This is HCD – Human-Centered Design, UX & Service Design Thinking Podcast

Marc Stickdorn, a service design pioneer and CEO of Smaply, discusses the evolving landscape of service design and journey management. He highlights how organizations can scale service design across teams for systemic change. Stickdorn shares insights on integrating measurable ROI and effective communication with leadership. He emphasizes the importance of using AI thoughtfully, while advocating for real human research over algorithmic shortcuts. Additionally, he reveals tactics for fostering credibility through stealth projects that tie directly to organizational outcomes.

If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Interested in training for your organisation with This is HCD? Let's speak by booking a 15-minute call.[00:00] How AI is changing search behaviours - users still defaulting to Google[02:15] The return of the UX generalist - broad skills becoming more valuable[03:45] New tools spotlight: Affinity Suite now free, Ordinary site builder[05:30] Designer exposure and effectiveness connection[06:45] Systems thinking and leadership responsibilities[07:30] Interface patterns: Hamburger menu recognition study[08:15] Disability tech innovations driving broader design solutionsKey Resources:• AI Search Behaviour Research - Nielsen Norman Group study on changing user patterns• Return of the Generalist - NNGroup video on AI's impact on UX careers  • Affinity Suite - Free creative tools via Canva acquisition (from Dense Discovery)• Ordinary - One-page site builder for quick concepts• Hamburger Menu Study - Updated NNGroup research on icon recognition• Disability Tech Innovations - Mashable roundup of breakthrough startupsSources:• Nielsen Norman Group Newsletter• Dense Discovery #365• Sidebar.io Daily Links• MashableLinks:• How AI Is Changing Search Behaviors: https://link.nngroup.com/ai-changing-search-behaviors• Return of the Generalist: https://link.nngroup.com/return-of-the-generalist  • Hamburger Menu Recognition: https://link.nngroup.com/hamburger-menu-icon-recognizability• Ordinary Site Builder: https://ordinary.website• Affinity Suite: Referenced in Dense Discovery• Exposure as a Designer: hvpandya.com• Systems Leadership: hazelweakly.me• Disability Tech Startups: mashable.comLike what we do? Make a Tip. Or Leave a review: https://ratethispodcast.com/hcdSponsor links10x your service design offering with Smaply. Take 20% off your order with ''ThisisHCD20off'Sign up https://auth.smaply.app/sign-upCheck out 'This is HCD x Sutsu' range. Gerry wears and endorses Sutsu ethical clothing. Use HCD10 to get 10% off this range.Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10

Lucy Kimbell, an engineer-turned-artist-turned-academic, dives deep into the world of public design and policy. She discusses the true essence of public design, emphasizing its necessity for legitimacy and accountability to citizens. Lucy sheds light on the challenges of service design in tough political climates and warns against the pitfalls of tech solutionism, particularly with AI. She also shares insights on fostering impactful careers amidst uncertainty and teases her upcoming book 'Futures for Design', which promises to explore new pathways for the design profession.

Chelsea Mauldin, Executive Director of the Public Policy Lab, shares her journey from urban planning to civic design leadership. She discusses how design thinking gained traction in the U.S. government during the Obama era and the initial skepticism she faced. Chelsea emphasizes that real progress happens post-design through collaboration and implementation. She also introduces the People Say project, a public repository for civic research, and reflects on the role of AI in enhancing, not replacing, human interaction in public services.

If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Interested in training for your organisation with This is HCD? Let's speak by booking a 15-minute call.Design isn’t just creativity — it’s care. In this episode, Gerry sits down with Ali Fawkes, Head of Social Innovation at Humanly (founded by Jenni Parker) to unpack practical safeguarding and trauma-informed practice in design research. We trace Ali’s unconventional route from fine art and special education into service design, talk honestly about imposter feelings and labels, and get concrete about how to design safely — for participants and practitioners — especially on sensitive, high-stakes work.You’ll learnHow non-traditional backgrounds become real superpowers in designWhat “designing safely” actually looks like (policies, consent, escalation paths)How to prepare teams for disclosures (e.g., hopelessness/suicidality) without freezing the workWhy safer practice reassures clients and improves outcomesGuest: Ali Fawkes, Head of Social Innovation, Humanly (London)Connect with Ali on LinkedIn: https://www.linkedin.com/in/alifawkesShout-out to SDinGov for the spark.Like what we do? Make a Tip. Or Leave a review: https://ratethispodcast.com/hcdSponsor links10x your service design offering with Smaply. Take 20% off your order with ''ThisisHCD20off'Sign up https://auth.smaply.app/sign-upCheck out 'This is HCD x Sutsu' range. Gerry wears and endorses Sutsu ethical clothing. Use HCD10 to get 10% off this range.Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10Click here to watch a video of this episode. Click here to view the episode transcript. Creators & Guests Gerry Scullion - Host Ali Fawkes - Guest

If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Interested in training for your organisation with This is HCD? Let's speak by booking a 15-minute call.Gerry Scullion talks with Johanna Lundqvist, a former hospice nurse turned designer, about the wisdom gathered from years of palliative care. They discuss the Swedish memento mori mindset, why Western culture hides death, and how acknowledging mortality helps us live more intentionally. Johanna shares bedside insights on non-verbal care, the power of simple touch, and the consistent themes in people’s final reflections. It’s a compassionate exploration of designing for endings—so we can live better now.Learn more: https://sites.google.com/workplayexperience.com/johanna-lundqvist/home🔑 3 Key TakeawaysDeath teaches us how to live. End-of-life regrets center on time with loved ones—not titles or money.Compassion is practical. Presence, touch, and careful listening often matter more than complex interventions.Design the ending. Embracing endings—of services and of life—creates dignity, choice, and meaning.Like what we do? Make a Tip. Or Leave a review: https://ratethispodcast.com/hcdSponsor links10x your service design offering with Smaply. Take 20% off your order with ''ThisisHCD20off'Sign up https://auth.smaply.app/sign-upCheck out 'This is HCD x Sutsu' range. Gerry wears and endorses Sutsu ethical clothing. Use HCD10 to get 10% off this range.Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10Creators & Guests Gerry Scullion - Host Johanna Lundqvist, - Guest Serdar Mele - Editor Click here to view the episode transcript.

If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Interested in training for your organisation with This is HCD? Let's speak by booking a 15-minute call.In this episode of This is HCD, Gerry Scullion sits down with Thea Snow, Director at the Center for Public Impact, to explore the powerful intersection of systems, imagination, and justice in reimagining government.We dive into why imagination matters in government, how systems shape agency, and the role of design in justice and social cohesion. Thea shares practical stories from Australia, New Zealand, and beyond—covering topics like:The hidden connections that make systems workWhy government is not just about doing but also about beingHow physical spaces and design decisions influence justice and community wellbeingLinkslinkedin.com/in/thea-snow?originalSubdomain=auIf you care about systems change, design, and creating governments that truly serve people—this conversation is for you.Like what we do? Make a Tip. Or Leave a review: https://ratethispodcast.com/hcdSponsor links10x your service design offering with Smaply. Take 20% off your order with ''ThisisHCD20off'Sign up https://auth.smaply.app/sign-upCheck out 'This is HCD x Sutsu' range. Gerry wears and endorses Sutsu ethical clothing. Use HCD10 to get 10% off this range.Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10Click here to watch a video of this episode. Creators & Guests Gerry Scullion - Host Thea Snow - Guest Serdar Mele - Editor

If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Interested in training for your organisation with This is HCD? Let's speak by booking a 15-minute call.What do you do when the external noise is too loud, and your system wants to shut down? This episode helps you stay open without getting overwhelmed.This series is a starting point. Liminal Coaching works with individuals and organizations using guided relaxations, short-format coaching, and high-impact interventions to help people return to clarity and direction fast.Explore more at: https://liminalcoaching.comTry the free reset moment: https://bit.ly/limhawkGet in touch: info@liminalcoaching.comLike what we do? Make a Tip. Or Leave a review: https://ratethispodcast.com/hcdSponsor links10x your service design offering with Smaply. Take 20% off your order with ''ThisisHCD20off'Sign up https://auth.smaply.app/sign-upCheck out 'This is HCD x Sutsu' range. Gerry wears and endorses Sutsu ethical clothing. Use HCD10 to get 10% off this range.Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10Creators & Guests Mike Parker - Host

If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Interested in training for your organisation with This is HCD? Let's speak by booking a 15-minute call.In this episode of This is HCD, Gerry Scullion talks with Steven Puri, who has lived in two extreme worlds: producing Oscar-winning visual effects for Hollywood blockbusters and raising $20 million in venture capital to run multiple startups. Steven opens up about the unsustainable grind of film culture, the pain of startup failures, and the practices that helped him rebuild with intention. From redefining productivity to finding clarity in yoga and flow states, this is a powerful conversation about designing a sustainable life.Key takeaways:✅ Hustle culture without intention leads to burnout and emptiness✅ Productivity is about outcomes, not hours under fluorescent lights✅ Well-being practices like yoga and flow states are survival tools, not luxuriesLinkshttps://www.thesukha.co/Get 20% off with the code 'GETFOCUSED'Note: I use The Sukha daily, so if you DO join, come and look for me inside :-)Like what we do? Make a Tip. Or Leave a review: https://ratethispodcast.com/hcdSponsor links10x your service design offering with Smaply. Take 20% off your order with ''ThisisHCD20off'Sign up https://auth.smaply.app/sign-upCheck out 'This is HCD x Sutsu' range. Gerry wears and endorses Sutsu ethical clothing. Use HCD10 to get 10% off this range.Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10Creators & Guests Gerry Scullion - Host Steven Puri - Guest Serdar Mele - Editor Click here to watch a video of this episode.

If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Interested in training for your organisation with This is HCD? Let's speak by booking a 15-minute call.From solo consultant to scaling a design talent powerhouse—Sara Fortier (CEO of Outwitly) reveals what it really takes to grow, hire, and thrive in today’s design economy. Whether you’re a designer eyeing contracting or a leader scaling teams, this conversation is packed with insights you won’t want to miss.In this episode, Gerry Scullion speaks with Sara Fortier, CEO and founder of Outwitly, about her journey from being a hands-on designer to leading a 20+ person team and connecting contractors with organisations across North America.Sara shares lessons on contracting, client relationships, hiring, leadership growth, and how AI is reshaping the design industry. If you’re a designer considering contracting, or a leader thinking about scaling your practice, this conversation is full of insights.Preorder Design Research Mastery: https://www.amazon.co.uk/Design-Research-Mastery-Buy-Products/dp/9063699549Learn more about Outwitly - Your Trusted UX Partners ™ for building high-impact teams.http://outwitly.com/Connect with Sara Fortier on LinkedInhttps://www.linkedin.com/in/sarafortier/Like what we do? Make a Tip. Or Leave a review: https://ratethispodcast.com/hcdSponsor links10x your service design offering with Smaply. Take 20% off your order with ''ThisisHCD20off'Sign up https://auth.smaply.app/sign-upCheck out 'This is HCD x Sutsu' range. Gerry wears and endorses Sutsu ethical clothing. Use HCD10 to get 10% off this range.Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10Click here to watch a video of this episode. Click here to view the episode transcript. Creators & Guests Gerry Scullion - Host