Thinking about Inclusive Service Design with Elle Beange from Deloitte Digital

Send us a textSpecial Projects' co-founder, Adrian Westaway  talks to us about his journey from amateur magician to master designer and how the skills of illusion can be applied to drive better design outcomes. Design and magic are both human centric disciplines that leverage  psychology to influence behaviours and attitudes; and both benefit from "someone spending more time on something than anybody would reasonably expect".  We talk about: Adrian's experience at the burlesque experience, Lost Vagueness; about managing creative partnership with your life-partner and talk trough how to create awe when designing experiences.... Could it be magic?  We certainly think so. About Adrian. Adrian is an award-winning designer and inventor whose unique approach to design draws on his two biggest passions: magic and technology. Fascinated by the similarities between the two disciplines, he joins them together in products and experiences that have the ability to not only surprise and delight but prompt positive change for individuals and communities.As co-founder of Special Projects, the London-based design and innovation studio, Adrian leads a team that crafts strategic design visions and reinvents user interactions for forward-thinking global clients. Special Projects blends magic, humanity and technology to transform ordinary interactions into extraordinary experiences. The studio's work spans sectors including consumer goods, technology, AI, automotive and health and wellbeing for clients such as Google, Samsung, BBC, Lego, Sonos and P&G.A thought leader on design thinking and innovation, Adrian frequently speaks at events for organisations such as Innovate UK, Design Museum and Google Creative Lab and was on the Advisory Panel for the UK Design Innovation Network, helping deliver the UK Government’s innovation strategy.In 2007 Adrian became the first ever James Dyson Fellow, and in 2012 a Fellow of the Royal Commission of 1851. He is also a full member of the Magic Circle.Links from this episode. Hoxton Street Monster Supplies.Its not how good you are, its how good you want to be. By Paul ArdenAnika Yi's great flying sculptures at The Tate Modern The Helen Hamlyn Centre for Design.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

Send us a textOften as not, we get to the end of the year and find that we haven't used up all, (or any) of our training allowance.   We know that this is doubly true for more experienced hires who want to focus on "craft" rather that those exploring the  "leadership" pathway.  Exciting client work keeps getting in the way, but that's no excuse.  In this episode we talk with two accredited Master Service Designers, Katie Murrie and Kim Anderson.   Both work as educators at the Service Design Academy in Dundee, Scotland and share their journeys to mastery.  They also talk about the career benefits of accreditation and provide tips for those considering becoming accredited. Katie and Kim also talk about a spectrum of CPD options for for experienced Service Designers, ranging for Tuscan retreats with the Co-Creation School, through to free and fun design safaris.   Links to content from this episode. Find your SDN Accreditation level here....and find out more about the program. The Co-Creation School The RNIB conference talk about of inclusive design. SDGC TicketsIf you've yet to book your ticket to the conference click here. Virtual tickets are still available. Service Design YAP listeners get a 5% discount code.SDYAPVIRTUAL5This code works for virtual and in-person tickets. Enter the code as you check out.  A box will appear top right!Want to win a virtual ticket?  Go to the SDN UK Instagram site and repost your favourite YAP episode to be entered into a draw to win a €350 ticket.  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

Send us a textThe finalists for the Service Design Global Conference awards have just been announced, so we thought that it would be a good time to catch up with one of last year's award nominees to hear about their project and how they benefited from participating in thew awards. In this episode we talk to Andy Pattichis  and Pinja Piipponen from  Hellon, the design an innovation consultancy. They tell us about their project  helping farmers navigate the  decisions that balance crop yields and carbon footprints to drive better outcomes for a complex partnership ecosystem. Andy and Pinja also talk about how participating in the awards has helped them deepen their relationship with their client, the crop nutrition company Yara, whilst also giving them an fantastic case study that's driving new sales with new clients. The project also won a Fast Company Innovation by Design  Award, giving rise to Hellon being hails as the "surprising middle man" of Innovation. We also spend time discussing which Moomin best represents Service Designers. If you disagree.... and I'm sure that you will, why not try the "Which Moomin Are You" test and post your results to the SDN UK instagram account. To review and vote on this years SDGC Award nominated project click here. There's a simple log it to keep people honest. ___________________________________________________________If you've yet to book your ticket to the conference click here.Service Design YAP listeners get a 5% discount code.SDYAPVIRTUAL5This code works for virtual and in-person tickets. Enter the code as you check out.  A box will appear top right!Want to win a virtual ticket?  Go to the SDN UK Instagram site and repost your favourite YAP episode to be entered into a draw to win a €350 ticket.  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

Send us a textThe Service Design Global Conference (SDGC)  is heading our way at pace and its now only a month until the mass ranks of over 1,000 service designers make their way to Finland for three days talk, studio visits and sauna.In this bonus episode SDN's David Russo  gives us a guided tour of the venue,  keynote speakers and SDN sauna etiquette (towels on vs. towels off*).This year SDGC will focus on Designing for Impact: "Strategic Leadership with Service Design”. Focusing on outcomes over output, we use our tools to move the needle for organisations, leading to real, recognised value.Over the next weeks we'll be launching a series of #SDGC24 bonus episodes to fan the flames of excitement as we ramp up to conference frenzy.  We look forward to seeing you all in Helsinki.___________________________________________________________If you've yet to book your ticket to the conference click here.Service Design YAP listeners get a 5% discount code. SDYAPVIRTUAL5 This code works for virtual and in-person tickets. Enter the code as you check out.  A box will appear top right!Want to win a virtual ticket?  Go to the SDN UK Instagram site and repost your favourite YAP episode to be entered into a draw to win a €350 ticket.  *Please note the XXXL SDYAP Sauna Towels have now all sold out. 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

Send us a textTo kick off Service Design YAP's second series  we knew that we needed to tackle a heavy weight issue. Having collaborated with the UK charity Scope, and Deloitte Digital earlier in the year we knew that Inclusive Design would be a great topic to focus on. In this episode we talk with Deloitte's Elle Beange, who has worked in the area of inclusive  and accessible design for all of her career.  We talk about the difference between universal design and inclusive design and Elle provides some great examples of companies walking the walk when it comes to inclusive design. We also talk about designing a more inclusive hiring approach for designers. How can we assure equity in the interview process and what tactics can employers put into play to assure that everyone gets the opportunity to shine?Further ReadingMicrosoft's Inclusive Design site is a fantastic resource if you're looking to learn more about the subject.The Purple Pound: Scope's article about understanding the value of  customers with disabilities.The Navilens project: Enabling  blind and partially sighted people through tech.Global Disability Innovation Hub: Global Disability Innovation Hub (GDI Hub) is an Academic Research and Practice Centre accelerating disability innovation for a more just world. The Newman Holiday Trust: One of Elle's favourite jobs, the trust provides children with disabilities with unforgettable holidays. Its not that Radical, by Mikaela Loach looking at what real climate activism needs to look like today.99% Invisible podcast episode about curb cuts and disability activism in the US.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

Send us a textEver wondered how society-driven design can spark profound social change? Join us as we sit down with Judah Armani, an inspiring educator who shares his unique journey from studying design at St. Martin's to cleaning industrial bean-pots for Heinz, and how these experiences shaped his passion for creating meaningful dialogues that lead to material change.Judah takes us through the importance of moving beyond quick-fix methods, explaining how a balance between data-driven design and visionary insights can lead to transformative ideas that resonate deeply with communities.Judah's two decades of experience reveal the necessity of being open to personal change before facilitating broader societal transformations. We dive into the nuances of designing conversations that foster genuine collaboration and trust, stressing that these processes can't be rushed. From building trust within historically let-down communities to creating authentic, impactful solutions, Judah's insights illuminate the critical role of empathetic engagement in driving sustained social change.But the conversation doesn't stop there. We also explore In House Records, an innovative approach to prison education, where music becomes a powerful tool for learning and rehabilitation. Judah introduces the concept of a record label as a dynamic learning environment, merging numeracy, literacy, and business skills in captivating ways. This chapter not only showcases the enthusiastic response from inmates but also critically examines the limitations of traditional education models. Through compelling narratives and personal anecdotes, we uncover the transformative potential of aligning educational methods with individual interests, ultimately paving the way for reduced re-offending rates and successful rehabilitation.Judah's book, Society Driven Design  was published in May and is available from small independent bookshops (and the big, corporate ones too).About Judah: Judah Armani is an educator, frequent maker and occasional writer.He is a partner at The Royal College of Art where he heads up the Social Impact Studio within the Service Design M.A. programme. He is an visitong professor of Service Design at the Musashino Art College in Tokyo, Japan, and a visiting fellow at the Rhode Island School of Design’s strategic studio; The Center for Complexity in Providence, USA.Judah is also a visiting lecturer at Elisava school of design in Barcelona, Spain and Köln international school of design in Cologne, Germany.Judah is the founder of Public Service Design Practice, co-creating award winning initiatives that have been providService 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

Send us a textIn this episode we meet designer Emma Parnell and talk about working out when its time to move on.    InMany of our episodes focus on finding your idea job, but knowing when it time to go is equally, if not more important.  Emma talks about the leading indicators that should nudge us to to consider finding our next role, even when we're working in a great role with people we love. We also have a great student question from Carin Effendy,  from the University of Bath, who's asks about evaluating the real values of a new employer. One of Emma's favourite sources is Lou Downe's Good Services. Its a classic.About EmmaEmma Parnell has 15 years experience as a designer. This is split between strategic brand development and user centred design for products and services. Emma has supported a wide range of organisations to design services that work for the people who use and deliver them including Tesco, NHS Digital, Cancer Research UK and many other public and third sector organisations.Building connection is at the heart of Emma’s work. She is passionate about the relational aspect of service design because ultimately services are delivered by people, for people. Emma is a champion for inclusive design and equity of access for all - especially in the gender diversity space.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

Send us a textMany of us started are career as business consultants before finding Service Design, however, few of us can claim that the lure of a free Friday fish and chip lunch started their design career journeys.  Daniel Tuitt's career journey  has given him a great perspective about portfolio careers, where commercial and pro bono projects can be balanced to "pay the bills and feed the  soul".  Portfolio careers are not for everyone, but, for the right designers, they can provide vital autonomy when it comes to taking work that's aligned to your values. Daniel also sets out some ground rules about working with and for under-represented groups.  He talks about how vital it is to avoid positioning designers as saviours and how engaging stakeholders in community co-design projects involved balancing listening, respecting input and paying participants. Thanks to Ruchi Lockande, who recently graduated from Brunel Uni for this episode's student question. About DanielDaniel is an Accredited Service Designer master trainer with Global Service Design Network with over 12 year experience in innovation strategy, business and service design. Through his portfolio career, he has helped large international organisations, startups, and social impact organisations navigate complex challenges while challenging them to think about WHY and HOW they create new value. He works with brands, including Nike, Lloyds Bank, Ministry of Justice, Samsung, BT, Lego, and Vodafone, to identify challenges that stop growth. He helps businesses discover & leverage new technologies, business models, service opportunities, systems thinking & co-innovation as a lead service designer. Daniel is obsessed with the intersection between building communities, unrepresented startups and creating new value worldwide.Links from this episode.The Wheel of Privilege Climate Labs UKOpen IDEOJustice: What's the Right Thing to Do? By Michael Sandel 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

Send us a textIn this episode we talk with Clive Grinyer. He's not only one of the most universally respected members of the UK service design community, but also a fantastic storyteller, as evidence by the podcast which flows between the Aristotelian version of love and Taylor's version (yes, that Taylor).  We talk about  the relationships between love, trust and a healthy bottom line and how more companies need to take the value of  “customer love”, ubiquitous in mission statements, and bake these into customer journeys.Clive's new project , Project Love,   considers how designers can design with love and design to foster the conditions that promote love between human beings.  And this could not have come at a better time.   For a world that's seemingly obsessed with "Love Island", the daily news  indicates that love is definitely not all around at the moment. References in the podcastHow Korean smart crossings are helping mobile fixated citizens to cross roads.   Wired article here.The Speed of Trust  video here ... or book (please consider buying a preloved version).Clive's book Redesigning Thinking  will be published in 2025.  Clive's BioClive Grinyer is an advisor and trainer in service, digital and transformation design. He is a strategic advisor to Bosch and has delivered executive training in design to companies including Honda, Panasonic, the Dorchester Hotel chain, UK Fire and Rescue services and the Bank of England.Clive has led design and innovation teams for Barclays Bank and Cisco, set up design studios for Samsung and telecoms company Orange and was Director of Design and Innovation for the UK Design Council. He started his career with innovation consultancy IDEO in the US and was the founder of the design consultancy Tangerine along with Apple design chief Sir Jony Ive. Clive was Head of Service Design at the Royal College of Art (RCA) from 2019 to 2023.Creative review placed Clive in their Top 50 and described him as “a passionate advocate for the transformational potential of design for some three decades. Today’s focus on the value of digital product design and on design’s value in leading customer experience in the UK is, in large part, due to his work." Clive speaks at international conferences and is the author of the book “Smart Design”, on design and technology, and is writing his next book “Redesigning Thinking” on how to use design methods to make better decisions. He hasbeen a trustee of the Royal Society of Arts and Chair of the Design Business Association Design Effectiveness AwardService 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

Send us a textKris Kelly-Frère is a singular individual.  When we first met at a design event, the room was filled with austere design folk in cookie-cutter black t-shirt and black jeans. Kris was the only person wearing a kimono.   You just knew that he'd have something interesting to say. It turned out that Kris has a lot to say about the concept of Play . Especially how fostering the conditions for play helps groups to collaboratively design better and bolder solutions that are relevant for them and their stakeholders. He's passionate about taking concepts developed for encouraging autonomous and intrinsically  motivated play in kids and applying this to service design engagements.  This very different approach, has yielded very different outcomes with materially better impact.There are two things to note in the podcast.  First, although we started out with the intention of following our  YAP interview framework, Kris' "natural talent for storytelling" meant that we  departed from the framework before we'd really started... and the episode is all the better for it.  At one point a woman dresses as a bee and rides a penny farthing.  Sometimes you have to give in and go with it.  Second, this is the first time that we've used AI to edit the episode. The results were interesting, rather than time saving. I'm sure that things will improve.About KrisAs Creative Practice Lead for J5 Design, Kristofer Kelly-Frere makes magic serious business and wants to help you explore the edges of what seems possible. J5 is a design studio dedicated to creating a kinder, more beautiful future together in Calgary, Alberta, Canada.With more than 15 years of experience in senior design roles, Kristofer has worked across a range of public, private, and government institutions to craft experiences, lead deep engagement, found design labs, and deliver ground-breaking social impact projects. Kristofer led the team responsible for “Braver Training Grounds” - a project with Red Deer Housing Authority that won the 2022 Global Service Design Award. Success like this is the result of his love for playing in the mud of ambiguity in order to move innovative dreams across the threshold into reality.Links & Peeps  that Kris mentioned in our podcast: The Land.  A short film about adventure play in England/North America.  Kris said that he's  intrigued by the kinds of questions it asks if you start thinking about comparing the dynamics between the play workers and kids vs. designers and clients. And for me lets us think about the magic and messy space between design (solutions) and art (questions) that we might call play.In the episode Kris mention some incredible folks who have influenced his  practice. Erin Dumenko, Lisa Latouche (https://lnkd.in/gKqsjrfB), Meghan Durieux, 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