design that resonates

  • What is a Service? What is service?

    Previously, I have described a service like this: A service is the seeking and receipt of a specific outcome of a customer across a range of interactions and touchpoints over time. It’s a bit dry and analytical, but it has always worked when I’ve applied/used it in public service or community service settings. During the…

  • Principals talking about Service Design Practice and Research

    Here are the co-author Principal Wendy Cave, Dep-Principal Sophie Bissell, and me, talking with South Aussie Principal, Adam Wilson about the Research. It’s a snappy summary and Adam has been an enthusiastic and discerning peer throughout the research. Love his work 😉 “Check out this episode where Mel Edwards, Wendy Cave and Sophie Bissell speak…

  • “We know it’s complex, but I haven’t read something that describes the complexity in such detail” The value of Service Design Research

    The release of research I worked on over 2022 applying a service lens to primary school principal’s and how they run a school (i.e. a complex organisation) has given me pause for reflection on the power of service design research. The quote in the title comes from a member of both Australian and International Principal…

  • ”The best ideas emerge when very different perspectives meet.” – Applying a service lens to Primary School Principals in Australia and NZ

    Excited to finally share the fruits of my 2022 Service Design labour. For the past year I have been lead researcher and PM on a study into Primary School Principals and whether applying a service lens might be useful in supporting how they run schools. The research: Supporting Primary School Principals to Manage Complexity in…

  • Fa’avae/Foundation – a journey

    For the past couple of years I have been working with the Fa’avae Team at Bishop Viard College. Fa’avae (which means foundation in Samoan) is the Year 7/8 cohort at the College; the kids who have left primary school and are transitioning from children to young people, and all that entails. Team: Fa’avae started with…

  • Every Good Service Deserves Strategy

    TL:DR:BM* *Bullet Me Schools are service delivery organisations. The services they deliver are education services. Often a strategic direction and the school objective setting is centred on the student, with parents/carers and ‘society’ as the audience. My experience with schools and through research is that, as with any complex organisation who understands what service is,…

  • This blog’s job – For Realising and For Remembering

    Hey! Long time no write! Potted History Update: I last posted here in 2018, but had posted about all things design and service design on my work site Design Managers Australia (DMA). In 2021 we closed DMA – those posts we wanted to preserve are now here. I moved home to Aotearoa/New Zealand from Australia…

  • You’re so design, you probably think this post is about you

    Reader warning: I’m not even sure what this post is about. I’m categorising it as ‘captured musings’ that seem to go together 😉 Let me just say at the outset, when I thought about doing this post the other week I thought it was a riff on research, listening and hearing. On Feb 19 I…

  • Six Principles of Principles

    I love a good principle. They’re fundamental in nature. Sometimes simple, often deep. They guide behaviour. They help make decisions in the complex world of multiple decisions required. They’re better when there are more than one – because nothing is ever black and white (if is it then they’re rules not principles). So when I found this…