“What does it really mean to design with empathy — and how do we stay human in a system that often forgets it?”

Summary
Caro shares her journey from scientific research in New Zealand to becoming a Senior Service Designer in London. She reflects on navigating ambiguity, embracing imposter syndrome, and finding confidence in her own voice. We talk about authenticity in the tech industry, the realities of consultancy, teaching systems thinking, and her passion for empowering young women in tech.

Guest
Caro McElroy

Host
Danny Hearn
Website – www.dannyhearn.me
Podcast – www.deeplyhumandesign.com

Chapters
00:00 From genetics to discovering service design
01:54 Early career: labs, Toastmasters, facilitation & Westpac
04:52 Service design as a generalist’s dream & loving ambiguity
10:06 Why divergence feels “unproductive” (and why it matters)
12:42 Good vs hard clients, trust, and being treated as part of the team
15:50 Imposter syndrome and learning to say “I don’t know”
21:32 Teaching systems thinking & why consultancy accelerates growth
24:14 Tech for good and empowering young women in tech
31:50 Finding your voice, language, and not shrinking at work
40:36 Bias, ownership, and learning to claim credit for your impact