you default to doing nothing.

Doing nothing by default is not pursuing the alternatives to a set …

Vision or mission statement?

I’ve written before about the importance of mission statements. Something I see regularly is confusion between ‘vision’ and ‘mission’ statements.

My definitions:

Vision: What we want to achieve. Setting out an ideal future state eg. what will the

Estate agents. An example of a broken digital business model?

This article caught my attention last summer: one in five high street estate agents risk going bust.

We’re already seeing this play out with startups like Purple Bricks and HouseSimple establishing themselves.

There’s a lack of digital innovation from …

Sticks in the ground for public services

Earlier this year I wrote about sticks in the ground. My belief that design has to be bold. It has to start with an idea.

It’s arrogant to think you can change the world. But it’s also necessary

I

Attention-driven design versus connection-driven design

Last week I wrote about the opportunity of designing for connection.

I‘d been inspired to think about this more recently after watching a TED talk by Tristan Harris: The manipulative tricks tech companies use to keep your attention.

Vertical lines and loose boundaries

A cricket boundary line.
Loose boundaries. A cricket boundary line made of rope

“…it’s surprising how frequently policymakers can be found solving the wrong problem — a superficial one, a symptom rather than a cause — or a problem perceived in one way by the outside world but

Designing better organisations: Why internal user experience matters to delivering better services

Things of the internet

Designing services for the digital age in response to raised expectations

For a series of recent talks I’ve given, I’ve been thinking about the changing expectations that people have for services that are ‘digital’.

Services are a familiar part of …

Service design starts with user needs

Understanding different types of user needs when designing products and services

It’s important to start with user needs, but I’ve found it’s not always clear what we mean by ‘user needs’.

I’ve seen teams getting stuck with what I …

What is blocking your organisation from designing good services?

A retrospective from UX London 2017: Leading Service Design workshop with Kate Tarling

UX London: Leading Service Design workshop
Image – Conor Ward

At the end of May, I ran an afternoon workshop with Kate Tarling at UX London 2017.

We called the workshop Leading

Digital Leaders Week 2017: Citizen Experience forum

I was part of a round table forum this afternoon for Digital Leaders week: North West Salon: Citizen Experience.

I was invited as one of the keynote speakers along with Stephen Morris, Director of Programmes at UKCloud.

The event …

When is User Experience (UX) and Service Design the same thing?

I get asked this question a lot. My thoughts:

In my experience, most of the best ‘experience’ practitioners or agencies think about the full end to end experience of a product or service.

Whether they get to design the full …

The needs of government

It’s okay for government to have needs. I always work with this presumption in mind:

Understanding user needs and understanding the needs of government isn’t a choice. You need to do both.

We start with user needs. Services designed to …

Mission statements: better, faster, super-duper

Mission Statement: Be the simplest, faster way...

I’ve been doing some more thinking about vision and mission statements, or setting long term goals for products and services.

When we’re thinking about the products and services we work on in government, many of our long term goals revert …

The hard line of complexity

Image – hollidaypics

This is my prediction for what I’ll be thinking about and focussing on more in 2017.

We complicate things and we do so most of the time. All progress depends on finding ways to side step the …

The mission

Missions are built on words then actions

The mission
Image – nasamarshall

Mission: An important assignment given to a person or group of people…

The words we start with are important. I’ve been thinking about mission statements as something most organisations, …

What does a successful product or service look like?

Success looks like a product or service that solves a real problem for people.

By solving a problem for people, a product or service creates a sustainable business model. It can then be operated, scaled and improved.

Outside the public …

Thinking about how we use evidence in user-centred design

Working towards zero

Content design for service design