iiinova — where your digital self keeps evolving

Sarah Drummond @rufflemuffin.bsky.social · 17h

AI is going to lose small businesses work. Hiring an electrician (I've used before). They've plugged AI to their Whatsapp. 100% know trade admin is hard to balance. But, day 3, and stuck in a loop of trying to book a call out after explaining on day 1 the issue and the AI saying they'd check dates

Whats app conversation:

After asking to get back on dates, an AI whatsapp bot replies: Hi Sarah! I'd be happy to help you find a time for our team to visit.
To get started, what kind of electrical service do you need? We offer things like *Emergency Electrician* call-outs, *EICR inspections*, and *EV Charger* installations.
Let me know what you're looking for!

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The School of Good Services @theschoolofgood.bsky.social · 29/09/2026

Due to popular demand, we've added some NEW courses to the end of 2026 at the School of Good Services There is a NEW 'Service Design Leadership' course taking place on November 24th and December 1st and NEW Stakeholder Leadership course on the 26th November All courses on good.services/courses

Promotional poster for a 2‑day Service Design Leadership course on a blue background, left shows the course title and a black vertical abstract pattern, right displays a testimonial praising renewed energy, inspiration and confidence with stronger strategy and new tools.

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Sarah Drummond @rufflemuffin.bsky.social · 28/09/2026

Sitting in outside cafe in Kings Cross. Photographer around. 3m from us, takes a photo. When I looked up first time down his lens, he turns away Comes back, then lens pointed RIGHT at us. Asked if he took a photo of us-he said no just the cafe.. What would you do? Ask to be deleted? Leave it?

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Sarah Drummond @rufflemuffin.bsky.social · 25/09/2026

Re-thinking how I wrote this sentiment this morning. I've no problem with an AI based tool helping to correct/tweak some grammar But don't ask it to produce the entire content of your communication when you will be interacting with another human. Y'all just sounding the same.

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Sarah Drummond @rufflemuffin.bsky.social · 25/09/2026

Algorithms are whack these days, specially on Linked-in. When I've posted a pedantic post about some niche thing in service design that's got an opinion it's had 10000+ views. When I post about core human rights stuff and call to action <500

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

Very worn down by folks writing their emails with AI. It’s SO see through. The big giveaway is the last line of every paragraph is a sort of fence sitting reasoning Remember AI is totally sycophantic, even the devs can’t work out why. It’s stopping us from talking like humans to each other

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Lou Downe @loudowne.bsky.social · 24/09/2026

Season 1 of the Bad Service Podcast comes to an end today. In episode 13, we talk about the statement we often use: Service design is 10% design, 90% creating the conditions for design to happen. good.services/badservicesp...

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

Today is the last day to tell the Government you want to hear the voices of LGBTQ+ people impacted by Section 28, a law that banned the promotion of homosexuality from 1988-2003 petition.parliament.uk/petitions/76...

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Sarah Drummond @rufflemuffin.bsky.social · 23/09/2026

Ireland/Dublin @loudowne.bsky.social is doing a mini book launch event with @ncad-ireland.bsky.social design labs on the 7th October in the evening. Tickets in the post below!

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Lou Downe @loudowne.bsky.social · 22/09/2026

Bad Services is out internationally today! To celebrate I'm hosting two conversations on local time zones. I thought I'd give time for the book to get out there, and then discuss your reflections and questions on the themes in the book (1/1)

Person in a white shirt, bright green tie and socks sitting between two green chairs, holding a whiteboard that reads "BAD SERVICES" to convey a negative review of service.

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Helen Simmons (She/Her) @littlehen.bsky.social · 21/09/2026

Doing interesting work in service design? Would you like to share it with researchers, practitioners, educators & students in Newcastle upon Tyne at #ServDes2027 #DesigningInTheShadows? Full Papers due 15 Nov, Other Submissions: 1 Dec #PhDSky #AcademicSky #DesignSky #ServiceDesign

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

Doing research for my film on free archive around Labour being elected in 1997 for a scene Found their political broadcast www.youtube.com/watch?v=gi5j... Just so fascinated of difference in my life time (I was around 11) parties moving from 'hope' to 'hate' centric campaigning in 25 years

youtube.com

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

Barcelona... Going to be running a workshop with @loudowne.bsky.social on Bad Services and how to fix them with @theschoolofgood.bsky.social on 17th October Tickets: sddisrupted.org/satellite-wo... It's part of Service Design Disrupted Conference Come?!

Two people standing with old phones held up to their ears in blck coats. One has short hair wit glasses, the other medium length hair

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

Feel like there's a new phrase needed from 'read between the lines' to 'try and figure out the original prompt' so I can understand someone's sentiment and POV when they email me, cos it's all AI. What's it doing to us? Sycophantic AI decreases prosocial intentions www.science.org/doi/10.1126/...

science.org

Sycophantic AI decreases prosocial intentions and promotes dependence

Despite rising concerns about sycophancy—excessive agreement or flattery from artificial intelligence (AI) systems—little is known about its prevalence or consequences. We show that sycophancy is wide...

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

A new technology used by over 1 billion people. What's the impact on people and our relationships with chatbots? Really enjoying this season of Black Box from @theguardian.com Some harrowing stories, + good but alarming context about pace of tech>product>users www.theguardian.com/technology/s...

theguardian.com

Black Box: The Chatbots | The Guardian

<p>People are becoming convinced they have made scientific breakthroughs, cured diseases or invented new technologies using AI chatbots. What does this reveal about a technology now used by more than ...

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Sarah Drummond @rufflemuffin.bsky.social · 15/09/2026

Big Gov departments with multimultimulti million pound budgets. Go on, if you want a speaker who's doing interesting things to teach your staff, maybe set aside a little budget for offering to folks to speak who are self employed? 'Good Opportunity' for you only goes so far...

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Sarah Drummond @rufflemuffin.bsky.social · 13/09/2026

Puppies you say? I'm still collecting puppy videos. If you have some, or a friend or family member has some and want their puppy (or dog) featured, would love to have them. All dogs/puppies credited. puppiesforlucky.netlify.app If faff on the URL, just DM me to email them to me

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Sarah Drummond @rufflemuffin.bsky.social · 10/09/2026

Getting that small joy when something you built really is used by people and quickly I built a tracker for our main road in and out of our village It’s closed on and off due to major works, with a lack of clear information from various public bodies. People started using it immediately

A small micro webpage that shows if the road is open or closed

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Lou Downe @loudowne.bsky.social · 10/09/2026

At the Bad Services Corporation we have 15 principles of Bad Service Design. Principle #2: A bad service does not enable users to complete the outcome they set out to Make sure you've completed your induction: good.services/writing/a-ba...

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Sarah Drummond @rufflemuffin.bsky.social · 10/09/2026

A bad service does not enable a user to complete the outcome they set out to do Had a bit too much fun making these, 13 to go!

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The School of Good Services @theschoolofgood.bsky.social · 08/09/2026

Our structure defines the shape of our services Joining materials is fundamental to any design discipline. Our work needs to focus on designing better conversations and finding better ways to work together to deliver more joined up services that work for people. good.services/writing/orga...

Large heading: "Joining materials is fundamental to any design discipline — so too with service design." Right panel shows a black-and-white photo of men in caps and aprons hand-stitching heavy canvas in a workshop, suggesting traditional craft and collaborative workmanship.

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Sarah Drummond @rufflemuffin.bsky.social · 07/09/2026

Still looking for puppy videos. Do you or family members have videos of puppies (young dogs ok too, happy to have dogs) puppiesforlucky.netlify.app You can upload them on the above link or just DM me and I'll give you an email to send them on. As a thank you, puppy names in the credits

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Sarah Drummond @rufflemuffin.bsky.social · 06/09/2026

A strange request. Do you have videos/clips of puppies, or young dogs? I'm making a small music video for a neighbour and it's got alot of puppies in it. If you are happy to share there is an upload link below or DM me for an email to Wetranser. puppiesforlucky.netlify.app Just for some joy!

Three grey puppies on a sign, it says Lucky and 'Do you have puppy videos you would like to share for an indie music video?'

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Sarah Drummond @rufflemuffin.bsky.social · 06/09/2026

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The School of Good Services @theschoolofgood.bsky.social · 03/09/2026

Episode 12 of Bad Services is out on STRUCTURE. We delve into the challenge of siloes, and how they impact the delivery of good services. We weave between types of siloes, Austrian scythes and Conway's Law. good.services/badservicesp...

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The School of Good Services @theschoolofgood.bsky.social · 25/08/2026

Bad Services is going to be in Europe - we are going on another short book tour! After a fun launch touring around the UK and visiting some of our collaborators past and present to put on Bad Service events, we are headed to Europe in October. We're going to be in...

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Sarah Drummond @rufflemuffin.bsky.social · 25/08/2026

In other news. For my birthday weekend, the media gave me the gift of flagging the extremely disappointing response from the Government to our petition for a public inquiry into Section 28. We were in the mirror, attitude, Queer AF, Scene Magazine and Pink News. All agreeing a pitiful response.

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Sarah Drummond @rufflemuffin.bsky.social · 24/08/2026

My 40th happened It was a fever dream talent show with old and new friends I can't even begin to describe it, so you'll just have to guess from the pictures A weekend that will stay with me for a very long time

A person in blonde wig crowd surfing inside a barn

a person in blonde wig in front of sign that says Sarah is 40

A person in dress holding a sign against a clap o meter

Two people elated, dressed in blue leotards with tassels, out stretched on a ride on lawn mower with ribbons as a crowd watches on

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Sarah Drummond @rufflemuffin.bsky.social · 20/08/2026

We are so grateful to the 26,236 people who signed the petition, and although it has now closed the campaign is far from over. Today, the Government has provided their initial response, which you can read on their platform. Our full response: section28justice.co.uk/coalition/ne...

The Government responded to our petition for a public inquiry into Section 28

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The School of Good Services @theschoolofgood.bsky.social · 18/08/2026

A new podcast episode is here, this time on Risk. In episode 11, we talk about how the decisions we make in services, and how we design them are influenced by how an organisation treats and responds to risk. good.services/badservicesp...

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Sarah Drummond @rufflemuffin.bsky.social · 17/08/2026

Been a real journey renovating a very old property and respecting the materials and making it breathe again properly We’ve been holding our nerve lime painting our walls which started very orange by accident. Used a soil pigment from outside our house and Lou’s parents ❤️ Looks not bad..

A lampshade covered in plastics with paint blotchy on wall and ladder

An old style room with wooden floor, ba thy and large bed

An old style room with wooden floor, bath tub and beige lime wash walls

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Sarah Drummond @rufflemuffin.bsky.social · 14/08/2026

Bloody hell I thought that was my fire alarm. I’m not sure that sort of information should be shared on a communications method that is about urgent emergency action Surely that’s more of a government briefing on the telly?

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Sarah Drummond @rufflemuffin.bsky.social · 14/08/2026

At the Bad Services Corporation we have 15 principles of Bad Service Design We’re rolling out our training today over the next few months, principle by principle Take a seat, grab a pen+paper; Principle #1: A bad service is hard to find good.services/writing/a-ba...

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Sarah Drummond @rufflemuffin.bsky.social · 11/08/2026

You know I have this joke that getting on a train now in the UK never works out if you’re travelling up/down country I tell people at the other end don’t book anything close to arrival time as it is likely I’ll be delayed or train cancelled Rest of the world - I give you UK trains cross country

A sign on side of train says ‘out of service’

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Lou Downe @loudowne.bsky.social · 11/08/2026

Ever noticed that it's the services that are the worst that find it the hardest to change? This isn’t a coincidence. Bad services actively create bad relationships with users good.services/writing/bad-services-create-bad-relationships-with-users

Bold green headline on purple background reads "Bad services create bad relationships with users," warning that poor services damage user relationships.

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Sarah Drummond @rufflemuffin.bsky.social · 09/08/2026

A weekend of crazy lime plastering and attempting to restore an old house back to its original intended materials

A wooden framed door in an old house and wall

A person in a blue jump suit with paint over it and large goggles

Person in blue workwear covered in paint in front of walls and clear sheets covering furniture

A warmer paint on the walls of an old
Room

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Sarah Drummond @rufflemuffin.bsky.social · 08/08/2026

Just learned it’s #internationalcatday Here’s Neeps being a grass diva

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Sarah Drummond @rufflemuffin.bsky.social · 07/08/2026

In my daily 'I can't help it, I judge every service' out there gripe. Today, DHL using the term "As the crow flies" in their copy to explain distance and charges. Is it me? But like, does everyone know what that means? Isn't it an English idiom? What about other languages? 🤔

Screenshot says depot collection, and 'Which depot would you like your parcel delivered to? Please note distance is calculated as the crow flies...'

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Dean Vipond @deanvipond.bsky.social · 06/08/2026

Each email from Companies House acts like those talking door knockers from Labyrinth. One cannot lie, the other cannot tell the truth. Now verify your identity.

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Sarah Drummond @rufflemuffin.bsky.social · 05/08/2026

Absolute shambles of verifying your identity for Company House. Swear down I'd done this, logged into everything, assigned companies to my name, provided codes when submitting statements and just found out, I'm still not verified I am DIGITALLY LITERATE! Now sucking up the customer support time

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The School of Good Services @theschoolofgood.bsky.social · 04/08/2026

Why is the old leadership trope of 'Don't get involved in the detail' bad for delivering good services? Our new episode of Bad Services podcast on materials is out now and why we need to care about the detail good.services/badservicespodcast/episode010

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Sarah Drummond @rufflemuffin.bsky.social · 28/07/2026

Just wanted to take a moment and reflect on our 25,000+ signatures for a public inquiry into Section 28's impact. If everyone who signed it got 3 people to sign it we'd be at 100,000. This is part of wider work we're doing to get an apology for this law. petition.parliament.uk/petitions/76...

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Sarah Drummond @rufflemuffin.bsky.social · 25/07/2026

One of my favourite things of being on the local community WhatsApp is people accidentally leaving 5 second audio clips and not deleting them Gives you such an insight into the ambient noise of homes and village life

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Sarah Drummond @rufflemuffin.bsky.social · 19/07/2026

Peak World Cup unlocked. Watching Spain in World Cup final in Spain

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Sarah Drummond @rufflemuffin.bsky.social · 19/07/2026

Nice touch letting Bellingham take the final run there

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Sarah Drummond @rufflemuffin.bsky.social · 18/07/2026

Can someone fill me in, have managed to get the England vs France match in Spain to play So… are France just not trying at all, like really, is this the approach to the game?

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Lou Downe @loudowne.bsky.social · 17/07/2026

Last week, we introduced chapter 1 of Bad Services: Purpose Every service has a purpose,but for every purpose, there are infinite possible services..how do you pick the right way of delivering that purpose if you’re starting from scratch? More on purpose/services: good.services/writing/ever...

Every purpose has infinite service possibilities

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Cathy Dutton @cathydutton.co.uk · 10/07/2026

In a break from my usual Funding service posts, I’ve written about my other portfolio. And one of my favourite things, Portals! The portal trap cathydutton.co.uk/posts/the-po...

cathydutton.co.uk

The portal trap

No one likes portals, one-stop shops, single front doors or gateways, so why are they the go-to solution for so many large organisations?

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Sarah Drummond @rufflemuffin.bsky.social · 08/07/2026

Took a break to build BinFax for the people of Clacton binfax.netlify.app

A ceefax page in black with yellow and white font. It says One man, one bin, one chance to save clacton.

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