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Tubes, trains, boats, trams, bikes, busses and even a cable car combine to make Transport for London (TfL), a system that helps 9 million Londoners and a few tourists navigate the world's greatest city.

Designing the digital tools that help people to turn complex logistics into practical travel plans is no mean feat, but that's exactly what Hanna Kops and her team did with the TfL Go app.    In this episode Hanna tells us the story of how the  TfL Digital Experience team collaborated with a complex matrix of stakeholders and launched an app that's now on every Londoner's phone. 

We also talk about:

• The formative role that playing games with her family had on Hanna's development as a designer and reflect on how the shift to screen-based play will shape tomorrows designers.
• How the singleminded pursuit of "scale" often strips the value out of designed experiences.  

If you're curious about the vintage "Mind The Gap" sound bite in this episode and are in the mood for a romantic story, then click here. 

About Hanna 

Hanna Kops is Head of Experience at TfL Digital.Over the last few years, she co-built TfL Digital, the team behind the TfL Go app and other future digital experiences. TfL Go includes an innovative new approach to digital maps, was shortlisted for a D&AD Award and won multiple industry awards, including BIMA, The Drum and Design Week.Hanna is also a Visiting Lecturer at the Royal College of Art.Before joining Transport for London, Hanna led design teams, innovation projects and culture change for a wide range of organisations in the UK and USA. She also co-founded a design studio.

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