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Service Design YAP

Service Design Network UK
Service Design YAP
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  • Leading Service Design Spanners, with Mark Howell.
    Send us a textMark Howell, has had a rich and varied career.  He's the only person that I know that has a PhD in IVR.In this episode Mark shares  his approach to service design leadership. He talks about intentionally crating a culture underpinned by rituals, how modelling the positive behaviours and carving out time to do Individual Contributor, hands-on work means that he never loses touch with the changing shape of service design practice.  He also talks about the "secret work of service designers" - service designers are “spanners”. Mark talks about how we span the gaps to draw on our powers of empathy and orchestration to bring together multifunctional stakeholders to define and deliver services.  This is a high stress task that can lead to burn out if not actively monitored and managed.    Sources listed in this episode:Liminal Thinking - Dave Gray (interviewed here)True Belonging according to Brené Brown The other Service Design Podcast that Mark loves: The Service Design Show The Power of 10 with Andy Polaine.Finding our Way with Jesse James Garret and Peter MerholtzService Design YAP is developed and produced by the Service Design Network UK Chapter.Its aim is to engage and connect the wider Service Design community. Episode Host: Stephen Wood Production Assistance: Jean Watanya
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  • Thinking about Inclusive Design Research, with Ashley Peacock from AbilityNet.
    Send us a textDesign research is tricky.  When you work with a great design researcher you get to see the skill and subtlety involved in executing research that avoids biases and reveals fresh insights.  When your research participants are neurodiverse the task of the design researcher becomes even more complex, but this is where this episode's guest, Ashley Peacock has developed her expertise. Ashley shares her career story and talks about the tactics that make design research more inclusive.  Key take-aways are that there's no perfect approach and you need to  be kind to yourself as there will be mis-steps to learn from.  We hear about the power of Autemojis and fall in love with  Weird Pride. About AshleyAshley works primarily on AbilityNet’s inclusive user-research practices. Her expertise lies at the intersection of cognitive science, AI and technology.Ashley previously led a company for four years, specialising in tailored assistive solutions for governments, businesses, and charities. This included creating 3D autism simulations, collaborating with the NHS on a mental health triaging tool during the COVID pandemic and engineering custom software to help people with neurodegenerative conditions to read again, working in partnership with UCL.As a neurodivergent professional she continues to make an impact in this field through public speaking, writing and research.Episode LinksDamian Milton's Double Empathy Gap Article. Ability Net Weird PrideLearn about Dinah MurrayService Design YAP is developed and produced by the Service Design Network UK Chapter.Its aim is to engage and connect the wider Service Design community. Episode Host: Stephen Wood Production Assistance: Jean Watanya
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  • What D-School forgot to teach designers about storytelling, with Lyle Sandler
    Send us a textIn this episode we speak with Lyle Sandler. I met Lyle when he was CDO at Aon, the mega-insurance firm, and it was clear from the off-set that  he was a natural story teller.    As you'll hear, he doesn't think that he's a natural storyteller. He's learned tactics and religiously rehearses his stories so that they land and create the right impact.Lyle has bottled 100 of these tactics in his new book  Universal Principles of Storytelling for Designers, which will help both Narrative Newbies and Tried and Tested Tale-Tellers to up their games.   Enjoy.About LyleStories ignite design, and design inspires stories, creating a dynamic cycle that propels human progress and sparks innovation. Lyle is a storyteller and designer. The story/design connection became an "aha" moment during his undergraduate days at Hofstra University, where I shuffled between theatre, design, and anthropology, three disciplines that seemed to join forces effortlessly. His storytelling and design journey deepened at the American Film Institute's Center for Advanced Film Studies, art directing in Hollywood, crafting theatrical sets in New York, working in illustration, and  designed high-end window displays.At Merrill Lynch, he redesigned how analysts communicated with the patrons of Wall Street, and at Goldman Sachs,  he pioneered UX and data visualization. He began to explore and create innovative techniques that enable humans to interact with large volumes of data efficiently, discerning hidden characteristics, patterns, and anomalies within dynamically changing information spaces (non-language, data-centric, progressive storytelling). Later, he co-founded Brew, a design and innovation consultancy that assisted organizations to think differently, innovate, and design unique consumer experiences.His career has spanned global design leadership roles at NCR and Aon where he has applied design approaches to create impact and value; staying true to his  roots in storytelling and anthropology, ensuring that my designs and innovations always delivered meaningful value to the people they were created for.Currently, as a consultant, he help organizations transform and grow through storytelling, design, and "storythinking" – powerful drivers for developing new forms of value in anticipation of future human needs.Links:David Foster Wallace: This is Water commencement speech. Learn more about Hitchcock's Production Director, Robert Boyle here.Service Design YAP is developed and produced by the Service Design Network UK Chapter.Its aim is to engage and connect the wider Service Design community. Episode Host: Stephen Wood Production Assistance: Jean Watanya
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  • How to pitch and deliver great work when your client doesn't speak "Design", with John Lynch
    Send us a textIn this episode we meet John Lynch, founder of Context Studio based in Dublin, Ireland. John's career path has taken him from countries where design is part of everyone's mindset, to places where some businesses have yet to see the full value that design can bring.  He shares the approaches that he's used to gain traction and make the case for adopting Service Design and stories of how design-led approaches have helped his teams to engage diverse stakeholder groups and generate better service outcomes.We talk about the privilege of working with public sector folks, who's vocation is to make society better... and we talk of the impact of "better" vs. "new" and why Renovate often delivers more than Innovate when it comes to Service Design.About John.John Lynch is founder and director of Context Studio, a service design studio in Dublin, and a voluntary board director at the Institute of Designers in Ireland. With a background in software development, John is a committed advocate of design in the service of the public good.References from John's episode.Stratification of Design Thinking  -Stefanie Di RussoDanish Design LadderDark Matter and Trojan Horses  -Dan HillJohn Heskett Ireland's Action Plan for Designing Better Public Services.Service Design YAP is developed and produced by the Service Design Network UK Chapter.Its aim is to engage and connect the wider Service Design community. Episode Host: Stephen Wood Production Assistance: Jean Watanya
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  • Design's role in transformation programs with Livework's Ben Reason.
    Send us a textDesign is often seen as an activity that happens at the front-end of transformation programs, but what if companies adopted a design-led approach to their overarching transformation?In this episode, we catch up with the legendary Ben Reason, founder of Livework Studio to hear about the firms 6 pillars of design led-transformation, the work that Livework has done with Adidas, TFL, Kone and the NHS (and to get a glimpse into Livework's three, top sectret trophy cabinets).Check out Ben's article on Design Led Transformation  here. Its a quick read that's packed with insight.We've adopted a different format for this episode, cutting straight to core topic to give us a shorter, punchier episode.  Let us know how you feel about the new approach. Perhaps you miss the quick fire round?  Service Design YAP is developed and produced by the Service Design Network UK Chapter.Its aim is to engage and connect the wider Service Design community. Episode Host: Stephen Wood Production Assistance: Jean Watanya
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Acerca de Service Design YAP

Service Design YAP is a community podcast from Service Design Network UK's chapter. Each episode profiles a member of the design community, exploring the lessons they've learned on their career path and the hearing their favourite design war stories. Why did we set up YAP? Well, many designers work in isolation and find it difficult to attend physical community meets ups. The podcast provides a way for everyone to tap into the community, to learn a little about craft and careers and to feel a part of something bigger. Why is the podcast called YAP?Well thats for us to know and you to guess. We hope that these episodes inform, inspire and entertain you in equal measure. If you have a suggestion for great guest the drop us a line. There's a "Send us a Text" link in every episode.
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