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The UX Coach™

Andy Parker

Personal development coaching for people looking for work with purpose and meaning.

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Substack
PricingOnly free issuesPublishesWeekly
Issues46Founded4 years agoLast Issue18 days ago
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Latest Issues

Beyond the transaction

In the previous posts in this series, I’ve been describing a system that works exactly as it was designed to. That is the problem.

Public services are not failing because teams lack capability, or because standards are poorly written. They...

18 days ago

When Services Become Factories

If you’ve been following this series so far, you’ll remember that last month I described how systems such as Probation Services and GOV.UK Verify exposed the limits of transactional service models. These failures are often explained as impl...

2 months ago

The Service Factory

Most large services can be summarised in a dashboard.

  • Throughput.

  • Cost-per-case.

  • Time-to-resolution.

  • Volume processed.

If the lines move in the right direction, we call it progress.

This is not accidental. It reflec...

3 months ago
1

Designing for accountability when nobody owns the outcome

For more than a decade, hundreds of sub-postmasters across the UK were prosecuted, bankrupted, or imprisoned based on data produced by the Horizon IT system used by Post Office Ltd.

The Chair of the public inquiry, Sir Wyn Williams, has si...

4 months ago
1

We know what good looks like, but we organise work to prevent it

Every morning at a busy council office in Manchester, Sarah, a dedicated service designer, finds herself grappling with unexpected challenges due to the absence of a seamless notification system, such as GOV.UK Notify. As people queue up in...

5 months ago
2

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  • Andy Parker

    For the past 20 years I've worked in the digital industry and as a photographer for music publications across the globe. There are fragments of my life around the internet, you can find some of them here.

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