https://www.katherinewastell.com/about daily 0.75 2023-09-09 https://www.katherinewastell.com/blog daily 0.75 2026-03-22 https://www.katherinewastell.com/blog/2026/3/22/how-to-map-an-operating-model monthly 0.5 2026-03-23 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/6e813f0b-2406-4607-b8e1-453eb4d24552/visual+1.png Blog - How to map an operating model - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1ae62d2b-3ce7-4fab-8ef9-134c6338fad4/visual+2.png Blog - How to map an operating model - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/3305296d-db9a-4545-9ee0-c278b25bacab/visual+3.png Blog - How to map an operating model - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/e0db21db-53f8-4c9b-862d-117b50eed485/visual+4.png Blog - How to map an operating model - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/95b725fb-ff98-4901-92fc-bc9195ab7761/visual+5.png Blog - How to map an operating model - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/daff471f-cda3-4685-becf-1e416493e356/visual+6.png Blog - How to map an operating model - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/236c81c2-6114-42c0-9a69-2285f154ad89/visual+7.png Blog - How to map an operating model - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/16c84216-9145-4a22-92b2-29d50bea54cb/visual+8.png Blog - How to map an operating model - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2026/3/2/design-in-the-ai-loop monthly 0.5 2026-03-02 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/ef7be49c-09f2-47c3-876a-e3aad4907702/Screenshot+2026-03-02+at+20.15.49.png Blog - Design in the (AI) loop - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2026/1/9/im-building-a-thing monthly 0.5 2026-03-23 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/32dd90c8-a994-4550-a03f-3709e73bc75b/Screenshot+2025-11-28+at+16.24.51.png Blog - I'm building a thing - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2026/1/9/designing-how-organisations-deliver-for-customers monthly 0.5 2026-01-09 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/d2273051-d497-4869-92d0-7282f981f8b4/Stage-layers.png Blog - Designing how organisations deliver for customers - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2025/11/20/every-organisation-has-some-madness monthly 0.5 2025-11-21 https://www.katherinewastell.com/blog/2025/11/7/the-invisible-systems-that-power-delivery monthly 0.5 2025-11-07 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/9b00b166-d24c-4ac6-8de4-85b6f12960ae/Delivery-to-enabling.png Blog - The invisible systems that power delivery - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/055e22a6-1bbb-4905-8e08-91ca0f2d4b6f/journey-patterns.png Blog - The invisible systems that power delivery - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/c960b4be-6a4f-4e89-9883-570b78cfb1df/groups-independent.png Blog - The invisible systems that power delivery - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/21e36c45-fff3-4ac4-b893-2ba58a086b7e/tracks-common.png Blog - The invisible systems that power delivery - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/347da082-6237-4ec2-8ba8-37603be6ad6a/stages-repeatable.png Blog - The invisible systems that power delivery - Stage models and repeatability Stage models - like a university with long learner journeys - thrive on orchestration. The same customer moves through multiple stages over longer periods of time, so consistency and reliability are critical. Enablers are typically repeatable across the customer journey, supporting a deep, interconnected operation. The opportunity is to build tight integration and shared systems that make the whole experience feel coherent end to end. https://www.katherinewastell.com/blog/2025/10/1/forget-the-org-chart-start-with-delivery monthly 0.5 2025-10-01 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/0df685a8-047a-4197-9d7e-7b0934c74ea2/groups.png Blog - Forget the org chart. Start with delivery. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1c9a79d7-11d5-4b76-bd4e-176e6a17c42a/tracks.png Blog - Forget the org chart. Start with delivery. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/54f4f572-fa11-4c74-a61f-ce0636c4aece/stages.png Blog - Forget the org chart. Start with delivery. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2025/11/21/ai-and-design-the-future-of-customer-experience monthly 0.5 2025-11-21 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/5f14df59-4dd9-4096-b050-6b6205d4b1cd/blue-swirl.jpg Blog - AI and design: the future of customer experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2025/3/9/flexible-working-isnt-9-to-5 monthly 0.5 2025-10-01 https://www.katherinewastell.com/blog/think-do-think-do monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/05946991-31fe-4051-854c-7414d8226e44/think+do+think+do.png Blog - think do think do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/designing-on-a-cold-rainy-night-in-stoke monthly 0.5 2025-01-03 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/ee5de305-1eec-406b-af42-9563b10cfe92/Designing+in+the+rain.png Blog - Designing on a cold, rainy night in Stoke - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2024/5/23/mahpv6gkmddp4sujh2qxbm27efgg8g monthly 0.5 2024-05-23 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/2f53859e-148a-4afd-a3a6-327de224760a/Prioritising-Services-1.jpg Blog - How to prioritise your services, and your effort - Make it stand out Example of services for a bank plotted on the matrix, highlighting which services to prioritise https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/8d9b28fe-8e0d-4c68-ba79-2a935b0e59f0/Prioritising-Services-2.jpg Blog - How to prioritise your services, and your effort - Make it stand out Example of services for a bank placed in priority order of where to focus effort. https://www.katherinewastell.com/blog/2024/3/11/is-it-a-product-is-it-a-service monthly 0.5 2024-03-11 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/7fe84a00-f393-483a-bd9e-dde05360ee85/Products+services+platforms.png Blog - Is it a product, is it a service...? - Make it stand out How services, products and platforms work together. https://www.katherinewastell.com/blog/2024/2/27/creativity-in-design monthly 0.5 2024-02-27 https://www.katherinewastell.com/blog/2024/2/27/doing-user-research-to-inform-strategy monthly 0.5 2024-03-06 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/d21bbfbd-cdcb-476a-be60-ab4a9e894ff6/Qual+research+methods.png Blog - Doing user research to inform strategy - Make it stand out A visual map, showing different qualitative research methods, plotted between structured vs unstructured, and observational vs conversational. This is not an exhaustive list of all qualitative research methods. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/3cc6c021-04cd-4a13-a8c5-9aed74db51f1/Customer+needs+to+strategy.png Blog - Doing user research to inform strategy - Make it stand out The path from understanding your customers’ needs to shaping organisational strategy, through to products and services https://www.katherinewastell.com/blog/2023/11/17/the-phases-of-establishing-design monthly 0.5 2024-03-06 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1700238273739-OSHRGBO7TCIKKW6G9YM6/Progression+framework+example.png Blog - The phases of establishing design - Example of a progression framework This example shows the capability that’s needed at each level in design. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1700238273509-DR0YTEWRXPXSQGW8ZUBX/Skills+framework+example.png Blog - The phases of establishing design - Example of a skills framework This example shows how skills can be assessed for designers working in different design practices, across the spectrum of generalist to specialist. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/ba1159c9-efce-4275-9dd7-3f63fb5d4ae8/Levels+and+phases+of+establishing+design.jpg Blog - The phases of establishing design How the size of design’s influence scales across the phases of establishing design. https://www.katherinewastell.com/blog/2023/10/24/the-player-coach-design-leader monthly 0.5 2024-03-06 https://www.katherinewastell.com/blog/2023/collaborative-synthesis monthly 0.5 2024-03-06 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/e8573cbf-91cd-48f9-ac20-f9baee318854/Screenshot+2023-10-14+at+16.57.21.png Blog - Rapid and collaborative synthesis - Make it stand out A screenshot from a Miro board from some recent client work, where the team worked together to synthesise findings from stakeholder interviews. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/5794c844-c6b8-4331-ba11-160eb90ed266/Screenshot+2023-10-14+at+17.26.23.png Blog - Rapid and collaborative synthesis - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2023/9/22/appreciation-workshop-with-miro-template monthly 0.5 2024-03-06 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/bab5744c-05bc-4abf-a4b5-b434419e4872/Appreciation+overview.jpeg Blog - Appreciation workshop (with Miro template) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/ee766e58-3b65-439f-838a-7a535c83a212/Live+appreciation.jpeg Blog - Appreciation workshop (with Miro template) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.katherinewastell.com/blog/2023/9/12/the-privilege-and-discrimination-of-genius monthly 0.5 2024-03-06 https://www.katherinewastell.com/blog/2023/9/9/complex-organisations-simple-services monthly 0.5 2024-03-06 https://www.katherinewastell.com/blog/why-user-needs-must-inform-business-goals monthly 0.5 2024-03-06 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/d619fa73-704a-4170-ac4b-0b9e28652e20/IMG_3763+2.jpg Blog - Why user needs must inform business goals - Make it stand out A workshop with (left to right) the Open University's Director of Operations, Nicholas Macarte, and PD's Stacey and Francis. https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/ff512312-5ed1-43c7-b2e5-b9f873e9bb92/Problem-Opportunity-Impact.jpg Blog - Why user needs must inform business goals - Make it stand out A problem-opportunity-impact graph examining the user needs of an online news site https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/25a0ddd4-d82f-4a4a-8743-176987c6ea9a/Untitled+design+%281%29.png Blog - Why user needs must inform business goals - Make it stand out The Open University’s student support service strategy https://www.katherinewastell.com/home-1 daily 1.0 2026-03-02 https://images.squarespace-cdn.com/content/v1/58d00f106b8f5b01c8e73f52/1491858366054-VN3632LUL8YNY0SH4RCQ/color-3.png Home https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1709755240828-UNLNSOJIHBQHLK10TNNS/Visual+wall.jpeg Home https://www.katherinewastell.com/contact daily 0.75 2022-01-04 https://www.katherinewastell.com/design-at-scale daily 0.75 2022-01-03 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1641229897926-A3ZWMBWN8X3SZ9X2OWT0/IMG_0781.jpg Design at scale https://www.katherinewastell.com/strategic-direction daily 0.75 2022-07-06 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1641229952330-KPTIPBNVEZ0QWDEAXZ2L/IMG_0229%2B3.jpg Strategic direction https://www.katherinewastell.com/overview daily 0.75 2023-10-26 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1484839779645-IDOFU6XRJS1ULN41XZJP/header-3.jpg Overview https://www.katherinewastell.com/setting-the-standard daily 0.75 2022-01-04 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1641330858643-CK8OG2QQ1Q7D8OYK5VE0/IMG_4029.jpg Setting the standard for design https://www.katherinewastell.com/forward-thinking daily 0.75 2022-01-04 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1641333644896-479DCHAWYDZE1QX8R7VA/IMG_6344.jpg Forward thinking https://www.katherinewastell.com/inspirational-leadership daily 0.75 2022-01-04 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1641333439478-KHBPHX0T4M7JU4BOBO1L/IMG_7777.jpg Inspirational leadership https://www.katherinewastell.com/holistic-experience daily 0.75 2022-01-07 https://images.squarespace-cdn.com/content/v1/587f360bff7c5019ea462ee2/1641329871690-D1AX79BDC0Q6N0MEZX5X/IMG_3899.jpg Holistic experience https://www.katherinewastell.com/social-sofia daily 0.75 2025-05-12 https://www.katherinewastell.com/contact-sofia daily 0.75 2025-05-12 https://images.squarespace-cdn.com/content/v1/58d00f106b8f5b01c8e73f52/1491858427382-L46N6OML0EQRY4L20YNX/color-3.png Contact