Shows
Service Design PrinciplesNamingIn this episode of Service Design Principles, Guy and Daniele talk about the critical role of naming in service design. Daniele shares a story from his parents’ experience establishing a church in Switzerland, where an initial naming choice led to confusion. A renaming solved the issue and shaped the church’s identity.
The discussion then moves to project naming. Daniele explains how names can set expectations and influence outcomes. He emphasizes the importance of names that convey vision and values, avoiding generic terms that might mislead stakeholders.
Guy adds his perspective, recounting how different group name...
2024-07-0332 min
Service Design PrinciplesWorkplaceIn this episode, Daniele and Guy talk about the Workplace, including the need for rest, practical ideas on how to manage workload and communication channels, and how there are many things everyone can do to make their workplace better, even if they aren’t in a position of authority.
Note: We used a new service to record this episode, and I (Guy) neglected to set up my levels properly, so there are points where my audio is a little distorted. I tried to fix this as much as possible in “post”, but it’s still noticeable. Sorry for this...
2024-06-011h 08
Service Design PrinciplesTechnologyThis episode Daniele and Guy take a look at Technology, and join most of the world to give our take on AI. We espouse the virtues of analog technology (pencil and paper), and look at why some bots are better then humans, and others make us feel betrayed.
Chapters
00:00 Technology
00:02 Intro
00:42 Why do we sometimes struggle to make technology work for us?
02:31 Sometimes, Pen and Paper works best
07:46 Ambivalence about “AI”
15:20 Robots don’t have mirror neurons.
19:26 I prefer bots over fake humans (SDP 33)
22:12 Let me speak with a Human (SDP 34)
26:46 Why can’t I answer this email...
2024-04-1952 min
Service Design PrinciplesImpersonal ServiceThis episode Guy Martin and Daniele Catalanotto go into what makes a service seem impersonal, and how organizations can make small changes to help their customers feel warmer about their interactions. Daniele tries to get a coffee from Starbucks, and we talk about hotels again.
Chapters
00:00 Intro
00:48 Organizations are collections of humans
01:49 Ask Unnecessary Emotional information
04:43 Good salespeople understand the value of emotion
06:30 It works even when we recognize it
11:32 Different Levels of Service Design
13:28 Some good advice when facing change and uncertainty
2024-04-0335 min
Service Design PrinciplesIntroducing Service Design Principles 301-400Guy Martin talks with Daniele Catalanotto about the release of his latest book on Service Design Principles. The conversation starts with Daniele clarifying what service design principles mean: ideas or advice aimed at simplifying and enhancing human experiences. The books are described as a “toilet books” - ideal for short, insightful reads leading to brief moments of reflection.
Daniele reveals that this fourth volume in the series adopts a fresh approach by incorporating feedback and insights from a global tour where he engaged with service design experts. This iteration is not just a book but a comprehensive medi...
2024-01-2508 min
Service Design PrinciplesWaiting...In this first “long-form” episode of the Service Design Principles podcast, we explore how the perception of time influences people’s experiences of waiting. We use examples such as train journeys and elevator lobbies to illustrate how changing the environment or offering distractions can alter perceptions of waiting time.
Then we go into the concept of ‘cooling-off’ periods in various contexts, like medical decisions and major purchases, emphasising the need for waiting in certain decision-making processes.
The conversation shifts to practical strategies in customer service, focusing on modern solutions like callback options in hotlines and designing...
2024-01-1641 min
Service Design PrinciplesProgram Note – A Change of FormatProgram Note - Change of format.
Previous episodes have been based on a single episode for a single principle.
Future episodes will be based on a single episode for a group of principles in a single theme.
If you have actionable feedback or suggestions, or just want to tell us what we’re doing right - please let us know at podcast@neoluxconsulting.com.
Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners.
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Find ou...
2023-12-2202 min
Service Design PrinciplesSDP-012. Stop Giving Coupons When You FailedWe discuss the twelfth principle: the ineffectiveness of offering coupons as a remedy for service failures. We delve into why this common practice often feels insincere and can backfire.
Daniele explains that the repetitive use of coupons as a response to service failures diminishes their value and impact. He likens it to apologizing with flowers every time one is late – it loses its meaning and becomes predictable. We discuss how this approach can lead to negative associations, similar to how excessive swearing loses its emphasis.
We also explore the unintended consequences of such practices, drawing pa...
2023-12-2209 min
Service Design PrinciplesSDP-011. Suggest Something After the ErrorIn this episode, we explore Principle 11, “Suggest Something After the Error,” focusing on practical approaches to error management in service design.
We begin by examining the evolution of the 404 error page in website design. This serves as a clear example of how error messages have shifted from simple notifications to more user-focused solutions. We discuss the importance of guiding users towards helpful alternatives or back to their intended path when an error occurs.
Our conversation then turns to the concept of empowering users in the face of errors. We talk about how service design should prov...
2023-12-1908 min
Service Design PrinciplesSDP-010. Explain Why This Error Just HappenedIn this episode, we delve into the importance of transparency and communication in service design, particularly when things don’t go as planned.
Daniele starts with a story about train delays in Switzerland, highlighting how explaining the reason for a delay can shift passengers’ emotions from frustration to understanding. This approach not only provides clarity but also humanizes the service provider, fostering empathy and patience among users.
We then discuss similar scenarios in airline operations, emphasizing how detailed explanations of delays can transform a negative experience into an educational opportunity. Understanding the complexities behind operational deci...
2023-12-1510 min
Service Design PrinciplesSDP-009. Let Users Undo Their MistakesThis episode, we delve into the ninth principle of service design, which focuses on the balance between reducing friction and adding necessary friction in user interactions.
Daniele provides insightful examples, such as confirmation prompts when deleting items or LinkedIn’s content warning system, to illustrate when adding friction is beneficial. We explore the concept of “Confirmation Saturation,” where too many prompts can lead to user fatigue and the importance of contextualizing these interactions.
The conversation also covers the idea of “Prevention is Better than Cure,” emphasizing proactive measures to prevent user errors. We discuss how digital se...
2023-12-1208 min
Service Design PrinciplesSDP-008. Do the Penis Test and Think About What Could Go WrongDaniele Catalanotto and Guy Martin discuss some adult themes around principle number eight from the Service Design Principles 1-100 book, written by Daniele.
We delve into the concept of anticipating and mitigating potential misuses of a service or product.
Daniele introduces the “penis test,” inspired by the challenges faced by the early internet service ChatRoulette. This test serves as a metaphor for considering how a service might be misused in ways not initially intended by its creators. We explore the importance of this foresight in service design, especially in protecting users from unexpected and potentially harm...
2023-12-0807 min
Service Design PrinciplesSDP-007. Don't Solve Every Problem You Are Asked to SolveDaniele Catalanotto and Guy Martin discuss principle number seven from the Service Design Principles 1-100 book, written by Daniele.
In this episode, we dive into a critical yet often overlooked principle: “Don’t solve every problem you’re asked to solve.”
We discuss the importance of discerning which problems truly need solving and the value of teaching and guiding others to find solutions themselves. Daniele shares insightful stories and personal experiences, highlighting how not immediately solving a problem can lead to greater learning opportunities.
We also explore the “Five Whys” technique for getting to the root...
2023-12-0506 min
Service Design PrinciplesSDP-006. It's Your F-ing Job to Know What I Should BuyIn this episode of “Service Design Principles,” we delve into the sixth principle of service design: “It’s your job to know what I should buy.” We explore the importance of expertise and customer guidance in service interactions.
Daniele shares a personal story about buying flowers for his wife, highlighting the frustration when service providers fail to guide customers who lack specific knowledge or preferences. We discuss the significance of asking the right questions and how this can transform a customer’s experience from feeling incompetent to feeling understood and assisted.
The conversation also touches on the idea...
2023-12-0110 min
Service Design PrinciplesSDP-005. Every Customer Mistake, Is Your MistakeDaniele Catalanotto and Guy Martin discuss principle number five from the Service Design Principles 1-100 book, written by Daniele.
00:00 Open
00:06 Welcome
00:53 Don’t Blame the Customer
03:40 An explicit example
06:40 Outro
Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners.
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Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books...
2023-11-2807 min
Service Design PrinciplesSDP-004. Always Think About What Happens Before and After Your ServiceDaniele Catalanotto and Guy Martin discuss principle number four from the Service Design Principles 1-100 book, written by Daniele.
00:00 Open
00:05 Intro
00:43 Why it’s important to zoom out a little.
02:17 Open up potential new revenue opportunities
03:06 You don’t have to deliver everything, you can refer and recommend others
05:39 It’s an act of love
08:09 Outro
Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners.
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Find out more about “Value 4 Value” here: https://value4value.info/
Time - rate us on...
2023-11-2408 min
Service Design PrinciplesSDP-003. Make It Easy For Customers to Come BackDaniele Catalanotto and Guy Martin discuss principle number three from the Service Design Principles 1-100 book, written by Daniele.
00:00 Open
00:05 Welcome
00:52 Where are businesses making it harder to return?
02:05 Hotel Registration
02:56 What about privacy?
04:12 Small businesses have an edge
05:09 The Coffee Shop
07:54 Video Streaming
09:12 Outro
Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners.
Support us with Value 4 Value
Find out more about “Value 4 Value” here: https://value4value.info/
Time - rate us on your preferred podcast platform, write a review, or subm...
2023-11-2109 min
Service Design PrinciplesSDP-002. Selling is Not The End, It's The StartDaniele Catalanotto and Guy Martin discuss principle number two from the Service Design Principles 1-100 book, written by Daniele.
00:00 Open
00:04 Welcome
00:40 Dating and Marriage
02:10 One Night Stands in Business
03:45 Turn transactions into relationships
04:52 Outro
Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners.
Support us with Value 4 Value
Find out more about “Value 4 Value” here: https://value4value.info/
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in t...
2023-11-1705 min
Service Design PrinciplesSDP-001. The First Draft of Anything Is ShitDaniele Catalanotto and Guy Martin discuss principle number one from the Service Design Principles 1-100 book, written by Daniele.
00:00 Open
00:05 Welcome
00:44 Why is a shitty first draft so important in service design?
03:06 Principles aren’t rules
04:56 Do your first shitty draft…
05:19 …and share it!
07:40 Choose who you share it with.
08:18 Outro
Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners.
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Find out more about “Value 4 Value” here: https://value4value.info/
Time - rate us on your preferred podcast pl...
2023-11-1408 min
Il CorsivoMatteo Messina Denaro e il mandamento di Trapani | 18/01/2023 | Il CorsivoA cura di Daniele Biacchessi
Mi è capitato più volte di raccontare la storia di Matteo Messina Denaro, della sua figura di primo piano come capo del mandamento di Castelvetrano in provincia di Trapani, degli affari sporchi che ha garantito per conto di Cosa Nostra, prima e dopo le stragi del '92 e '93. A molti, ma non a tutti, era chiaro che il boss era certamente vivo e attivo sul territorio siciliano, solo lì bisognava cercarlo, come accaduto nel passato per gran parte dei capi di Cosa Nostra come Totò Riina, Bernardo Provenzano, Giovanni Brusca, Nitto Santapaola, i fratelli Graviano. Segu...
2023-01-1802 min
Service Design Show100 examples of good service design for non-designers / Daniele Catalanotto / Episode #137Ever wanted to have a good service design case study?
What about 100? Coming up! Read on to learn more.
I still struggle when someone asks me for a case study. Because services play out over time with many micro interactions across time it's hard to capture the entire thing in one case study.
So why don't we take a different approach?
What would happen if we tear a service apart and look at those smaller interactions rather than the entire thing?
Would that help to identify best practices and elements of good service design?
We'll that's exactly what Daniele Catalanotto...
2021-11-2552 min
Design & Critical ThinkingAu-delà du Human Centered Design (suite) – Géraud de Laval & Kevin RichardDans ce podcast, Kevin et Géraud reviennent sur un sujet abordé avec Daniele Catalanotto: comment allez au-delà des limitations du Human-centered design (HCD). Géraud as plusieurs points à ajouter, et cela nous donné l'occasion d'approfondir plusieurs concepts.
👉 Géraud de Laval est Product Designer au Smart Lab de Romande Energie, Startup coach, et formateur à l'école CREA Genève.
👉 Kevin Richard est senior Designer & éditeur de “Design & Critical Thinking” par lequel il essaie de vulgariser le design et partages ses réflexions.
Musique: Skydive by Loxbeats - https://www.audiolibrary.com.co/loxbeats/skydive
2020-08-281h 01
Design & Critical ThinkingRemote Workshop: tips & astucesDans ce podcast, Kevin et Daniele discutent de conseils très simples et pratiques lorsque vous organisez des ateliers à distance.
🔥 Le résumé de notre échange ainsi que les sources & références sont disponible ici → https://www.kevinrichard.ch/tips-for-remote-workshops/
👉 Daniele Catanalotto est un Service Designer & formateur qui cherche à rendre l'innovation accessible aux plus grand nombre.
Website: http://catalanotto.ch/
Medium: https://service-design.co/
Twitter: https://twitter.com/danielec
👉 Kevin Richard est senior Designer & éditeur de “Design & Critical Thinking” par lequel il essaie de vulgariser le design et partages ses réflexions.
Websi...
2020-06-1218 min
Design & Critical Thinking[Discussion] Design: Définition des limites par la négative – Kevin Richard & Daniele CatanalottoDans ce podcast, Kevin et Daniele discutent de l'idée qu'il est parfois plus facile de définir ce qu'est une chose en disant ce qu'elle n'est pas.
1) Que voulons-nous dire par définitions négatives ?
Les définitions négatives sont l'idée qu'au lieu de définir ce que quelque chose EST, vous définissez d'abord ce qu'elle N'EST PAS. Par exemple, si je devais définir le type de voiture que je veux acheter, je peux dire: je ne veux pas que ce soit un camion, ni une limousine, etc.
2) Un bon outi...
2020-06-0544 min
Design & Critical Thinking[Discussion] Self-service & shadow work en Service Design – Kevin Richard & Daniele CatanalottoDans ce podcast, Kevin et Daniele discutent des notions de self-service et de shadow work (travail parallèle), techniques qui peuvent être mises en place en Service Design.
1) Que voulons-nous dire par libre-service et travail parallèle?
Le "self-service" est l'idée que l'utilisateur fait le travail sans avoir besoin d'une interaction avec un employé. Par exemple, lorsque vous allez acheter des produits d'épicerie, vous êtes la personne qui va dans le magasin. Vous êtes la personne qui cherche et porte cette pizza surgelée. Et vous êtes la personne qui scanne le produit et paie au...
2020-05-2945 min
Design & Critical Thinking[Discussion] Au delà du Human Centered Design: Planet Centric Design ? - Kevin Richard & Daniele Catalanotto.Note: this discussion was recorded in French.
Dans ce podcast, Kevin et Daniele discutent de ce qui pourrait arriver après le design centrée sur l'humain (Human Centered Design ou HCD). Est-ce le Planet Centric Design ?
1) Ce n'est pas parce que quelque chose est souhaitable que cela ait du sens !
Le problème que beaucoup voient avec la conception centrée sur l'humain (HCD) est qu'en créant quelque chose de viable pour l'entreprise, souhaitable pour les humains qu'elle sert et faisable techniquement, vous pouvez toujours créer des services et des produit...
2020-05-2243 min
Service Design ShowHow sharing makes you a better service designer / Daniele Catalanotto / Episode #91Could you become a better service designer by just sharing more? According to the guest in this episode that's definitely the case!
Daniele Catalanotto has been writing and sharing a lot about what he knows (and doesn't) related to service design.
It might sound counter intuitive but Daniele argues that you first and foremost should share for your own benefit. If other people find the things you share helpful, that's great. If not then that definitely shouldn't make you share less.
Now you might think that you have nothing to share. Or that you don't have the time to share...
2020-01-0936 min