A mental model for service businesses.
The book — Good Services
“This book is long overdue. It will become a must-read for the service design community, but this book is also for everyone working with services”
Read This Before You Build Uber for X | Y Combinator
Sam is a cofounder of PocketSuite (YC W16). -------------------------------------------------------------------------------- We still hear it all the time: “I’m building the Uber for X.” That idea – an app that lets consumers get a specific service when they need it, while giving service professionals (“pros”) immediate work – makes complete sense. It worked great for local transportation [https://www.uber.com/] services, so why could it not be applicable across all types of industries? Any
The Last Business System You'll Ever Need
I like to envision businesses as manufacturing machines. You put something in one end and then it goes through all these defined processes of the business and then it comes out the other end as profit (or not). Depending on how those processes work, you get something different out the backend. The manufacturing machine analogy makes sense to me because it's easier to see why you should always be working on the business, not in the business.
Delve - Fake Compliance as a Service - Part I
How Delve managed to falsely convince hundreds of customers they were compliant and then lied about it when exposed and called out
Delve - Fake Compliance as a Service - Part I
How Delve managed to falsely convince hundreds of customers they were compliant and then lied about it when exposed and called out
Service Blueprint | Service Design Tools
Map out the entire process of service delivery, above and below the line of visibility
Mental Wealth
TL;DR • When it comes to mental health, our society approaches it like we did with physical health 50 years ago. We only think about it when something goes wrong. • To the wider public, mental heal…
Lexicon Service Docs - at:// pizza thoughts
Riffing on some ways to make network services more legible to humans and machines
Making Business Personal
Business can be a form of activism, art, spirituality, and creative expression.
My own private basic income
One person’s experience becoming a business owner shows how our economy is based on luck rather than merit and how it rewards people who own stuff rather than people who do stuff.
Refusing to Be the Victim – How to Adopt a “Player” Mindset at Work
You can’t expect others to fix your problems. When you take responsibility for making the best of any situation, you have the power to make things better.
PUBLIC POLICY NETWORKS AND ‘WICKED PROBLEMS’: A NASCENT SOLUTION?
The last two decades have seen a shift in public services organizations from hierarchies to networks. Network forms are seen as particularly suited to handling ‘wicked problems'. We make an assessmen...
Paul's Leaflets
There's a surprisingly nuanced discussion in development about the political economy of clients and servers in the Atmosphere