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Content provided by Gerry Scullion and The Human Centered Design Network. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gerry Scullion and The Human Centered Design Network or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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"Redefining Promises: Shaping the Future of Customer Experience with Damian Kernahan"
Manage episode 463695681 series 3620165
Content provided by Gerry Scullion and The Human Centered Design Network. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gerry Scullion and The Human Centered Design Network or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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.
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345 episodes
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Manage episode 463695681 series 3620165
Content provided by Gerry Scullion and The Human Centered Design Network. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gerry Scullion and The Human Centered Design Network or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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.
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345 episodes
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Similar to The Human Centered Design Podcast | Service Design & UX
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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