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”.
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
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 values, avoiding generic terms that might mislead stakeholders.
Guy adds his perspective, recounting how different group names at a former job—councils, committees, working groups—helped clarify roles and responsibilities. The talk explores the balance between innovative and standard naming, using a tech company’s choice of a new product term as a case study.
Listeners also hear about a well-known entertainment company’s unique naming conventions for visitors and employees, illustrating how thoughtful naming can shape experiences.
The episode concludes with Daniele’s cautionary tale on the importance of easy-to-spell names, highlighting potential issues with misspellings. Tune in to learn more about the strategic significance of naming in service design.
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00:00 Intro
01:11 Give Everything a Name
05:25 A project name can make or break a project
07:39 Councils, Committee, and Working Groups
10:47 Stop Inventing Silly Names for Standard Stuff
19:28 Don’t Assume That I Know How to Spell Your Company Name
23:20 Some History on “Neolux”
25:24 An Apple by any other Name
30:26 Summary
31:19 Outro
31:51 Credits - Thanks to Castopod.com
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
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 it’s still noticeable. Sorry for this drop in quality - it’s a valuable lesson learned!
Chapters
00:00:00 Workplace
00:00:02 Intro
00:01:15 Employee experience is an essential part of Service Design
00:12:27 Work Can Wait
00:20:57 The benefits of rest
00:26:26 Employees Should Check Their Email Less Often
00:32:58 Put Some Stupid Plants to Make Your Workplace Better
00:34:28 Your Open Space Is Like Hell
00:43:04 Mistakes Are Worthy Only If You Share Them
00:48:21 Create a process of recognizing your colleagues
00:51:50 A brief caveat for those in toxic environments
00:56:17 You Need To Repeat a Behavior for 66 Days to Create a New Habit
01:01:03 Authority does not a leader make
01:06:19 Wrap up
01:07:45 Credits - thanks to Castopod.com
Mentioned
Leadership is Language - L. David Marquet
Atomic Habits - James Clear
Deep Work - Cal Newport
Technology
Season 1 · Episode 16
Friday, April 19, 2024 • Duration 52:52
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 humans (SDP 33)
22:12 Let me speak with a Human (SDP 34)
26:46 Why can’t I answer this email? (SDP 35)
32:53 The balance between user-friendliness and security.
33:52 IT is your peer with a different perspective.
35:39 Stick with the tools you already have.
39:28 …or maybe not.
44:16 It’s now time for websites that react to the context (SDP 36)
51:31 Outro
52:12 A small request.
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
Impersonal Service
Season 1 · Episode 15
Wednesday, April 3, 2024 • Duration 35:22
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 Different Levels of Service Design
13:28 Some good advice when facing change and uncertainty
15:19 Making It Personal Is Different For Every Culture
18:01 Culture is more than just nationality
23:41 Just Remember Me
29:03 and for extra points, Remember My Preferences
31:43 If you already have the information, use it!
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Pricing
Season 1 · Episode 14
Wednesday, February 7, 2024 • Duration 35:26
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 Switzerland’s “L’abonnement général” for public transport, and the simplicity and transparency of Basecamp’s pricing model for SaaS. These examples illustrate the benefits of straightforward pricing structures in enhancing customer experience.
Psychological Impact of Pricing on Quality Perception: Daniele discusses how pricing affects customers’ perceptions of quality and engagement, sharing personal anecdotes about book pricing strategies. The episode delves into ethical considerations in pricing, emphasizing the importance of building meaningful relationships through thoughtful pricing strategies.
Overall, the episode sheds light on the intricate role of pricing in service design, urging designers and businesses to consider how pricing strategies impact user experience, customer relationships, and perceived value.
(Show summary by ChatGPT)
00:00 Intro
00:49 The Problem Is Not the Interface, It’s the Pricing
04:48 L’abonnement Général
07:19 37 Signals
07:50 Basecamp Pricing
09:41 Bigger Organizations
10:21 Trade-offs
12:04 Show Me Your Damn Pricing
13:20 Provide recurring services? You’re in a relationship.
16:15 The Price Changes The Quality Without Any Other Change
22:17 A higher price gives you room
25:55 Guy doesn’t answer the question.
27:20 Pricing in threes
29:11 BANT Framework
30:04 Quantitative elements have lots of research and data
32:23 Some takeaways
34:21 Wrap up
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 from a global tour where he engaged with service design experts. This iteration is not just a book but a comprehensive media experience, featuring around 10 hours of video content. It integrates expert discussions directly into the narrative, allowing readers to explore topics more deeply online.
We also touch on the diverse content and the inclusion of a curated list of resources at the book’s end, making it a valuable tool for both casual reading and in-depth exploration of service design.
Highlighting the communal aspect of this launch, Daniele invites listeners to a unique party, marking the book’s release. Unlike typical launch events, this gathering aims to foster a broader discussion on service design, encouraging questions and interactions with experts from around the world.
00:00 Intro
00:24 What is a Service Design Principle anyway?
02:17 What’s different about this volume?
03:42 So much content!
05:03 It’s a party
06:49 Thanks giving
08:20 Outro and Event information
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-making processes.
The conversation shifts to practical strategies in customer service, focusing on modern solutions like callback options in hotlines and designing more thoughtful on-hold experiences. We highlight the importance of transparency and communication in setting realistic expectations and providing clear information to enhance customer satisfaction.
We talk about the potential of using waiting time creatively, suggesting that waiting periods can be transformed into opportunities for education and engagement, offering examples where waiting time is utilised to provide informative content or entertainment.
The role of smartphones in waiting scenarios is also discussed. We acknowledge the prevalent and almost addictive use of mobile devices but suggest that allowing phone usage in waiting areas can be beneficial.
We then conclude that waiting can actually have a strategic value in service design. When managed appropriately, waiting can be an integral and constructive part of the service experience.
Chapters:
00:00 Welcome
00:29 Today’s Episode - Waiting
01:47 The role of perception
03:44 Cooling off periods
07:12 How can we make make waiting more tolerable
10:09 Small courtesies
13:00 Some classic examples of changing perceptions
15:25 A mental framework for waiting
18:59 Under Promise, Over Deliver
20:24 Waiting time isn’t just about waiting time.
25:19 SDP 18 and 19 - Smartphones and waiting
30:30 Why are we waiting?
Program Note – A Change of Format
Season 1
Friday, December 22, 2023 • Duration 02:28
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.
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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 excessive swearing loses its emphasis.
We also explore the unintended consequences of such practices, drawing parallels with a story from “Freakonomics” about a kindergarten that introduced fines for late pickups, which inadvertently increased late pickups as it turned a moral obligation into a transaction.
“Freakonomics” by Steven D Levitt & Stephen J. Dubner, published by Penguin Books.
The conversation then shifts to the importance of knowing when to use different tools in service recovery. Daniele highlights the Swiss railway system, where discretion is given to frontline workers to handle mistakes, emphasizing the need for a varied toolbox in handling service errors.
We also touch on the issue of customers gaming the system, particularly in the context of hotel loyalty points, where complaints can be leveraged for rewards. This leads to a discussion on the importance of not normalizing coupons and understanding the customer’s perspective – a coupon requiring further engagement with the service may not be appealing to a dissatisfied customer.
Lastly, we discuss the broader implications of automating responses like coupons, urging businesses to consider the habits and expectations they are creating with such practices.
This episode offers a critical look at the overuse of coupons in service recovery and the need for more thoughtful, context-sensitive approaches to addressing service failures.
00:00 Intro
00:03 Welcome
00:38 Creating Expectations
03:06 Unintended Consequences
SDP-011. Suggest Something After the Error
Season 1 · Episode 11
Tuesday, December 19, 2023 • Duration 08:24
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 turns to the concept of empowering users in the face of errors. We talk about how service design should provide users with options and guidance to navigate through errors, turning these moments into opportunities for positive interaction and problem-solving.
We also cover proactive error management, including strategies like automatic error reporting. We highlight how showing users that steps are being taken to address issues can build trust and reliability.
Recognizing the diverse needs and capabilities of different businesses, we address the challenges, especially for smaller companies, in implementing advanced error management technologies. We emphasize the importance of using available resources to enhance user experiences in error situations.
To conclude, we stress the importance of viewing errors as opportunities to assist and support users, aiming to create a more seamless and effective user experience in service design.
00:00 Intro
00:03 Welcome
00:51 We explained why an error occured, what now?
02:10 404
05:59 Suggesting is one thing, but if possible, take the action on behalf of the user
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Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
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.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
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.
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.
Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.
Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.
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.
