Service Design YAP
Service Design YAP is a community podcast produced by the UK chapter of the Service Design Network. Each episode profiles a member of the design community, exploring lessons from their career path and sharing their favourite design war stories. The podcast was created to help designers who often work in isolation connect with a wider community, offering insights into craft and careers. The meaning behind the show's name, YAP, is deliberately kept a secret. The show welcomes service designers from the UK community, especially those with new primary research or case studies.
Episodes
The Meaning in the Messiness: Exploring human experience from birth to death (via the pub) with Tony Sampson
Send us Fan MailAs the experience economy has expanded from hotels and theme parks to maternity wards and hospices, has design delivered better outcomes for people or have we designed out the more abstract parts of experiences, making them easier to measure and manage, but devaluing them for people?In this episode we chat to Tony Sampson, reader in digital communication at the University of Essex
From crying in the shower to creative leadership, with Rama Gheerawo.
Send us Fan MailDoes the 21st century need a new leadership paradigm? Rama Geheerawo thinks that we do. Through his work with global large enterprises, he's found that bringing a design sensibility to the task of redefining better formats for leadership has yielded "Ah Ha" moments as well as real commercial impact. About Rama:Prof. Rama Gheerawo is a global authority on inclusive
Are you a Design Leader or a Business Leader? YAP talks with Marzia Aricò
Send us Fan MailIn this episode we talk to Marzia Aricò about design leadership and Marzia shares great stories that illustrate the key to creating traction and long-term impact as a design leader.We particularly liked talking about Marzia's experience of taking design into London Business School and the challenges that she faced repositioning design as a way to generate commercial value, ra
Service Design Global Conference 25: Exclusive Sneak Peak - Two
Send us Fan MailThe Service Design Global Conference is just under a month away, but we couldn't resist grabbing time with design podcast legends, and conference keynote presenters Jesse James Garrett and Peter Merholz. The founders of Adaptive Path and now co-hosts of Finding Our Way (its the design podcast that we want to be when we grow up), will be looking at how design leadership needs
Service Design Global Conference 25: Exclusive Sneak Peak - One
Send us Fan MailIn this bonus episode we speak to Yvonne Tran, product design director at the New York Times, AND Shipra Kayan, Miro's Chief Design Evangelist, AND Shelley Evenson, a founding SDN member and Berkeley Design Fellow.So many stellar guests can only mean one thing: Service Design Global Conference is around the corner. Each speaker gives us an exclusive peek into their con
Leading Service Design Spanners, with Mark Howell.
Send us Fan MailMark 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 touc
Thinking about Inclusive Design Research, with Ashley Peacock from AbilityNet.
Send us Fan MailDesign 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 expert
What D-School forgot to teach designers about storytelling, with Lyle Sandler
Send us Fan MailIn 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 bottle
How to pitch and deliver great work when your client doesn't speak "Design", with John Lynch
Send us Fan MailIn 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
Design's role in transformation programs with Livework's Ben Reason.
Send us Fan MailDesign 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, K
Designing the world's best digital transport experience, with TfL's Hanna Kops
Send us Fan MailTubes, 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
Emergency Service Design: How design is reshaping policing in Scotland with Chris Muir
Send us Fan MailWhen 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
The AI YAP Episode
Send us Fan MailIn 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 cu
Improv as a Prototype and other tactics designers need to steal from stage-craft, with Adam St John Lawrence
Send us Fan MailIn 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
How your design superpowers can spark innovation with Ian Crawford from NatWest Group.
Send us Fan MailHow 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 evalu
Meet the Next Generation Service Designers (Recorded Live at SDGC Helsinki).
Send us Fan MailIn 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 AbundisEva Mega AstriaJane Tzu-Yuan ChaoAnna HanJihee HwangLinda PaulauskaAgata Kowalska Resources Listed In thi
Why magicians make the best designers, with Adrian Westaway, co-founder of Special Projects
Send us Fan MailSpecial 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 somethi
How should seasoned service designers invest their personal development budgets?
Send us Fan MailOften 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
Farmer-Centred Design: An award winning project from Hellon
Send us Fan MailThe 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 consultan
Exploring the Service Design Global Conference in Helsinki
Send us Fan MailThe 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
Thinking about Inclusive Service Design with Elle Beange from Deloitte Digital
Send us Fan MailTo 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 f
Redesigning prison education by fostering trust (and founding a record label), with Judah Armani
Send us Fan MailEver 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
Knowing when its time to quit. Emma Parnell talks about the importance of being intentional when making your next design career move.
Send us Fan MailIn this episode we meet designer Emma Parnell and talk about working out when its time to move on. InMany 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 l
How to pay bills and feed your soul with a Service Design portfolio career, with Daniel Tuitt.
Send us Fan MailMany 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 fee
Does designing with love improve service outcomes? YAP talks with Clive Grinyer.
Send us Fan MailIn 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 lin
How play encourages bolder outcomes in collaborative service design, with Kris Kelly-Frère
Send us Fan MailKris 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 con
Exploring Trauma Informed Service Design, with Jenny Winfield
Send us Fan MailIn 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:SafetyTrust/TransparencyAgency &Hope Jenny also shows how these have been applied in her favourite projects - who knew that death
How design helps drive user-centred transformation in large enterprises, with Jeanette Clement from BT EE.
Send us Fan MailIn 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
Service Design YAP meets Scott Shaw: design leader ex- R/GA ex-Beats by Dre
Send us Fan MailIn 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.
Service Design YAP meets the Next Gen Designers at SDGC Berlin
Send us Fan MailAt 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.PolinaValentinaAndreaOona Amanda AnnuFelipeTetyanaJaidonThe YAP team for this episode were:Elmer ZinkhannJean Wat
Service Design YAP talks about the SDN Global Conference -Berlin!
Send us Fan MailOn October 5th-6th Service Designers from across the world will come together in Berlin for the Service Design Global ConferenceThey'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 pi
How pioneers establish a culture of design in companies, with Amy Blackwell VP of Experience Design J.P. Morgan
Send us Fan MailWhat 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 Blackw
How can designers tackle the climate crisis with Aurelie Lionet from Design Declares.
Send us Fan MailHow 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
Finding innovation opportunities within taboo topics, with Katinka Schaaf, Service Design Lead Admiral Pioneer
Send us Fan MailKatinka 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
Service Design meets Speculative Design, with Tobias Revell from the Arup Futures Team
Send us Fan MailWHY 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 greenwas
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