Human-centred design presents a practical approach to use human-centred design concepts to help create, deliver and support IT services. Full of examples, illustrations, stories, definitions and experiences, the author shows the importance of user-experience and presents a double-diamond model as a structure to design value streams.

The author was co-chair and adviser of a board representing some 300 of the world's airlines. For two years,she led the transformation of IT support models and service level agreements between the airlines and their service providers. The job enabled her to travel, meet leading experts in their fields, work in new and exciting industries, and immerse myself in varied workplace cultures.