Paul Moran

@pjmoran.bsky.social

Head of User Centred Design @ DVSA Always learning, sometimes drawing. https://linktr.ee/pauljosephmoran

Had a lovely day exploring new materials and techniques in a sketchbook workshop today. Was a delightful way to have a bit of time for me, even better that it was a gift.

Three watercolour ink paints across two pages of an A4 sketchbook. One of a stone gateway in Nin, one of buildings in Zadar and one of the waterfalls at Krka national park, all in CroatiaFour collage pictures of fruit across two A4 sketchbook pages. A slice of watermelon, a cherry, 3 pears, and an orange segment

Excuse me while I dedicate some of my evening attempting to peel stickers from my recently departed laptop #RIP In a David Attenborough whisper…“But not alllll will survive…”

Bild

Had the watercolour pencils and my pens out again recently making this festive robin as a christmas gift. Birds seem to come out quite well, nice to spend some time in creative mode

A watercolour and ink picture of a robin standing on a small log

So great to see this finally go live on GOV.UK over the weekend. Great collaborative effort across departments to move us all forward

Nikola Goger@nikolagoger.bsky.social · 2y ago

One of my favourite piece of work this year went live: designnotes.blog.gov.uk/2024/12/03/u... It was fantastic teaming up with @karakane-kk.bsky.social @andyjones.bsky.social @pjmoran.bsky.social and @tonytoners.bsky.social and getting a new version over the line! Well done, team!

Call yourself an allsort? I’m not sure this is up there with a pure chocolate kitkat finger in the pantheon of confectionary errors, but is one I’ve never seen before. Now you’ve seen it too…

Two pink coconut liquorice allsorts, one which has liquorice in the centre, one which is all coconut

Why do so many strategic initiatives fail? Too often, organisations focus entirely on the target customer experience, without thinking about how they’ll make it real. They want to create a new experience, but their operating model holds them back.

Photo of a green post-it with a hand drawn sketch.

The sketch shows a horizontal arrow with the words ‘E2E experience’. Underneath is a vertical arrow with the words ‘E2E org design + op model’.Photo of a green post-it with a hand drawn sketch.

The sketch shows 4 overlapping circles of different sizes. Inside the circles it says ‘Create an account’, ‘Order a card’, ‘Manage your finances’ and ‘Get financial advice’.Photo of a green post-it with a hand drawn sketch.

The sketch shows a cluster of 4 circles, with arrows going round the outside. It says ‘E2E customer experience’.

Design Leadership Chronicles by Marzia Aricò landed this weekend. Very relatable and love the graphic novel format. The first three stories are all incredibly relevant to me at the moment.

Design Leadership Chronicles by Marzia Aricò book resting on an armchair A frame from the book with an image of a designer and a thought bubble “WOW, THE STRETCH BETWEEN
THE SUPER STRATEGIC AND THE INCREDIBLY TACTICAL
IS SO HARSH.”An image from the book of a team looking at a visual on a wall, with one person saying “THIS MAKES
A LOT OF SENSE.
I HAVE NEVER SEEN IT SHOWN LIKE THIS.”A frame from the book with two people speaking to each other. One is saying “WEVE COMPLETED
THE SERVICE MAP, OUTLINING HOW THE JOURNEYS CONNECT.
THESE ARE THE KEY CUSTOMER JOURNEYS TO FOCUS ON BECAUSE
THAT'S WHERE SIGNIFICANT
OPPORTUNITIES LIE.”

The other is responding “OK, I WANT TO
PRIORITISE THOSE AREAS THAT HAVE THE HIGHEST IMPACT ON CUSTOMERS AND EMPLOYEES.”

One of those days when you can only thank people - friends who knew CPR, paramedics who can defib, pilots who fly helicopters, and the hospital staff able to do everything that follows. Now to get on the road and visit my bro after his adventure yesterday 😵‍💫

Ultimately trying to help people who need to make decisions about a service, and prioritise where the money and effort go, to see a richer picture to inform those decisions 3/3

Thinking that end to end service maps and more detailed customer journeys can help navigate from systems thinking space eg causal loops, into where interventions could be explored. Then working with something like COM-B to explore those intervention spaces. 2/n

Currently thinking about systems maps, service maps and customer journey maps and how they help describe the terrain of a service in different but related ways. Can anyone point to examples of systems mapping and service/journey mapping usefully done together? 1/n

Pleased to have been able to contribute a tiny foreword to support the great work of other people using user centred design in education in this new book - Transforming Higher Education with User Centred Design by Radka Newton, Jean Mutton and Michael Doherty www.routledge.com/Transforming...

Transforming Higher Education With Human-Centred Design

Encouraging a collaborative and thoughtful approach to the wicked problems facing higher education (HE), this book is a showcase of pioneering educators who believe that well-designed education is goo...

routledge.com

I wrote a thing about aging at work. As a woman in tech, the window between being too young to take seriously and past your prime is an incredibly small one. Why is that? And what would happen if we refused to become invisible at work? www.reworked.co/employee-exp...

The Brief 'Professional Prime' for Women in the Workplace

Women can experience ageism as early as their 40s, when stereotypes about age collide with gender biases. What happens if they rejected invisibility?

reworked.co

Tiers (or tears) of FOMO I’ve witnessed @sdingov.bsky.social 1. I’m not at the event 😭 2. I’m at the event and in one great session but also want to be in the other session that everyone said was great too🥳😢 3. I was at the event, but only for 1 day not all 3 and now missing more great talks 😫