Stop designing WITH your users! There is a better way. / Sloan Leo Cowan / Ep. #217
There's a problem with the current design process that often goes unnoticed... A problem that can lead to less-than-ideal outcomes or, even worse, harm certain communities. To understand this, we must...
19 Dec 20241h
The Secrets behind Research that Scales / Kate Towsey / Ep. #216
There is no service design... Without high-quality research. Sure, we all know that. But doing good research is hard. Kate Towsey, often called the inventor of the ResearchOps field, can certainly att...
5 Dec 20241h 1min
The RIGHT way to do strategy in an uncertain world? / Peter Compo / Ep. #215
What is strategy... A plan for how you intend to achieve your goals? That's how a lot of people define strategy. But there's a problem with this rigid approach... As Mike Tyson wisely said once: "Ever...
21 Nov 20241h 13min
Advancing Service Design 2024 / Program Deep Dive with Sylvie Abookire
An exciting new conference is just around the corner, Advancing Service Design 2024. We recently had a chat with Lou Rosenfeld, the conference organizer, about key ideas behind the conference. Now...
14 Nov 202433min
Why People Aren't Listening to You - And How to Fix That / Gabrielle Dolan / Ep. #214
I remember being subscribed to this email newsletter from a guy named Josh, all about email marketing (kind of meta)... Every single day, a new email from Josh would pop up in my inbox, and I'd open i...
7 Nov 20241h
What's this new SD conference all about!? / Advancing Service Design Conference 2024 (Part 1) with Lou Rosenfeld
I'm excited... There's a brand new conference just around the corner – Advancing Service Design – and it's organized by none other than Rosenfeld Media, the publisher behind some of the most iconic ...
31 Okt 202434min
Confessions of a Journey Management Pioneer / Florian Vollmer / Ep. #213
Sure, everyone's talking about Journey Management, but few are actually doing it well... It's one thing to map out customer journeys, but quite another to truly manage them. The frameworks and models...
24 Okt 20241h 2min
A New Approach to Measuring Design's Impact / Stacey Barr / Ep. #212
This might be the most profound conversation I've recorded this year... What if I told you that the puzzle of how to measure and quantify the value of design has already been solved? I know, it soun...
10 Okt 20241h 9min
