Katherine Wastell
@kwastell.bsky.social
Helping organisations create better customer and colleague experiences through service design and digital transformation.
Senior Design Director at public.digital. Ex Co-op Digital, BBC.
katherinewastell.com
Senior Design Director at public.digital. Ex Co-op Digital, BBC.
katherinewastell.com
Our latest @publicdigital.bsky.social book, competitive advantage by design, is here.
Today, design approaches shape how modern businesses are run.
This is a collection of stories that remind us of the joy of design and its transformative potential.
Get your copy public.digital/pd-design-book
Today, design approaches shape how modern businesses are run.
This is a collection of stories that remind us of the joy of design and its transformative potential.
Get your copy public.digital/pd-design-book
July 30, 2025 at 9:12 PM
Our latest @publicdigital.bsky.social book, competitive advantage by design, is here.
Today, design approaches shape how modern businesses are run.
This is a collection of stories that remind us of the joy of design and its transformative potential.
Get your copy public.digital/pd-design-book
Today, design approaches shape how modern businesses are run.
This is a collection of stories that remind us of the joy of design and its transformative potential.
Get your copy public.digital/pd-design-book
What a beauty 😍
www.ithoughtaboutthatalot.com/product/itat...
@amymcnichol.bsky.social @allconsuming.bsky.social
www.ithoughtaboutthatalot.com/product/itat...
@amymcnichol.bsky.social @allconsuming.bsky.social
December 4, 2024 at 12:16 PM
Design how teams work together to make the end-to-end experience real. It’s not just about vision — it’s about delivery. Build teams with the right skills and group them to deliver the experience. Shape how your organisation runs, how colleagues are supported, and how teams work together every day.
November 21, 2024 at 9:16 PM
Design how teams work together to make the end-to-end experience real. It’s not just about vision — it’s about delivery. Build teams with the right skills and group them to deliver the experience. Shape how your organisation runs, how colleagues are supported, and how teams work together every day.
How you organise work should reflect what’s most important in the end-to-end experience. A seamless experience comes from all the parts working together so customers don’t feel the joins. Focus on key interactions and journeys, map how services connect, and prioritise around what’s most important.
November 21, 2024 at 9:10 PM
How you organise work should reflect what’s most important in the end-to-end experience. A seamless experience comes from all the parts working together so customers don’t feel the joins. Focus on key interactions and journeys, map how services connect, and prioritise around what’s most important.
To realise an E2E (end-to-end) experience you have to reflect it E2E in your organisation. Knowing the problems, having a vision and setting priorities isn’t all. If customer are leaving, delivery is slow and teams are siloed the issue runs deeper. You need to design how your organisation works E2E.
November 21, 2024 at 9:08 PM
To realise an E2E (end-to-end) experience you have to reflect it E2E in your organisation. Knowing the problems, having a vision and setting priorities isn’t all. If customer are leaving, delivery is slow and teams are siloed the issue runs deeper. You need to design how your organisation works E2E.
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.
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.
November 21, 2024 at 9:05 PM
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.
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.
Doing user research is about looking for clues. And while user research can’t provide certainty, it will inform the bets you place in your organisational strategy.
Doing user research to inform strategy: public.digital/2024/02/21/d...
Doing user research to inform strategy: public.digital/2024/02/21/d...
February 22, 2024 at 2:53 PM
Doing user research is about looking for clues. And while user research can’t provide certainty, it will inform the bets you place in your organisational strategy.
Doing user research to inform strategy: public.digital/2024/02/21/d...
Doing user research to inform strategy: public.digital/2024/02/21/d...
This is making me very happy today… the start of a design community of practice at @publicdigital.bsky.social
January 19, 2024 at 4:24 PM
This is making me very happy today… the start of a design community of practice at @publicdigital.bsky.social