The Service Organization
How organisations need to change, in their structures and leadership, to deliver services that work. Written from experience inside large public and private organisations.
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Related resources
Author of The Service Organization, writing about how large organisations need to change to deliver good services.
One of the first dedicated service design consultancies, founded in London in 2001, with studios in Europe and South America and a long record of published thinking.
A guide to using service design inside organisations, aimed at people who need to make the case for it as much as do it.
A journal article examining the contextual and organisational factors that limit service designers' ability to address power dynamics in their work.
Co-author of Service Design: From Insight to Implementation, host of the Power of Ten podcast, and a writer on design at many scales.
A 2021 paper proposing a power literacy framework for service designers, covering privilege, access, goals, roles and rules. Open access copy from TU Delft.