Service design playbook for Incommunities
I worked with teams across operations, digital, customer experience and governance to co-create a practical service design playbook. We shaped it through workshops, tested content with live teams and made sure it worked for both digital and non-digital services.
The playbook includes step by step guidance, templates and real housing service examples. It also outlines simple ways to embed tenant journey mapping, user research and inclusive service design in everyday work.
It’s now used to support new projects, onboard staff and guide how change in housing is done across the organisation.
What people say
“Dave has a great way of bringing groups of people and individuals along the journey by injecting a bit of fun along the way. He has great coaching skills and isn't afraid of to face into the unknown.”
— Shaheda, Head of Change
“Dave brought exceptional agile change management skills to life for me and my team, where we not only understood agile but we really got it. His guidance has been integral to adopting our new agile strategy.”
— Helen, Head of People
“I'm grateful to Dave on is the lead he has taken in championing Service Design within our Organisation and thanks to his perseverance I believe we'll see a much brighter future for our customers.”