Service Design Principles

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Episodes

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An irreverent podcast about Service Design Principles hosted by Guy Martin and Daniele Catalanotto.

Join us as we provide you with a deeper understanding of service design principles, enhanced by real-world examples and anecdotes from Daniele’s extensive expertise as a leading service design practitioner and founder of the Swiss Innovation Academy, and Guy’s experience from working with global companies and startups in various roles, including service delivery, client services, and corporate education.

Explicit tag is for language (we drop a few swear words here and there) and occasional “adult themes”.

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Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the Swiss Innovation Academy

Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.

Music by Mikhail Smusev from Pixabay

Hosted with Castopod

We support Podcasting 2.0

A production of Neolux Consulting

Episodes

Naming

In 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 v...

Jul 03, 2024•33 min•Ep 18•Transcript available on Metacast

Workplace

In 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...

Jun 01, 2024•1 hr 8 min•Ep 17•Transcript available on Metacast

Technology

This 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...

Apr 19, 2024•53 min•Ep 16•Transcript available on Metacast

Impersonal Service

This 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 Differen...

Apr 03, 2024•35 min•Ep 15•Transcript available on Metacast

Pricing

In this episode, we explore the nuanced relationship between pricing strategies and service design. The discussion highlights three key areas: Complex Pricing and User Interface Design: Daniele shares insights on how complex pricing can complicate user interfaces, using public transportation ticket machines as an example. He suggests that simplifying pricing could lead to more user-friendly interfaces. Innovative Pricing Models: The conversation covers innovative approaches to pricing, such as S...

Feb 07, 2024•35 min•Ep 14•Transcript available on Metacast

Introducing Service Design Principles 301-400

Guy 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...

Jan 25, 2024•9 min•Transcript available on Metacast

Waiting...

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-maki...

Jan 16, 2024•42 min•Ep 13•Transcript available on Metacast

Program Note – A Change of Format

Program 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 . Support us with Value 4 Value...

Dec 22, 2023•2 min•Transcript available on Metacast

SDP-012. Stop Giving Coupons When You Failed

We 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 e...

Dec 22, 2023•10 min•Ep 12•Transcript available on Metacast

SDP-011. Suggest Something After the Error

In 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 t...

Dec 19, 2023•8 min•Ep 11•Transcript available on Metacast

SDP-010. Explain Why This Error Just Happened

In 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 opera...

Dec 15, 2023•11 min•Ep 10•Transcript available on Metacast

SDP-009. Let Users Undo Their Mistakes

This 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 intera...

Dec 12, 2023•8 min•Ep 9•Transcript available on Metacast

SDP-008. Do the Penis Test and Think About What Could Go Wrong

Daniele 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...

Dec 08, 2023•8 min•Ep 8•Transcript available on Metacast

SDP-007. Don't Solve Every Problem You Are Asked to Solve

Daniele 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 s...

Dec 05, 2023•7 min•Ep 7•Transcript available on Metacast

SDP-006. It's Your F-ing Job to Know What I Should Buy

In 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 transfor...

Dec 01, 2023•11 min•Ep 6•Transcript available on Metacast

SDP-005. Every Customer Mistake, Is Your Mistake

Daniele 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 . 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 re...

Nov 28, 2023•7 min•Ep 5•Transcript available on Metacast

SDP-004. Always Think About What Happens Before and After Your Service

Daniele 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 . Support us with ...

Nov 24, 2023•9 min•Ep 4•Transcript available on Metacast

SDP-003. Make It Easy For Customers to Come Back

Daniele 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...

Nov 21, 2023•10 min•Ep 3•Transcript available on Metacast

SDP-002. Selling is Not The End, It's The Start

Daniele 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 ...

Nov 17, 2023•5 min•Ep 2•Transcript available on Metacast

SDP-001. The First Draft of Anything Is Shit

Daniele 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 . Support us with Value 4 Value ...

Nov 14, 2023•9 min•Ep 1•Transcript available on Metacast