In 2025, I’m focusing on error rates and data quality. My plan is to update this post through the year. Outcomes of the work so far: How to think about errors in services with six categories of errors Error categoriesContinue reading… Error rates and data quality – my 2025 topic
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Garbage in, garbage out: Workshop at SDinGOV 2025
My topic for 2025 is ‘error rates and data quality’, and it was a pleasure to have an opportunity to run a workshop at the 2025 Service Design in Government conference. Sharon Dale worked with me on making some changesContinue reading… Garbage in, garbage out: Workshop at SDinGOV 2025
How to allocate time effectively in a training course
In this blog post we will help you to decide how to use the time you have with trainees to run a realistic and effective training course. We work as trainers ourselves, and we help new trainers to develop theirContinue reading… How to allocate time effectively in a training course
Book review: Numbers and Nerves: Information, emotion and meaning in a world of data
‘Numbers and Nerves: Information, emotion and meaning in a world of data’ is an eclectic collection of chapters exploring the difficulties many of us have making sense of large numbers. In an age when we are bombarded with facts, statisticsContinue reading… Book review: Numbers and Nerves: Information, emotion and meaning in a world of data
Garbage in, garbage out: workshop at UX Connect Aarhus
My theory is that to get the best out of any AI, it helps to start with good quality data. So my 2025 topic is error rates and data quality. In June 2025, I had a chance to get someContinue reading… Garbage in, garbage out: workshop at UX Connect Aarhus
Error rates and data quality at Agile Manchester 2025
It was a great pleasure to run an in-person workshop on error rates and data quality at the Agile Manchester conference in May 2025. People at the conference work for a wide variety of organisations and do quite a varietyContinue reading… Error rates and data quality at Agile Manchester 2025
How to think about errors in services
Recently, I’ve been thinking a lot about errors in services, to what extent we know and measure them, and how that impacts both service users and our organisations. My suggestion is to consider errors in these categories: Problems along theContinue reading… How to think about errors in services
Getting forms right: how better words lead to better results
Content design is crucial for good forms, so I was thrilled when Content Club in London asked me to talk about forms for their September 2024 meeting. They chose a rich variety of topics about forms. We started on theContinue reading… Getting forms right: how better words lead to better results
Some thoughts about surveys for Olin College of Engineering Students 2024
Would you like a lightning introduction to the errors in Total Survey Error? I was delighted when Sarah Bloomer for inviting me back to talk to her Olin College of Engineering students again, and decided that we would zip throughContinue reading… Some thoughts about surveys for Olin College of Engineering Students 2024
Creating truly accessible forms: workshop at SD in Government 2024
Many thanks to Vicky Teinaki for collaborating on our workshop – Creating truly accessible forms – at the Service Design in Government conference in Edinburgh, 2024. (Update, 2025: very sadly, Vicky died in January this year. This was the lastContinue reading… Creating truly accessible forms: workshop at SD in Government 2024