As the team leader for the user centered design team at Scottish Enterprise I hear comments such as 'We don’t really know what you do or who you are’ and also ‘But don’t you just build websites? Why do you care about all this other stuff that’s not digital?’
https://design.scotentblog.co.uk/how-many-people-does-it-take-to-design-and-build-a-service/
Service Design Breakfast Club – May 2026
https://benjamin.parry.is/attending/service-design-breakfast-club-may-2026/
Services rarely, if ever, exist in a void. They exist within a context. A landscape.
Service landscape maps capture and illustrate that wider context and allow us to see the complexity at play, and to develop a better understanding of the user’s whole experience.
https://design.scotentblog.co.uk/service-landscape-maps-seeing-the-bigger-picture/
Don't forget! The next Service Design Breakfast Club is tomorrow!
https://servicedesignbreakfast.com
Join us at @Clearleft's studio in #Brighton It's free and open to anyone.
The operating model is the invisible half of service design.
A brilliant journey map is useless if the organisation can't deliver it. Design and delivery have to be designed together.
Most services are designed for ideal conditions. The operating model is what happens in the conditions that actually exist.
Incentives shape behaviour more reliably than values or instructions do.
If the system rewards activity over outcomes, you'll get activity. If it rewards compliance over judgement, you'll get compliance.
The uncomfortable question: what does your system actually reward?
David O'Brien
Benjamin Parry
Richard Rutter
Simon Whatley
Martin Jordan
B. Prendergast