Headline: Designing Change With, Not Just For, People As a service designer, you know adoption isn’t automatic. It has to be earned. You can sketch the perfect customer journey, map the experience flows, run the usability tests—but if people don’t…
Headline: Making Transformation Stick: Beyond the Plan, Into the Experience If you work in transformation, you already know this: it’s hard. Not just technically or structurally, but emotionally, politically, and culturally. Every boardroom has a strategy. Every programme has a…
When I was writing Whatever Next?, I wasn’t starting with a blank page. Alongside lived experience and countless conversations, certain books became touchstones. They gave me language, perspective, and sometimes the provocation I needed to see transformation differently. Here are…
Q: You’ve structured the book around these five “lenses.” Why go down that route?A: Because transformation looks very different depending on where you stand. I didn’t want a single, rigid model. Instead, I wanted perspectives—lenses—that people could pick up, look…
Q1: Which chapters were the easiest to write?A: Rewire and Reconnect. Rewire was deeply personal (as I explain in the “Why It’s Personal” section), and Reconnect flowed because it drew directly on my most recent role. Q2: Which chapter was…
Q: Why did you go down the self-publishing route?A: I’d been running the Whatever Next? blog for years, and people kept nudging me: “You should write a book.” After talking to others, the consensus was clear—if you’re not already famous,…
For all the strategy, structure, and systems, transformation will only ever stick if it connects at a human level. Reconnect is the lens that reminds us what happens when we wake up human, when we notice the truth of how…
Ideas and visions only matter if they can be lived. Rewire is the lens that moves us from talk to traction : from producing outputs that look good on paper to achieving outcomes that matter in practice. Rewiring means looking…
If reimagination opens the door to possibility, Reframe asks what it really means to step through. Every transformation is a series of choices and this lens makes us pause to ask: what are we saying yes to, and what are…
Once you’ve faced the reality of where you are, the next step is to ask what might be. Reimagine is the lens that insists transformation isn’t about tinkering at the edges; it’s about creating a vision worth striving for. That…
