Service Design Principles

In this episode, Daniele and Guy talk about the Workplace, including the need for rest, practical ideas on how to manage workload and communication channels, and how there are many things everyone can do to make their workplace better, even if they aren’t in a position of authority. Note: We used a new service to record this episode, and I (Guy) neglected to set up my levels properly, so there are points where my audio is a little distorted. I tried to fix this as much as possible in “post”, but it’s still noticeable. Sorry for this drop in quality - it’s a valuable lesson learned! Chapters 00:00:00 Workplace 00:00:02 Intro 00:01:15 Employee experience is an essential part of Service Design 00:12:27 Work Can Wait 00:20:57 The benefits of rest 00:26:26 Employees Should Check Their Email Less Often 00:32:58 Put Some Stupid Plants to Make Your Workplace Better 00:34:28 Your Open Space Is Like Hell 00:43:04 Mistakes Are Worthy Only If You Share Them 00:48:21 Create a process of recognizing your colleagues 00:51:50 A brief caveat for those in toxic environments 00:56:17 You Need To Repeat a Behavior for 66 Days to Create a New Habit 01:01:03 Authority does not a leader make 01:06:19 Wrap up 01:07:45 Credits - thanks to Castopod.com Mentioned Leadership is Language - L. David Marquet Atomic Habits - James Clear Deep Work - Cal Newport Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners. 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 Thanks to Castopod, a Podcasting 2.0 and ActivityPub enabled host, for their support. A production of Neolux Consulting

This episode Daniele and Guy take a look at Technology, and join most of the world to give our take on AI. We espouse the virtues of analog technology (pencil and paper), and look at why some bots are better then humans, and others make us feel betrayed. Chapters 00:00 Technology 00:02 Intro 00:42 Why do we sometimes struggle to make technology work for us? 02:31 Sometimes, Pen and Paper works best 07:46 Ambivalence about “AI” 15:20 Robots don’t have mirror neurons. 19:26 I prefer bots over fake humans (SDP 33) 22:12 Let me speak with a Human (SDP 34) 26:46 Why can’t I answer this email? (SDP 35) 32:53 The balance between user-friendliness and security. 33:52 IT is your peer with a different perspective. 35:39 Stick with the tools you already have. 39:28 …or maybe not. 44:16 It’s now time for websites that react to the context (SDP 36) 51:31 Outro 52:12 A small request. Mentioned in this episode: Cal Newport - Deep Questions Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners. 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 Thanks to Castopod, a Podcasting 2.0 and ActivityPub enabled host, for their support. A production of Neolux Consulting

This episode Guy Martin and Daniele Catalanotto go into what makes a service seem impersonal, and how organizations can make small changes to help their customers feel warmer about their interactions. Daniele tries to get a coffee from Starbucks, and we talk about hotels again. Chapters 00:00 Intro 00:48 Organizations are collections of humans 01:49 Ask Unnecessary Emotional information 04:43 Good salespeople understand the value of emotion 06:30 It works even when we recognize it 11:32 Different Levels of Service Design 13:28 Some good advice when facing change and uncertainty 15:19 Making It Personal Is Different For Every Culture 18:01 Culture is more than just nationality 23:41 Just Remember Me 29:03 and for extra points, Remember My Preferences 31:43 If you already have the information, use it! 34:17 Outro Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners. 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 Thanks to Castopod, a Podcasting 2.0 and ActivityPub enabled host, for their support. A production of Neolux Consulting

In this episode, we explore the nuanced relationship between pricing strategies and service design. The discussion highlights three key areas: Complex Pricing and User Interface Design: Daniele shares insights on how complex pricing can complicate user interfaces, using public transportation ticket machines as an example. He suggests that simplifying pricing could lead to more user-friendly interfaces. Innovative Pricing Models: The conversation covers innovative approaches to pricing, such as Switzerland’s “L’abonnement général” for public transport, and the simplicity and transparency of Basecamp’s pricing model for SaaS. These examples illustrate the benefits of straightforward pricing structures in enhancing customer experience. Psychological Impact of Pricing on Quality Perception: Daniele discusses how pricing affects customers’ perceptions of quality and engagement, sharing personal anecdotes about book pricing strategies. The episode delves into ethical considerations in pricing, emphasizing the importance of building meaningful relationships through thoughtful pricing strategies. Overall, the episode sheds light on the intricate role of pricing in service design, urging designers and businesses to consider how pricing strategies impact user experience, customer relationships, and perceived value. (Show summary by ChatGPT) 00:00 Intro 00:49 The Problem Is Not the Interface, It’s the Pricing 04:48 L’abonnement Général 07:19 37 Signals 07:50 Basecamp Pricing 09:41 Bigger Organizations 10:21 Trade-offs 12:04 Show Me Your Damn Pricing 13:20 Provide recurring services? You’re in a relationship. 16:15 The Price Changes The Quality Without Any Other Change 22:17 A higher price gives you room 25:55 Guy doesn’t answer the question. 27:20 Pricing in threes 29:11 BANT Framework 30:04 Quantitative elements have lots of research and data 32:23 Some takeaways 34:21 Wrap up Swiss GA Travelcard - “l’abonnement général”- https://www.sbb.ch/en/tickets-offers/travelcards/ga-travelcard.html Fair Tiq - https://fairtiq.com/en/ 37 Signals - https://37signals.com/ Basecamp - https://basecamp.com/pricing BANT Framework - Budget Authority Need Timing (Search for “BANT framework alternative” for other frameworks) Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners. 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 Thanks to Castopod, a Podcasting 2.0 and ActivityPub enabled host, for their support. A production of Neolux Consulting