Hello, I’m Ben Holliday. This is my blog where I’ve been writing for 17 years. You will find posts here about digital, services, design, product and leadership. You can also follow my regular updates on Twitter. In March 2022 I launched a book I've written for TPXimpact which you can buy here.

Latest posts and feed

The link between hypotheses and telling stories

Never read something cover to cover, except for pleasure

Living in the future: reflections from Services Week 2020

2019 and the end of a decade

How to use service patterns in your organisation

Open is inspiring

New models for service ownership and leadership

There’s no such thing as a bad idea

How to work in the open in government

The art of football


Seniority in design: superpowers


Human-centred design, organisations, power and control

Different ways of leading design: face to face, or side by side

Seniority in Design: feedback loops

Seniority in Design: leading sideways

A house without windows

Make it happen

Types of design focus

Most read and shared posts

Everything is hypothesis-driven design

Everything can be seen as hypothesis-driven design. How to write down and test assumptions.

Asking the right questions to frame the problem

This is something that many teams struggle with. These 5 questions will get you started.

Service design starts with user needs

An approach to understanding user needs. From Leading Service Design at UX London 2017.

Seniority in design. Are you a senior designer?

The first in a series of posts about seniority in design. What makes a senior designer?

Comparing service design and business design

How service design can bring a new set of approaches and focus to organisations.

How to use service patterns in your organisation

How to work with service patterns to deliver consistency and quality of design at scale.

New models for service ownership and leadership

New questions about how we design, develop, maintain and improve whole services.

New and changing patterns for digital working

Thinking about how we can move from remote to more digital and asynchronous ways of working.

An introduction to service modelling

Exploring a way for organisations to create, test, and scale the design of whole services.