iiinova — where your digital self keeps evolving

Sarah Drummond @rufflemuffin.bsky.social · 30/09/2026

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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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 · 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 · 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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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 · 25/08/2026

Ending the night dancing until very wee small hours. Honestly, best weekend ever.

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

Doing my 1st and possibly last ever crowdsurf

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

My brother nailing the entirety of popcorn to much delight

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

Zahra, our 3rd and last contestent, hitting the Whitney snare on the beat, crowd goes wild.

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

@simonwillison.net doing Welcome to the Internet without any notes, hitting every beat, every word. Marvelous!

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

So many talents on show: Matt's water sound talent

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

Might actually release this very gentle Born Slippy remix I made. Absolute scenes ending on this, had a mini cry the next day.

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

Highlight may have been club choir, a 10 minute medley of the best 90s classics, where I got to play a Kazoo solo to Darude's Sandstorm

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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 disappointed the Government response has focussed on progress for LGBTQ+ communities generally rather than the core issue of the petition

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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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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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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

Here’s haggis having his hair brushed Which he insists on about ten times a day

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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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Sarah Drummond @rufflemuffin.bsky.social · 06/08/2026

Literal definition of service cups Currently in the choose your own adventure part of being a PSC and a director 🧩

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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 · 19/07/2026

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

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

Have added Binface runner to the Binfax Dodge the Farages and rubbish piles. Channel 800

A ceefax style page with a bin that says Press space or tap to start

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

Took a break to build BinFax binfax.netlify.app

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Sarah Drummond @rufflemuffin.bsky.social · 06/07/2026

What a weekend at Pride in London, 2026 Despite having lived in London on and off for 10 years, for various reasons I have never made it to London Pride. This time, I marched campaigning for a public inquiry into Section 28 (which you can sign below!) petition.parliament.uk/petitions/76...

A placard says A public inquiry into Section 28 now!

A placard that is pink says Say no to LGBTQ+ censorship

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Sarah Drummond @rufflemuffin.bsky.social · 03/07/2026

Excited to have been awarded a recipient of the First Flights Pro short film fund filming this year Lesbus is about the worlds first lesbian removal company which still runs today under the name Shirley’s removals Started in the 80s we track Shirley’s final move from her home

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Sarah Drummond @rufflemuffin.bsky.social · 01/07/2026

One of my particular fave was Oculus a band who joined us playing hold music classics including Opus-1

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Sarah Drummond @rufflemuffin.bsky.social · 01/07/2026

What a joyful launch party that was last night The room was PACKED for @loudowne.bsky.social new book launch, Bad Services I saw so many people, barely spoke to any of you for more than 2 minutes, but enjoyed my shop keep role selling books Absolute joy!

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Sarah Drummond @rufflemuffin.bsky.social · 25/06/2026

The Bad Service Corporation faces into the familiar patterns of Bad Services many of us experience. These are the inverse of the Good Service Principles.

A bad services is: Principles poster in green

The 15 principles of bad service design
A bad service:
1 Is hard to find
2 Does not enable users to complete
the outcome they set out to
3 Does not explain its purpose
4 Does not set expectations a user has of it
5 Works in a way that is extremely unfamiliar
6 Requires prior knowledge to use
7 Is defined by organisational structures
8 Requires the maximum possible
steps to complete
9 Is inconsistent throughout
10 Has multiple dead ends
11 Is usable by a select few, unevenly
12 Encourages the wrong behaviours
from users and staff
13 Never responds to change
14 Never explains why a decision
has been made
15 Makes it hard to get human assistance

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Sarah Drummond @rufflemuffin.bsky.social · 25/06/2026

The Bad Service Corporation is a creative concept from The School of Good Services. We created it to interrogate the reality of Bad Services and the organisations that deliver them.

Two people in green jackets, sitting side by side at a table. One label says accounts, the other says Billing

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Sarah Drummond @rufflemuffin.bsky.social · 25/06/2026

Bad Services is out today and we’d like to take this opportunity to announce our unwavering support for services that don't work. So much so that we've launched our new sister company - The Bad Services Corporation Welcome to your Bad Services Corporation staff induction. badservicescorp.com

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Sarah Drummond @rufflemuffin.bsky.social · 24/06/2026

Found the football in Barcelona 👏

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Sarah Drummond @rufflemuffin.bsky.social · 19/06/2026

COME ON 🏴󠁧󠁢󠁳󠁣󠁴󠁿

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Sarah Drummond @rufflemuffin.bsky.social · 18/06/2026

We'll be seeing your for the Bad Services Corporation induction June 25th 2026 badservicescorp.com

A green paper, looks corporate, says Bad Services Corporation, Looking forward to seeing you at your Bad Services Corp induction soon, Lou Downe

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Sarah Drummond @rufflemuffin.bsky.social · 17/06/2026

Best I’ve seen England play in a while. Glad to see rashford back

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Sarah Drummond @rufflemuffin.bsky.social · 17/06/2026

We in Pink news www.thepinknews.com/2026/06/17/m... Lots moving now on this petition - in the background too 👏

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Sarah Drummond @rufflemuffin.bsky.social · 14/06/2026

No Scotland no party! Watched the match at a rave 🤣

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Sarah Drummond @rufflemuffin.bsky.social · 12/06/2026

We reached 10000 signatures!!! This means that Government has to respond to us. It is what we wanted. Of course 100000 would be amazing, which could lead to a public inquiry but we wanted the response first.

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