Podcasts about service designer

Linn is a leading advocate for service design in Canada and co-founded Service Design Toronto in 2013. She runs Made Manifest, a boutique consultancy, leading transformational projects for clients like Mejuri, TELUS, Shopify, and the City of Toronto. She writes the Ask a Service Designer newsletter and has spoken at global conferences like Service Design Network, CanUX, and Service Design in Government. Linn has also appeared on podcasts such as the Service Design Show and Power of Ten. She loves glitter, dancing, cats, lifting heavy things, baking, and making themed playlists.Sign up for the Ask a Service Designer Newsletter: https://tinyurl.com/askaservicedesigner

Tu peux soutenir sur le podcast sur KissKissBankBank ou en mettant 5⭐️ sur Apple Podcasts ou Spotify !Romain est l'ex-CTO & Head of Product d'OpenClassrooms.Romain a un parcours atypique. Il commence son parcours par des études d'ingénieur du son, puis en fait son métier pendant quelques années, tout en ayant un groupe à côté.Ayant du mal à vivre de sa passion, il fait une reconversion professionnel et devient développeur dans une ESN. Petit à petit, il endosse également un rôle de project manager. Mais il enchaine les projets régulièrement, sans forcément avoir un véritable challenge. Ce qu'il recherche, c'est un projet de fond, qu'il peut creuser.Il rejoint alors Le Site du Zéro en tant que développeur. A l'époque, il s'agit d'une plateforme d'apprentissage communautaire et d'une maison d'édition.Au début, il vient pour développer la plateforme d'apprentissage du futur. Dont il reprend le management produit et design dans la foulée. Côté design, il gère un designer qui fait surtout des bannières pub et de la PAO.Après 1 an et demi, la plateforme évolue et devient OpenClassrooms. Exit la maison d'édition, la plateforme de vient 100% numérique. A ce moment, Romain n'a pas les compétences en design pour faire évoluer la plateforme, il pense d'ailleurs qu'il doit être un créatif pour faire du design. Et cela ne colle pas pour lui : il faut réussir à solutionner des problèmes , par faire de la création pour faire de la création. S'engage alors une transformation du graphisme vers du UI Design pour le rebranding. S'engage même un systématisation du Design - on ne parle pas encore de Design System - pour avoir de la cohérence partout sur le suite et améliorer la rapidité d'éxécution.Puis l'UX Design commence à émerger et Romain recrute un UX Designer pour faire grande l'entreprise sur cette compétence. Il décide alors de créer des binôme UI & UX Designers pour créer le produit OpenClassrooms. Le niveau d'exigence du design augmente également : tous les choix pris doivent être justifiés pour couper court à tout débat. A ce moment là, les processus sont aussi standardisés et l'outillage se développe en interne pour aller plus vite et simplifier le travail des designers, développeurs et du produit.Mais, l'organisation capote : il n'y a pas de synergie et d'adhésion. Romain ne garde alors qu'une seule personne dans son équipe : un véritable échec pour lui. Mais aussi un moyen de revoir le processus de recrutement des designers : mettre l'emphase sur le travail d'équipe, la prise de feedback et l'onboarding à l'arrivée.Ensuite, l'équipe de Romain s'hyper-spécialise : Content Designer, User Researcher, Service Designer, Interaction Designer, etc. L'objectif est de faire monter tout le monde en même temps, grâce à des spécialistes qui outillent l'équipe.Puis Romain “cède” sa place à Audrey Hacq qui va gérer l'équipe Design. Il doit alors revoir son rôle et sa manière de communiquer et d'apporter du feedback aux designers. Une nouvelle mission d'équilibriste sur laquelle Romain revient en détail.Enfin on aborde des sujets comme la relation tech - design, l'objectivation du design, comment intégrer le design dans la stratégie d'une entreprise ou encore transformer les Product Designers en Experience Designers.Les ressources de l'épisodeTeam Topologies, Matthew Skelton & Manuel PaisDesigning You Life, Bill Burnett & Dave Evans Les autres épisode de Design Journeys#15 Audrey Hacq, Product Designer Director @ OpenClassrooms#81 Morgane Constant, Content Design & UX Research Manager @ OpenClassrooms Pour contacter RomainLinkedIn

Tu peux soutenir sur le podcast sur KissKissBankBank ou en mettant 5⭐️ sur Apple Podcasts ou Spotify !Elodie est Head of Product Design chez Netwo.Elodie à un parcours qu'on pourrait qualifier de classique : après un BTS et une licence dans le design graphique, elle fait un master dans le design numérique avec spécialisation en psychologie et les sciences comportementales. Grâce à ces derniers, elle commence à s'orienter vers l'UX Design.En parallèle de ses études, Elodie suis un apprentissage chez Attoma en tant que Service Designer. Elle y travaille sur des projets de mobilités urbaines et y découvre la cherche utilisateur et ethnographique. Ne souhaitant continuer dans l'agence en tant qu'indépendante, elle change d'agence.Elodie rejoint alors Insign, en tant qu'Interface Designer : un métier où les délais d'exécution sont plus cours. Elle travaille pendant le boom des applications mobiles : toutes les entreprises veulent leur app. Elodie apprend beaucoup durant cette période. Cependant elle découvre une réalité : les organisations refont leurs applications tous les ans… Juste pour refaire l'application.Elle suit ensuite son manager chez UserAdgent, mais réalise qu'elle passe son temps chez le client et non plus dans l'agence. Elle passe ensuite chez Idean où elle travaille pour le Ministère des Armées et apprécie de le fait de faire évoluer un même projet dans le temps.Pour la suite, Elodie souhaite partir travailler chez le client. Mais chez un client avec une équipe Design existante. Elle rejoint alors la Société Générale et s'occupe des outils internes : une vraie opportunité pour elle, car il y a tout à faire et créer. Mais aussi, à évangéliser…Après 2 années, elle devient Lead. Un gros changement pour elle qui doit désormais recruter une équipe, gérer des budgets, mettre en place des rituels d'équipe. Néanmoins, elle gère principalement une équipe de consultants et subit un turn-over important qui déstabilise son équipe sur le long terme.Elle intègre ensuite Wemanity, une agence / cabinet de conseils en tant que Head of Design. Elodie y va avec la volonté de changer un modèle qu'elle connait de l'intérieur, tout en gérant une équipe en mode agence et en mode conseil.Malgré des succès, Elodie a envie d'autre chose après 2 années en cabinet. C'est alors qu'elle rejoint Netwo. Elle arrive en tant que Head of Product Design, mais son rôle évolue rapidement lorsque de son équipe intègre des Product Managers, en plus des designers. Dans cet épisode, elle revient sur ses missions et la place qu'elle occupe chez Netwo.Elodie aborde aussi l'organisation de son équipe et la manière dont elle fonctionne : rituels, pair-design, points de synchronisation, etc.Enfin on aborde la relation entre les équipes et la nécessité de comprendre la complexité pour la rendre plus simple.Les ressources de l'épisodeNetwoNNGroupEtienne MineurHarvard Business Review Les autres épisode de Design Journeys#25 Morgane Peng, Directrice de l'Experience Design @ Société Générale Corporate and Investment Banking (SGCIB)#70 Vanessa Guilloteau, Head of Product Design @ CANAL+#74 Thomas Vidal, Head of Design @ ThigaA-t-on encore besoin de Product Managers dans un monde de Product Designers ?    Pour contacter Elodie LinkedIn

This BA Brew is AssistKD's second BA Question Time. Many of the questions focus on role clarity, a hot topic for BAs. Mike Williams is host, with expert panellists Jo Frances and Jonathan Hunsley providing the answers and insights. This week's questions are: ❓What is the difference between a Business Analyst and a Business Architect? ❓What is the difference between a Business Analyst and a Service Designer? ❓How can a growth mindset support change professionals in general? ❓ What are the overlaps between a Business Analyst and a Functional Analyst? Do you have a question our the next BA Question Time? If so, please email us on BABrew@AssistKD.com or post on our wall on Instagram, Facebook or LinkedIn. The following BA Brews and articles are relevant to the topics discussed: This article on Business Analysis and Business Architecture is based on the workshop run by Victoria Banner and Jonathan Hunsley at the BA Manager Forum in June 2024. This is an interesting BA Brew on Business Architecture. BA Brew 22: Business Architecture (Feat. Wouter Nieuwenburg)This article compares the BA Service Framework and the Service Design Service Framework and addressed the ‘grey area' between the roles. This book review is relevant to the growth mindset. This output from the BA Manager Forum provides some useful information on the growth mindset. #businessanalysis #businessanalyst #baqt #growthmindset #businessarchitecture #businessarchitect #servicedesign #servicedesigner #functionalanalyst #dataarchitecture #roleclarity

In today's episode of This is HCD, we're joined by Arun Martin, a Service Designer based in Canada who made a transition into service design while working at IBM several years ago. We delve into his journey navigating this transition within IBM and how he managed to expand his knowledge in a field that was entirely new to service design. This experience resonates with many professionals who encounter similar challenges in their careers, and we explore the various obstacles Arun faced along the way. Arun is recognised for his significant contributions to the service design field, regularly sharing insights through articles and LinkedIn posts, which is actually how we connected a number of years ago. He is valuable member of the Circle community on thisishcd.com, where he actively participates in events and stimulates engaging discussions. It's a conversation packed with insights, so let's dive in. linkedin.com/in/arunjmartin https://bootcamp.uxdesign.cc/early-journey-of-my-service-design-career-6f0e1fdb069b https://sites.google.com/view/sdbookclub/home https://www.linkedin.com/company/servicedesignjourneys/ Become a member: https://www.thisishcd.com/landing/circle-a-community-for-ethically-conscious-designers-changemakers Book a Coaching Chemistry Call: https://calendly.com/gerryscullion/coaching-chemistry-call

Roberta Tassi, is a prominent Service Designer, author, lecturer and founder of Oblo, a service design agency. While at university, she launched Service Design Tools, a platform for tools and tutorials that help deal with design challenges which boosted her career. In this episode, she shares her journey into service design as well as her current work, backed by stories and anecdotes.

Tu peux soutenir sur le podcast sur KissKissBankBank ou en mettant 5⭐️ sur Apple Podcasts ou Spotify !Nicolas est Head of Design & Innovation chez Lunii.Nicolas a toujours eu une vocation créative. Au lycée, il souhaite s'orienter vers l'architecture mais n'est pas accepté en école d'architecture. Il décide alors de s'orienter vers le design, sans trop savoir à quoi s'attendre. Il rejoint alors l'école Strate et se spécialise dans le design d'objet et l'IoT. En dernière année, Nicolas travaille sur 2 sujets : son mémoire de fin d'études mettant en relation l'hypnose et le fait d'être happé par une expérience (design, lecture, jardinage, etc.) et son projet de fin d'année reliant lecture et expérience immersive.A la fin des études, Nicolas fait un stage à l'Institut de Recherche et d'Innovation du centre Pompidou. Il travaille sur une plateforme académique permet de retrouver simplement des rushs vidéos de la préparation d'une pièce de théâtre et d'un opéra : du processus créatif à la répétition générale. A la fin de son stage, Nicolas est le seul designer de l'équipe. Comme il souhaite apprendre et évoluer, il décide de partir de l'institut.Malgré un Master en design industriel, Nicolas se lance dans l'UX Design. Il fait ce choix en partant d'un constat simple : il n'y a des offres d'emploi que pour ce poste. Pour apprendre des autres, tout en travaillant sur une multitude de projets et découvrir des approches de design variées, il décide de partir en agence. Il rejoint alors af83 en tant qu'UX Designer. Il y fait beaucoup de recherches et de tests utilisateurs pour des entreprises comme Seb ou Air France.Au bout de 3 années, Nicolas a fait le tour de son poste et décide de rejoindre Idean en tant que Service Designer.Et après moins d'une année, Nicolas se fait débaucher par Maëlle, la co-fondatrice de Lunii, et rejoint l'entreprise en tant que Product Designer. Il a pour mission de travailler sur l'application desktop de l'entreprise : le Lunii Store. Il met alors en place des tests utilisateurs pour comprendre comment les gens perçoivent cette boutique afin de l'améliorer et d'y apporter de nouvelles features. Rapidement, il se rend compte qu'il faut créer une application mobile pour répondre aux attentes des parents. Il travaille alors sur cette nouvelle app.Après un an, Nicolas passe Responsable Design et gère l'ensemble des équipes du design physique et numérique de Lunii. Il réfléchit alors aux nouveaux services proposés par l'entreprise : création d'accessoires pour Ma Fabrique à Histoires et réflexion autour de l'intégration de l'imagination dans l'apprentissage à l'école.Par la suite, Nicolas devient Directeur de création, puis Head of Design & Innovation. A cette occasion nous abordons 3 sujets :L'évolution d'un produit physique déjà existant : Ma Fabrique à HistoiresLa création d'un tout nouveau produit physique : FLAMLe fonctionnement en symbiose d'une équipe design de produit physique et numériqueLes ressources de l'épisodeLunii Spectacle en ligne(s)La conception de FLAMThe Design of Everyday Things, Don Norman(Dans) La baignoire d'Archimède, Jules ZimmermannLes autres épisodes de Design Journeys#15 Audrey Hacq, Product Design Director @ OpenClassrooms  Pour contacter NicolasLinkedIn 

In this conversation with Klara Lindner, Service Designer at diconium data, we explore how behavioral science and UX can be used to increase adoption of data products. Klara describes how she went from having a highly technical career as an electrical engineer and being the founder of a solar startup to her current role in service design for data products. Klara shares powerful insights into the value of user research and human-centered design, including one which stopped me in my tracks during this episode: how the people making data products and evangelizing data-driven decision making aren't actually following their own advice when it comes to designing their data products. Klara and I also explore some easy user research techniques that data professionals can use, and discuss who should ultimately be responsible for user adoption of data products. Lastly, Klara gives us a peek at her upcoming December 19th, 2023 webinar with the The Data Product Leadership Community (DPLC) where she will be going deeper on two frameworks from psychology and behavioral science that teams can use to increase adoption of data products. Klara is also a founding member of the DPLC and was one of—if not the very first—design/UX professionals to join.   Highlights/ Skip to: I introduce Klara, and she explains the role of Service Design to our audience (00:49) Klara explains how she realized she's been doing design work longer than she thought by reflecting on the company she founded, Mobisol (02:09) How Klara balances the desire to design great dashboards with the mission of helping end users (06:15) Klara describes the psychology behind user research and her upcoming talk on December 19th at The Data Product Leadership Community (08:32) What data product teams can do as a starting point to begin implementing user research principles (10:52)  Klara gives a powerful example of the type of insight and value even basic user research can provide (12:49) Klara and I discuss a key revelation when it comes to designing data products for users, which is the irony that even developers use intuition as well as quantitative data when building (16:43) What adjustments Klara had to make in her thinking when moving from a highly technical background to doing human-centered design (21:08) Klara describes the two frameworks for driving adoption that she'll be sharing in her talk at the DPLC on December 19th (24:23) An example of how understanding and addressing adoption blockers is important for product and design teams (30:44) How Klara has seen her teams adopt a new way of thinking about product & service design (32:55) Klara gives her take on the Jobs to be Done framework, which she will also be sharing in her talk at the DPLC on December 19th (35:26) Klara's advice to teams that are looking to build products around generative AI (39:28) Where listeners can connect with Klara to learn more (41:37)   Links diconium data: http://www.diconium.com/ LinkedIn: https://www.linkedin.com/in/klaralindner/ Personal Website: https://magic-investigations.com/ Hear Klara speak on Dec 19, 2023 at 10am ET here: https://designingforanalytics.com/community/

Kate Every works as a Service Design Practice Lead for global digital transformation company Mastek. Service design is a really interesting area of work that's getting more and more attention. Find out what this job actually involves and how you can get a job in this exciting area! Kate's bio: Kate is a Lead Service Designer specialising in inclusive and ethical design and delivery. She currently works in Service Design consultancy for global digital transformation company Mastek.Her academic background is in Human Rights Practice, with Masters' fieldwork and research into restorative justice and survivor-centred approaches to criminal justice. She brings this lens to her work as a human-centred designer in Government and healthcare. Transcript and useful links

In this podcast episode, we discuss how to turn your customer experience into revenue. Our featured guest on the show is Sheena OhUiginn, Service Designer and Product Manager at partnerhero.comOn the Show Today, You'll Learn:The challenges startups face and how focusing on customer retention addresses them.How optimized support processes can lead to a significant reduction in chargebacks.How building a community contributes to word-of-mouth growth and customer loyalty.How efficiently launching customer service can be achieved with the right insights.Strategies effective in building trust.How success in customer experience is measured beyond simply answering questions.Tools merchants need to enhance the customer support experience.Links & ResourcesWebsite: https://www.partnerhero.com/LinkedIn: https://www.linkedin.com/company/partnerheroLinkedIn: https://www.linkedin.com/in/sheenaohuiginn/Get access to more free resources by visiting the podcast episode page atbit.ly/49AmpMkSubscribe & Listen Everywhere:Listen On: ​ecommercecoffeebreak.com | Apple Podcasts | Spotify | Google PodcastsEpisode SponsorsPartnerHero: Enhance your eCommerce business with PartnerHero. Our comprehensive support solutions, which include 24/7 customer assistance, expert marketplace insights, and self-service infrastructure, will empower your brand's customer experience. We prioritize exceptional customer service, maintaining language standards, multi-channel support, and user/system assistance. Visit us at: https://pages.partnerhero.com/ecommerce-coffee-break Talk to us, and lets create a tailored customer support solution for you!Lantern: Explore Lantern, the Shopify app that will revolutionize your store's shopping experience. Utilize AI-generated quizzes, intuitive flow builders, and precise result paths to decode your shopper's needs. Gather emails and use platforms like Klaviyo, to seamlessly curate tailored interactions, deepening the bond with your customers. No coding, just pure strategic enhancement. Visit https://trylantern.com/ and message their support with “I want my coffee break time” for an extended 30-day free trial.Back in Stock app: Are you tired of missing Shopify opportunities? The Back in Stock app will instantly notify your customers when products they want are back in your store. Back in Stock has a long free trial and if you decide to upgrade to a paid plan, we have a 30% discount code for our listeners at backinstock.org/coffee with code “coffe Support the showJoin over 5,000 other merchants & marketers to stay updated on eCommerce news, marketing strategies, tools & resources, and podcast interviews, all designed to help you grow your revenue.Every Thursday in your inbox. Consumed in 3 minutes. 100% free. Sign up at https://newsletter.ecommercecoffeebreak.com

Hello and welcome back to the Tech for Good Live podcast. It's a show where we chat about how technology can be used for positive social change. But also how it's mostly used to destroy everything we love and hold dear. If you listened to last week's show (of course you will have done because, how could you not?) you'll have heard from our special guest Aurelie Lionet. We are delighted to have more time with Aurelie and in this episode we're going to get to know her a little better, and talk about design, tech and the environment.  Aurelie is a seasoned Service Designer and one of the four co-founding members of Design Declares, which is a group of designers working together to declare a climate and ecological emergency. They're committed to building a community and creating resources to adapt design practice towards climate action and regeneration.  Links from the show: Project Drawdown Sustainable Web Design Dot Everything's Consequence Scanning Tatot Cards of Tech ---------------------------- Listeners, what did you think? We'd love to hear your thoughts.  Get in touch on twitter @techforgoodlive or Email at hello@techforgood.live  We'd love it if you gave us a nice iTunes review and told your pals about this podcast! Thanks to podcast.co for hosting our podcast.  Also, please don't forget this podcast is run by volunteers and we survive on sponsorships and donations. Right now one of our primary goals is to make sure all of our podcast episodes are accessible by making sure EVERY episode is transcribed. Sadly this costs money and we desperately need your help to make this become a reality! So if you've ever tuned into one of our podcasts or attended one of our events please consider chipping in the price of a cup of coffee.

Hello and welcome back to a new season of the Tech for Good Live podcast. It's a podcast all about using technology to have a positive social impact.  And of course that means that this week we are talking about knitting. Apparently some tech dudes bought knitting.com and it sounds like they're the absolute worst.  Tom Hanks continues to show his range. He's leapt into a volcano, he's dated a mermaid, he got really big that one time, and now he's selling dental plans online. Only, it's not really him. We discuss the implications of AI and owning our own identities.  Host Bex is joined by Tech For Good Live team members Tom Passmore and Paul Jakubowski Our special guest for the next couple of episodes is Aurelie Lionet. Aurelie is a seasoned Service Designer and one of the four co-founding members of Design Declares, which is a group of designers working together to declare a climate and ecological emergency. They're committed to building a community and creating resources to adapt design practice towards climate action and regeneration.  Good story of the week: Knitters vs the tech bros The all-out revolt against Knitting.com helps explain boycotts at Reddit and Etsy - Quartz Bad news story of the week: AI Tom Hanks promoting “some dental plan” Beware the AI-generated Tom Hanks. - The Verge  And finally 4.5m tall, 3.5ton £2.5 million robot suit Japan startup unveils 15-foot robot suit for space exploration - The Independent  ---------------------------- Listeners, what did you think? We'd love to hear your thoughts.  Get in touch on twitter @techforgoodlive or Email at hello@techforgood.live  We'd love it if you gave us a nice iTunes review and told your pals about this podcast! Thanks to podcast.co for hosting our podcast.  Also, please don't forget this podcast is run by volunteers and we survive on sponsorships and donations. Right now one of our primary goals is to make sure all of our podcast episodes are accessible by making sure EVERY episode is transcribed. Sadly this costs money and we desperately need your help to make this become a reality! So if you've ever tuned into one of our podcasts or attended one of our events please consider chipping in the price of a cup of coffee.

In der ersten Episode von why sprechen wir mit Professorin und Service-Design-Pionierin Birgit Mager. Sie ist Deutschlands erste Professorin in der Disziplin und bereits seit den 90er-Jahren dabei. Wie sie über Umwege und mit viel Neugierde den Einstieg geschafft hat und warum die feste Etablierung von Service-Design-Methoden in Unternehmen heute wichtiger ist denn je – aber leider immer noch als innovativ gilt –, erzählt sie uns im Interview. Alle Infos zur SDN Conference findet ihr hier: https://www.service-design-network.org/events/service-design-global-conference-2023-berlin Der Buchtipp dieser Episode: Robert Sapolsky - Behave: The Biology of Humans at Our Best and Worst

Vivemos numa época em que o termo design thinking já é parte do mundo corporativo. Apesar disso, o nosso entendimento sobre a relação entre design e estratégia ainda é superficial. O design estratégico é uma abordagem responsável por conectar e articular diferentes tipos de saberes sob o ponto de vista da estratégia, da ação projetual e das relações que constituem redes de design em que o sucesso depende da capacidade do designer de trabalhar com várias partes interessadas. O design estratégico aplica alguns dos princípios do design tradicional aos desafios sistêmicos do “quadro geral”. Trata-se da aplicação de princípios de design orientados para o futuro, a fim de aumentar as qualidades inovadoras e competitivas de uma organização. Mas será que é “somente” isso ou tem nuances nesse tema? O Design é frequentemente definido como uma disciplina emergente que usa princípios e práticas de design para abordar problemas complexos e interrelacionados. No Design Estratégico, a função do designer é a de articular toda a rede de atores envolvida no projeto, internos ou externos à organização, na elaboração da estratégia e seus desdobramentos Dentro disso, três habilidades específicas dos designers estratégicos se destacam: integração, visualização e gestão. Porém, o que isso significa, afinal? Em que medida o design é capaz de gerar uma estratégia que seria menos significativa em sua ausência?  Suas aplicações variam. Ele pode ser usado para: influenciar a tomada de decisões estratégicas nas organizações; definir um modelo de negócios; definir uma visão corporativa; identificar novas oportunidades de negócios; fazer intervenções por meio de estratégia, produtos, serviços ou políticas. Junte-se a nós em mais um episódio do Bom Dia UX, onde convidamos a Viviane Anchieta para explorar conosco o tema da estratégia de design. Vamos falar sobre os fundamentos da estratégia de design enquanto pensamos em possíveis princípios e passos essenciais. Viviane Anchieta, Service Designer e Strategy Design Lead, compartilhará insights valiosos sobre como criar soluções alinhadas a objetivos. Da análise de metas ao desenvolvimento de soluções eficientes e sustentáveis, você será guiado por princípios que impulsionam essa visão. Livros indicados: Design estratégico https://amzn.to/45J2l7T Estratégia de UX: Técnicas de Estratégia de Produto Para Criar Soluções Digitais Inovadoras https://amzn.to/3OOKxBc Estratégia Baseada em Design https://amzn.to/3ON4Ajz Fontes: Design estratégico: o que é e quais as vantagens da metodologia https://www.mjvinnovation.com/pt-br/blog/design-estrategico/

Members of our UX Master Certified community are applying UX principles to their work in a range of different ways. In this episode, we interview Thomas Wilson, Senior Principal Service Designer at United Healthcare and discuss what service design is and what makes it challenging and rewarding. Learn more about Thomas Wilson: LinkedIn NN/g Service Design Resources: Service Blueprinting (full-day or half-day formats) Service Design Study Guide (free article with links to many more) Learn more about UX Master Certification Some of the (many) people and organizations Thomas mentioned: Don Norman Service Design Network Erika Hall Adam St. John Lawrence Marc Stickdorn Anthony Ulwick Bob Moesta

In this episode of Creative Leaders Unplugged Andy Polain is our guest. He's a Design Leadership Coach, Service Designer, Educator, Writer, Podcaster and Speaker. We discuss navigating the leadership dip, the changing landscape of work, the importance of coaching and safe spaces for conversation, and the need for authentic leadership. We also touch on the concept of imposter syndrome, performative leadership, and the importance of aligning with one's true self.

Hello and welcome back to yet another season of the Tech for Good Live podcast. A podcast all about the ways technology does good in the world. Starting from next week, we've got a jam packed season for you, delving into all things tech and good. And bad. You'll hear from Dan at BanktheFood. We'll be talking to Phyllida Swift from Face Equality International, Rachel Pattinson from Open Lab at Newcastle Uni and Nicky Clegg will joining us from STEM Learning  We are looking forward to all of that and hope you are too!  In the meantime, we have something a little different for you for this bonus episode. We often chat to our wonderful guests, but we don't often tell you much about our team, other than of course important things like what their favourite pizza topping is, or if they were a cartoon character which would it be… so today we chat to the team with a series of mini interviews. Who you will hear (and when) : Tom Passmore (from 02:00) Tom tells us about his work with Dsposal, and their mission to make managing waste easier for everyone. If you want to hear more from Tom and his exploration of the Circular Economy, check out our special podcast series all about it.  Harry Bailly (from 08:50) As an agility coach, Harry tells us about his work training tech teams of all sizes, helping to improve agility, boost productivity and supporting wellbeing through mentoring, pair coding and process improvement. Fay Scofield (from 17:15) Fay is the founder of Catnip Comms: A social media consultancy with a focus on charities. She tells us all about the trials and tribulations of running a social media consultancy in the modern social media era. Paul Jakubowski (from 25:08) Producer Paul talks about his move to Norway and his work with No Isolation, and their mission to bring people together through warm technology and knowledge. There's a mention for an old TFGL favorite, the AV1 telepresence robot for managing persistent school absence, and Komp, the one button computer connecting generations.  Greg Ashton (from 33:30) Podcast research supremo Greg talks about his journey from the toxic toy industry to working as a Service Designer for the Department for Work and Pensions. Rebecca Rae-Evans (from 41:40) And finally, our host has the mic turned on her. She tells us about her return to the service designer world, after years of running and managing tech for good focussed design teams.

Notatki i linki: designpractice.pl/033Sponsorem odcinka jest the:protocol - serwis z konkretnymi ofertami pracy dla branży IT. Sprawdźcie theprotocol.itW tym odcinku rozmawiamy:→ Jak wygląda projektowanie usług,→ Jakie kompetencje Service Designerów są kluczowe,→ Jak się uczyć projektowania usług i doświadczeń,→ Jak budować świadomość o Service Designie wśród klientów.Naszą gościnią jest Agnieszka Mróz. Wieloletnia projektantka usług i procesów, facylitatorka, edukatorka która współpracowała z ponad 100 firmami i instytucjami. Założyła Service Sandbox. Jest też autorką e-booka „Praktycznie o projektowaniu usług”. Mieszka w Trójmieście i od niedawna pełni też rolę mamy.Bądźmy w kontakcie: Zapisz się na nasz newsletter, żeby nie przegapić kolejnych odcinków i co 2 tygodnie otrzymać porządną dawkę wiedzy przydatną w rozwoju kariery na styku IT i designu: designpractice.pl/#newsletterInstagram: instagram.com/designpracticeplFacebook: facebook.com/designpracticeplYouTube: / @designpracticeplDżingiel: Explore by maxime.

Pia Laulainen is a Service Designer working in the Ministry of the Interior, in Finland. In this interview we talked about her work in the Administration and Development Department where she has been involved in the development of the Internal Security Portal: Tuovi. Pia also tells us about the creation of a game that she designed with a team for the national security event in Seinäjoki this year. At the end of the interview, Pia reflects on her practice as a designer in a ministry. This is the 1st interview and part of a serie of interviews to designers working in the Finnish public sector, on national or municipal level. We have a network of designers working in the public sector that started 5 years ago. The ones interviewed in this serie are colleagues that have been active in the network and with whom we have permanent dialogues on design during our weekly online meetings and other activities.  This is a vibrant community of peer learning. This serie is an effort to document the work of these designers and understand the many perspectives and approaches of design in the public sector in Finland.

Katinka 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 on the menopause shows the tools and techniques that can be applied to identify real opportunities associated with a topic that many find difficult to talk about. This episode's student question comes from Ebby Lai, who is currently studying on the Innovation and Service Design  Masters course at Glasgow School of Art.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

Arianna est Senior User Researcher chez Trainline. Au cours d'une journée portes ouvertes, Arianna découvre le pôle design de l'école Polytechnique de Milan et décide de passer les tests pour l'intégrer. Elle se spécialise alors dans le design de la communication. Après sa licence, elle poursuivit avec un master en design des services, car la communication ne lui convient pas : elle veut un métier qui étudie le cœur des problèmes et qui fait sens. Ensuite, Arianna part en échange universitaire en Chine, où elle va travailler par la suite. Elle revient sur la manière d'aborder et réfléchir le design en Chine et sur ses différentes expériences en tant qu'Information Designer. À la fin de ses études, Arianna cherche à rester en Chine, mais ne trouve malheureusement pas de poste de Service Designer, ce qui l'amène en France. En France, elle rejoint l'agence Attoma en tant que Service Designer. Cependant, elle rejoint d'abord l'entreprise grâce à ces compétences de graphistes et découvre le métier qu'elle a étudié surtout au contact d'autres Service Designers. Elle y travaille pour la RATP ou encore la SNCF pour améliorer des fonctionnalités applicatives ou des pictogrammes dans les stations de métro. Au même moment, l'UX Design commence à se faire une place dans l'écosystème français et Arianna demande à évoluer sur un poste d'UX Designer. Après 3 ans, Arianna souhaite voir autre chose, comprendre plus ce qu'il se passe dans le produit. Elle rejoint Meaningful et découvre le métier de User Researcher. Puis elle passe rapidement dans l'agence Axance et travaille pour OuiSNCF. Dans le même temps, Arianna suit Captain Train, un produit qu'elle trouve très bien fait. L'entreprise se fait racheter et devient Trainline EU. Dans le même temps, une amie d'Arianna la recommande pour un poste de Product Designer dans l'entreprise. Elle passe les entretiens et… Rejoint l'entreprise pour s'occuper de la plateforme web européenne. Elle a également des contacts avec les designers de l'équipe britannique, basée à Londres. Mais l'application sur laquelle travaille Arianna est vouée à disparaître : le site fonctionne très bien, mais le but est de fusionner les plateformes européenne et britannique ensemble. Dans le même temps, Arianna découvre l'équipe User Research et leur travail. Elle veut participer à ce projet de fusion, qui nécessite énormément de recherche, et rejoindre l'équipe User Research. Après 1 an chez Trainline, Arianna rejoint cette équipe en tant que User Researcher. Dans un premier temps, Arianna se focalise sur la recherche pour la fusion. Une fois cette dernière terminée, Arianna se concentre sur de la recherche plus stratégique. Dans cet épisode, Arianna aborde la User Research chez Trainline : Sa mise en avant et sa démocratisation en interne Le rôle des User Researchers L'équipe, ses méthodes de travail et ses process La relation avec les autres équipes qui ont besoin d'être autonomes dans leur recherche La documentation des recherches et des insights Le recrutement des testeurs et des répondants La recherche à l'international Enfin, on parle de la sortie de la nouvelle version de l'application Trainline sortie il y a quelques années. On aborde les raisons business de cette nouvelle version, la recherche qu'il y a eue autour, l'équilibre entre enjeux business et enjeux utilisateurs, etc. Les ressources de l'épisode Trainline Arianna dans Quote Just Enough Research / La phase de recherche en web design, Erika Hall Think like a UX Researcher Learners Pour contacter Arianna LinkedIn Pour soutenir le podcast, n'hésite pas à mettre ⭐️⭐️⭐️⭐️⭐️ sur Apple Podcast ou Spotify pour aider les autres designers à découvrir le podcast 

Semiose Podcast é apresentado por Luan Mateus criador do podcast Papo de UX, e David Arty criador do Chief of Design, ambos com experiência em apresentações e entrevistas na área. O Semiose é um podcast sobre design, marketing e tecnologia. Cada episódio traz um ou mais convidados especiais para compartilhar suas experiências sobre os assuntos relacionados em formato de áudio e vídeo. ______________________________________ Sobre Raquel: Raquel Bernabó é especialista em design centrado no usuário, atuando como UX Researcher e Service Designer na Thoughtworks. Já liderou e conduziu projetos de pesquisa e inovação em empresas como Globo, Nubank e Natura. Raquel é professora de MBA em métodos de pesquisa de experiência e foi uma das co-fundadoras da Observe, a primeira conferência brasileira de pesquisa de experiência. ______________________________________ Siga o Semiose nas redes sociais: Instagram: https://www.instagram.com/semiosepodcast/ Tiktok: https://www.tiktok.com/@semiosepodcas

When we talk about Developers' Relations, we often talk about the three Cs: Code, Community, and Content. This week's podcast talk makes a turn at bringing those three together. Service design helps us achieve that with its principles for DevRel strategy. Delivering and designing a service is critical in making your DevRel coherent. In this podcast, John Lynch who is a Service Designer breaks down the service design thinking in the technical world with real-world examples as well as his experiences. With John as our guest, we get to discuss: - Types of Design - What defines a service? - Are services all around us? - What defines a product? - Reading and Maintaining Documentation - Working with APIs and third-party services

Fan Sissoko is a Service Designer, Researcher & Storyteller. She shares her vast experience working for a range of companies, mostly in the public sector, and how she has pulled on her graphic design,  illustration and animation skills to tell compelling stories that move ideas forward. This is a great episode to understand more deeply what a Service Designer and Design Researcher does, and the points along the way where they might need visual storytelling. Fan also gives some great advice to Freelancers looking to partner with these types of teams - who to reach out to and what to include in your portfolio.Fan Sissoko's workMy Free Storytelling for Innovation Masterclass2 Spots Left!! Enroll in my digital course on presale at 50% OFF in exchange for giving me feedback on this course. Contact me on Instagram @leeanne_brennan or email more at hello@storytellingforinnovation.com for more info. Enroll Here (once these 2 spots are filled, this link will be disabled)

Come riprogettare gli spazi di una casa circondariale, in modo che diventino luogo di incontro, relazione e socialità? Ce ne parla Valentina d'Addato, Service Designer e Researcher in SHIFTON.

En este episodio platicamos con Andy Cuella, Service Designer en Wizeline, sobre qué es el Diseño de Servicios o Service Design, cuáles son sus componentes y cómo les ayuda a las empresas a mejorar la calidad de sus servicios aplicando un enfoque de diseño centrado en el usuario.

Zacharias Eibauer ist Service Designer und arbeitet nach Stationen in Agenturen und in einer Inhouse-UX-Abteilung heute als Designer im Personalbereich der EnBW in Karlsruhe. Dort beschäftigt er sich mit der Gestaltung der Unternehmensorganisation, Prozessen und der Zusammenarbeit. Er unterstützt heute mit Mitteln des Designs die Transformation des drittgrößten deutschen Energiekonzerns. Ein Gespräch zwischen Philipp Thesen und Zacharias Eibauer darüber, was es bedeutet, ein digitales Unternehmen zu werden und welche Gestaltungsaufgaben diese Transformation für Designer/innen mit sich bringt.

Jackie Brownlee is a freelance Service Designer.  In this episode of Understanding Users, Jackie discusses the importance of documenting what you're learning in the most impactful format to make sure it's seen by everyone both in and beyond a product team, and also remembering that not every user-centred problem can be solved immediately (or indeed at all) by a design team.  She shares her thoughts on the merits of UK government digital service standards, both in creating usable constraints to design against and in holding services teams publicly to account.  And she talks of the pleasure of going to work when you know what you are doing is measurably helping people in their lives.  Finally, she plays my 3 card challenge to share her favourite UX tool, favourite technique and a trend she hopes to see (or not see!) more of in the future.  Thanks for listening, and I hope you enjoy the episode.  Mike Green This podcast is brought to you by Researchable UX.

What's happening on the ground at this year's Code for America Summit? We wanted to find out, so we wandered around with a mic and asked people two questions: What does the theme of the summit: “Building a Path Forward Together” mean to them? What has been one of the highlights of the summit? Get a window into the best parts of the summit from five people who were there: Michelle Partogi, Service Designer at Code for America Linkedin: linkedin.com/in/michellepartogi/ Matthew Adendroff, Data Science Lead for Open Cities Lab Twitter: twitter.com/opencitieslabza Heather Benninghoven, Strategy Analyst for Benefits Data Trust Twitter: twitter.com/HBenninghoven and twitter.com/BeneDataTrust Hallie Martenson, Development Manager for Benefits Data Trust Twitter: twitter.com/HallieMartenson Felix Gilbert, President of Xcell Twitter: twitter.com/felixgilbert Code for America's Twitter account twitter.com/codeforamerica Richard Pietro's Twitter account twitter.com/richardpietro Derek Alton's Twitter account twitter.com/DerekAlton ReOpenGov Twitter account twitter.com/re_open_gov ABOUT Stories from the Open Gov is a podcast published by www.reopengov.org and is dedicated to telling the stories about what Open Government & Open Data look like. Your hosts are Richard Pietro and Derek Alton, Open Government & Open Data practitioners for the past 10 years. Listen and learn how Open Government & Open Data are becoming a reality! MUSIC ATTRIBUTION - Introduction & conclusion Singing Sadie - I Can't Dance freemusicarchive.org/music/Singing_…3_I_Cant_Dance Attribution-NonCommercial-ShareAlike 3.0 United States (CC BY-NC-SA 3.0 US) creativecommons.org/licenses/by-nc-sa/3.0/us/

Meet Alissa Condra, a Customer Service Designer and creator of UX Adjacent. In this conversation, Alissa describes the difference between a Customer Service Designer and UX Designer and how this progression happens. In addition, she offers various resources available to you if you are looking into a career path in customer service design. Season 3: Different Paths One User Experience Series showcases different experts from various roles that contribute to the user experience. -------------------------------------------------------------------- Thank you for listening! Please show your support by sharing this episode with friends and family and don't forget to rate it! ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ #helloux #customerservicedesign #customerservicedesigner #uxdesign --- Send in a voice message: https://anchor.fm/helloux/message Support this podcast: https://anchor.fm/helloux/support

Cheryl Wong is currently a UX/Service Designer & ResearchOps at GovTech, Government Digital Services (GDS) Singapore. She has over 11 years of diverse design experiences working as a Team Lead at a veteran design studio that made it to Singapore's design history books, startup, consultancy and digital experience agency spanning various sectors: Fintech, Banking, Hospitality, Social Impact etc. She is passionate about shaping organisational culture, using design to improve the lives of users & teams while meeting business goals. Based in Singapore, she has worked on projects around the world: Australia, Bangladesh, East Africa (Serengeti), Hong Kong, India, Indonesia, Malaysia, Maldives, Principality of Liechtenstein, Seychelles, South Africa (Johannesburg), Timor-Leste and UK. She has organised, facilitated, presented at several tech public events such as Elephants in the room: Shitstorms in UX, CuriousCore's Leaning Into Change - Experience and Service Design; STACK2020 Conference. She has supported the global UX community as Design Mentor at GDS & ADPList and served as Industry Guest Reviewer at Singapore Polytechnic Grad Show and General Assembly. She is a contributor for a Gluework article and was featured in TEDx's Storytime revamping reading environments in India and will be organising an upcoming Learning Circles: Operationalising ResearchOps at Scale. In recognition for her design & impact on society, she has been featured on Google's Women TechMakers' International Women's Day, alongside numerous accolades. Here us talk about: - Service design at GovTech - Scaling user research for GoBusiness - Generic Stakeholder Management tips - Applying to be a UX Designer at GovTech - Bootcamp portfolios vs professional portfolios

In this episode, you will listen to a very interesting conversation with Somayeh Ranjbar - Senior Service Designer at Personio. She is a UX Researcher and Service Designer with over 10 years of experience in research and strategic design. As she says about her role, it is a combination of 3 disciplines: Mixed Research Methods, Service Design and UX Design. In this episode we will talk about: Opportunities for entrepreneur refugees. Inclusion in tech, how design can leverage that? Tech vs. social impact-driven companies - what's the difference? What service design looks like in the meta world? What will research look like in the "new world"? How can designers fully utilize research? Are openness and resilience the traits of a good designer?& more!

Ishan is the founder and CEO of VIP World Services, where they design innovative accessible solutions for corporates to cater to the needs of Visually Impaired People (VIP). He is a Service Designer with 10+ years of experiences in multi-national companies, healthcare organizations, government bodies, and startups, leveraging professional, creative and analytical skills combining his Engineering background. He is primarily skilled with ensuring user engagement and retention for the business. Episode Transcript

Today is International Women's Day, and we're taking this opportunity to speak with three amazing women working in civic tech. We hear from Kyreena Hay, a Developer and Service Designer who has worked in the public sector as well as for various NGOs; Michelle Cabanela — Principle Product Manager at Service NSW, and Cassitie Galliott, Code for Australia's Head of Delivery and People.Read more on this episode's accompanying blog: https://bit.ly/3pO3CI7 Credits and thank yous:The show is hosted by Esther Semo and Sean Hua. Podcast artwork designed by Nigel Moyes with illustrations by Indah Ibrahim. Music by Daniel Semo. This episode is brought to you by Code for AustraliaCode for Australia are a for-purpose organisation working in collaboration with public sector teams and the tech community to help create a world class digital government

Tina Fung is a Service Designer at Meld Studios; Organiser of the Sydney Speculative Future Meet-Up; Design Studio Tutor at the University of Technology Sydney. With a dose of pragmatism, she believes designers can make more ethical and rigorous decisions by understanding the human needs of the present, drivers, and trends of the future. In our conversation, we discuss Tina's journey , her career and her hopeful ambition in this field. Learn more on Dreams Not Memes.

After several years in the movie and craftsman business, Simon wanted to use his head more than his hands. He studied at KEA and Aalborg University in Copenhagen. Today he sees himself as a mix of Service Designer and UX Designer. Thanks to Pavel Bavtra for making this episode!

Witam w sto czterdziestym ósmym odcinku podcastu „Porozmawiajmy o IT”. Tematem dzisiejszej rozmowy jest service design w IT.Dziś moim gościem jest Stanisław Eysmont – ekspert w obszarze badań, projektowania innowacji i doświadczeń klienta. Od blisko 14 lat tworzy i wdraża produkty oraz usługi cyfrowe dla największych firm w Polsce i na świecie. Na przestrzeni lat współpracował z takimi firmami jak CD Projekt, Deloitte, Ergo Hestia, Axa, mBank, PKO BP czy Pekao SA, gdzie projektował innowacyjne produkty i usługi. Obecnie jest związany z firmą Altimetrik Poland (jako Service Designer), z ramienia której odpowiada za projektowanie cyfrowych rozwiązań dla Citibanku. Prywatnie zapalony podróżnik i biegacz. Uwielbia książki i gotowanie.W tym odcinku o service design w IT rozmawiamy w następujących kontekstach:czym jest service design?jak service design łączy się z IT?praktyczne przykłady wykorzystania service design w ITkim jest osoba zajmująca się service designem?z jakich narzędzi, koncepcyjnych lub cyfrowych korzysta w swojej pracy?czy osoby pracujące w IT powinni się zainteresować service designem?jak można się uczyć podejścia i technik service design?Subskrypcja podcastu:zasubskrybuj w Apple Podcasts, Google Podcasts, Spreaker, Sticher, Spotify, przez RSS, lub Twoją ulubioną aplikację do podcastów na smartphonie (wyszukaj frazę „Porozmawiajmy o IT”)poproszę Cię też o polubienie fanpage na FacebookuLinki:Altimetrik – https://www.altimetrik.com/https://www.linkedin.com/company/altimetrik-poland/Profil Stanisława na LinkedIn – ​​https://www.linkedin.com/in/seysmont/Wsparcie:Wesprzyj podcast na platformie Patronite - https://patronite.pl/porozmawiajmyoit/Jeśli masz jakieś pytania lub komentarze, pisz do mnie śmiało na krzysztof@porozmawiajmyoit.plhttps://porozmawiajmyoit.pl/148

Welcome to the second Product Club episode about Product Discovery. This time we were joined by Ragnhild Mjønner (Service Designer) and Hege Harreschou (UX Director) from Norway's biggest online market place Finn.no.Product Discovery, is it just a bullshit word? UX Research, iteration, product improvements, innovation... Whatever you like to call it, every product team has some way of discovering possibilities in their product, whether it's by talking to users or looking at data or ideas from within the company. Ragnhild and Hege share some examples of discovery techniques from Finn.no, and we get an insight into some of their challenges. While most of us in Oslo are back to working from home again, we did a remote version of the podcast, which allowed us to also record it as a video. Watch it  here: https://www.youtube.com/watch?v=N7qyug17dwUCurious about Product Discovery? Here is an interesting overview: https://maze.co/guides/product-discovery/

Does it matter? Can you be a good service design professional without any formal training or background? Many people I know just started doing service design without having a diploma or certificate. That's how I started in this field as well. Mastering the craft on the job and figuring stuff out as they go along. They have, what I would call, practical wisdom. But this lack of formal education sometimes causes unnecessary doubt and prevents you from doing your best work. So should you get that service design degree after all? Well, Emily Winograd has had to answer this question for herself a few times. So I've invited Emily on the Show to share her story and the lessons she learned along the way with you. In this conversation you'll also hear about a simple framework. This framework helps you to uncover blind spots and learn about the strengths of your team members. If you ever had signs of imposter syndrome in your work make sure you listen to this episode as it offers some very helpful insights! I found Emily's story really encouraging for our field and hopefully you'll do as well. --- [ GUIDE ] -— 00:00 Welcome to the Show 03:00 Who is Emily 04:15 How to train your service designer 08:30 Stamp of approval 12:00 Imposter syndrome 14:30 The tension 17:30 The framework 22:45 Best practices 28:45 Roadblocks 32:00 Lessons learned 36:00 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle. https://www.servicedesignshow.com/circle/

Welcome to Reimagining Company Culture, a series discussing emerging trends and priorities shaping the future of workplace culture and employee wellbeing. We highlight thought leaders who are constantly evolving their strategy and can provide insight to folks about how to address new business challenges.  AllVoices is on a mission to create safe, happy, and healthy workplaces for all, and we're excited to learn from experts who share our mission.In this episode of Reimagining Company Culture, we're chatting with Max Masure, community-centered service designer and UX researcher, DEI consultant, author, and public speaker.  Max believes in equity, community-centered design, and the liberation of underrepresented communities. They regularly speak on trans inclusion, imposter syndrome, ethics, and transformative culture.About AllVoicesIn today's workforce, people often don't feel empowered to speak up and voice their opinions about workplace issues, including harassment, bias, and other culture issues. This prevents company leadership from making necessary changes, and prevents people from feeling fulfilled, recognized, and included at work. At AllVoices, we want to change that by providing a completely safe, anonymous way for people to report issues directly to company leaders. This allows company leadership real transparency into what's happening in their companies—and the motivation to address issues quickly. Our goal is to help create safer, more inclusive companies.To learn more about AllVoices visit us at www.allvoices.co!

今天我們請到 "郭子慢慢自媒體的經營者" Aka "最近喬治先生新開的頻道 - Unblock" Aka "在加拿大設計顧問公司擔任服務設計師" 的郭子來跟我們一起聊聊在海外打滾多年的「外國人合作的溝通心法」。 3:00 跟外國人的合作~~（踩雷）~~經驗 13:10 Agency跟客戶的合作方式，花錢的就是老大？如何平衡客戶的需求 17:45 Agency的工作型態與分類有哪些 23:45 郭子分享在agency中看到不同大科技公司的縮影 26:05 訓練自己如何跟自己的作品說再見 34:40 agency到in-house設計師的跨度是 45:10 萬年考古題：畢業後應該要加入哪種類型的公司

In this episode,  Alejandra "Alex"  Villacis joins me in conversation about moving from Ecuador to Mexico to Germany and from Germany to Netherlands where she currently lives in Rotterdam and is working towards her BA.In this conversation, we discuss Alex's travels and a special trip that she made with her Grandmother to Portugal and her worry that something was going to happen to  her Grandmother...nothing did, and it is a great shared memory between the two.Alex is a Graphic Designer, Service Designer, Creative thinker and traveller.  Alex is the host of "Do I Need School to be.....?You can find more about AlexOn Instagram @theofficialjune10th And Instagram @dinschool2bMedium Alex VillacisPodcast "Do I Need School to be...?About me:randall.mckeown@podvault.cawww.podvault.ca

We're talking about design in government: how it can be implemented, what the benefits are, and how it can de-risk projects.We speak to Sarah Hurcombe, who was most recently Director of Human-centred design in Commissioning New South Wales, and has been a change agent within various government bodies here in Australia as well as in the United Kingdom. We also chat to Jo Szczepanska, who has years of experience in design and is currently a Service Designer at the Department of Premier and Cabinet in Victoria. For a full transcript and links to the resources mentioned and for more information head to this post. Credits and thank yous:The show is hosted by Esther Semo and Sean Hua. Consulting producer is Daniel Semo. Podcast artwork designed by Nigel Moyes with illustrations by Indah Ibrahim. Music by Daniel Semo. This episode is brought to you by Code for AustraliaCode for Australia are a for-purpose organisation working in collaboration with public sector teams and the tech community to help create a world class digital government

We discuss lessons learned when it comes to digital identity, the importance of cross-government collaboration, and how other service teams can get involved. The transcript for the episode follows: -------------   Vanessa Schneider: Hello and welcome to the Government Digital Service Podcast. My name is Vanessa Schneider and I am Senior Channels and Community Manager at GDS.   Today, we will expand on our plans to remove unnecessary complexity by developing one inclusive and accessible way for people to log in to all government services online. An easy way to prove their identity just once, that also gives them control over who has access to their data and why.   I'm joined by Will Myddelton, Product Manager, and Helena Trippe, Senior Service Designer, both in the Digital Identity programme here at GDS, as well as Tom Stewart, Assistant Head of Modernisation at Veterans UK, that have been working with GDS to test their technology and processes. So let's start with you Will, would you mind introducing yourself to our listeners?   Will Myddelton: Of course, Vanessa. Hi everyone. I'm Will, I'm a Product Manager on our Identity workstream. And what that means is on Digital Identity, we've split the work into 3 streams. We have one for authentication, we have one for identity, and we have one for managing data. And my work is to lead the work on our 3 teams that are thinking about the identity part of that puzzle. And as a Product Manager, really, my role is to set the direction that we're going in. And the way that we really do that is by building a shared understanding between all of the different teams so that we all understand the problem that we're working on, with the goal that we can work as the wonderful autonomous human individuals that we are.    Vanessa Schneider: Fantastic, thank you Will. Helena, how about you, would you please introduce yourself?   Helena Trippe:  So my name is Helena. I'm a Service Designer in Will's team and in the Digital Identity stream. I have been in the programme since, for-for a year now. And it's really, really fantastic to see the excitement growing both within the programme and also across service teams for the work that we're doing. And it's growing in momentum all the time.   And my role within the team has really been to act as a little bit of a glue. We're a multidisciplinary team: we have User Researchers, we have Interaction Designers, we've got Business Analysts and trying to make sure that we are feeding in a lot of the learning back into the product development as we iterate and learn from service teams.   Vanessa Schneider: Great. Thank you, Helena. Finally, Tom, would you like to introduce yourself as well, please?   Tom Stewart: I'm Tom Stewart. I work for Veterans UK, a pillar of Defence Business Services, part of the Ministry of Defence. I'm the service owner for a service called the Armed Forces Compensation and War Pension Scheme. Essentially the, the service is: if you are, if you are a service person or you were a service person and you have an injury or a condition that you believe is attributable to your time in the service, then you may be entitled to some form of compensation. And we're, we're digitising what was previously a bit of a paper heavy service. I run, I-I lead a little multidisciplinary team. And my role was the, the kind of overall responsibility for the development and the, the operation and the, the continuous improvement of the scheme.   Vanessa Schneider: Fantastic. Thank you, Tom, for introducing yourself as well. So there are people who might not be following GDS's work within the digital identity space, it's hard to believe, Will and Helena, but can you tell me about what your team has been working on?   Will Myddelton: Anyone that's been working in government over the last 10 years knows that GDS has worked on a product called Verify for a long time, and Verify came from a really good place. It is a real common need of service teams to be able to check the identity of their users. We knew that right after we made GOV.UK right back at the start of GDS and Verify was started to address that need.   The pandemic was a, a really big event for digital identity in the UK. Verify usage shot up. But at the same time it magnified all the problems that there were. And so in last year's spending review, the government committed money back to GDS, which given some of the reputation we've got for doing digital identity in the past, but we're really honoured to, to be trusted to do this, to tackle digital identity from the centre of government once again.   And so what we've been doing since really 1 April - like that's when our, our funding settlement came in and we've got a year of funding - is we've really been trying to work out what the right approach to tackle digital identity this second time around is.   And we've had to be really open with ourselves and with the people that we speak to. And believe me, people around government are open with us about what we've got wrong with Verify. But we've also had to be open to the fact that there were some things that we got right in Verify that we're going to continue. So since 1 April, we've done a discovery period on identity and we did twin discoveries, one into the needs of end users and one into the needs of service teams.   And then from June until where we are now, we've been in an Alpha. And so what we're doing in our Alpha is experimenting with different ways that we can do digital identity better at GDS for the whole of government; and particularly how we can, this time round, design a digital identity product based on the needs of service teams.   Because my observation from having worked on Verify in 2015 and then having worked on, like, the next generation of platform products that we made in GDS - like I was involved in the Notify Alpha and Beta and I worked on Pay and I worked on all those Government as a Platform Products - is that by the time we started those, we'd changed our stance on how we thought about developing products for the whole of government.   By the time we came to 2015 and did all those Government as a Platform products, we had to instead develop things that were so good that services wanted to use them. And we developed a number of ways of thinking about product development for platforms that are going to be used by service teams across government in that 3 years, 2015 to 2018.   And so really why I'm here and what we're trying to do in our Alpha is, we're trying to apply those techniques to a very, very complicated and slightly overwhelmingly complex space of digital identity. We're trying to design a product that solves digital identity for the UK users of government services in a way that service teams will adopt because they love it.   Helena Trippe: And if I can add a little bit of the how, I guess, in terms of how we've been delivering that: we started very early on, even in Discovery stage as, as we've moved into the Alpha, kind of honed that a little bit more, to work very collaboratively with service teams, engaging them early on and trying to really put things in front of them so we get their feedback quite quickly and working iteratively to, to make sure that we can test their expectations. We can understand kind of how they understand identity, what are their mental models around it, that we can also start testing how we are communicating these things to really get feedback really quickly and iteratively and kind of engage them throughout the process. So that's, that's kind of something that we started through the discovery and are continuing to do that through the Alpha. And I believe we'll continue to do and, and grow as we, as we move on.   Will Myddelton:  We're, we are trying to make it easier to access government services where every user has a single set of credentials, typically username and password, that they can use to access any government service in the future so that users don't have to remember lots of different passwords, but also so that like new and exciting things can happen with the future of digital services, where we can start to think about sharing data more easily between services.   And so a key part of that: digital identity is no longer a standalone thing for us. Digital Identity is really a feature of your login to government or your GOV.UK account.   So at the point at which a service like Universal Credit knows that, it needs to know that you are who you say you are to pay you our money, the idea is that you will be logged in with your account, you will do an identity check that will allow Universal Credit to pay out money to you. But then that identity check result will be saved so that every other service that you use after Universal Credit doesn't have to go through the same process. So there's a huge user benefit there, which means you don't have to do this very difficult process again and again.   And there's actually a huge government benefit there, which is that we can start to design services that expect you to be who you say they are, which, which opens up all sorts of interesting possibilities.   Vanessa Schneider:  Thank you so much for sharing with us, yeah, what, what you are working on. I was wondering, why is this work important for government service teams?   Will Myddelton: That's a really good question. So...like with all the platforms that GDS makes for government service teams, we've got 2 sets of users and the really obvious one is the end users. And it's really important that we get the identity journeys right for them. But the less obvious one and the one that it's always taken us a while to work out how to design for are service teams around government. So we've done maybe 50 different interviews and research sessions so far with service teams about identity over the last 6 weeks.   And I think there's, there's kind of a few big reasons: one is that it makes identity checks easier for their users. Checking people's identity documents is often quite an onerous process in government. You might have to go down to the Post Office and hand stuff over. You might have to go to have an interview with a passport examiner. You might have to send your passport away - like there's lots of examples where passports are sitting in envelopes in government like processing centres, and that means the user doesn't have that passport for a long time. So services care a lot about their users. And so making things easier for the users when it comes to these difficult things like proving your identity, that's a really big benefit to the service teams.   A second thing that has come out of the research is that, services care a lot about including all their users. So one of the things when we talk about identity that service teams are very worried about is that, yeah, there can be a digital journey that might work for people that have like high strength identity documents, like passports and driving licences and are able to do things digitally online - and that's fine for those users.   But services are very worried about people that don't fit into that group, and that's a lot of people. And so they're worried about that for a couple of reasons. One: because the people that run services are generally really good people and they care. Like they just care, and they want to include everyone that should be able to use their service. And if we're running an identity check and that's the thing that excludes them, then that's a real problem.   But the other reason that service teams care a lot about this is: cost. And it costs service teams an awful lot to, any time someone can't do something in a kind of automated routine way, and that service team has to do manual processing or they have to procure a contract with a supplier so that the people can go and do things with them. So there is actually like a quite a hardcore cost saving element as well, which is that the less inclusive our platform is or identity checks are, the greater the burden of cost, time and effort the service teams have to bear.   Really, what guides all our work at GDS about platforms for service teams is that: we think that service teams should be able to spend their budgets and their time and their human creativity solving the problems that are unique to their service and identity is not really a unique problem. So really behind all of our work is this goal to save service teams time and money by not focussing on problems that everyone has, and instead to be able to focus on their unique users and the service that they're doing.   Helena Trippe:  I think in terms of the findings that we've been seeing through the research, is that service teams really want to be able to do the right thing. So as part of the, the product page concept testing, we started to see that as they kind of engage with information, particularly around like choosing the right level of strength or understanding what documents can be used, they're constantly kind of making those calculations in their head around kind of what's the right trade off, for the sets of users that I'm, I-I need to kind of make sure that I get through my service.   But also, I think another aspect, that for me was really interesting was that we, we also need to kind of be, be aware that we're trying to kind of give them the tools and the information also to make a case internally; to be able to help them convince, I guess, external and internal stakeholders and decision makers about why this is a good thing to, to, to use in the dot. And that, that was really, really, really mind-blowing, at least for me [laughs], in terms of making sure that we can get them to see themselves in, in, in the tools and the information that we're providing.   Vanessa Schneider: That's great to know. Obviously we have a service owner present which is priceless, so if you don't mind me asking, Tom, what are your thoughts on this?   Tom Stewart: Yeah, I thought perhaps I could add a bit of colour to some of the things that Will and Helena are saying. So when you consider our users, you know, a great deal of our users are, are veterans right? And I say the word veteran, and, and I'm going to guess that many people listening today, your, your mind immediately went to a 90-year old Chelsea pensioner with a red coat.   But of course a, a veteran can be 17 years old, a veteran can be someone who's had one day's service, accidentally shot themselves in the foot and, and are, are out of the service. And that person is still, is still you know very much a veteran. But that person is a, you know, a lot more digitally literate than the, probably than t-t-the Chelsea pensioner.   I suppose what I'm saying is the, going back to Will's point, i-it was about inclusivity. You know, that's very much at the front of our minds as we, as we develop this service. Cost, yes, i-it, but, of course it factors in. Making it easier for our teams, yes, absolutely vital.   But the, the, the last thing that I don't think I've heard mentioned yet is also, it's about, it's about plugging into the kind of strategic landscape. So my, my ability to, to verify users, has, has a much wider applicability for our business. So, yes, it's great I can use it for Armed Forces Compensation, War Pension - fantastic. But there's so much more that I can do with that. And actually, once we have done all of the work with the integration et cetera, we can quickly pivot at that point to right, ok, we've cracked this. We're answering a whole question. Now what can we do for these people over here?    Helena Trippe:  What we started to see as well is particularly from speaking to local authorities - so we have been speaking to a few local authorities as part of the, the, the research process, that almost identity is an enabler for them to do all sorts of things, including getting staff onto the systems to be able to allocate work or do casework or, or process council tax information.    Vanessa Schneider: That is brilliant to hear. So I know that within 4 months, you've talked to more than, I don't know, it's been hundreds and hundreds of end users, multiple dozens of service teams. I'm really keen to find out what it is that you've learnt so far?   Will Myddelton:  Yeah, I mean, there are new learnings too. So talking about the approach we've taken, I think it's important to talk about that, that we take 2 different approaches when we're thinking about designing the service team.   So, so the one that we talk about mostly here is, is a very bottom-up approach. It's recognising that services are delivered by small groups of motivated people working in a really distributed government, where actually sometimes the lines of communication and control from the top of the department are not always clear. So sometimes sitting at the centre of government, it looks like you can make a change around government by speaking to the departments and that that will filter down. But our experience with Government as a Platform is that's, that's absolutely the opposite of what's going on here.    So we have a 2-pronged approach to how we think about designing with service teams. One is that we, we, we want to speak to people who are working in service teams, any people - Product Managers, Technical Architects, caseworkers, policy people - because these are teams of people and they, they vary considerably around government, so we want to speak to people who are thinking about identity.   And the reason we want to speak to them is: we need to be able to do a user-centred design process with those people that might include, like interviewing them about their context and their needs or showing them prototypes of what we're doing and seeing how they land with them and how we're talking about it or like actually watching them integrate with our system. So when we're, got some documentation, sitting them in with Developers and watching them go through our onboarding steps. And all of that is in service of: we're trying to shape the product to meet their needs and then we're trying to communicate about the product in a way that makes it clear that we meet their needs and then we're trying to make the product easy to use so that there are no barriers to them using it.   Unfortunately, in government, like there is no like recruitment agency that goes out and finds us service teams and there is no list of service teams in government. So what we really have to do, and we learnt this on Notify and Pay and Government as a Platform, is we have to generate hype about what we're doing and then have people come to us. And that's a really good test for us, because what it says to us is: if what you're doing is not exciting, you're not going to generate demand, which doesn't give you people for research, which means you can't generate a product that meets user needs. So it's a really high bar for us to go through. But that's the bar that, that makes this stuff work for us; is we have to generate excitement and then turn that excitement into research sessions with people that haven't seen our product before and then use that to develop a product that really excites people. It's like a little virtuous circle.   So we spent a bunch of time setting up that process and part of why we're on this podcast and talking about it so that anyone that hears this that works on a service team or knows people that work on a service team is thinking about identity, we would love you to get in touch and take part in our research. It's fun. Like we are really, you know respectful people, we're here to understand your stories. And you will get to play with the early versions of our prototypes and our product and you will get to influence direction. So that's the bottom-up approach.   But we also are not naive. We understand that there is a top-down approach as well. So we are out engaging with all of the major departments that provide identity solutions. In the last couple of weeks, I've been in really quite amazing sessions with HMRC [Her Majesty's Revenue & Customs], DWP [Department for Work & Pensions], Home Office - these people that have been grappling with identity for years, and they're very graciously sharing their learnings and their challenges and things that they should tell us to watch out for.   But Vanessa, what you really asked is what we've learnt, so one of the things that we've learnt is that we, we do have to be able to talk about how we're different to Verify, because people that think about digital identity know about Verify. And unless we mention it, it's the elephant in the room. So, so there are 4 ways that we're different to Verify.    The first is that we're really focussed on the idea that this is for everyone this time. We didn't do inclusion well enough on Verify. We've got a team of people, we've got objectives, long-term objectives and goals in our programme, set around making sure that we don't exclude people. So that's one really big way.   A second way that we're different is that we don't have what are called third-party identity providers. So the way that Verify worked is you would have to pick a private sector company to verify your identity. And what it really did was it separated us from all the performance data that we should have been using to improve the system, because all of that was hidden away from us in these third-party companies by design. But it meant it was really hard for us to make incremental improvements to our product.    The third way that we're really different is that we're not taking a one-size-fits-all approach. Verify had a very much all-or-nothing approach. You set the level of identity that you wanted and people either passed or they failed. And if they failed, firstly, the service didn't get any information about why they failed or what they'd passed on. And secondly, the user had to enter all that information again next time around. None of it was saved.   So we're experimenting with lots of different ways this time that we can take a much more nuanced approach to help pass across information about the 'was successful' to the service teams so they can pick that up and do their own checks on the service if they need to. And on the user side, anything they've already entered and already passed is saved for any future identity check.   And then the final way, which you'll hear me go on about and you are hearing me go on about till I'm blue in the face, is that we are designing with the needs of service teams from day one. So I know we said that it can't all be about what's different from Verify, but it is really important for us to talk to teams about what is different from Verify as a way to show that we have learnt.   Helena Trippe: In terms of the findings, but also I guess what's really exciting from a service design point of view is that we've also been kind of trying to understand, how - within the constraints that we, we need to operate within - so, you know, making sure that we deliver something that's easy to use, that's simple enough, so that it's not too complicated in either for us to build or for service teams to integrate with, having and exploring, I guess, where the identity check might be fitting in within a service journey.   So we started to see from the early discovery work, but also some of the prototype testing that we were doing on the product page, how people were kind of trying to understand as well, “well, how do I fit the identity processing, the identity journey within my, within my own kind of service journey?”.   But also kind of, again thinking through those trade-offs that they're making. So: “ok, so if I put it in the beginning of the journey, will that create too much of a barrier for my users? Or if I put it at the end of the journey, will that allow me then at least to collect all the eligibility information that the applicant has submitted and then take a view as to whether the applicant can actually go ahead with this particular identity journey or another identity journey that might be available?”. So that, that was really interesting to, to see and kind of see the appetite as well for, for that.    I was just going to add, I guess that, a thank you, actually, for your service teams. I think they've been incredibly generous with their time, incredibly generous with their knowledge. We've, we're learning. And it, and no, no matter how many times you go out to speak to people, you kind of always, I'm always amazed at how, how generous people are in terms of sharing their time, their knowledge and what they've, what they've learnt. So a big thank you.   Will Myddelton: Yeah, I-I-I totally agree with that, Helena. So I think that, from the 50 research sessions we've done with service teams about identity so far, I think there's 3 big questions that we know we need to answer really early on in that service team's experience of our product.   So the first one is: “what on earth is an identity check and how does it fit in with my existing service?” And the reason that's so important to answer is because until we've, like, communicated the ways that our identity checks can fit in, you know, whether it's at the beginning or the end or at multiple points in a service, is really difficult to talk about, like the other benefits of them, right?    As soon as teams understand that, they move on to the second question, which is, “ok, fine. But how do I know this is going to work for all of my users?” And the research that we've done over the last 2 or 3 weeks has really led us to think that there's 3 ways that we need to talk about that.   One is we need to talk about how accessible our product and our identity checks will be. But to be honest, service teams just expect that we will do that and we expect that we will do that as well. So that's more of a reassurance than a, a big question.    The 2 things that we really need to talk about and be clear when it comes to inclusion are: what documents people can use - because services are very aware that not everyone has passports and driving licences, so we need to be very clear that our system allows people to use many more documents to prove their identity than simply driving licences and passports - and secondly, and I think the thing that has emerged really strongly from the research, is we need to talk much more convincingly about what it means to do identity checks in different channels.   And then the third question that we need to answer, which, let's be honest, is not a question of any service thing comes to us with, but as a result of the way that we're thinking about the product, is: “what are these 3 strengths of identity check or 4 strengths of identity check? And how do I pick the one that is right for my service?”   And I think this is the hardest thing that we face because it's quite a weird, abstract thing, these strengths of identity check. Because for each strength of identity check - we, we call them low, medium, high and extra high - you might choose a higher strength if you're doing something risky, like paying out money, and a lower strength if you're doing something less risky, like letting a user view some non-controversial data about themself.   But it's really hard to help services see themselves in that strength system because what you're doing in that strength system is you're trading off, like, risk of fraud and risk of security by going higher, but the higher you go, the fewer people are going to be able to complete that check because the harder it gets. And we're, we're really focussing on how we can explain that in a way that makes those trade-offs obvious to users.   And I think if I step back from those 3 questions, I think we've learnt something bigger in the last few weeks, which feels like a bit of an 'a-ha' moment for us, which is that the strength of the check plus the document that the user brings and the channel that the user does it in, combines to create a unique user journey for that context. And because it's combinatorial - there are 4 strengths, you might have 10 documents, each of which can be checked 2 or 3 ways across 4 channels - you're talking about hundreds of unique user journeys.   And so I think the thing that we've learnt over the last few weeks is that our core challenge is helping service teams understand what is going on with that weird, like, multiplicity of user journeys because they're going to be sitting in the service's journey. So they need to know, before they even think about how to integrate, they need to understand the implications of those things.    And I'll say, I'll say one more thing that we've learnt: there is sometimes a tension between the things that our service team users need and that our job is to resolve that tension. So on the one hand, service teams need widely inclusive identity checks, and on the other hand, in research, service teams expect to be able to do things like specify which documents they will accept or which channels their users can use.   But actually, if you think about the user journey, is the result of strength plus document plus channel: the service only gets to choose the strength. Because the user gets to choose the document they have and the user gets to choose the channel. Services can't choose the documents and they can't choose the channels because that widens the inclusion of the product, which is a bigger need for service teams. And we've learnt that there is sometimes a tension between the, the different needs that service teams have. And we're going to have to do a better job of explaining why our product has decided to, to do things in a certain way.   Vanessa Schneider: Well, I was going to ask you, Tom, Will mentioned a bit earlier in his answer that hype is necessary in order to generate interest of service teams. Is this conversation the kind of hype that drew you in?   Tom Stewart: Absolutely. I-I-I love this conversation. I love the process of, of user research from beginning to end. I can absolutely attest to the, to the fun part that Will mentioned. We're having some great conversations with, with GDS and your teams just now. I-I'm particularly sensitive around content, around the language. So I, so I think I've been particularly challenging with some of your content design team about, the use of particular words and things like that. You know, all in, all in, for the best possible reasons, you know, to get the, to get the best result, best product.   We've, we've also had some particularly interesting conversations in Defence around that, again, the, the levels that, that we've been talking about. And a-again, I'm sitting here nodding away, whilst Will was talking. So, again, some really rich conversation.   To get back to your question, it was about the hype. And absolutely, yep, yep. We've, we've been caught up in that. We are encouraging it. We are, we're helping that, we're helping that, that that hype, we're helping to keep that going basically. I've been involved in this work for some, well really from its inception.   And I-I think it's absolutely a vital part of my role that I go back to Defence and I'm really, really quite loud about this work, you know. Anyone that will listen, anyone I think should listen or should know about this is hearing about this work because of the work that we're doing in Veterans UK. The, the, the hype is essential.   Vanessa Schneider: [laughs] Brilliant. Well we're always looking forward to new listeners. I was wondering, how is it that you found out that this work was happening? How did the first contact to the GDS team get established?   Tom Stewart: So, so I was one of those teams where Verify was a, an integral part of our, the technical solution. But we, you know, we engaged uh, with GDS and said, “right, how can we-- you know, presumably you've, you've got something in the pipeline. You know you're developing something new. How do we, how can we help you with that? You know, how can my, how can my user research assist you? You know, how can my Service Designer assist what, what you're doing over there? You know, can we, can we share our work?”   Vanessa Schneider: That makes a lot of sense, it's great to see that the relationship has been such a productive one from the beginning. Well, in that case, Will, Helena, I just want to know, are there more opportunities for service teams to get involved with you? How do they do that if it's the case?   Will Myddelton: I mean, yes, of course, there are. Like we're, we're, we're built on the goodwill of colleagues around government. Our products are only as good as the amount of, like, colleagues that volunteer their time to take part in research sessions.   The easiest way is to go to: sign hyphen in dot service dot GOV.UK [sign-in.service.gov.uk] and you'll see the GOV.UK sign product page and there's a big button on there called 'register your interest'. And whether you're interested in just login and authentication, which is what that page is mainly about, or whether you are interested in identity, if you register your interest on that page, one of our researchers will be in touch with you to do a preliminary interview to understand what your needs are, and then we triage that and you will be involved in one of our research sessions that is most appropriate to you and your service.   Please get involved. And some of the kind of research that we're likely to do over the next few months: some of it is like concept research - like there's going to be this product in the future, like how do you talk about how it would meet your needs or what wouldn't meet your needs? So that, that's really helping us design what the future state is, which then helps us design all the steps to get there.   And we also simultaneously doing research on the authentication products that we have launched first. So that's about like the first use of that as in your team. So if you want to integrate authentication and GOV.UK accounts into your service, you can, we're going to be doing research with people that look at the, the onboarding steps. Because what we've learned from doing these platform products in the past is that: it's not easy to onboard these platform products. And the way that we need to talk about it gets shaped by you know, round after round after round of that research.   So yeah, we really value that. And like Tom has said, we think they're actually quite fun experiences to be part of as well.   Vanessa Schneider: Right, brilliant. So you've heard it, folks, get in touch. We've clearly covered a lot of ground already, but I was wondering maybe, Helena, you could start us off with telling us what's next for you.   Helena Trippe: So, as Will suggested, we've kind of, as part of the, the, the research that we've been doing in the past 6 weeks, we've been very much focussing maybe a year, 18 months ahead, looking at the future of, the future state, of the identity product: trying to understand how teams and service teams engage with those concepts to also understand whether we are understanding it in the right way as a programme and have consistency, in terms of what we're talking about, particularly around kind of strength levels.   But I think for, for us now, there's a lot of focus on supporting as well the onboarding for the authentication journey, including looking at some of the support models in the service, management models around supporting users and service teams to link up with the authentication side of things and the sign on side of things. So that's quite exciting. I think we're very much trying to explore the extent as well of the self-service kind of model for support and what we can put in place to make sure that people feel supported, but also that it's not too much of a burden for us and service teams to, to be able to deliver that.   Vanessa Schneider: Great, Tom, how about you, where do you see this going next for you?   Tom Stewart: So we, we're squaring up for a Beta assessment towards the autumn this year. Which is very exciting. And there's a lot work going on just now to work out, to, to work out where precisely this work with GDS, where that lands. Like you know, should I, should I postpone the Beta perhaps for a more, for a more complete service or do I just turn up at the Beta with you know, very clear plans as to what my, what my plans are for the future and hope that I can still make a compelling, convincing case that we should be able to go live in the interim. So there's a lot of really rich conversation going on around that just now.   And otherwise, the plan is to-to very much pester you and GDS and make sure that we, that we stay as close to the front of the queue as possible, to continue working with you to continue to take your advice, but also hopefully to continue to have some of our advice received in kind. So, yeah, very exciting times for us in general.   Vanessa Schneider:  Well, consider yourself forewarned [laughs] Tom told you he'd pester you. Will, do you want to round us off with what you think's up next for you?   Will Myddelton: So we got a new Director, Natalie Jones, who's joining us in September. And that's really exciting. She comes with a huge amount of experience of delivering really innovative and you know, worthwhile, usable, workable digital identity products with the Home Office. So we're really excited about Natalie joining our programme.   Beyond that, identity work goes through its alpha self-assessment in September. So our identity teams are all hyper-focussed on that. A little bit nervous. Little bit excited. Getting people from around government to mark our work is a sign of a robust assessment process. And so we're, we're proud to take part in that. But it is also you know, tough, as anyone that's been through service assessment will attest.   And we are going live with the first service that will be using GOV.UK Signin for authentication, and that will be in October. So that's a really big deal for us. And Helena talks about we're focussing on supporting the delivery of that. So we're downing tools on some of our identity concept work for just a few weeks so that we can make sure that that launch goes smoothly because all of our identity work builds on top of the authentication work.   Vanessa Schneider: I have to say, I am really excited by the picture that you're painting, so I can't wait to see how it goes.    Thank you for joining me today on the podcast. It's been really great to hear how GDS is co-designing this work with other parts of government, hearing how it's being received by those parts of government, and just making sure that it's a truly collaborative product that works for all users, whether that's citizens or colleagues in the public sector. So just another reminder, in case we haven't said it often enough, if you are a service team in government and you're interested in becoming an early adopter, or if you work in a public sector service team more generally and want to share your experience for our research, you can visit the product page, that's: sign hyphen in dot service dot gov dot UK [sign-in.service.gov.uk] and you can register your interest. That was snappy. [laughs]   You can listen to all the episodes of the Government Digital Service podcast on Spotify, Apple Podcasts and all other major podcast platforms. And the transcripts are available on PodBean.    Goodbye!   Will Myddelton: Goodbye.    Helena Trippe: Goodbye.    Tom Stewart:  Thanks everyone. Goodbye. 

Alice is the co-founder and Design Strategist at Future Urban Living (FUL) where she and her colleagues work on making the future circular. A UX and Service Designer by trade, Alice has worked for IBM, the Italian government and many other organizations. Discover the disruptive potential of the circular economy, the business benefit of thinking about products and services holistically, and how to get started on your journey.

Adam is a customer experience consultant, facilitator, comedian and actor with a background in psychology and theatre. He's also an author and co-initiator of the Global Service Jam, Global Sustainability Jam and Global GovJam. He's an adjunct Professor at IE School of Business and runs WorkPlayExperience a service innovation & customer experience consultancy. This is part 2/2 of the conversation with Adam, so make sure you check EP.24 too!

This weeks guest is Will Hardaway from Willgo.io. He is a Service Designer and Educator. @willgo.ioDuring this episode we talk about: -antiracism and design thinking-action figures as childhood creative storytelling. -his move to community college from a tough neighborhood and why it was so eye-opening. -fashion brands and community building. -why right now is the most challenging time he has experienced in his career.-why starting a business is the decision and project that he is the most proud of. I had a great time chatting with Will and there is some ask-it-forward magic in this episode. An awesome one answered, and another one asked.***Open only for a limited time right now is The Color Bar Challenge. This is a design and creative thinking challenge for graphic designers. 5 days - prizes. Check it out at https://www.printdesignacademy.com/

Andrea Fineman designs the way that users interact with the Getaround car rental service.

En este segundo episodio de la serie Service Design, seguimos platicando con nuestras invitadas Priscila y Adriana de la relación entre Customer Experience y el Proceso de Diseño con el Service Design, así como del valor que aporta un Service Designer a las compañías.