Something I’ve been reconsidering recently is the idea of ‘as-is’ work in service design, especially how this is part of discovery work.

Teams have to decide how much time to spend on understanding what happens now, and how much detail they then usefully capture in discovery artefacts. I’ve seen teams…

I was thinking about the importance of prototyping again this week:

There’s often still a hang up with the idea of prototyping as part of any kind of discovery work. Think of it more as a learning tool e.g. “how can we make something real enough to learn more about…

The phrase ‘service model’ 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 organisations to create, test, and scale the design of whole…

Ben Holliday

Designer and leader. Working with organisations and teams to deliver great products and services / also find me at

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