Service Design YAP

• Designing the world's best digital transport experience, with TfL's Hanna Kops

  Send us a textTubes, 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

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• Emergency Service Design: How design is reshaping policing in Scotland with Chris Muir

  Send us a textWhen the Scotland consolidated its police forces it saw an opportunity to add a Service Design team to the new organisation.  Not only would this team make a material contribution to Police Scotland's radical transformation, they would also become a core part of the force's new ways of working. In this episode we're joined my Chris Muir, who tells the story of how he discovered service design and how he and the Police Scotland Service Design team work with officers at every level to discover, design and deliver services that keep people in Scotland safer. Chris talks about the benefits of running a design studio in a 14th century castle, once owned by the Blackadder family and of how the design team's six principles helps the to build trust and deliver value through their work. We talk about how spending time out on patrol with officers helps Police Scotland's designers to create services that meet the needs of officers whether they're in high population density Glasgow, or in the rural extremes of the Highlands & Islands.References from this episode. Radical Candor. https://amzn.eu/d/h04WOyVNine Lies About Work https://amzn.eu/d/7m9vFq2This is Service Design Doing https://amzn.eu/d/3DCngOvBeyond Sticky notes: https://amzn.eu/d/j0RFTrHGood Services https://good.services/homeMcDonalds removes AI from their sites https://www.bbc.co.uk/news/articles/c722gne7qngo#:~:text=McDonald's%20is%20removing%20artificial%20intelligence,orders%2C%20was%20announced%20in%202019.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

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• The AI YAP Episode

  Send us a textIn this short, bonus edition of YAP we spend time thinking about and playing with AI. Most designers state that AI will become the most powerful design tool of the decade, enabling them to mine the world's data, to find inspiration and to create better products and services. Designers who remember sign painters being replaced by naff vinyl sign printing machines see AI as a cut-price competitor rather than a tool.  ( Sign Painters  is a great -if niche- documentary) So,  how will the design profession evolve in the face of AI?In the spirit of exploration we  just asked AI... and we also wondered if we could use AI to create an entire episode of YAP.We also saw this experiment as a way to find tools that could help designers to build audio mock ups, or provocatypes; thought provoking artefacts that you don't want to spend too much time on, but which land better with the target audience if they have good production quality.   Let us know what you think of the episode and where you think that designers are under estimating the impact AI in the design process at the moment. To create this episode we used:Chat GPT to collate content. The tool gave us deeper case study content, but failed to really bring any new concepts to the table.Jelly Pod structured and create the podcast audio. Jelly Pod's text editor will really help designers looking to create audio provocatypes as its quick and easy to use.  The custom voices also make audio mock ups really compelling.Suno was used to create the new closing music. Its simple and even simple prompts generate quality outputs aligned with expectations.  Adobe Firefly to create the episode cover. This needed the most rework and lags behind tools like Mid-journey.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

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• Improv as a Prototype and other tactics designers need to steal from stage-craft, with Adam St John Lawrence

  Send us a textIn this festive bonus episode of Service Design YAP, we sit down with Adam St John Lawrence to understand how he uses tactics and techniques from theatre in his design work.Adam, the goatee sporting GOAT of Service Design, draws on an "eclectic" background that includes farming and psychology (plus some bouncing and stripping), to offer some radical challenges to design’s dusty  “best practices”.  He a natural raconteur who  tell stories and shares insight that everyone will find funny and enlightening in equal measure. Enjoy your break, how ever you spend it.Let us know what you think about the episode on our Insta account ; tell us which podcasts are inspiring you and  who you think  we should interview next. https://www.linkedin.com/in/stickdorn?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_appThe YAP team will see you in 2025.  Please note, no rubber chickens were harmed in the making of this episode. Links from this episode:https://www.thiagi.com/game-designhttps://www.appliedimprovisationnetwork.org/Adam, Marc Stickdorn,  Markus Hormeß and Jacob Schneider’s book This is Service Design Doing.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

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• How your design superpowers can spark innovation with Ian Crawford from NatWest Group.

  Send us a textHow can you encourage a retail bank, which will always focus on risk management and stability, to innovate? In this episode we talk with Ian Crawford, NatWest Group's Head of Innovation Design. We  explore the ways in which designers are uniquely positioned to help corporate innovation programs to think differently.Ian shares how his group interviews design candidates to evaluate their innovation mindsets, and talks about the trends that his group believe will reshape retail banking in the future. In a conversation that roams from Dieter Rams to Blackadder's Christmas Carol, we explore how you can promote two of your designer superpowers: Framing and encouraging bolder thinking,  Expert facilitation helping to create consensus and commitment to get great ideas into the real world.  About IanIan leads an Innovation Design team at NatWest Group as part of a wider department of approximately 70 people in Innovation & Partnerships. The department are responsible for catalysing the creation of brand new services, products and experiences for the wider Group, often leveraging start-ups and other technology partners to bring NatWest’s strategy to life.He is an award-winning designer with over 15 years of experience across design, digital strategy and marketing and has worked with a wide range of organisations including Lloyds Bank, Amazon, Microsoft, CYBG, Standard Life, the NHS and Scottish Government among many others.Sources cited in this podcast:The Innovation Expedition: The Jobs to be Done Playbook:When Coffee and Kale Compete: 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

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