Good Services

Conway’s law show is that, above anything else, communication is the one thing that either makes or breaks your service’s ability to provide something that works for your user. Rather than looking at the ways we can collaborate and work together better, we fixate on getting the perfect structure that will allow everything to work perfectly with minimal crossover. This often results in a proliferation of separate business units, organisations and sub-brands to deliver parts of our service ‘efficiently’, when what we are really doing is sacrificing communication across the whole journey for a marginally easier way of delivering a single bit of a service.