Articles

Ideas, observations and
practical thinking.

Writing on service design, product, customer experience, transformation and the realities of making change happen.

Articles2 Sep 20266 min read

Technology should enable the service, not define it

A lot of transformation programs describe themselves as business-led. That is usually a good starting point. The problem is that, in practice, “business-led” can quickly become business and technology led. The organisation defines what it needs, technology determines what is possible, and customers and employees are brought in later to validate what has already been […]

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Articles1 Sep 20266 min read

The real work of government transformation

Over the past couple of years, I’ve been working inside a large government transformation program, helping shape future services, customer journeys, business requirements and the transition from fragmented legacy processes into a more unified digital environment. It reinforced something I’ve believed for a long time: government transformation has enormous potential, but it is also uniquely […]

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Modern city buildings under a cloudy sky.

Strategic Design1 Mar 20255 min read

Strategic Design: Turning vision into value

Strategic design bridges creative problem-solving with business strategy, helping organisations turn ambitious vision into practical action and measurable value.

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Abstract graphic reading Bridging the gap: overcoming challenges in product-centric transformation.

Transformation12 Sep 20243 min read

Why Transformations Fail: The Leadership and Cultural Gaps in Shifting to a Product-Centric Model

Why product-centric transformations fail when leadership alignment, culture, customer focus and empowered cross-functional teams do not change with the operating model.

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