Service Design Principles
Service Design Principles

Service Design Principles

Neolux Consulting

Overview
Episodes

Details

An irreverent podcast about Service Design Principles hosted by Guy Martin and Daniele Catalanotto.

Join us as we provide you with a deeper understanding of service design principles, enhanced by real-world examples and anecdotes from Daniele’s extensive expertise as a leading service design practitioner and founder of the Swiss Innovation Academy, and Guy’s experience from working with global companies and startups in various roles, including service delivery, client services, and corporate education.

Explicit tag is for language (we drop a few swear words here and there) and occasional “adult themes”.

Support us with Value 4 Value

Find out more about “Value 4 Value” here: https://value4value.info/

Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.

Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.

Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.

Get a modern podcast app: https://modernpodcastapps.com/

Traditional donation: https://ko-fi.com/neoluxpodcasts https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS

Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the Swiss Innovation Academy

Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.

Music by Mikhail Smusev from Pixabay

Hosted with Castopod

We support Podcasting 2.0

A production of Neolux Consulting

Recent Episodes

Naming
JUL 3, 2024
Naming
<p>In this episode of Service Design Principles, Guy and Daniele talk about the critical role of naming in service design. Daniele shares a story from his parents’ experience establishing a church in Switzerland, where an initial naming choice led to confusion. A renaming solved the issue and shaped the church’s identity.</p> <p>The discussion then moves to project naming. Daniele explains how names can set expectations and influence outcomes. He emphasizes the importance of names that convey vision and values, avoiding generic terms that might mislead stakeholders.</p> <p>Guy adds his perspective, recounting how different group names at a former job—councils, committees, working groups—helped clarify roles and responsibilities. The talk explores the balance between innovative and standard naming, using a tech company’s choice of a new product term as a case study.</p> <p>Listeners also hear about a well-known entertainment company’s unique naming conventions for visitors and employees, illustrating how thoughtful naming can shape experiences.</p> <p>The episode concludes with Daniele’s cautionary tale on the importance of easy-to-spell names, highlighting potential issues with misspellings. Tune in to learn more about the strategic significance of naming in service design.</p> <p>–</p> <p>00:00 Intro 01:11 Give Everything a Name 05:25 A project name can make or break a project 07:39 Councils, Committee, and Working Groups 10:47 Stop Inventing Silly Names for Standard Stuff 19:28 Don’t Assume That I Know How to Spell Your Company Name 23:20 Some History on “Neolux” 25:24 An Apple by any other Name 30:26 Summary 31:19 Outro 31:51 Credits - Thanks to Castopod.com</p> <p><em>AI generated episode summary</em></p> <footer><hr /> <p>Interested in the book, <strong>Service Design Principles 1-100</strong>? Check out the <a href="https://store.swissinnovation.academy/book-service-design-principles-1-100?coupon=GUY-HAS-A-GIFT-FOR-YOU-BUT-PSSST-ITS-A-SECRET">special offer just for podcast listeners</a>.</p> <hr /> <p><strong>Support us with <em>Value 4 Value</em></strong></p> <p><em>Find out more about “Value 4 Value” here: <a href="https://value4value.info/">https://value4value.info/</a></em></p> <p><strong>Time</strong> - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.</p> <p><strong>Talent</strong> - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.</p> <p><strong>Treasure</strong> - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.</p> <p>Get a modern podcast app: <a href="https://modernpodcastapps.com/">https://modernpodcastapps.com/</a></p> <p>Traditional donation: <a href="https://ko-fi.com/neoluxpodcasts">https://ko-fi.com/neoluxpodcasts</a> <a href="https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS">https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS</a></p> <hr /> <p>Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the <a href="https://store.swissinnovation.academy/principles-series">Swiss Innovation Academy</a></p> <p>Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.</p> <p>Music by <a href="https://pixabay.com/users/sigmamusicart-36860929/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Mikhail Smusev</a> from <a href="https://pixabay.com/music//?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Pixabay</a></p> <p>Thanks to <a href="https://castopod.com/">Castopod</a>, a <a href="https://podcasting2.org/">Podcasting 2.0</a> and ActivityPub enabled host, for their support.</p> <p>A production of <a href="https://neoluxconsulting.com/podcasts/service-design-principles">Neolux Consulting</a></p> </footer>
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32 MIN
Workplace
JUN 1, 2024
Workplace
<p>In this episode, Daniele and Guy talk about the Workplace, including the need for rest, practical ideas on how to manage workload and communication channels, and how there are many things everyone can do to make their workplace better, even if they aren’t in a position of authority.</p> <p><em>Note: We used a new service to record this episode, and I (Guy) neglected to set up my levels properly, so there are points where my audio is a little distorted. I tried to fix this as much as possible in “post”, but it’s still noticeable. Sorry for this drop in quality - it’s a valuable lesson learned!</em></p> <hr /> <p><strong>Chapters</strong></p> <p>00:00:00 Workplace</p> <p>00:00:02 Intro</p> <p>00:01:15 Employee experience is an essential part of Service Design</p> <p>00:12:27 Work Can Wait</p> <p>00:20:57 The benefits of rest</p> <p>00:26:26 Employees Should Check Their Email Less Often</p> <p>00:32:58 Put Some Stupid Plants to Make Your Workplace Better</p> <p>00:34:28 Your Open Space Is Like Hell</p> <p>00:43:04 Mistakes Are Worthy Only If You Share Them</p> <p>00:48:21 Create a process of recognizing your colleagues</p> <p>00:51:50 A brief caveat for those in toxic environments</p> <p>00:56:17 You Need To Repeat a Behavior for 66 Days to Create a New Habit</p> <p>01:01:03 Authority does not a leader make</p> <p>01:06:19 Wrap up</p> <p>01:07:45 Credits - thanks to Castopod.com</p> <hr /> <p><strong>Mentioned</strong></p> <ul> <li>Leadership is Language - L. David Marquet</li> <li>Atomic Habits - James Clear</li> <li>Deep Work - Cal Newport</li> </ul> <footer><hr /> <p>Interested in the book, <strong>Service Design Principles 1-100</strong>? Check out the <a href="https://store.swissinnovation.academy/book-service-design-principles-1-100?coupon=GUY-HAS-A-GIFT-FOR-YOU-BUT-PSSST-ITS-A-SECRET">special offer just for podcast listeners</a>.</p> <hr /> <p><strong>Support us with <em>Value 4 Value</em></strong></p> <p><em>Find out more about “Value 4 Value” here: <a href="https://value4value.info/">https://value4value.info/</a></em></p> <p><strong>Time</strong> - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.</p> <p><strong>Talent</strong> - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.</p> <p><strong>Treasure</strong> - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.</p> <p>Get a modern podcast app: <a href="https://modernpodcastapps.com/">https://modernpodcastapps.com/</a></p> <p>Traditional donation: <a href="https://ko-fi.com/neoluxpodcasts">https://ko-fi.com/neoluxpodcasts</a> <a href="https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS">https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS</a></p> <hr /> <p>Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the <a href="https://store.swissinnovation.academy/principles-series">Swiss Innovation Academy</a></p> <p>Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.</p> <p>Music by <a href="https://pixabay.com/users/sigmamusicart-36860929/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Mikhail Smusev</a> from <a href="https://pixabay.com/music//?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Pixabay</a></p> <p>Thanks to <a href="https://castopod.com/">Castopod</a>, a <a href="https://podcasting2.org/">Podcasting 2.0</a> and ActivityPub enabled host, for their support.</p> <p>A production of <a href="https://neoluxconsulting.com/podcasts/service-design-principles">Neolux Consulting</a></p> </footer>
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68 MIN
Technology
APR 19, 2024
Technology
<p>This episode Daniele and Guy take a look at Technology, and join most of the world to give our take on AI. We espouse the virtues of analog technology (pencil and paper), and look at why some bots are better then humans, and others make us feel betrayed.</p> <hr /> <p><strong>Chapters</strong> 00:00 Technology 00:02 Intro 00:42 Why do we sometimes struggle to make technology work for us? 02:31 Sometimes, Pen and Paper works best 07:46 Ambivalence about “AI” 15:20 Robots don’t have mirror neurons. 19:26 I prefer bots over fake humans (SDP 33) 22:12 Let me speak with a Human (SDP 34) 26:46 Why can’t I answer this email? (SDP 35) 32:53 The balance between user-friendliness and security. 33:52 IT is your peer with a different perspective. 35:39 Stick with the tools you already have. 39:28 …or maybe not. 44:16 It’s now time for websites that react to the context (SDP 36) 51:31 Outro 52:12 A small request.</p> <hr /> <p>Mentioned in this episode:</p> <ul> <li>Cal Newport - Deep Questions</li> </ul> <footer><hr /> <p>Interested in the book, <strong>Service Design Principles 1-100</strong>? Check out the <a href="https://store.swissinnovation.academy/book-service-design-principles-1-100?coupon=GUY-HAS-A-GIFT-FOR-YOU-BUT-PSSST-ITS-A-SECRET">special offer just for podcast listeners</a>.</p> <hr /> <p><strong>Support us with <em>Value 4 Value</em></strong></p> <p><em>Find out more about “Value 4 Value” here: <a href="https://value4value.info/">https://value4value.info/</a></em></p> <p><strong>Time</strong> - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.</p> <p><strong>Talent</strong> - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.</p> <p><strong>Treasure</strong> - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.</p> <p>Get a modern podcast app: <a href="https://modernpodcastapps.com/">https://modernpodcastapps.com/</a></p> <p>Traditional donation: <a href="https://ko-fi.com/neoluxpodcasts">https://ko-fi.com/neoluxpodcasts</a> <a href="https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS">https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS</a></p> <hr /> <p>Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the <a href="https://store.swissinnovation.academy/principles-series">Swiss Innovation Academy</a></p> <p>Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.</p> <p>Music by <a href="https://pixabay.com/users/sigmamusicart-36860929/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Mikhail Smusev</a> from <a href="https://pixabay.com/music//?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Pixabay</a></p> <p>Thanks to <a href="https://castopod.com/">Castopod</a>, a <a href="https://podcasting2.org/">Podcasting 2.0</a> and ActivityPub enabled host, for their support.</p> <p>A production of <a href="https://neoluxconsulting.com/podcasts/service-design-principles">Neolux Consulting</a></p> </footer>
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52 MIN
Impersonal Service
APR 3, 2024
Impersonal Service
<p>This episode Guy Martin and Daniele Catalanotto go into what makes a service seem impersonal, and how organizations can make small changes to help their customers feel warmer about their interactions. Daniele tries to get a coffee from Starbucks, and we talk about hotels again.</p> <hr /> <p><strong>Chapters</strong></p> <p>00:00 Intro</p> <p>00:48 Organizations are collections of humans</p> <p>01:49 Ask Unnecessary Emotional information</p> <p>04:43 Good salespeople understand the value of emotion</p> <p>06:30 It works even when we recognize it</p> <p>11:32 Different Levels of Service Design</p> <p>13:28 Some good advice when facing change and uncertainty</p> <p>15:19 Making It Personal Is Different For Every Culture</p> <p>18:01 Culture is more than just nationality</p> <p>23:41 Just Remember Me</p> <p>29:03 and for extra points, Remember My Preferences</p> <p>31:43 If you already have the information, use it!</p> <p>34:17 Outro</p> <footer><hr /> <p>Interested in the book, <strong>Service Design Principles 1-100</strong>? Check out the <a href="https://store.swissinnovation.academy/book-service-design-principles-1-100?coupon=GUY-HAS-A-GIFT-FOR-YOU-BUT-PSSST-ITS-A-SECRET">special offer just for podcast listeners</a>.</p> <hr /> <p><strong>Support us with <em>Value 4 Value</em></strong></p> <p><em>Find out more about “Value 4 Value” here: <a href="https://value4value.info/">https://value4value.info/</a></em></p> <p><strong>Time</strong> - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.</p> <p><strong>Talent</strong> - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.</p> <p><strong>Treasure</strong> - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.</p> <p>Get a modern podcast app: <a href="https://modernpodcastapps.com/">https://modernpodcastapps.com/</a></p> <p>Traditional donation: <a href="https://ko-fi.com/neoluxpodcasts">https://ko-fi.com/neoluxpodcasts</a> <a href="https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS">https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS</a></p> <hr /> <p>Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the <a href="https://store.swissinnovation.academy/principles-series">Swiss Innovation Academy</a></p> <p>Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.</p> <p>Music by <a href="https://pixabay.com/users/sigmamusicart-36860929/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Mikhail Smusev</a> from <a href="https://pixabay.com/music//?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Pixabay</a></p> <p>Thanks to <a href="https://castopod.com/">Castopod</a>, a <a href="https://podcasting2.org/">Podcasting 2.0</a> and ActivityPub enabled host, for their support.</p> <p>A production of <a href="https://neoluxconsulting.com/podcasts/service-design-principles">Neolux Consulting</a></p> </footer>
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35 MIN
Pricing
FEB 7, 2024
Pricing
<p>In this episode, we explore the nuanced relationship between pricing strategies and service design. The discussion highlights three key areas:</p> <p><strong>Complex Pricing and User Interface Design:</strong> Daniele shares insights on how complex pricing can complicate user interfaces, using public transportation ticket machines as an example. He suggests that simplifying pricing could lead to more user-friendly interfaces.</p> <p><strong>Innovative Pricing Models:</strong> The conversation covers innovative approaches to pricing, such as Switzerland’s “L’abonnement général” for public transport, and the simplicity and transparency of Basecamp’s pricing model for SaaS. These examples illustrate the benefits of straightforward pricing structures in enhancing customer experience.</p> <p><strong>Psychological Impact of Pricing on Quality Perception:</strong> Daniele discusses how pricing affects customers’ perceptions of quality and engagement, sharing personal anecdotes about book pricing strategies. The episode delves into ethical considerations in pricing, emphasizing the importance of building meaningful relationships through thoughtful pricing strategies.</p> <p>Overall, the episode sheds light on the intricate role of pricing in service design, urging designers and businesses to consider how pricing strategies impact user experience, customer relationships, and perceived value.</p> <p><em>(Show summary by ChatGPT)</em></p> <p>00:00 Intro 00:49 The Problem Is Not the Interface, It’s the Pricing 04:48 L’abonnement Général 07:19 37 Signals 07:50 Basecamp Pricing 09:41 Bigger Organizations 10:21 Trade-offs 12:04 Show Me Your Damn Pricing 13:20 Provide recurring services? You’re in a relationship. 16:15 The Price Changes The Quality Without Any Other Change 22:17 A higher price gives you room 25:55 Guy doesn’t answer the question. 27:20 Pricing in threes 29:11 BANT Framework 30:04 Quantitative elements have lots of research and data 32:23 Some takeaways 34:21 Wrap up</p> <p>Swiss GA Travelcard - “l’abonnement général”- <a href="https://www.sbb.ch/en/tickets-offers/travelcards/ga-travelcard.html">https://www.sbb.ch/en/tickets-offers/travelcards/ga-travelcard.html</a></p> <p>Fair Tiq - <a href="https://fairtiq.com/en/">https://fairtiq.com/en/</a></p> <p>37 Signals - <a href="https://37signals.com/">https://37signals.com/</a> Basecamp - <a href="https://basecamp.com/pricing">https://basecamp.com/pricing</a></p> <p>BANT Framework - Budget Authority Need Timing (Search for “BANT framework alternative” for other frameworks)</p> <footer><hr /> <p>Interested in the book, <strong>Service Design Principles 1-100</strong>? Check out the <a href="https://store.swissinnovation.academy/book-service-design-principles-1-100?coupon=GUY-HAS-A-GIFT-FOR-YOU-BUT-PSSST-ITS-A-SECRET">special offer just for podcast listeners</a>.</p> <hr /> <p><strong>Support us with <em>Value 4 Value</em></strong></p> <p><em>Find out more about “Value 4 Value” here: <a href="https://value4value.info/">https://value4value.info/</a></em></p> <p><strong>Time</strong> - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.</p> <p><strong>Talent</strong> - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.</p> <p><strong>Treasure</strong> - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.</p> <p>Get a modern podcast app: <a href="https://modernpodcastapps.com/">https://modernpodcastapps.com/</a></p> <p>Traditional donation: <a href="https://ko-fi.com/neoluxpodcasts">https://ko-fi.com/neoluxpodcasts</a> <a href="https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS">https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS</a></p> <hr /> <p>Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the <a href="https://store.swissinnovation.academy/principles-series">Swiss Innovation Academy</a></p> <p>Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.</p> <p>Music by <a href="https://pixabay.com/users/sigmamusicart-36860929/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Mikhail Smusev</a> from <a href="https://pixabay.com/music//?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Pixabay</a></p> <p>Thanks to <a href="https://castopod.com/">Castopod</a>, a <a href="https://podcasting2.org/">Podcasting 2.0</a> and ActivityPub enabled host, for their support.</p> <p>A production of <a href="https://neoluxconsulting.com/podcasts/service-design-principles">Neolux Consulting</a></p> </footer>
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35 MIN