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