Publications and writing

Four takeaways from B2B marketing lecture on Service Design17 September 2026 Read ↗ Understanding the wider context for a winning AI strategy8 September 2026 Read ↗ The challenge of latent needs2 September 2026 Read ↗ Experimenting with the Intelligence Amplification Design Canvas (IADC) for Human-Centred AI11 August 2026 Read ↗ What systems thinking looks like in practice5 August 2026 Read ↗ How mapping customer and target experience supports strategic decision-making16 July 2026 Read ↗ Reflections on the symbiotic relationship between HCD and AI9 April 2026 Read ↗ On the gap between the lived customer experience and the interpretation of this experience17 October 2024 Read ↗ Failure as compost that nourishes future success17 September 2024 Read ↗ On the risks of making assumptions on customer needs4 September 2024 Read ↗ On the power of customer involvement27 August 2024 Read ↗ Balancing visionary ideas and customer expectations7 August 2024 Read ↗ On the importance of systems thinking in service design31 July 2024 Read ↗ Systems mapping for innovation23 July 2024 Read ↗ Lessons from Apple’s ecosystem about managing customer experience2 July 2024 Read ↗ Moving beyond the product-service distinction21 June 2024 Read ↗ Service design for your next growth strategy12 June 2024 Read ↗ The role of habits in successful innovation28 September 2022 Read ↗ The courage to be disliked18 August 2022 Read ↗ Combining intuition and empirical validation17 July 2022 Read ↗ Focus on the problem, not the solution10 February 2021 Read ↗