Service Design YAP – Détails, épisodes et analyse

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Does 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 design and creative leadership, working at the intersection of innovation, business, and human-centred design. 

He is the author of Creative Leadership: How to Design the 21st Century Organisation, a bold book for creatives that puts empathy, clarity and creativity at the core of leadership. Published internationally in paperback, audiobook and ebook, it has resonated with leaders across 40+ countries and is rapidly redefining leadership for a new era. Rama is the Founder of INSTILL and President of EIDD – Design for All Europe. Formerly Director of the Helen Hamlyn Centre for Design at the Royal College of Art, he has led over 100 collaborations with global organisations including Samsung, Toyota, Tata Consultancy Services and Panasonic, turning inclusive design into business advantage and social impact. His Creative Leadership model has trained thousands, including 850+ senior civil servants, and is helping shape leadership cultures worldwide. Named a Creative Leader alongside Paul Smith and Björk, and awarded the Design Week Hall of Fame in 2019, Rama brings unmatched energy, empathy and vision to every stage.

A highly sought-after keynote speaker and advisor, he challenges assumptions, unlocks potential, and empowers individuals and organisations to lead with humanity. Rama sits on numerous boards and advisory committees including The Valuable 500, D&AD Awards, Dezeen Awards and the Global Disability Innovation Hub. He is also a Visiting Professor in Asia and Europe.

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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In 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, rather than a form of corporate entertainment or light relief. 

Marzia shares practical tips for those of you looking to make the jump from design expert into formal leadership roles,  and we talk about the attitudes, behaviours and competencies that you need to adopt, maintain and discard if you're going to transition successfully. 

About Marzia

Marzia Aricò is a strategic designer, leadership coach, and consultant helping large organisations navigate transformation through design. With over 17 years of experience, she works with executives and design leaders to build the mindsets, structures, and capabilities needed to make design a true driver of strategic decision-making.

Her work blends systems thinking, organisational design, and leadership development — turning complexity into clarity and intent into action. Marzia is the founder of Design Mavericks, a global community of design leaders shaping the next chapter of the discipline, and the author of Design Leadership Chronicles (BIS Publishers).

She regularly collaborates with senior teams across sectors and speaks internationally about the evolving role of design in governing intelligent, adaptive organisations.

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

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 at every level to discover, design and deliver services that keep people in Scotland safer. 

Chris talks about the benefits of running a design studio in a 14th century castle, once owned by the Blackadder family and of how the design team's six principles helps the to build trust and deliver value through their work. 

We talk about how spending time out on patrol with officers helps Police Scotland's designers to create services that meet the needs of officers whether they're in high population density Glasgow, or in the rural extremes of the Highlands & Islands.

References from this episode. 

Radical Candor. https://amzn.eu/d/h04WOyV
Nine Lies About Work https://amzn.eu/d/7m9vFq2
This is Service Design Doing https://amzn.eu/d/3DCngOv
Beyond Sticky notes: https://amzn.eu/d/j0RFTrH
Good Services https://good.services/home
McDonalds removes AI from their sites https://www.bbc.co.uk/news/articles/c722gne7qngo#:~:text=McDonald's%20is%20removing%20artificial%20intelligence,orders%2C%20was%20announced%20in%202019.

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

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 will the design profession evolve in the face of AI?

In the spirit of exploration we  just asked AI... and we also wondered if we could use AI to create an entire episode of YAP.

We also saw this experiment as a way to find tools that could help designers to build audio mock ups, or provocatypes; thought provoking artefacts that you don't want to spend too much time on, but which land better with the target audience if they have good production quality.   

Let us know what you think of the episode and where you think that designers are under estimating the impact AI in the design process at the moment. 



To create this episode we used:

• Chat GPT to collate content. The tool gave us deeper case study content, but failed to really bring any new concepts to the table.
• Jelly Pod structured and create the podcast audio. Jelly Pod's text editor will really help designers looking to create audio provocatypes as its quick and easy to use.  The custom voices also make audio mock ups really compelling.
• Suno was used to create the new closing music. Its simple and even simple prompts generate quality outputs aligned with expectations.  
• Adobe Firefly to create the episode cover. This needed the most rework and lags behind tools like Mid-journey.

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

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 will find funny and enlightening in equal measure.

Enjoy your break, how ever you spend it.

Let us know what you think about the episode on our Insta account ; tell us which podcasts are inspiring you and  who you think  we should interview next.

https://www.linkedin.com/in/stickdorn?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_app

The YAP team will see you in 2025. 

Please note, no rubber chickens were harmed in the making of this episode.

Links from this episode:

https://www.thiagi.com/game-design
https://www.appliedimprovisationnetwork.org/

Adam, Marc Stickdorn,  Markus Hormeß and Jacob Schneider’s book This is Service Design Doing.

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

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 banking in the future. 

In a conversation that roams from Dieter Rams to Blackadder's Christmas Carol, we explore how you can promote two of your designer superpowers: 

• Framing and encouraging bolder thinking,  
• Expert facilitation helping to create consensus and commitment to get great ideas into the real world.  

About Ian

Ian leads an Innovation Design team at NatWest Group as part of a wider department of approximately 70 people in Innovation & Partnerships. The department are responsible for catalysing the creation of brand new services, products and experiences for the wider Group, often leveraging start-ups and other technology partners to bring NatWest’s strategy to life.

He is an award-winning designer with over 15 years of experience across design, digital strategy and marketing and has worked with a wide range of organisations including Lloyds Bank, Amazon, Microsoft, CYBG, Standard Life, the NHS and Scottish Government among many others.

Sources cited in this podcast:

The Innovation Expedition:
The Jobs to be Done Playbook:
When Coffee and Kale Compete: 

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

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 Researcher's Guide.

Doug Deets video on Transforming Healthcare.

Fireside chat with Don Norman

Change by Design. Tim Brown

Humans of New York (and other countries)

Jane Jacobs documentary


Dan Hill: Dark Matter and Trojan Horses video

This is Service Design Thinking/Doing 


This episode's interviewers were:
Alice Kennedy
Jean Watanya

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

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 burlesque experience, Lost Vagueness; about managing creative partnership with your life-partner and talk trough how to create awe when designing experiences.... Could it be magic?  We certainly think so.

About Adrian.

Adrian is an award-winning designer and inventor whose unique approach to design draws on his two biggest passions: magic and technology. Fascinated by the similarities between the two disciplines, he joins them together in products and experiences that have the ability to not only surprise and delight but prompt positive change for individuals and communities.

As co-founder of Special Projects, the London-based design and innovation studio, Adrian leads a team that crafts strategic design visions and reinvents user interactions for forward-thinking global clients. Special Projects blends magic, humanity and technology to transform ordinary interactions into extraordinary experiences. The studio's work spans sectors including consumer goods, technology, AI, automotive and health and wellbeing for clients such as Google, Samsung, BBC, Lego, Sonos and P&G.

A thought leader on design thinking and innovation, Adrian frequently speaks at events for organisations such as Innovate UK, Design Museum and Google Creative Lab and was on the Advisory Panel for the UK Design Innovation Network, helping deliver the UK Government’s innovation strategy.In 2007 Adrian became the first ever James Dyson Fellow, and in 2012 a Fellow of the Royal Commission of 1851. He is also a full member of the Magic Circle.

Links from this episode.

Hoxton Street Monster Supplies.

Its not how good you are, its how good you want to be. By Paul Arden

Anika Yi's great flying sculptures at The Tate Modern

The Helen Hamlyn Centre for Design.

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

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 at the Service Design Academy in Dundee, Scotland and share their journeys to mastery.  They also talk about the career benefits of accreditation and provide tips for those considering becoming accredited.

Katie and Kim also talk about a spectrum of CPD options for for experienced Service Designers, ranging for Tuscan retreats with the Co-Creation School, through to free and fun design safaris.   

Links to content from this episode.

Find your SDN Accreditation level here....and find out more about the program.
The Co-Creation School
The RNIB conference talk about of inclusive design.

SDGC Tickets

If you've yet to book your ticket to the conference click here. Virtual tickets are still available.

Service Design YAP listeners get a 5% discount code.

SDYAPVIRTUAL5

This code works for virtual and in-person tickets. Enter the code as you check out.  A box will appear top right!

Want to win a virtual ticket?  Go to the SDN UK Instagram site and repost your favourite YAP episode to be entered into a draw to win a €350 ticket.  

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

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 and carbon footprints to drive better outcomes for a complex partnership ecosystem.

Andy and Pinja also talk about how participating in the awards has helped them deepen their relationship with their client, the crop nutrition company Yara, whilst also giving them an fantastic case study that's driving new sales with new clients. The project also won a Fast Company Innovation by Design  Award, giving rise to Hellon being hails as the "surprising middle man" of Innovation.

We also spend time discussing which Moomin best represents Service Designers. If you disagree.... and I'm sure that you will, why not try the "Which Moomin Are You" test and post your results to the SDN UK instagram account.

To review and vote on this years SDGC Award nominated project click here. There's a simple log it to keep people honest.

___________________________________________________________

If you've yet to book your ticket to the conference click here.

Service Design YAP listeners get a 5% discount code.

SDYAPVIRTUAL5

This code works for virtual and in-person tickets. Enter the code as you check out.  A box will appear top right!

Want to win a virtual ticket?  Go to the SDN UK Instagram site and repost your favourite YAP episode to be entered into a draw to win a €350 ticket.  

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