Shared understanding – two stories

There is no real definition of what “shared understanding” entails; it’s more of a “know it when you see it” kind of thing. These two stories, hopefully, show what shared understanding might mean in different situations; one being a situation where two people are coming from a different context and one where they are coming from the same context. 

A brief case for inclusionary accessibility in design

Fast forward to today when we know better and make more effort, at least on paper, to make access to spaces and facilities more inclusively accessible. The exclusionary approach is so ingrained in the culture and in design that making something accessible for the “other” is seen as something separate, something that needs to be done because someone somewhere said it had to be done. 

The 5 Steps of Successful Customer Journey Mapping

One common frustration about the process of customer journey mapping is the lack of organization-wide or even industry-wide standardization. What are the key steps of journey mapping, and in what order should they be completed? Effective customer journey mapping follows five key high-level steps: Source: The 5 Steps of Successful Customer Journey Mapping

Service design: Isn’t it just UX with a different name? | GDS design notes

Service design is getting more and more attention in government at the moment, but many people still don’t understand what it is. The most common question I hear – from people both inside and outside government – is: “Isn’t that just UX (user experience) design?” Let’s be clear: service design and UX design are not […]

The Neo-generalist and functional resumes

It has been many years since I’ve really given my resume much thought. I have, of course, kept it (and my LinkedIn profile) up to date in terms of my actual job, and mostly up to date in terms of the work I’ve done in the course of those jobs. But it is a straight ahead chronological […]

The Future of Design: When You Come to a Fork in the Road, Take It | Don Norman

“It is as if we are traveling along a road when we come to a fork with two possible routes forward. One, the traditional role of design as a craft, creates beauty and pleasure in our lives, using the ever increasing powers of technology to create wonderful experiences. The other, that of design thinking, becomes […]

Design for users (not customers)

The real issue with many of the official systems, processes, and tools we use every day isn’t that they were poorly designed or executed. It’s that they were designed and implemented based on what the people paying the bills (customers) think they should be, instead of what the people actually using them (users) need them to be.