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.
Alarming given that, as Horvath put it:
“We’re facing challenges more complex and far-reaching than any in human history—from overpopulation to evolving diseases to moral drift. Now, more than ever, we need a generation able to grapple with nuance, hold multiple truths in tension, and creatively tackle problems that are stumping the greatest adult minds of today.”
"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
Stefan Bohacek
Mastodon
Simon Whatley
Chris Oliver
Gerry McGovern
Design Thinking! Comic
Ruth — of systems & design
Raghav Agrawal