NEWS: We have just launched our new community ‘CIRCLE’ - A Private Community for Ethically Conscious Designers and Changemakers / https://www.thisishcd.com/landing/circle-a-community-for-ethically-conscious-designers-changemakers
Fast-track your career with our 12-week training programme: Coaching & Mentoring for Innovators & Change-Makers with Gerry Scullion
On this episode, we catch up with Damian Kernahan in Sydney, Australia for an insight into his professional journey, spanning from the advertising industry to co-founding a service design firm. We discuss the challenges of navigating complexity and silos in large organisations and reflect on the limitations of personas in designing effective customer experiences. Damian emphasizes the importance of understanding customer needs and emotions, proposing a shift from brand promises to actionable service promises. The conversation also touches on the evolving baseline of customer expectations, the significance of consistent experiences across channels, and the role of service design in shaping the future Western Sydney International Airport. Ultimately, the episode advocates for a focus on keeping promises and delivering value to customers in a metronomic fashion.
linkedin.com/in/customer-experience-innovation

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"Redefining Promises: Shaping the Future of Customer Experience with Damian Kernahan"

The Human Centered Design is the premier podcast for human-centered design enthusiasts on the internet with over 1 million downloads and is led by Gerry Scullion.
As the leading destination for insights, skills, and expertise, our mission is to empower individuals keen on designing a more inclusive and positive future for everyone. Join us as we convene thought leaders from diverse fields—service design, user experience, interaction design, and product management—to delve into the nuances of the craft. Our engaging discussions aim to illuminate what it truly means to adopt and excel in a human-centric design approach. Whether you're a seasoned professional or new to the field, "This is HCD" offers valuable perspectives to enhance your understanding and application of human-centered design principles. Tune in to explore how we can collectively make a meaningful impact on the world around us through intentional and thoughtful design.
Join. Connect. Learn. Get involved and join the #1 Design Community for ethically conscious Designers. 
Our goal is to create a private LinkedIn for Human Centered Designers.

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Welcome to another episode of the Human Centred Design Podcast, this time with someone I hold in the highest regards for their contribution to the world of design. It's Dave Gray, co-author of Gamestorming, and author of The Connected Company, and one of my favourite all-time books, not just design books, Liminal Thinking.
Now this episode was really open and free-flowing, mainly because I think it was recorded quite late in the night for me, so we discussed lots of topics. Different topics, but mainly going to cover off some of the main points here. We talk about the power of drawing and visualisation, the influence of belief systems on reality, and the importance of finding common ground with those that we're working with.
Dave shares his insights on facilitating workshops and encouraging active participation, something many of us are really struggling with. As well as nurturing creativity and challenging beliefs. This conversation really highlights the need for trust and open-mindedness. How do we get that in order to drive meaningful change?
Dave also discusses his experience and how he got his first break, really creating infographics for newspapers, and then teaching others to draw to create that alignment. Now he shares the story of starting his company, XPLANE, and the power of information visualisation.
We really stress the importance of creativity and design, and the challenges of that the notion that only some people are creative, something that I face many times when I'm training. Now he introduces the concept of being a possibilitarian and encourages testing assumptions and pushing boundaries.
Dave also discusses his new endeavour, School of the Possible, a community that you might be interested in as it explores creative projects and cultivates positive possibilities. It's an incredible episode, Dave's incredible. Go grab a coffee, a slice of your favourite cake, or maybe a few biscuits. Sit back and enjoy.

linkedin.com/in/davegray

Campfire call – SCHOOL OF THE POSSIBLE

Visual Thinking – Hi there! (xplaner.com)


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Visualising Complexity: with Possibilitarian Dave Gray

Welcome to The Human Centered Design Network Podcast. In today's episode, I'm diving into conversation with Graham Nolan, the Head of Design for Accenture Song in Ireland. We're going to be discussing an Accenture Trends Report, which as many of you know, is an annual report that's been created for the last 16 or 17 years, I believe. And we're particularly going to be focusing on the role of generative AI. And we're exploring both the benefits and the challenges. From responsible data usage to governance. So we'll discuss how organisations and individuals can benefit from having their own localised AI.
Now, we highlight the critical importance of understanding AI's impact on trust, ethics, and brand creation. It's fascinating to see how AI is transforming tasks like search, turning traditional search bars into something that's a little bit more efficient, and also that gives us the power of having some conversational tools.
We're going to try to understand revolutionising customer service and the interactions that surround both customer service and interaction touch points. Now, despite the fears of AI replacing jobs, we discuss what it's more likely to do in terms of automating tasks, freeing the employees for better use of their time and more strategic and creative efforts, which most businesses out there are really interested in doing.
Another interesting point in this conversation, is the apparent lack of customer obsession in many organisations. That was identified in the trends report. And this is reflected in practices like shrink inflation, reduced staffing and surge pricing, pushing the boundaries of customer forgiveness.
Now, Accenture Ireland is always on the lookout for talented designers and hosts. It's a vibrant design chapter connecting designers across the company. The trends report is now available to download digitally and encourage you to connect with Graham on LinkedIn for more insights.
Stay tuned to The Human Centered Design Network Podcast as we unpack the evolving trends and discuss what organisations like yourselves need to design and create a better future for all.

linkedin.com/in/grahamnolan

https://www.accenture.com/content/dam/accenture/final/accenture-com/document-2/Accenture-Life-Trends-2024-Full-Report.pdf


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”AI Insights: Ethics, Trust, and Branding with Graham Nolan”

NEWS: We have just launched our new community ‘CIRCLE’ - A Private Community for Ethically Conscious Designers and Changemakers / https://www.thisishcd.com/landing/circle-a-community-for-ethically-conscious-designers-changemakers
Fast-track your career with our 12-week training programme: https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers
Today on the show, we're joined by Jenni Parker, a passionate designer from Humaly in the UK, specialising in social impact. Jenni comes highly recommended by my very good friend Rachel Dekas.
In this episode, we delve into the realm of impactful work, exploring Jenni's perspective on what it entails and what it doesn't. We discuss the criteria Jenni uses to select projects, offering valuable insights for anyone eager to make a difference.
Jenni's insights are truly inspiring, and I'm incredibly grateful for her time and wisdom. I'm certain you'll find our conversation enlightening, so let's jump straight in!

linkedin.com/in/jenniparker

designhumanly.com


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"Designing for Social Impact: A Conversation with Jenni Parker"

NEWS: We have just launched our new community ‘CIRCLE’ - A Private Community for Ethically Conscious Designers and Changemakers / https://www.thisishcd.com/landing/circle-a-community-for-ethically-conscious-designers-changemakers
Fast-track your career with our 12-week training programme: https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers
Today on the show we have Michael Rios from the UN and more specifically the UNDP. Now Mike is Head of DigitalX and based in Cambodia and in this episode we explore Mike's own journey that has led him from all over the world pretty much but we drill down into the projects that he's most proud of, which includes projects within the social impact space.
From working in creative advertising for companies like Nike and Coca-Cola to ultimately finding fulfilment in social entrepreneurship in Cambodia. Mike shares pivotal moments, including a radical intervention from a mentor that led him to Thailand, teaching at a rural school, and experiencing the stark realities of poverty and the power of social enterprises. His journey prompts reflection on the true meaning of success and fulfillment beyond consumerism and materialism.
I know you're going to love this episode so let's jump straight in.
linkedin.com/in/mikerios

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"From Advertisements to Empowerment: Michael Rios's Journey Towards Social Entrepreneurship"

NEWS: We have just launched our new community ‘CIRCLE’ - A Private Community for Ethically Conscious Designers and Changemakers / https://www.thisishcd.com/landing/circle-a-community-for-ethically-conscious-designers-changemakers
Fast-track your career with our 12-week training programme: https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers
Hey Everyone and welcome to another episode of This is HCD. Today in the show, we have two of the board members from the Next Gen SDN Conference, Lea Sevšek and Jihee Hwang.
We discuss the Young Talent Board’s role in bridging education and professional practice in service design, promoting diversity, and organising inclusive conferences. We speak about the upcoming event in April 2024.
We explore why this event coming up in April is so powerful for supporting the next wave of emerging service design talent globally. We highlight volunteer opportunities, global reach and efforts to engage young talent. It’s a great one. Let’s jump straight in.

https://sdn-youngtalentboard.org/conference

https://www.linkedin.com/in/jiheehwang/

https://www.linkedin.com/in/lea-s-b3157011a/


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"Redefining Promises: Shaping the Future of Customer Experience with Damian Kernahan"

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