In this episode of Unsolicited UX, I sit down with Ricardo Martins, Professor of Service Design. Ricardo defines service design and explains the need for ethics in service design, sharing examples of businesses that prioritize employee well-being and ethical practices. He also highlights the cultural differences between Brazil and the United States in terms of problem-solving and resourcefulness. Additional topics include, the gap between theory and practical application, a critique of Design thinking, and dealing with a narcissistic boss.
You can find Ricardo Martins on LinkedIn
Reach me on LinkedIn, ADPList.org, or email me at unsolicitedux@gmail.com
KEYWORDS
Service design, business strategy, ethics, customer experience, Brazil, United States, problem-solving, resourcefulness, pushback, theory, practical application, design thinking
CHAPTERS:
00:00 Ricardo’s Journey
08:17 The Role of Ethics in Service Design
11:47 Cultural Differences Between Brazil and the United States
29:53 Service Design: Beyond Customer Experience
32:45 Navigating Pushback
38:35 The Gap Between Theory and Practice in Service Design
44:06 Critiquing Design Thinking: Oversimplification and Over-Promising
54:45 Corporate Theater
56:50 Challenges of Dealing with a Narcissistic Boss
REFERENCED:
Six Sigma, asq.org
Service Design 101, NNGroup
Reducing harm through service design - how we can positively shape our future, smaply
History of Lean - It has far deeper roots than you think, Dominic Bescky
Systems Thinking: What, Why, When, Where, and How?, Michael Goodman
How to detect a management fad - And distinguish it from a classic, Miller et al
8 tips on how to prevent Design Thinking from becoming just another fad, Ricardo Martins
The Deep Dive, ABC News
SPECIAL THANKS TO:
Capelle Gabriel, graphic design support
Kelley Van Pelt, sound mixing support
Seb Taylor, vocal training support
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