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Service Design Podcast

Driven by curiosity, we engage in conversation with everyone involved in service design. We bring positive stories about big or small topics, from innovation to UX, design thinking and system design,…
We aim to ignite and inspire listeners in their own path of creating human-centred services around the world.

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21 episodes
Avg 50 min
English

Episodes 21

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#70
October 23 · 43 min
Never climb the tower twice with Alissa Millenson
In this episode, we talk to Alissa, now Director of Experience Strategy and Design at T1 Energy, about the SDN award winning project in 2025 on spare parts management in wind energy.
#69
September 23 · 52 min
#69 - Less paperwork, more family with Katrina Lanahan and Sonya Silva
What happens when a system designed for external foster-family’s is applied to kin-specific family’s? We talk with Katrina Lanahan and Sonya Silva about the fostercare system in the USA and learned a lot about the essence of timing, the power of simplicity, how financial incentives move systems, and the most important thing find the allies who have been waiting for exactly this moment!
#68
July 14 · 54 min
#68 - Service design ninja in gov: Clementina Gentile
We talk with service design ninja Clementina Gentile about proactive public services and building a community of practice across government agencies. How do you design for 100% of citizens, build an architecture of trust, and break down bureaucratic silos?
#67
June 22 · 47 min
#67 - Going punk on human-centred design with Gerry Scullion
What if going punk is the most human-centered thing you can do right now? 🤘 We sat down with Gerry Scullion to talk HCD, AI, and why discomfort might actually mean you're on the right track. Did we make you curious?
#66
June 8 · 5 min
#66 - Meet our new host: Eva Faes
A new voice, same Service Design Podcast! Laurens Somers is passing the mic to Eva Faes, service and social designer at Knight Moves.
#65
April 14 · 55 min
#65 - Modernising digital services at scale with Hefen Wong
What does it take to modernise a live government system? Hefen Wong from Singapore’s Ministry of Manpower shares how an 18-year-old Employment Pass platform was transformed into a user-centred digital service: through prioritising user value, smart use of research, and agile ways of working.
#64
March 9 · 47 min
#64 - Building customer experience with Sheila Kesselaers and Tomas De Preter
We visit Sheila Kesselaers and Tomas De Preter at Reynaers Group HQ: how do they grow the shift to a Customer Experience mindset at a systems company in the world of building elements?
#63
February 2 · 49 min
#63 - Service Design for NORCS with Mia Mo, Robyn Carino, and Samiha Essakhi
We talk with Mia Mo, Robyn Carino, and Samiha Essakhi as they take us through the innovative model they co-created to integrate health, social, and physical supports directly within Naturally Occurring Retirement Communities (NORCS).
#62
Nov 17, 2025 · 1 hr
#62 - Making waves with Maarten Raemdonck and Lien Dewitte
We talk with Maarten Raemdonck, Head of Innovation at Aquafin, and Lien Dewitte from Leap Forward, about how innovation takes root in a large, technical organisation. From bold early experiments to building lasting change, they share honest lessons from Aquafin’s journey to make innovation part of everyday work in a company that treats the waste water of 5 million people daily.
#61
Sep 17, 2025 · 54 min
#61 - Innovating healthcare with Brian Desplinter and Jurgen De Klerck
In this episode, we visit AZ Groeninge in Kortrijk to meet Brian Desplinter and Jurgen De Klerck, the duo behind a unique collaboration between healthcare and telecom. From private 5G networks to co-designed care services, we explore how design thinking is driving real change in a clinical setting.
#60
Jun 3, 2025 · 1 hr 11 min
#60 - Digitizing Buildings with Sun Ah Hwang
What if your home had a memory? In this episode, PhD researcher Sun Ah Hwang joins us to explore Digital Building Logbooks — the “health cards” of buildings. From DIY dreams to data-driven renovation advice, we discuss how DBLs are reshaping our approach to sustainability, ownership, and building design across Europe.
#59
Jan 15, 2025 · 59 min
#59 - Prototyping for the planet with Dr. Samuel Huber
Dr. Samuel Huber shares his takes on how to design better futures from a planetary perspective. Being both a design entrepreneur and researcher, he utilises his academic side for real-life prototyping of strategies.
#58
Dec 23, 2024 · 1 hr 8 min
#58 - Building strong local communities with Djoera Eerland
How do you engage active neighbours in saving energy together with the rest of their neighbourhood? How can you improve social cohesion in local communities? Djoera Eerland shares the challenges and learnings of kickstarting neighbourhood collectives at scale, with Buurkracht.
#57
Nov 12, 2024 · 46 min
#57 - Regenerating the future with Coral Michelin
“All of Latin America is on fire at the moment. We’re losing thousands of hectares of ecosystems…” This is how Coral brings us to Brazil at the start of our conversation. She is currently working for re.green, an organisation that restores tropical forests at scale, and she recently published her book on Ecosystemic Design.
#56
Aug 9, 2024 · 55 min
#56 - Experiments for inclusion with Tom Van Hoey and Yalenka Mariën
How to make your services more inclusive and accessible? Tom Van Hoey from District09 and Yalenka Mariën from Knight Moves share insights from Flanders' City Deal 'E-inclusion by Design,' where they focus on crafting accessible digital tools for 13 Flemish cities. Together, we discuss the importance of small-scale experimentation, encouraging city officials to adopt user-centred approaches, and using storytelling for sustainable collaboration.
#55
Jun 24, 2024 · 49 min
#55 - Finding Nemo: transforming Finland’s maritime logistics with Sanna Vainionpää
How can service design revolutionise maritime logistics? Sanna Vainionpää gladly answers that question as she shares how their 10 years vision concept for Finnish Maritime “Single Window” - named NEMO - enhances efficiency, reduces environmental impact, and optimises port operations. Don’t hesitate to dive into this engaging discussion on the power of service design in the maritime industry. A lot of opportunities lie ahead!
#54
Mar 21, 2024 · 51 min
#54 - Save Time, Save Lives with Ashleen Nee And Linda Klotzbach
In this episode, we have a thoughtful conversation with Ashleen Nee and Linda Klotzbach going int-depth into their project “Save Time, Save Lives”, winner the 2023 Service Design Awards for Best Student Project executed together with YuYu Sun.
#53
Dec 26, 2023 · 51 min
#53 - Designing rituals with Adam B Cochrane
Adam B Cochrane is a Senior strategic designer at Lufthansa Innovation hub where he facilitates meaning, purpose and future visions through service design. Throughout his career - with previous employers such as Zalando, Taxfix, IXDS and Telekom - he developed a keen interested in ritual design and guiding new business ventures. Now, he ‘s also the co-director for the 2024 Service Design Global Conference in Helsinki - having been already a driving force for the 2023 conference in Berlin.
#52
Nov 23, 2023 · 46 min
#52 - Imagining collective futures with Khushboo Balwani
Khushboo Balwani is a designer, creative researcher, and futurist active in Brussels through her socio-artistic citizen lab BrusselAVenir. Enjoy this hopeful and inspiring conversation about Khushboo’s work, her approach for understanding and visualising future needs and the power of collective future building.
#51
Oct 24, 2023 · 36 min
#51 - Do No Harm with Giulia Bazoli and Pardis Shafafi
As designers, we assume a lot of responsibility when it comes to involving users. How can we do better, and how can we stay kind to ourselves? Giulia and Pardis share good laughs and serious answers on using the Do No Harm Framework in their daily practice at Designit.

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