Send us a text Tubes, trains, boats, trams, bikes, busses and even a cable car combine to make Transport for London (TfL), a system that helps 9 million Londoners and a few tourists navigate the world's greatest city. Designing the digital tools that help people to turn complex logistics into practical travel plans is no mean feat, but that's exactly what Hanna Kops and her team did with the TfL Go app . In this episode Hanna tells us the story of how the TfL Digital Experience team co...
Mar 05, 2025•47 min•Season 2Ep. 10
Send us a text When the Scotland consolidated its police forces it saw an opportunity to add a Service Design team to the new organisation. Not only would this team make a material contribution to Police Scotland's radical transformation, they would also become a core part of the force's new ways of working. In this episode we're joined my Chris Muir , who tells the story of how he discovered service design and how he and the Police Scotland Service Design team work with officers ...
Feb 06, 2025•48 min•Season 2Ep. 9
Send us a text In this short, bonus edition of YAP we spend time thinking about and playing with AI. Most designers state that AI will become the most powerful design tool of the decade, enabling them to mine the world's data, to find inspiration and to create better products and services. Designers who remember sign painters being replaced by naff vinyl sign printing machines see AI as a cut-price competitor rather than a tool. ( Sign Painters is a great -if niche- documentary) So, how wil...
Jan 16, 2025•15 min•Season 2Ep. 8
Send us a text In this festive bonus episode of Service Design YAP, we sit down with Adam St John Lawrence to understand how he uses tactics and techniques from theatre in his design work. Adam, the goatee sporting GOAT of Service Design, draws on an "eclectic" background that includes farming and psychology (plus some bouncing and stripping), to offer some radical challenges to design’s dusty “best practices”. He a natural raconteur who tell stories and shares insight that everyone wi...
Dec 17, 2024•1 hr 4 min•Season 2Ep. 7
Send us a text How can you encourage a retail bank, which will always focus on risk management and stability, to innovate? In this episode we talk with Ian Crawford , NatWest Group's Head of Innovation Design. We explore the ways in which designers are uniquely positioned to help corporate innovation programs to think differently. Ian shares how his group interviews design candidates to evaluate their innovation mindsets, and talks about the trends that his group believe will reshape retail...
Dec 03, 2024•43 min•Season 2Ep. 6
Send us a text In this episode we get inspired by 7 incredible next generation Service Designers. We find out about how they view the world of design, where they go to get inspired, them and which emoji or meme best represents their design styles. Featured in this episode: Marcela Gómez Abundis Eva Mega Astria Jane Tzu-Yuan Chao Anna Han Jihee Hwang Linda Paulauska Agata Kowalska Resources Listed In this Episode. Marcela's Mega List of Design Resources Notion Page Userpalooza- A Field Resea...
Nov 12, 2024•43 min•Season 2Ep. 5
Send us a text Special Projects ' co-founder, Adrian Westaway talks to us about his journey from amateur magician to master designer and how the skills of illusion can be applied to drive better design outcomes. Design and magic are both human centric disciplines that leverage psychology to influence behaviours and attitudes; and both benefit from "someone spending more time on something than anybody would reasonably expect". We talk about: Adrian's experience at the burlesqu...
Oct 22, 2024•46 min•Season 2Ep. 5
Send us a text Often as not, we get to the end of the year and find that we haven't used up all, (or any) of our training allowance. We know that this is doubly true for more experienced hires who want to focus on "craft" rather that those exploring the "leadership" pathway. Exciting client work keeps getting in the way, but that's no excuse. In this episode we talk with two accredited Master Service Designers, Katie Murrie and Kim Anderson . Both work as educators ...
Sep 17, 2024•36 min•Season 2Ep. 4
Send us a text The finalists for the Service Design Global Conference awards have just been announced, so we thought that it would be a good time to catch up with one of last year's award nominees to hear about their project and how they benefited from participating in thew awards. In this episode we talk to Andy Pattichis and Pinja Piipponen from Hellon , the design an innovation consultancy. They tell us about their project helping farmers navigate the decisions that balance crop yields a...
Sep 09, 2024•27 min•Season 2Ep. 3
Send us a text The Service Design Global Conference (SDGC) is heading our way at pace and its now only a month until the mass ranks of over 1,000 service designers make their way to Finland for three days talk , studio visits and sauna . In this bonus episode SDN's David Russo gives us a guided tour of the venue, keynote speakers and SDN sauna etiquette (towels on vs. towels off*). This year SDGC will focus on Designing for Impact: "Strategic Leadership with Service Design”. Focusing o...
Sep 02, 2024•12 min•Season 2Ep. 2
Send us a text To kick off Service Design YAP's second series we knew that we needed to tackle a heavy weight issue. Having collaborated with the UK charity Scope , and Deloitte Digital earlier in the year we knew that Inclusive Design would be a great topic to focus on. In this episode we talk with Deloitte's Elle Beange , who has worked in the area of inclusive and accessible design for all of her career. We talk about the difference between universal design and inclusive design and ...
Aug 12, 2024•32 min•Season 2Ep. 1
Send us a text Ever wondered how society-driven design can spark profound social change? Join us as we sit down with Judah Armani , an inspiring educator who shares his unique journey from studying design at St. Martin's to cleaning industrial bean-pots for Heinz, and how these experiences shaped his passion for creating meaningful dialogues that lead to material change. Judah takes us through the importance of moving beyond quick-fix methods, explaining how a balance between data-driven de...
Jun 04, 2024•54 min•Season 1Ep. 12
Send us a text In this episode we meet designer Emma Parnell and talk about working out when its time to move on. In Many of our episodes focus on finding your idea job, but knowing when it time to go is equally, if not more important. Emma talks about the leading indicators that should nudge us to to consider finding our next role, even when we're working in a great role with people we love. We also have a great student question from Carin Effendy , from the University of Bath, who's ...
May 01, 2024•39 min•Season 1Ep. 11
Send us a text Many of us started are career as business consultants before finding Service Design, however, few of us can claim that the lure of a free Friday fish and chip lunch started their design career journeys. Daniel Tuitt's career journey has given him a great perspective about portfolio careers, where commercial and pro bono projects can be balanced to "pay the bills and feed the soul". Portfolio careers are not for everyone, but, for the right designers, they can provid...
Apr 08, 2024•50 min•Season 1Ep. 11
Send us a text In this episode we talk with Clive Grinyer . He's not only one of the most universally respected members of the UK service design community, but also a fantastic storyteller, as evidence by the podcast which flows between the Aristotelian version of love and Taylor's version (yes, that Taylor). We talk about the relationships between love, trust and a healthy bottom line and how more companies need to take the value of “customer love”, ubiquitous in mission statements, a...
Mar 18, 2024•54 min•Season 1Ep. 10
Send us a text Kris Kelly-Frère is a singular individual. When we first met at a design event, the room was filled with austere design folk in cookie-cutter black t-shirt and black jeans. Kris was the only person wearing a kimono. You just knew that he'd have something interesting to say. It turned out that Kris has a lot to say about the concept of Play . Especially how fostering the conditions for play helps groups to collaboratively design better and bolder solutions that are relevant fo...
Feb 14, 2024•1 hr 3 min•Season 1Ep. 9
Send us a text In this episode we have a frank and fresh talk with Jenny Winfield about Trauma Informed Design Research. We discuss Jenny's route into the profession and she provides a clear and concise overview of Trauma Informed Design, and its four pillars: Safety Trust/Transparency Agency & Hope Jenny also shows how these have been applied in her favourite projects - who knew that death doulas existed? Links to references in the podcast: This is HCD . A great intro to Trauma Informe...
Jan 20, 2024•46 min•Season 1Ep. 8
Send us a text In our last episode of 2023 we meet Jeanette Clement , a seasoned service design leader who helps organisations meet the needs of users through evidence-based decisions, collaborative design and problem solving strategies. Jeanette currently working as the Head of Service Design at BT and EE, where she is leading a user-centred transformation within the organisation. Under Jeanette’s guidance, the User Research team and now the Service Design team have blossomed, delivering value ...
Dec 18, 2023•38 min•Season 1Ep. 7
Send us a text In this episode we meet the multi disciplinary designer, Scott Shaw and hear his four tactics for designing experiences that engage humans. He also shares tips about how he made his relationship with his "design husband" work, and how pervasive experience branding is ruining the game of cricket. Scott has held various design leadership roles both in house and in agency. Having cut his teeth at R/GA and Huge, he’s gained experience across the board on projects ranging fro...
Nov 01, 2023•46 min•Season 1Ep. 6
Send us a text At the Service Design Global Conference in Berlin, we talked to 9 designers at the beginning of their professional journeys. Each told a different story about what brought them to the discipline and what their hopes and aspirations were. Thanks for sharing your stories. Polina Valentina Andrea Oona Amanda Annu Felipe Tetyana Jaidon The YAP team for this episode were: Elmer Zinkhann Jean Watanya Mandana Dilmaghani Stepen Wood. Special thanks to the folks from the Service Design Pod...
Oct 15, 2023•1 hr 10 min
Send us a text On October 5th-6th Service Designers from across the world will come together in Berlin for the Service Design Global Conference They'll talk about the challenges facing the industry, catch up with old friends, meet new friends and hear inspiring talks. They'll also argue about the availability of good coffee in Berlin. It's just what designers do. In this bonus pico-podcast, we talk to SDN's David Russo , about: the conferences overarching theme, the most inte...
Sep 14, 2023•9 min•Season 1Ep. 5
Send us a text What can a cat on a Roomba (called Helga*) tell us about how AI will reshape the creative industry? How do you introduce design into a bank that's never been "design led"? How do you break into a profession when employers look at your CV with a narrow mind? Find out the answer to these questions and so much more as YAP talks to JP Morgan's VP of design, Amy Blackwell , in a conversation that's often irreverent, but never irrelevant Thanks also to Silpa Jay...
Aug 04, 2023•1 hr 1 min•Season 1Ep. 4
Send us a text How can Design help society to tackle the climate crisis? Find out in this episode featuring Aurelie Lionet, one of the founders of Design Declares . Aurelie shares the 8 Acts that we should all sign up to if we're going to make a difference to the fate of the planet and also shares stories that include how she wound up spending time in a UK jail (as part of a design research initiative, obviously). In the podcast, Aurelie also mentions the work of Muhammad Yunus , who she cr...
Jul 01, 2023•44 min•Season 1Ep. 2
Send us a text Katinka Schaaf is a seasoned Service Designer who's career has focussed on designing for the future. She's currently leading Service Design at Admiral Pioneer , the insurance giant's innovation incubator. Katinka tells us about her career story and we spend time exploring how design research can be tailored to tackle taboo topics. Katinka's teams work focused on the menopause shows the tools and techniques that can be applied to identify real opportunities asso...
Jun 03, 2023•48 min•Season 1Ep. 2
Send us a text WHY LISTEN? In our launch episode we talk with Tobias Revell , who leads the Future's practice at Arup . Tobias is a fantastic storyteller, with deep experience in multidisciplinary design and our conversation covers topics ranging from how to establish and grow a successful speculative design team, to top tips for new designers looking to network, (via corporate greenwashing and Billie Eilish). The Next Generation Service Designer question in this episode comes from Amrutta ...
May 01, 2023•51 min•Season 1Ep. 1
