Service Design Leeds, from Drinks to Thinks

August 4, 2010

There are lots of reasons to come along to Leeds Service Design Thinks on Tuesday 14 September. So many that it’s hard to know where to start.

I could begin with the chance to meet and chat with some of the smart and passionate service designers who made it to our first Service Design Drinks event back in June, and some more who’ll be joining us for the first time. It was a bit of a gamble to bring this format to Leeds, modelled on successful events in London, Glasgow and elsewhere, but it paid off handsomely. We discovered there’s lots going on already, and lots of interest in developing a northern community of interest around service design and design thinking.

But starting there would be to neglect the fact that on September 14 we’re giving you the chance to hear from Dr James Munro about his social enterprise, Patient Opinion, and the challenge of building better services in the NHS. James already presented his work at Service Design Thinks in London, and we know it’ll be of interest to many people working in the North. I’d give up my Tuesday evening just to hear from James.

But that might give the impression that service design is only for public services and social enterprise. It’s not. We also have my Orange colleague Kathryn Grace presenting her work on retail customer experience. As a designer for a company called Everything Everwhere, Kathryn has a unique viewpoint over in-store experiences, large-scale e-commerce and e-care, and cutting-edge mobile applications. I know she’s passionate about making all these things work together to deliver a simple and engaging customer experience. Kathryn also deserves the credit for making this whole event happen in the first place. Tero and I have played supporting roles, but hers is the main drive and motivtation behind both “Drinks” and “Thinks”.

And if you’re still wavering, consider this. Not one, not two, but three amazing speakers! For we will also hear from Professor Guy Julier of Leeds Metropolitan University. When we set up SD Leeds we wanted to explore how service design approaches could make a positive difference to the place where we live and work. So Guy’s role in the Leeds Love It Share It community interest company is right up our street. He’ll tell us about “Margins within the city” a recent community development project.

There’s no end to the fascinating questions that arise when we consider these three topics together. When designing a service, where do you start? Who do you start with? And what kind of people and processes make a new service more likely to succeed? That’s why we’ve tag-lined the event “Starting Points”.

“Service Design Thinks Leeds 01 | Starting Points” is on Tuesday 14 September, from 6pm to 9pm, at a central Leeds venue to be confirmed. You can sign up now on Eventbrite, follow us on Twitter, or find out more about this and other similar events on servicedesigning.org.

Maybe it’ll be the start of something new.


You wouldn’t burn a book, or some reflections on narrative capital

July 9, 2010

As mentioned a couple of weeks ago, I moved offices in Leeds earlier this year from Holbeck Urban Village to Clarence Dock. The stark contrast between the two areas has set me thinking about a city’s built environment and how it can make a difference to people’s lives.

First some context for those who don’t know Leeds so well. Both districts are to the south of the city centre. Both played important roles in the city’s commercial past. Holbeck, at the terminus of the Leeds to Liverpool Canal, was a manufacturing district rich in textiles, engineering and pin-making. Clarence Dock was, from 1843, the city’s main dock. By dock I do not mean a place to charge your iPod but rather, in the archaic sense of the word, a big basin of water in which ships stopped to unload and take on goods.

Both areas have been developed in the past 15 years. Therein lies the difference.

The designers of Holbeck Urban Village have deliberately reused as much as they can, breathing new life into even the humblest old buildings. Where new build has been more practical it follows original street patterns to create small, interlinked public spaces with pubs and cafes. New media businesses pump pixels in the Round Foundry complex where once Matthew Murray‘s men cast steam engines.

Across the road, Grade I listed Temple Works is at the start of an exciting revitalisation. The amazing Tower Works site will be next so long as the promised funding comes through.

Holbeck was a magical place for a historian to work in a high-tech business. I self-indulgently imagined that the world-changing importance of Industrial Revolution pioneers like Murray, his mentor the flax magnate John Marshall, and pin king Colonel Thomas Harding  could rub off on my own work as a spinner of mobile internets. I was not alone. In the last few years Holbeck has inspired many others to create art and literature based on its multi-layered history. Granary Wharf now boasts Candle House, one of the best of the rash of new tall buildings, not to mention its own urban storyteller.

A mile down the River Aire, Clarence Dock is a different story. Cleared for redevelopment earlier in the Nineties but only recently completed, it seems there is literally nothing of the Dock’s historic fabric left above ground level, though occasional warning signs hint at something more interesting below the waterline. Compelling though it is on the inside, the Royal Armouries Museum is an alien arrival. Before it came to Leeds, it was meant to go to Sheffield where its magnificent Hall of Steel would presumably have had more resonance.

Clarence Dock is all bread and circuses, the ultimate blank canvas for the retail spectacle. I took the boys down there a couple of weeks ago for a canter round the Armouries and to watch the Dragon Boat races where teams of workmates rowed for charity in vessels emblazoned with their logos. A good time was had by all, and in a good cause, yet there was a randomness, disconnected from any sense of why the water was there, or how it played a part in the life of the city.

The history of the Dock is acknowledged – literally beneath the visitors’ feet - on dockside flagstones. These words seem to add insult to injury, like sticking plasters applied to a gaping wound of the collective memory. A paving slab that says “20 Tonne Crane” is not the same as a 20 tonne crane.

I don’t mean to knock everything that’s happening at Clarence Dock. The “ghost town” tag seems overblown. And I don’t know enough of the back-story. Maybe not a single building was fit for reuse. Maybe every crane had rusted beyond repair, even as a heritage totem pole. But it seems to me that at Clarence Dock, Leeds has squandered a huge amount of its narrative capital.

By narrative capital I mean this. When a building is first made it belongs to the builder, the architect and their paymasters. They alone can tell stories about why and how it came into being in its pristine form. But over time, the balance tips in favour of the place’s users, its neighbours and even to passers-by. Their stories become the building’s stories and the building’s stories become inspirations, symbolic of the city’s authentic character. Past achievements become our achievements to be equalled and bettered. Shared memories of past sins and humiliations can be just as valuable.

In the part of the city where I live, there is a Victorian police station. A few years ago the police sensibly moved out to a corrugated fortress with ample car parking. Local residents came together to campaign to turn the redundant building into a community centre. They lost the battle but got a half-happy ending when some new-build flats were developed nearby with a space for community arts. The new-built space is great, yet a world away from what would have been had they won the old police station. It would have been less convenient, messier, but more truly owned by  the community from day one. The old police station had accumulated narrative capital which the new arts space will take years to put by.

Just about the most shocking offence against cultural life is the burning of books. Totalitarian regimes burn books to erase traces of dissent, not just to prevent transmission but to deny the existence of inconvenient ideas. To destroy a book is to destroy a story and to destroy a story is to rob human life of a little piece of its meaning. I know that buildings are not books. For one thing they take up more space. But I do believe there’s a parallel that should give us pause for thought before destroying places high in narrative capital. It’s not the long-dead architect’s freedom of expression that’s impoverished but the story-telling and meaning-carrying capacity of the whole community.

A rich environmental fabric makes a city resilient. By all means tug at loose threads, patch it up and reuse it as has happened in Holbeck. But it seems a wanton waste for any city to cut a clean swathe as big as Clarence Dock.


Around the city, joining the dots

June 26, 2010

I think there’s a coherent narrative to be woven between all of the following, but for now, I offer them to you as a puzzle of jumbled bullet points. Fuller posts on some of them may follow.

1. It’s been a few weeks since my colleagues and I at Orange moved offices from Holbeck to Clarence Dock. I’ve been meaning to share some photos and thoughts on the new locality, ever since I saw Mike Chitty’s blog post and Imran Ali’s interesting response, Ideas for Cities. I know that was February and this in June. I will do so soon. Just call it slow blogging.

2. For Fathers’ Day, we took a family trip on the Leeds sightseeing boat from Granary Wharf to Clarence Dock. For 20 minutes the River Aire was our Canale Grande, only without the gondolas and palazzos. Lots of cities have a river, but I reckon we could do more with ours. If you live in Leeds you should take the boat at least once, just to see the familiar from a different perspective.

3. Kathryn, Tero and I hosted Leeds’ first ever Service Design Drinks at the Midnight Bell on Tuesday. It went even better than we’d hoped. We had a broad range of interests, some fascinating conversations and new connections made, including some people who travelled a long way to take part. We can see there’s more than enough interest for us to move to the next stage with Service Design Thinks, an evening of three talks followed by an open discussion. More on that soon.

4. Mike was one of our service design drinkers. He floated the concept of an Innovation Lab for Leeds: “a process – not a place.  It usually culminates in an intense workshop to allow key thinkers, influencers, technologists and service users to come together to work intensely and constructively on developing a vision for how things could be…” Turns out Imran had already been thinking about this too. Imagining a place to imagine solutions for our city: I guess that’s meta-imagineering.

5. Finally, back in Holbeck on Thursday night Temple Works was more alive than I’ve ever seen it before, with the Sh! Awards, a prize for the region’s most promising design students run by my friends at Brahm. Having been a judge as a series of amazingly confident young designers presented their work in the edgy surroundings of the Temple Works loading bay, I’m sure the best one won. You should check out Matthew Young‘s work now, before you see it everywhere. In particular, watch his D&AD nominated winning video, The City…

So join the dots! Can tell what it is yet? if you can, please let me know.


Watt versus Murray, some open questions

May 26, 2010

Last Wednesday’s Ignite Leeds gave me a perfect excuse to reprise my talk, How to Get Ahead in Business the Boulton and Watt Way.

As ever, I’m grateful to Imran Ali and Craig Smith of O’Reilly for making the event happen, and to the audience at the Rose Bowl for giving me five minutes of their time. If you missed the event, all 15 presentations are now on Slideshare and there are reviews by Phil Kirby on the Culture Vulture and Sarah Harley on Guardian Leeds.

The way James Watt Junior tried to sabotage Murray’s steam engine start-up never gets old. Indeed its issues of openness in business and the rights of wrongs of intellectual property seemed especially relevant to the Ignite audience.

I want to do more with this story, but first I have some more research to do. For instance:

  • Where was Matthew Murray living when Watt’s employees visited him in 1799? His famous steam-heated house Holbeck Lodge, or “Steam Hall”, on Holbeck’s railway triangle is dated to about 1804 so it may not have been there.
  • Where were the cottages from which Watt attempted to steal the letters of defecting staff? Later in the 19th Century there were workers’ cottages on the edge of the Round Foundry complex, roughly on the corner now occupied by Out Of The Woods, but were these completed when Watt was visiting the City?
  • Why was Murray so much better than Boulton and Watt at green sand foundry work? Can we get some green sand and try it out?
  • Who was E. Kilburn-Scott, the engineer who in the 1920s sought to restore the reputations not just of Murray but also of Leeds’ cinematic pioneer Louis Le Prince? Can we take his account at face value or was he too clouded by civic loyalty to give the Birmingham firm a fair hearing?

When I can find the time between my dayjob and other outside interests I plan to spend some time in the library tracking these things down. In the mean time if, dear reader, you have either answers or questions, please let me know.


Announcing the first Service Design Drinks in Leeds

May 8, 2010

Businesses and organisations the world over are seizing the chance to re-imagine the way we do everyday things, to make them more accessible, enjoyable and productive for everyone. The tools and techniques they’re using vary widely, but some of the best fall under the umbrella of service design, and its flashier cousin design thinking.

This growing interest in service design is a Good Thing. Services are important. Better ones can and should be consciously designed with the customer and user at their centre, rather than left to emerge by default.

And as interest grows it is important that practitioners, advocates and other interested parties join together in communities of purpose to share their stories, find common ground and challenge each other. It helps if this process includes beer.

All of which is a long-winded way of saying, I’m really excited to announce that we’re bringing Service Design Drinks to Leeds.

Why Leeds? Well, in addition to my employer, we reckon the city hosts a critical mass of big businesses in the telecoms, retail and financial services sectors that are, or will soon be, waking up to the potential of service design. Add to this the strong public sector presence in our city, countless smaller agencies and service providers, academics and other interested parties throughout the wider region.

Some people who remember the North’s proud industrial past look down on the service sectors, as if it were morally superior to labour down a mine or on a production line than in a hospital, shop or call centre. I think they’re wrong.  Surely it was in our cities, where people were first pressed together in great numbers, that our ancestors first faced the challenges of delivering good services – both commercial and social – repeatably and at scale.

So if Leeds, Yorkshire and Northern England are to claim a leading role in the future of the service economy we need to be building a strong and confident service design community.

The first Service Design Drinks in Leeds will take place on June 22nd at 6pm, at the Midnight Bell in Water Lane. Credit is due to Nick Marsh for creating the independent service design network and the already-successful London events. Also to Kathryn Grace and Tero Väänänen for working to bring it up the M1.

We’re aiming for an informal and lively get together open to everybody who is interested in Service Design and Design Thinking, in having inspiring conversations and in connecting with like-minded people while having some drinks.

By everybody, we mean everybody. Hope to see you there!

More info here.


There now follows a Public Service Announcement from the Department of Giant Walking Robots

April 11, 2010

Last September I posted about the amazing preserved walking dragline excavator at St Aidan’s, near Leeds, which I discovered through the Heritage Open Days scheme.

If you missed that opening, there’s another chance to explore it this weekend, from 2pm to 4pm on Saturday 17 April 2010. More details on the website of the Friends of St. Aidan’s BE1150 Dragline.

You should go. After all it’s not every day you get to climb inside a giant walking robot and this one, according to the volunteers who look after it, is the largest of its kind in Western Europe.

[It's hard to appreciate the scale from a photo on a blog. For comparison, I include the profile image of @miniexcavators, who started following me the other day after I mentioned the open day on Twitter. Nice try, guys, but not even close.

]


Video: How to get ahead in business the Boulton and Watt way

March 17, 2010

Thanks to Bettakultcha and Media Squared, here’s a video of my Murray, Boulton and Watt presentation at the amazing Temple Works, Holbeck.

It’s a tale of green sand and subterfuge, of how one of the biggest names of the industrial revolution tried to stop a competitor in his tracks…

… also the slides are on Slideshare

… the original blogpost: How to get ahead in business the Boulton and Watt way

… and some context: 1794: A Small Story.

You can see more five-minute videos from my fellow-presenters on the Bettakultcha blog, and book your place for Bettakultcha 2 on Tuesday 27 April.


Murray versus Watt at Bettakultcha

March 3, 2010

My 20 slides from Bettakultcha at Temple Works, Holbeck…

… on which more later, but meanwhile you can also read the original blogpost: How to get ahead in business the Boulton and Watt way.


How to get ahead in business the Boulton and Watt way

December 3, 2009

Dirty tricks among high-tech businesses? I recently came across the original Machiavellian play book for start-ups, and it’s more than 200 years old.

Two of my 1794 heroes were the steam pioneer James Watt and Holbeck engineer Matthew Murray. Both made engines for the textile mills of northern England – in effect the processing power to transform raw wool, flax and cotton into finished cloth. Later, their inventions went mobile to haul the first railway trains.

But the villain of this piece is Watt’s son, also called James, who in 1794 joined his father’s partnership with Matthew Boulton. Within a few years the upstart Leeds foundry of Fenton, Murray and Wood proved a serious competitor to Boulton & Watt’s more famous Soho works in Birmingham.

Matthew locks away the planing machine

The stories of Watt’s feud with Murray are the stuff of Leeds legend, but to understand just how blatant it was you have to revisit the original sources, the letters and newspaper advertisements of the protagonists themselves.

Here, in his own words and those of his contemporaries, we can piece together the business wisdom of James Watt Junior.

Read the rest of this entry »


Steven Johnson presents “The Invention of Air” in Leeds on 3 November

October 5, 2009

If you saw my talks earlier this year at Leeds’ GeekUp or Barcamp, you may recall I recommended reading Steven Johnson’s “The Invention of Air” which tells the tale of pioneering scientist, theologian and political radical Joseph Priestley.

“The Invention of Air” reveals, more than I’d previously appreciated, just how important were Priestley’s experiments during his time as minister at the Mill Hill Chapel, Leeds,  so when I heard Steven was coming to the UK in November, around the time of the book’s publication in paperback, it seemed too good an opportunity to miss.

A couple of cheeky tweets later, I’m delighted to report that the author, the good people at NTI Leeds and Penguin Books obliged: Steven will be talking about Priestley, oxygen, and other interesting stuff, at Leeds Met Rose Bowl on Tuesday 3 November, starting at 6pm. For more details and to register your attendance, see the NTI website.

Whether you’re interested in the history of science, the history of Leeds, or even if you just occasionally breathe air, I hope you’ll come along.


Why Didn’t Anyone Tell Me There Was A Giant Walking Robot?

September 12, 2009

A few weeks ago Imram Ali tweeted a modest proposal that  Leeds’ Temple Works needs a giant robot. As a fan of Miyazaki’s Laputa, I thought this sounded quite cool.

What I didn’t realise until today is that Leeds already has a giant walking robot. Tomorrow is one of it’s rare openings to the public, so if you’re in the area, I strongly recommend you go and see it.

Meet Oddball, a US-made Bucyrus Erie 1150, which worked the open cast coal mine at St Aidan’s, Swillington, near Leeds, until 1983.

Its sheer scale is impressive enough: the largest preserved walking dragline excavator in Western Europe, 1200 tons, the size of 60 double decker buses, apparently.

But the thing is, it walked, the whole thing, backwards, a metre per earth-shaking step, up to a maximum speed of half a mile per hour. Imagine that.

Read the rest of this entry »


Temple Works 3.0 Alpha

June 17, 2009

In December I blogged about the perilous state of Leeds’ Temple Works. Neglected for several years, this Grade I-listed building had suffered a partial collapse, blocking the road outside with shattered masonry and opening up a gaping hole in the roof where sheep once grazed on a covering of grass. Six months on, I’m pleased to report that things are looking up. Repairs are underway and plans afoot for reuse of the building. Last week, thanks to Culture Vulture Emma, I was privileged to get a peek inside.

Here in the heart of the world’s first industrial nation, it’s not unusual to see old places learn to serve new purposes in response to peoples’ changing needs. As traditional manufacturing has moved offshore, countless mills, factories and warehouses have been regenerated as offices, retail, flats and hotels. At Salt’s Mill, Bradford, you can find art and electronics under one roof.

Yet Temple Works stands out from the crowd for so many reasons. At first sight there’s the weighty Egyptian facade, modelled on the Temple of Horus at Edfu, looming incongruously over edge-of-town Holbeck. Inside, you can appreciate the sheer scale of the place; once it was reputedly the largest room in the world. And in its stripped-out state the innovative construction is easily visible. The sun streams in through 66 65 circular skylights.

Scratch the surface for something still more fascinating: in two distinct incarnations Temple Works tells the story of the past 160 years of working life, and with a third it poses tantilising questions about where we go next.

Read the rest of this entry »


Barcamp Leeds 2009 highlights

June 1, 2009

I really enjoyed my day at Barcamp Leeds, part of LSx 2009 – Leeds’ second web festival.

Photo by Nik_Doof under Creative Commons license

Having turned up meaning to talk about kids and code (see separate post) I also ended up reprising The History of Leeds: What Every Geek Should Know, fortuitously followed by Jon Eland on Exposure Leeds‘ vision for Leodis.net, a massive online photographic archive digitised with lottery funding by our local council.

Mohsin Ali, just back from Where 2.0, had also picked up on the growing interest in using old photos and maps as part of mobile, geolocated services. Old is the new new, apparently, especially when it’s out of copyright. I can’t wait to play with this stuff in the cities where I spend my time.

Matt Seward of Kilo75 was thought-provoking on the Art of (Digital) Conversation. So many brands still seem to be stuck in a monologue when dialogue is the order of the day. I can’t help wondering though, whether people really want conversations with brands at all. Surely the only authentic conversations are those with the people who work for brands, not the brands themselves?

Dave Mee’s Merzweb was a revelation. From his associated blog post:

While it feels like our online lives are unprecedented, at least from a technological perspective, they’re not, from an avant-garde art perspective. From the 1920s to the 1950s, a sadly neglected artist from Hanover, Kurt Schwitters, derived his own practice that has earned him accolades from being one of the first multimedia artists, to a pioneer of collage and objets trouvés. I’d like to afford him a new title; Patron saint of the Social Web.

I recently attempted my own One Song to the Tune of Another, so I admire the skill with which Dave weaves together the threads from separate decades and separate media to show that we’re not that different from our forebears.

And how could I forget Microsoft (criticism), John Leach’s latest addtion to the Ukepedia? Seven down, just 2.8 million articles to go :)

There was more, much more, than I’ve written up here. It was a privilege to see a great set of talks in stimulating company, with as many sessions again that I would love to have attended, if possessed of the power to be in two places at once. In particular, I’m sorry to have missed my former colleague Dean Vipond on A Tactile Experience of Digital Music, Sarah Hartley on Blogging in a News Organisation and Emma Bearman‘s Cake and Culture. Maybe next time!

Thanks as ever to the organisers, Imran, Linda, Dom and Tom.


The history of Leeds: What every geek should know

February 20, 2009

It was a privilege to present at this week’s GeekUp Leeds on a topic close to my heart, the amazing industrial heritage of Leeds and why it should be an inspiration to those working in the technology sectors today.

Thanks to Deb and Rob for organising another great event, and to the GeekUp participants for putting up with me.

A few people asked for more info so I’ve put together some pages with my slides, notes and lots of links.

The history of Leeds: What every geek should know – part 1 starts here


Abstract innovation

January 19, 2009

In the spirit of Chris Heathcote’s excellent abstract pointillist powerpoint toolkit, I spent a couple of happy hours putting together 20 slides about Leeds, its industrial heritage and why I find it so inspiring.

I was too late to submit to this week’s Ignite UK North event (but thanks, Imran, for the kind tweet in any case), so I’m sharing the slides here. Some are more abstract than others. Can you guess what each one is meant to be?

View on Slideshare

Update: I presenting on this topic at GeekUp Leeds on Wednesday 18 February under the title The history of Leeds: What every geek should know.