Most service projects start with a problem somebody else defined. Problem framing is the habit of checking that definition before acting on it. Here is why it matters and a five-step way to do it inside a normal project.

Service design looks like a set of maps from the outside. The job is mostly scope, systems, facilitation, research and organisations. Five things to understand before you commit, and a small way to try each one.

Almost every team has a set of personas and few can say what evidence sits behind them. This article looks at where personas came from, what the critics found, why services put them under strain and what to use alongside them.