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In this episode we talk with Clive Grinyer. He's not only one of the most universally respected members of the UK service design community, but also a fantastic storyteller, as evidence by the podcast which flows between the Aristotelian version of love and Taylor's version (yes, that Taylor).
We talk about the relationships between love, trust and a healthy bottom line and how more companies need to take the value of “customer love”, ubiquitous in mission statements, and bake these into customer journeys.
Clive's new project , Project Love, considers how designers can design with love and design to foster the conditions that promote love between human beings. And this could not have come at a better time. For a world that's seemingly obsessed with "Love Island", the daily news indicates that love is definitely not all around at the moment.
References in the podcast
How Korean smart crossings are helping mobile fixated citizens to cross roads. Wired article here.
The Speed of Trust video here ... or book (please consider buying a preloved version).
Clive's book Redesigning Thinking will be published in 2025.
Clive's Bio
Clive Grinyer is an advisor and trainer in service, digital and transformation
design. He is a strategic advisor to Bosch and has delivered executive training
in design to companies including Honda, Panasonic, the Dorchester Hotel
chain, UK Fire and Rescue services and the Bank of England.
Clive has led design and innovation teams for Barclays Bank and Cisco, set up design studios for Samsung and telecoms company Orange and was Director of Design and Innovation for the UK Design Council. He started his career with
innovation consultancy IDEO in the US and was the founder of the design consultancy Tangerine along with Apple design chief Sir Jony Ive. Clive was Head of Service Design at the Royal College of Art (RCA) from 2019 to 2023.
Creative review placed Clive in their Top 50 and described him as “a passionate advocate for the transformational potential of design for some three decades. Today’s focus on the value of digital product design and on design’s value in leading customer experience in the UK is, in large part, due to his work."
Clive speaks at international conferences and is the author of the book “Smart Design”, on design and technology, and is writing his next book “Redesigning Thinking” on how to use design methods to make better decisions. He hasbeen a trustee of the Royal Society of Arts and Chair of the Design Business Association Design Effectiveness Award
Service Design YAP is developed and produced by the Service Design Network UK Chapter.
Its aim is to engage and connect the wider Service Design community.
Service Design YAP