Michael is passionate about... service design methodologies, service design thinking, innovation, benchmarking, storyboard, workshop, user-centred, field research, interviews, workshops, observation, roleplay, simplification, participatory approach, shadowing, trend analysis, customer engagement, co-creation, touchpoint analysis, cultural change, service vision, increasing effectiveness, collaboration, wayfinding, service concept, transformation of culture, service design toolkit, experimentation, organisational change, empathy-building, gamification, sustainability, methodology, persona socialisation, white space research, ethnographic research, experience prototyping, Diary Studies, Mystery Shopping, Ethnographic Research, Affinity Mapping, Customer Journey, user-driven innovation and CX