Will Harmer

Service designer
Prev: @CitImmCanada, @HomesEngland, @gdsteam, and @Liveworkstudio

[Will Harmer @w_harmer]

@WestJet @WestJet I am not going to spend hours on hold to rectify your mistakes.

[Will Harmer @w_harmer]

@WestJet is absolutely useless. My partner was looking forward to her business class flight to Rome, but was informed while boarding that her seat was broken and that they forgot her vegan meal. She needs to be fully refunded.

[Will Harmer @w_harmer]

@WestJet @WestJet I submitted feedback, but I want this sorted immediately. This was a very expensive flight and we have been screwed around in the past, trying to get reimbursed for previous Westjet errors.

[Ignacia Orellana @ignaciaorellana]

Back from holidays, setting up all the admin things for my ltd company, and now ready to get started. I have availability for contracts from September. DM me if you need a service design consultant to help your organisation build better services and achieve outcomes.

[Will Harmer @w_harmer]

@lucymstewart Thanks Lucy! I didn't realize how hard it actually is, am kind of over it already - I am used to the London balcony gardening.

[Will Harmer @w_harmer]

After a month of attempting to revive our garden, I am now looking for new service design opportunities in the private or public sectors.

If you have any recommendations of roles or organizations I should look into please let me know - open to remote work🌱

[Kuba Bartwicki @kubabartwicki]

Wrote about what I learned doing service design in a transformation programme at @HomesEngland https://t.co/FIIhrtRQbb

[Will Harmer @w_harmer]

This post has been year(s) in the making, thanks to everyone who contributed, commented, edited, critiqued, and published. Special shoutout to @Martin_Jordan and @ignaciaorellana for chasing me across countries to get it done!

[Will Harmer @w_harmer]

@primrozehill Posh cheddar and pickle, there is no debate.

[Laura Yarrow @laura_yarrow]

Over the years the most common designer complaint has always been "No one listens" and "UX isn't a priority/understood", so I want to throw something controversial out there:

Some of this is our doing.

A quick(ish) thread on why and how to fix it 🧵
#uxdesign #design #ux

[Will Harmer @w_harmer]

I'm growing increasingly tired of people who throw shade from the sidelines at teams who are trying to deliver great work in the public sector –– Especially when they have never delivered products and services in their careers.

[Sean Boots @sboots]

“Without an easy way for teams to try out new technologies, new software, and new designs, you wind up stifling your long-term ability to incrementally modernize.” 💯💯 Phenomenal post from @pcraig3 #GCdigital https://t.co/BJu4KzgESH

[Techni-Calli @Iwillleavenow]

I am so sick of people in tech digitizing existing unjust systems and pretending that makes them innovative.

Innovation would be actually imagining a better world and a better way of doing things. Analog to digital does not mean better.

[Will Harmer @w_harmer]

@Martin_Jordan Will you be recording this? Keen to see it, but not keen to wake up in the middle of the night.

[Amanda 🏳️‍🌈🔮 @ayymanduh]

"No single institution or organisation will have all the levers for change, which is why working together across boundaries on shared outcomes, and working in the open is essential."

Here's my blog post on experimenting with the Service Communities model.
https://t.co/gGB4Fiv3TQ

[Paul Craig @pcraig3]

🚨 New project alert: Federal Field Notes! 🚨

Why is it so hard to make a website for the (Canadian) government?

A reflection on how much paperwork was required to build and releasing a small website for a large Canadian federal department: https://t.co/jPcyLY0Pvr

[Kara Kane @KaraKane_kk]

When senior leaders tell you to 'just learn the jargon' and get used to it. Rather than encouraging everyone to use plain English—which is better for everyone and more accessible. 🤔

[Will Harmer @w_harmer]

@emanelfy @Martha_Edwards @sagecram @spydergrrl Amazing! Would love to join that slack workspace.

[Will Harmer @w_harmer]

Are there any cross-gov design communities in 🇨🇦? Keen to link up with designers in other departments.

[Will Harmer @w_harmer]

Starting a new gig this week and am feeling all the emotions. Super excited to be joining Immigration, Refugees and Citizenship Canada. Despite my excitement, remote onboarding still kills me 😰