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Hello and welcome to another episode of this is HCD. I'm your host Chi Ryan and Aussie designer, living in working in New York City. In this episode, I'm catching up with Marc Stickdorn and Adam Lawrence, co-authors of the cult service design books. This is Service Design Thinking and more recently This is Service Design Doing. If you aren't familiar with either of the books, we'll put the links into the show notes for this episode.
Marc on TwitterAdam on TwitterMore than MetricsExperience FellowSmaplyWork Play ExperienceThis is Service Design Thinking bookThis is Service Design Doing bookThis is HCD
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Before I tell you a little bit about this episode, I wanted to congratulate Sarah (and Lou) who got married at the weekend. From everyone at This is HCD, we raise a glass an wish you a lifetime of happiness together!
Also, Sarah will be appearing at Service Design Days in Barcelona. I’ve written about a special upcoming episode (and a ticket discount) for the podcast that I will be recording when I am hosting the conference next month.
In this episode
Hello and welcome to another episode of. This is HCD. My name is Gerry scullion and I'm a service design principle based in Dublin city, Ireland. I recently caught up with our next guest, Sarah. Sarah is a designer and CEO and cereal idea generator. She's co-founded, SNOOK, my police, Mydearest Scotland, our pride and the matter for this work. She was awarded a Google Fellowship for her work in technology and democratic innovation and named as one of Good Magazines 100-extraordinary individuals tackling global issues in a creative way daily. Sarah is a CEO of SNOOK an award-winning global design consultancy based in London and Glasgow. SNOOK on a mission to design a new program that works better for people and this is a perfect segue into what we discussed. We caught up recently in Dublin to talk about kickstarting a design revolution and what that actually means, how we can get design into the social consciousness -Sarah links
Follow Sarah on TwitterSnook websiteThis is HCD
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Saknas det avsnitt?
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Hello and welcome to another episode of 'This is HCD'. My name is Gerry Scullion and I'm a service design principal now based in Dublin, Ireland. In this episode we caught up with the brilliant Patrick Quattlebaum, co-author (alongside Chris Risdon) of the fantastic new Rosenfeld media book 'Orchestrating Experiences'. Patrick is founder of StudioPQ and former managing director of the service design consultancy Adaptive Path before its acquisition, after of which he was the Head of Service Design and Senior Director of Design at Capital One.
Patrick on TwitterBuy the book on Rosenfeld MediaConnect with Patrick on LinkedInThis is HCD
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Hello and welcome to another episode of ‘This is HCD'. My name is Gerry Scullion and I'm a service design principal now based in Dublin, Ireland. Recently I caught up with Sarah Richards in London. Sarah's a founder of Content Design in London, an organisation focused on delivering content designed training courses as well as working with organisations to help build the content design function internally.
Sarah previously held the role of head content design within the GDS, the government digital services team for the gov.uk. And in this conversation we actually go back in time to discuss what that was like, working with people who had no idea what content design was and how Sarah worked around that. Also joining in in this conversation was Joris Beets, international service design director for EY Seren in London.
Sarah on TwitterContent Design websiteBuy 'Content Design' the book (Amazon UK)Joris on TwitterThis is HCD
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Hello and welcome to another episode of This is HCD. My name is Gerry Scullion and I'm a human centred design practitioner based in Dublin, Ireland. In this episode, we caught up with Gerry McGovern, one of the most well known and loved customer experience advocates in the industry today. Gerry has developed a number of fantastic models over the years such as Top Tasks and also curates and creates one of the best weekly experience design newsletters on the internet. Sign up below.
Gerry's been described by the Irish Times as 'one of the five visionaries who has had a major impact on the development of the web'. He's a fantastic speaker and by the time this episode gets released we'll have completed three of the four dates as close and keynote speaker on Jeffrey Zeldman's An Event Apart conferences in the US.
Gerry has written six books, one of which came across my desk a number of years ago by Gerry Gaffney in Melbourne. The three Gerry's all Irish and all doing something pretty similar. So, going back to this episode, we discussed trust and we cover off what is trust to Gerry; the role of trust in society and in relation to the exchanges between customers and organisations. We speak about how customers have evolved at an exponential rate that exceeds that of organisations and now organisations are playing catch up.
Gerry McGovern on TwitterSign up to Gerrys McGoverns amazing newsletterBuy Gerrys books Read the transcript of this episodeThis is HCD
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Welcome to another episode of ‘This is HCD’ coming direct to you from the city where dreams are made, New York City. I’m your host, Chirryl-Lee Ryan and in this episode, I’m speaking to Joey Zeledon, an award-winning designer with a background in product design, experience design and design strategy.
Pre-order Touch FeelyJoey Zeledon on Instagram -
Hi and welcome to another episode of 'This is HCD' coming to you from Brooklyn, New York. I am your host Chirryl-Lee Ryan and in this episode I'm speaking to Adam Fivenson, a user researcher and self-described 'non-designer' of new technologies for civic engagement.
Adam works at DAI, an international development company who tackle fundamental social and economic development challenges caused by inefficient markets, ineffective governance and instability.
Adam has worked on projects around the world from Thailand to Sri Lanka, Ethiopia to Colombia and Indonesia to Cambodia. Right now Adam is working on a project in Guatemala.
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Hi everyone my name is Adrienne Tan. I'm a co-host at 'This is HCD' podcast. In this episode, I'll be speaking to Ivy Hornibrook who will talk us through her career transition from UX into product management.
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In this episode, we discuss what role, if any, can technology play in support of people suffering with mental health.
I wanted to give you a bit of context on the topic in this episode. So I'll start by telling you a little bit about bipolar disorder, once called manic depression. Bipolar disorder is a medical condition which affects the brain and in many cases causes extreme mood changes. Someone with this disorder can be very high and overexcited or very low and depressed often with periods of normal moods in between. Now up to 2 per cent of people or 460,000 adults in Australia experience, the symptoms of bipolar disorder and one of those symptoms is mania which can be experienced as euphoric by some but also highly distressing for others, leading at times to devastating consequences. So destructive mania can be difficult to contain once in full flight and much emphasis is therefore put in preventing it from occurring when signs or signals emerge.
Connect with Faruk Avdi on LinkedIn -
In this episode, I caught up with Victor Rodrigues, the chief software architect and user experience advocate for Cochlear, one of Australia's most loved and most successful innovation success stories. For anyone who is unaware, Cochlear produce implantable solutions for the profoundly deaf. And for anyone with their technological finger on the pulse may have seen late last year on all the tech websites a partnership between Apple and Cochlear.
This basically allows people with the device to stream audio from their Apple device directly to the Cochlear device. We discussed how this idea came about internally at Cochlear and how does a good idea enter the business conversation internally and what Victor did over a decade ago to get the design buy-in at the board level and what impact this had to the business overall.
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In this episode we caught up with Marc Stickdorn, co-author of ‘This is Service Design Thinking Book’ and most recently the epic and one of the most important design books in yonks, ‘This is Service Design Doing’, a book that has been celebrated in the service design community like it’s the millennium.
Update May 2018 - We have a number of copies of the book to giveaway to people subscribed to our fortnightly newsletter. Thanks to More than Metrics and O'Reilly Media in New York for their support of the podcast. Sign up now
Thanks to theRSA.org for being patrons of the podcast.
Links from this episode
This is Service Design Doing Book (There's a fantastic free PDF download of Free Methods)This is Service Design Thinking Book WebsiteOne of my favourite customer journey mapping tools - SmaplyMobile ethnography tool - Experience FellowWho is Marc Stickdorn?Follow Marc Stickdorn on TwitterRead the transcript of this episode -
In this episode, we chat with the author of Ethnographic Thinking, Jay Hasbrouck. We go through what ethnographic thinking is and how it should be applied to inform richer contextual insights for design teams and how designers have abused or misunderstood ethnography and even touch on some retail rituals in the US and talk about how going off-piste in Jay's research plan in Japan led him to a shoe hotel and all the rich insights about the culture that followed.
Jays websiteJay Hasbrouck on LinkedInBuy Jay's book 'Ethnographic Thinking: From Method to Mindset (Anthropology & Business)' on Amazon' -
In this episode, we caught up with Gentleman designer himself, Jon Hicks. Jon is a graphic designer and illustrator but has worked across a broad spectrum of mediums in his career. Most of us will be familiar with Jons work, whether it be the first Firefox logo, or Spotify's icons, or ANZ customers in Australia will recognise his icons in their applications. Having worked with Jon many times over the years, I can honestly say he’s one of the best in the world at what he does, so was incredibly happy to have him on the show.
Also joining in on the conversation was Principal Designer at Intuit, Aman Braich who is a brand expert and helping reshape the brand identity for Intuit both in Australia and the US. So I sandwiched between icon and brand gurus in this episode. We discussed the differences and similarities between icon and brand, governance of both, the importance of context in design, and much more.
Discuss this episode on the This is HCD Slack Channel.
Read the transcript of this episode
Links
View Jons work at Hicks DesignWatch Jon talk about The Icon Design ProcessRead Jons blogFollow Jon on TwitterConnect with Jon on LinkedInConnect with Aman Braich on LinkedIn -
Hello! I'm Gerry Scullion, and in this episode, we have the brilliant Greg Bernarda, who some of you might know of being co-author of the excellent Value Proposition Design book by Strategyser. This book has been adopted by many service designers, product managers and business designers around the world - so it should be familiar to a lot of the listeners today.
So, today's topic is an absolutely massive one "most organizations still largely live in the 20th century, in a world where the key currency for success has been ‘exploitation’. But in the 21st century, the name of the game is ‘innovation’. Those are two very different capabilities. Exploitation is about excelling at executing, and scaling products and services in a largely known environment. Innovation is about navigating the unknown, exploring possibilities, and experimenting with new ways of creating value for people with ever-evolving needs." Service Design, Product Management, UX are all part of the later. I'm really excited to get into this. Also joining this episode is the wonderful Nick Coster, co-founder of Brainmates.com
Read the transcript of this interviewBusiness Model Design for 21st-century companies on StrategyserConnect with Greg on LinkedInGregBernarda.comFree 100-page preview of Value Proposition Design bookBuy the Value Proposition Design book -
This episode is the second part in a two-part series with Andy Polaine, the regional APAC design director for Fjord and Simon McIntyre who is the Associate Dean of Education in UNSW, formally COFA, the College of Fine Art and Design.
In the first part, we spoke about the problems faced in education and spoke about some of the origins of these problems. This episode builds on that but goes deeper into the work that UNSW is undertaking about redesigning the university with a focus on enabling a culture that will better place their students for the future.
What's so good about this combination of Andy and Simon is not only have they worked together before but is the relationship between Andy's service design history and his academic past in teaching in Europe. Together with Simon, they approach the subject of the future of education with pragmatism.
Simons email mentioned in this episode S.McIntyre@unsw.edu.auConnect with Andy on @Apolaine on Twitter, his website at polaine.com, via Fjords website at Fjordnet.com Read the transcript of this episode at thisisHCD.comJoin the This is HCD Newsletter and receive a fortnightly email with interesting design related and industry linksHelp the podcast grow by reviewing it on iTunesTIHCD is brought to you by Humana Design -
Chirryl-Lee Ryan and I were recently together on a design-panel, Designing for Social Impact, for Academy XI in Sydney and had a whale of a time.
We caught up in Melbourne a few days later to extend that conversation, and go deeper into areas that we touched on at the Designing for Social Impact design panel.
In this episode, we discuss;
Are we making things better with design?The problems service design and UXAre we making things better with design?What shoes would Chirryl wear in a zombie apocalypse?...and what the future of service design and design in general looks like through Chirryl's eyesLinks mentioned in this episode
Journey of a Coke CanKa-Ching MovieChirryl-Lee Ryan on LinkedInJoin the This is HCD Newsletter and receive a fortnightly email with interesting design related and industry linksHelp the This is HCD podcast grow by reviewing it on iTunes, pretty please? TIHCD is brought to you by Humana Design -
Over the course of the last year or so, I’ve heard whispers in the UX community of a new role emerge called a UX Writer and instantly was drawn to it as I have identified the issues many times in my career of the solutions that a role like this can address. She also published a really great article on Medium that I’ll also add to the show notes. We caught up online to record this episode, and had a good chat about how Rachael got into the industry, what she does, the principles of good UX writing, what tools she uses and much much more.
Join the This is HCD Newsletter and receive a fortnightly email with interesting design related and industry linksHelp the podcast grow by reviewing it on iTunesLinks from the show
Content + UX Slack groupTalking microcopy: Writing UX Facebook groupWriting for user interfaces blog by Beth Aitman@tinywordsmatter Twitter accountUI content resources list by Megan WhalinNicely Said: Writing for the Web with Style and Purpose by Nicole Fenton and Kate Kiefer LeeEvery John Saito post everWriting for the web articles from Nielsen Norman GroupMaterial Design’s interface writing guideHemingway app readability checkerUX Australia 2017 PresentationRachaels ‘Bring out your UX Writer’ - Medium ArticleTIHCD is brought to you by Humana Design -
In this episode, we caught up with Andy Polaine who is Regional APAC Design Director for Fjord and also professor Simon McIntyre from UNSW to discuss the future of education and ask the mammoth question of, "Is education broken?".
This episode is sponsored by Sustain Digital via a $500 donated to CaraCare.org.au
Sustain Digital is a recruitment company with a difference, they are ethical and are really passionate about what they do with global recruitment experience. So they're not your typical recruiters and they give back to the community. So most importantly they find the best talent, so they're like a matchmaker between employers and employees. If you’d like to get in touch with their founder Hollie Colbert you can do so via hollie@sustaindigital.com. Thanks so much for the donation Hollie!Links
Read the transcript of this episode at thisisHCD.comJoin the This is HCD Newsletter and receive a fortnightly email with interesting design related and industry linksHelp the podcast grow by reviewing it on iTunesTIHCD is brought to you by Humana Design
- Simons email mentioned in this episode S.McIntyre@unsw.edu.au
- Connect with Andy on @Apolaine on Twitter, his website at polaine.com, via Fjords website at Fjordnet.com -
Hello! In this episode, we spoke with Elizabeth Pek, Director of Experience Design at BT Financial Group, about what she believes makes a good designer. This episode is jam-packed with information for both Designers and Design Managers alike.
This episode was hosted by Adrienne Tan and Mark Catanzariti.
Read the transcript at thisisHCD.com
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Help the podcast grow by reviewing it on iTunesTIHCD is brought to you by Humana Design -
** Happy New Year to everyone and thanks for tuning in. We hope 2018 is a great year for you, and thanks for all your support in 2017 **
In this episode, we caught up with Eduardo Kranz who is a design director at Fjord Canberra. We discussed where the service design and UX professions intersect in respects to the skills and activities that are done on a day to day basis.
Join the This is HCD Newsletter and receive a fortnightly email with interesting design related and industry linksHelp the podcast grow by reviewing it on iTunesTIHCD is brought to you by Humana Design
We didn't get into the definition of what service design is or isn't or any of the other semi contentious issues around the two practices. We did, however, drill deeper into the practices and daily rituals that Eduardo believes better serves both service design and UX practitioners, and most importantly the client and/or project in question. - Visa fler