Program manager + systems thinker + visual thinker. Service design modelling for better team workflows and customer outcomes.
Curious analyst by nature. Humanist at heart. Sketchnote nerd.
Interests: #servicedesign #customerexperience #employeeexperience #businessdesign #organizationaldesign #digitalanthropology #ethnography #changemanagement #informationarchitecture #businesstransformation #digitaltransformation #environment
| Birdsite | @CEMbizanalyst |
Side by side comparison. I particularly like the more compact design of custom fields.
Coming soon in Mastodon 4.6 - a redesigned profile page. We've used community feedback and surveys to inform these updates. In our latest blog post, @imanijoy explains our design thinking and choices. Here are a few highlights 🧵
https://blog.joinmastodon.org/2026/03/a-redesign-for-profiles/
Services don't happen at touchpoints. They happen over time.
The post-office visit isn't the service. Getting the parcel on time is. The GP appointment isn't the service. Feeling better is.
Most service design work focuses on the interaction. But the user's experience extends far beyond the moment of contact.
They arrive with a history. They leave with expectations.
Where does your service actually start?
Lou Downe is coming out with a sequel to the excellent Good Services book, Bad Services: How to Fix Services That Don't Work.
"Despite the apparent emotional sophistication of these technologies, fundamental limitations have emerged. At first, users may be drawn into a relationship with an AI companion because they feel validated. But, over time, people consistently perceive human empathy as more emotionally satisfying and supportive. Is the ‘empathy gap’ why we fall out of love with AI?"
https://psyche.co/ideas/why-were-falling-out-of-love-with-our-ai-confidants
RE: https://mastodon.social/@zackwhittaker/116092191816673310
“The bug, first reported by Bleeping Computer, allowed Copilot Chat to read and outline the contents of emails since January, even if customers had data loss prevention policies to prevent ingesting their sensitive information into Microsoft’s large language model.”
The real skill is: finding the natural joints of an activity.
Great designers cut at the natural joints of human intention.
Not at database boundaries.
Not at engineering modules.
Not at org charts.
Not at feature lists.
But at places where the human mind naturally says: “Yes… this is the next thing.”
When that happens, the interface facilitates a memorable flow for an activity
“But as we dug deeper, the real problem emerged: no one on the team could explain why certain design decisions had been made or how different parts of the system were supposed to work together. The code might have been messy, but the bigger issue was that the theory of the system, their shared understanding, had fragmented or disappeared entirely. They had accumulated cognitive debt faster than technical debt, and it paralyzed them.”
— Margaret Storey
The term technical debt is often used to refer to the accumulation of design or implementation choices that later make the software harder and more costly to understand, modify, or extend over time...
Stefan Bohacek
Mastodon
Simon Whatley
Chris Oliver
Gerry McGovern
Design Thinking! Comic
Ruth — of systems & design
Raghav Agrawal