We are visiting relatives at Christmas this year. They’ve got a houseful already, including several lovely but very young children. “Would you mind booking somewhere nearby rather than staying with us?” Hmm, let me think about that. Two seconds later,Continue reading… Stop using no-reply email addresses
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Prune and tune your forms – webinar
“Who wants a longer, more horrible form?” That’s the question that I asked at the start of a Lunch and Learn webinar I joined recently. Orok Brooks, UX researcher and instructor, joined the discussion, hosted by Alun Lucas of formsContinue reading… Prune and tune your forms – webinar
Using and abusing surveys in customer onboarding – ebook chapter
Badly thought-out forms and surveys can damage your organisation’s relationship with its customers at any stage. But a bad question in the onboading process can stop your customers from having any relationship with you at all. That’s the theme ofContinue reading… Using and abusing surveys in customer onboarding – ebook chapter
Crafting concentration
Many years ago, I heard a Duchess talking on the radio about her “everyday working life” – clearly nothing like mine. The point that struck me was that she took her tapestry to meetings. How I longed to do theContinue reading… Crafting concentration
What is a service designer? Thoughts from SDinGOV22
“But what IS a service designer?”‘ Clara Greo provided the inspiration for my session at the 2022 Service Design in Government conference (#SDinGov). Clara is an expert service designer herself, and teaches service designers. So if she felt a bit flummoxed,Continue reading… What is a service designer? Thoughts from SDinGOV22
Helping teenage boys to become responsible adults – SDinGOV22
At the Service Design in Government conference in September 2022, Bukola Jolugbo (Kiki) and I talked about some aspects of life today for teenage boys in the UK, focusing on the experience of Black teenagers. Many of us know littleContinue reading… Helping teenage boys to become responsible adults – SDinGOV22
Lightning talks at Service Design in Government 2022
Last week at the Service Design in Government conference in Edinburgh, we tried a new format for this conference: Lightning Talks. Four speakers responded to my call: Can you say something SDinGOV needs to hear? and we had a livelyContinue reading… Lightning talks at Service Design in Government 2022
Failing to fix your forms is costing you money
Recently I saw a tweet from Abebe Birhane, a leading researcher in the area of artificial intelligence, machine learning, and ethics. She’s a busy woman and has better things to do, but she’d had this very frustrating experience: “Dear @SASContinue reading… Failing to fix your forms is costing you money
Creating effective surveys for instructional design: podcast
It’s always fun to compare ideas with an expert with a different focus, so I especially enjoyed a chat about surveys with instructional design expert Connie Malamed, The eLearning Coach. We discussed: the difference between a questionnaire and a surveyContinue reading… Creating effective surveys for instructional design: podcast
Book review: From Solo to Scaled by Natalie Marie Dunbar
If you’re building a user-centred design team, then you need Natalie Marie Dunbar’s book From Solo to Scaled: Building a Sustainable Content Strategy Practice. Of course, if you’re building a content strategy practice – maybe from solo, but also ifContinue reading… Book review: From Solo to Scaled by Natalie Marie Dunbar