How to design services with humans in mind - with Rachel Liu

Nelson is joined by Rachel Liu to discuss how to design services for clients that balance the complex needs of individuals and institutions.

Topics of conversation include: principles of service design, considering consequences both up and downstream from the specific feature you are crafting, cultural difference in work expectations around the globe, the challenges of engaging an audience in the age of distraction, strategies for retaining new skills, and other topics.

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[1:53] - The principles of service design and the type of work Rachel does.

[5:44] - Types of problems people bring Rachel and how she employees service design principles to solve them.

[11:15] - Thinking in terms of first, second, and third-order consequences when designing systems for clients.

[15:47] - How COVID is impacting our education systems. Creating services that meet the needs of institutions, teachers, and students.

[22:10] - Cultural differences and expectations when collaborating with remote teams from around the world.

[27:10] - “It’s not about duplicating your experience at the office. It’s about rethinking what you are trying to accomplish and how digital work can support you in doing that.”

[32:31] - The danger of increased productivity leading to more hours worked, rather than an increased quality of life in the context of working from home.

[39:34] - Difficulties sustaining engagement in the age of social and digital media.

[46:35] - Learning how to learn. Educating students to become learners. What could an education system deliver that is of higher value than this?

[50:17] - Strategies for learning new skills. Spaced repetition, sensory engagement.

Resources Mentioned:
www.nelson-jordan.com/newsletter
www.linkedin.com/in/nelsontjordan
https://www.linkedin.com/in/rachelsliu/
https://rachelliu.co.uk/
https://www.instagram.com/designerjourneys/