Bad Services Podcast
The Bad Services Podcast explores why everyday tasks like paying bills, requesting refunds, and resetting passwords consume so much of our time. It examines the systemic issues that cause organizations to deliver frustrating, inefficient services despite technological advances. Based on the book 'Good Services', the podcast discusses how services can be improved to better meet people's needs.
Episodes
11. Chapter 4, Risk
In episode 11, we talk about chapter 4 of the new book Bad Services, Risk.The decisions we make in services, and how we design them are influenced by how an organisation treats and responds to risk. Join us as we weave analogies about sailing to the horizon, developing monocultures of bananas and juggernaut cars to explore why it’s risky for organizations to continually invest in the short te
10. Chapter 3, Materials
In episode 10 we talk about chapter 3 of the new book Bad Services, Materials.Services are made up of materials, and these define how we deliver our services.We delve into what the materials of services are, and how difficult organisations find it to keep up with technology advances and delivering services in new and different ways.Join us as we weave from ‘knocker uppers’ to Giambattista Vico’s ‘
09. Chapter 2, Users
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 needWe 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
08. Chapter 1, Purpose
With Bad Services, the new book from Lou Downe out now, we’re delving into each chapter, focusing on the causes of Bad Services. In episode 8, we’re talking about PurposeWhy does a lack of purpose lead to Bad Services? How do you get together to think about what your service is supposed to do, and how this aligns to the wider purpose of your organization?
07. Types of Service Design
Is there a right way to do Service Design? Or one process you should follow? We’re often asked, what’s the right process for Service Design. The truth is, none of them and all of them at the same time. In episode 7, we talk about the ‘Types of Service Design’. We de-bunk the idea that there is a ‘right’ way to do service design and share different forms the approach might take from worki
06. Starting points
Now you’ve spotted a bad service, and you’ve thought about who your users are, how about what they need in relation to where they’re at when they are using it?In this episode we talk about ‘context of use’ and how it changes how people interact with your service
05. Context of Use
Now you’ve spotted a bad service, and you’ve thought about who your users are, how about what they need in relation to where they’re at when they are using it?In this episode we talk about ‘context of use’ and how it changes how people interact with your service
04. How to spot a Bad Service
We’ve talked what makes a bad service, but how do you spot a bad one? In this episode we cover some of our go to data points of where to find indications your service might not be delivering what you want it to
03. What makes a Bad Service?
What makes a Bad Service is the third episode from the Bad Services podcast delving into our takes on what makes a service bad.
02. Good vs. Bad
Good versus bad is the second episode from the Bad Services podcast delving into why Lou Downe wrote a follow up book.
01. Introducing Bad Services
15 billion hours are wasted on ‘life admin’ every year That’s roughly an hour per day, or just over a month per year spent paying bills, requesting refunds, making complaints, resetting lost passwords and a plethora of activities involved in ‘life admin’. Why, despite advances in technology, does fulfilling our basic needs still dominate so much of our time? The answer is simple, but the solution
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