Andy Polaine is a leadership coach, educator, speaker and writer who helps clients build and grow their own design and innovation capability and transform their organisations. For several years he worked at Fjord where he was global Group Design Director of Client Evolution. He is co-author of the Rosenfeld Media book, Service Design: From Insight to Implementation and a Rosenfeld Expert. Andy has 30 years of experience in design and innovation with clients across a range of industries, including finance, public services, insurance, telecommunications, automotive, media, design and education. He holds a PhD from the University of Technology, Sydney and is Co-Lead of the MA Service Design at the Hochschule Luzern, Switzerland . He can be found online at polaine.com and most other places as apolaine.