Journey Mapping

Podcast: applying service design to the homelessness issue

26. July 2017


Podcast: applying service design to the homelessness issue

Empathy. It’s an unavoidable word in the world of user experience design. Too often it is applied to designs in too narrow a fashion. Your empathy should come from the problem your design is solving, not measured in the level of frustration or delight experienced with your design.

Ariel Kennan is the Director of Design and Product at the New York City Mayor’s Office for Economic Opportunity. She has been working on the HOME-STAT initiative which is an effort of the City of New York to properly provide services to the city’s homeless population.

Let’s take a very simple example like at Telco. Somebody’s going to a shop buying a new phone, and you do a focus group about that and people talk about experiences. They talk about their last experience and they have discussions about that. I would bet on that that if you have 10 people in the room, 10 people think about something completely different, because they don’t really understand each other.

Marc Stickdorn
CEO and co-founder of More than Metrics

In this episode of the UIE podcast, Ariel shares her story and is joined by our co-founder and CEO Marc Stickdorn who offers his insights on how service design can be done on such a massive scale.

Marc is co-founder of More than Metrics, and editor and co-author of the award-winning books This is Service Design Thinking and This is Service Design Doing. He regularly gives talks and workshops on service design and innovation, and teaches at various business and design schools.
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