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 ServDes 2025 paper introducing a project-centred template for examining how social, political and ecological forces enable or constrain design work. A proposed tool whose evaluation is ongoing.
Department for Education guidance on the ethics of researching colleagues: pressure to take part, voluntary participation, authority and confidentiality.
A guide to using service design inside organisations, aimed at people who need to make the case for it as much as do it.
How organisations need to change, in their structures and leadership, to deliver services that work. Written from experience inside large public and private organisations.
Journey management software for organisations that want to keep many journey maps consistent and connected to opportunities and delivery work.
Daniela Sangiorgi's widely cited 2011 paper in the International Journal of Design on service design as a driver of organisational and social change.
A journal article examining the contextual and organisational factors that limit service designers' ability to address power dynamics in their work.
Other topics
- Service blueprinting
- Journey mapping
- User research
- Discovery
- Stakeholder mapping
- Co-design
- Prototyping
- Public sector
- Health
- Systems thinking
- Systemic design
- Participatory design
- Design research
- Professional practice
- Introductions
- Policy
- Futures
- Measurement
- Service standards
- Collaboration
- Education
- Power dynamics
- Agency and autonomy
- Design ethics
- Research ethics and consent
- Interviewing
- Memory and evaluation
- Dark patterns
- Culture and context
- Inclusion