Services + patterns

Every organisation is already full of services. They're just hidden.

Think about what people are actually trying to do — return from parental leave, move team, report a broken laptop, query a payslip. Right now, each one means hunting across intranets and emailing three people, hoping someone replies.

Customer-facing services went through this shift years ago. Buying something, tracking a delivery — all became simple and self-serve. Internal services never did. AI is the chance to close that gap: one place to ask for what you need, without needing to know who does it.

Look for what people are actually trying to do, and how they naturally describe it — usually nothing like the org chart. Name each of those journeys properly, and work out which ones are worth rebuilding first.

Break each journey into its repeating steps — verifying something, making a decision, chasing progress. When the same step shows up in journey after journey, build it once as a reusable piece of capability, rather than solving it fresh every time.

• Every service your organisation runs, named the way people actually ask for it
• A shared capability that gets reused and improved, rather than rebuilt from scratch each time
• A working, live service within weeks, with a clear owner and a way of measuring it
• A shift from teams working in silos to an organisation built around outcomes

• People get things done faster, without needing to know who to ask
• Lower cost to serve — improving one shared capability improves every service that uses it
• Happier employees and customers, because things just work