Mental Model

January 27, 2020
Outside in 7548435994

A lot of organisations talk outside in but their systems are not designed outside in – Interview with John Seddon of The Vanguard Method

Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of […]
January 5, 2015

Are your mental models getting in the way of improving your customer experience?

Every now and again I read something and it makes me stop and think. However, on further reflection it becomes clear how and why the example […]