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 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 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
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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
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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
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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
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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
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2023-11-1408 min