We’re writing a book on how to design impactful relational public services.
You can read the released articles below or join the waiting list to get early access to the next ones and be the first to know when the book is published.
Our most recent articles
Chapter 2: Service Design Is Only Half Right
This chapter exposes the "category error" of using digital design logic to solve human crises, showing how "frictionless" pathways can block vital connections. It introduces the Service Development Matrix to help teams shift from optimising processes to creating the conditions where trust and judgment flourish.
Chapter 1: The Service Factory Is Broken (and we built it that way)
This chapter exposes the uncomfortable truth that we are trying to solve complex human crises using a rigid, industrial "Service Factory" logic. It challenges leaders to stop treating people like units of demand and provides a roadmap for moving beyond standardised transactions to design services rooted in trust and genuine relationships.
An Introduction to Relational Service Design
This book intro uses a hilariously absurd story about "outsourcing" a mother’s advice to expose how we’ve accidentally turned public services into cold, mechanical factories. It challenges leaders and designers to stop forcing complex human lives through rigid processes and provides a roadmap for rebuilding services around trust and genuine connection.
Chapter 3: What Do We Mean by Relational Services?
This chapter defines relational services by their core purpose: reducing fragmentation in how we see people, how we work, and how we organise teams. It argues that by prioritising human presence over rigid protocols, we can move away from the "parade of strangers" and create the trust necessary to solve complex problems.
Hear the stories that inspire us to write.
Listen to our podcasts with public service leaders shaping change across the UK. In each episode, we explore how Relational Service Design is transforming the way services work for people and communities.
Are you a senior leader in Public Services interested in learning more?
We’re hosting a small, invitation-only webinar on Relational Service Design for senior leaders.