In episode 9 we talk about chapter 2 of the new book Bad Services, Users. 

We explore one of the most common barriers to delivering better services, the ever present issue or not knowing who our users are or what they need

We talk Exeter Cathedral, the obsession with user needs as both a useful and potentially damaging doctrine and look at how we consider really designing solutions and services that help people with what they need to do, that aligns with our purpose.