Being 'digital by default' has become more confusing, risky and frustrating than it should be.
Digital transformation is more about navigating the digital divide inside the organisation, than it is engineering new software.
Dysfunctional budgeting practices, archaic procurement processes and overzealous security concerns just add to the mounting pile of unmet user needs. (See Mike Bracken's 'Square of Despair').
By pragmatically and collaboratively applying appropriate design research techniques, I believe that purposeful organisations can build a bridge.
Outcomes, over outputs.
Employees often struggle for opportunities to learn and apply the right skills, and customers are impacted through the poorly designed products they access.
Often referred to as 'learning by doing', I’m passionate about leading and supporting purposeful organisations. By building digital capabilities whilst simultaneously improving the delivery of services, digital transformation outcomes become possible.
Service Design Challenge
For you. With you. By you.
By taking this approach, we can improve digital services whilst building in-house capabilities.