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

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>We support</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>We support</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>We support</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
Introducing Service Design Principles 301-400
JAN 25, 2024
Introducing Service Design Principles 301-400
<p>Guy Martin talks with Daniele Catalanotto about the release of his latest book on Service Design Principles. The conversation starts with Daniele clarifying what service design principles mean: ideas or advice aimed at simplifying and enhancing human experiences. The books are described as a “toilet books” - ideal for short, insightful reads leading to brief moments of reflection.</p> <p>Daniele reveals that this fourth volume in the series adopts a fresh approach by incorporating feedback and insights from a global tour where he engaged with service design experts. This iteration is not just a book but a comprehensive media experience, featuring around 10 hours of video content. It integrates expert discussions directly into the narrative, allowing readers to explore topics more deeply online.</p> <p>We also touch on the diverse content and the inclusion of a curated list of resources at the book’s end, making it a valuable tool for both casual reading and in-depth exploration of service design.</p> <p><strong>Highlighting the communal aspect of this launch, Daniele invites listeners to a unique party, marking the book’s release. Unlike typical launch events, this gathering aims to foster a broader discussion on service design, encouraging questions and interactions with experts from around the world.</strong></p> <p><a href="https://store.swissinnovation.academy/book-launch-party-service-design-principles-301-400">https://store.swissinnovation.academy/book-launch-party-service-design-principles-301-400</a></p> <p>00:00 Intro 00:24 What is a Service Design Principle anyway? 02:17 What’s different about this volume? 03:42 So much content! 05:03 It’s a party 06:49 Thanks giving 08:20 Outro and Event information</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>We support</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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8 MIN
Waiting...
JAN 16, 2024
Waiting...
<p>In this first “long-form” episode of the Service Design Principles podcast, we explore how the perception of time influences people’s experiences of waiting. We use examples such as train journeys and elevator lobbies to illustrate how changing the environment or offering distractions can alter perceptions of waiting time.</p> <p>Then we go into the concept of ‘cooling-off’ periods in various contexts, like medical decisions and major purchases, emphasising the need for waiting in certain decision-making processes.</p> <p>The conversation shifts to practical strategies in customer service, focusing on modern solutions like callback options in hotlines and designing more thoughtful on-hold experiences. We highlight the importance of transparency and communication in setting realistic expectations and providing clear information to enhance customer satisfaction.</p> <p>We talk about the potential of using waiting time creatively, suggesting that waiting periods can be transformed into opportunities for education and engagement, offering examples where waiting time is utilised to provide informative content or entertainment.</p> <p>The role of smartphones in waiting scenarios is also discussed. We acknowledge the prevalent and almost addictive use of mobile devices but suggest that allowing phone usage in waiting areas can be beneficial.</p> <p>We then conclude that waiting can actually have a strategic value in service design. When managed appropriately, waiting can be an integral and constructive part of the service experience.</p> <p><strong>Chapters:</strong></p> <ul> <li>00:00 Welcome</li> <li>00:29 Today’s Episode - Waiting</li> <li>01:47 The role of perception</li> <li>03:44 Cooling off periods</li> <li>07:12 How can we make make waiting more tolerable</li> <li>10:09 Small courtesies</li> <li>13:00 Some classic examples of changing perceptions</li> <li>15:25 A mental framework for waiting</li> <li>18:59 Under Promise, Over Deliver</li> <li>20:24 Waiting time isn’t just about waiting time.</li> <li>25:19 SDP 18 and 19 - Smartphones and waiting</li> <li>30:30 Why are we waiting?</li> <li>34:42 Waiting can encourage people to learn to fish, instead of just getting fish handed to them</li> <li>37:15 Waiting as a brand decision</li> <li>41:20 Outro</li> </ul> <p><strong>Rory Sutherland TED talk</strong>: <a href="https://www.ted.com/talks/rory_sutherland_life_lessons_from_an_ad_man">https://www.ted.com/talks/rory_sutherland_life_lessons_from_an_ad_man</a></p> <p><strong>New York Times article on increasing walking times at Houston airport reduced complaints about luggage delivery times</strong>: <a href="https://www.nytimes.com/2012/08/19/opinion/sunday/why-waiting-in-line-is-torture.html">https://www.nytimes.com/2012/08/19/opinion/sunday/why-waiting-in-line-is-torture.html</a> (Sorry for the paywall - this was the earliest source I could find for this)</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>We support</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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41 MIN