{"id":5421,"slug":"service-design","name":"service design","type":"concept","created_at":"2026-08-08T23:26:23.190663+00:00","hidden":0,"aliases":[],"episodes":[{"id":"1dc5b777-f6ba-4d7e-9c06-93db32802732","slug":"s21e06-its-not-the-economy-stupid-gaining","subject":"s21e06: It's (not) the economy stupid; gaining convenience at the expense of agency","title":"It's (not) the economy stupid; gaining convenience at the expense of agency","publish_date":"2026-04-16T22:38:56+00:00","year":2026,"month":4,"season":21,"episode":6,"episode_label":"s21e06","canonical_url":"https://newsletter.danhon.com/archive/s21e06-its-not-the-economy-stupid-gaining/","is_premium":0,"word_count":2794,"context":" … and “keeping data in computers” has been a horrific disaster in terms of <mark>service design</mark> because it’s super easy to just add more questions to a form … ","reading_minutes":14},{"id":"060847e5-bf40-4387-96da-c14590528513","slug":"s20e06-not-about-how-it-looks","subject":"s20e06: Not About How it Looks","title":"Not About How it Looks","publish_date":"2025-08-26T21:02:44+00:00","year":2025,"month":8,"season":20,"episode":6,"episode_label":"s20e06","canonical_url":"https://newsletter.danhon.com/archive/s20e06-not-about-how-it-looks/","is_premium":0,"word_count":2195,"context":" … There’s the other part where the manifesto is all about <mark>service design</mark>. Ish? The part that isn’t about design-is-how-it-looks but design-is … ","reading_minutes":11},{"id":"2cb6a332-ab24-4fd5-9897-916f133cb956","slug":"s19e10-hallway-track-doge-efficiency-cobol-give","subject":"s19e10: Hallway Track; DOGE; Efficiency; COBOL; Give None of These Things; Context, Not News","title":"Hallway Track; DOGE; Efficiency; COBOL; Give None of These Things; Context, Not News","publish_date":"2025-05-28T17:41:58+00:00","year":2025,"month":5,"season":19,"episode":10,"episode_label":"s19e10","canonical_url":"https://newsletter.danhon.com/archive/s19e10-hallway-track-doge-efficiency-cobol-give/","is_premium":0,"word_count":2972,"context":" … I don’t think it’s okay to just say that people\nalready know that\n, and certainly in the realm of <mark>service design</mark> sparkles, you’d go and … ","reading_minutes":15},{"id":"f481d393-4646-4ec4-996c-99e05669b8b9","slug":"s12e52-and-everythings-burning-to-the-ground","subject":"s12e52: And Everything's Burning To The Ground","title":"And Everything's Burning To The Ground","publish_date":"2022-09-16T22:30:58.197469+00:00","year":2022,"month":9,"season":12,"episode":52,"episode_label":"s12e52","canonical_url":"https://newsletter.danhon.com/archive/s12e52-and-everythings-burning-to-the-ground/","is_premium":0,"word_count":600,"context":" … It's <mark>service design</mark> for foggy brains. There's one line for you.\n\nFlickr\n\nI am an internet old, so two things caught my attention because I am … ","reading_minutes":3},{"id":"650e552c-dd8a-45f2-bfdf-ef551c78f2a5","slug":"s12e48-conan-what-is-worst-in-life-and-why","subject":"s12e48: Conan, What Is Worst In Life, And Why?","title":"Conan, What Is Worst In Life, And Why?","publish_date":"2022-08-09T23:50:02.053210+00:00","year":2022,"month":8,"season":12,"episode":48,"episode_label":"s12e48","canonical_url":"https://newsletter.danhon.com/archive/s12e48-conan-what-is-worst-in-life-and-why/","is_premium":0,"word_count":1539,"context":" … But if you\nwork\nat one of those companies, in design, or development or <mark>service design</mark> or even product management or whatever, then suddenly you have to make … ","reading_minutes":8},{"id":"b07b5f52-65f3-41f8-bc35-f562ffa2c3f3","slug":"s11e19-stop-doing-that-its-making-you-look-silly","subject":"s11e19: Stop doing that, it's making you look silly","title":"Stop doing that, it's making you look silly","publish_date":"2022-03-18T16:16:24.075000+00:00","year":2022,"month":3,"season":11,"episode":19,"episode_label":"s11e19","canonical_url":"https://newsletter.danhon.com/archive/s11e19-stop-doing-that-its-making-you-look-silly/","is_premium":0,"word_count":1488,"context":" … Wearable devices, before the Apple Watch came out\n\nSocial software, the difference between followers and friends, ambient presence\n\nSurfaces versus infrastructure, scale\n\nGovernment digital services and <mark>service design</mark> … ","reading_minutes":7},{"id":"61f58d7c-6d76-48e2-9b75-a8ebd97d7aca","slug":"s09e02-despairing-sisyphean-absurdity","subject":"s09e02: Despairing sisyphean absurdity","title":"Despairing sisyphean absurdity","publish_date":"2021-02-28T17:52:02.725000+00:00","year":2021,"month":2,"season":9,"episode":2,"episode_label":"s09e02","canonical_url":"https://newsletter.danhon.com/archive/s09e02-despairing-sisyphean-absurdity/","is_premium":0,"word_count":1551,"context":" … Chisnell that <mark>service design</mark> is… actually stupendously hard for an individual person to do? In that so much is out of their control?\n<mark>Service design</mark>\nin the sense … ","reading_minutes":8},{"id":"90e43c77-f52b-4760-971e-4c5ea4cbb400","slug":"s08e20-gestures-at-everything","subject":"s08e20: *gestures at everything*","title":"*gestures at everything*","publish_date":"2020-10-10T18:50:40.646000+00:00","year":2020,"month":10,"season":8,"episode":20,"episode_label":"s08e20","canonical_url":"https://newsletter.danhon.com/archive/s08e20-gestures-at-everything/","is_premium":0,"word_count":1624,"context":" … Good blog post from\nMatt Knight\nthat helped my thinking about the term “\nAssisted Digital\n” in <mark>service design</mark> and government <mark>service design</mark>, and why we should stop talking … ","reading_minutes":8},{"id":"9d4f908c-6cf9-4ade-821c-066aaa3ebd02","slug":"s08e10-take-your-time-reading-this-one","subject":"s08e10: Take your time reading this one","title":"Take your time reading this one","publish_date":"2020-05-17T20:44:15.684000+00:00","year":2020,"month":5,"season":8,"episode":10,"episode_label":"s08e10","canonical_url":"https://newsletter.danhon.com/archive/s08e10-take-your-time-reading-this-one/","is_premium":0,"word_count":3213,"context":" … I brought user-centered, product and <mark>service design</mark> and game mechanics to creative work as a Creative Director for clients like Nike, Coca-Cola, Sony and Facebook. (Yes … ","reading_minutes":16},{"id":"9a5f2693-d658-41db-ae46-70d1e5b080b0","slug":"s08e03-flint-and-kindling","subject":"s08e03: Flint and Kindling","title":"Flint and Kindling","publish_date":"2020-01-20T23:02:03.590000+00:00","year":2020,"month":1,"season":8,"episode":3,"episode_label":"s08e03","canonical_url":"https://newsletter.danhon.com/archive/s08e03-flint-and-kindling/","is_premium":0,"word_count":2609,"context":" … 1.2 A (Short) Way Of Thinking About <mark>Service Design</mark>\nA while back, I had the realization during a meeting that one of the reasons why digital transformation … ","reading_minutes":13},{"id":"839f93da-d5b9-44d8-9bb8-e78992e61fef","slug":"s07e02-very-little-gravitas","subject":"s07e02: Very Little Gravitas","title":"Very Little Gravitas","publish_date":"2019-09-12T16:06:43.890000+00:00","year":2019,"month":9,"season":7,"episode":2,"episode_label":"s07e02","canonical_url":"https://newsletter.danhon.com/archive/s07e02-very-little-gravitas/","is_premium":0,"word_count":3472,"context":" … If you’re trying to do <mark>service design</mark> in a big organization, consider the fact that you work in a bureaucracy (I mean, you know this, but do … ","reading_minutes":17},{"id":"082edca2-421c-43b7-90d6-54bc6ad0bcd0","slug":"s3e23-it-looks-like-youre-trying-to-write-a","subject":"s3e23: It Looks Like You're Trying To Write A Newsletter","title":"It Looks Like You're Trying To Write A Newsletter","publish_date":"2016-06-21T00:00:00+00:00","year":2016,"month":6,"season":3,"episode":23,"episode_label":"s03e23","canonical_url":"https://newsletter.danhon.com/archive/s3e23-it-looks-like-youre-trying-to-write-a/","is_premium":0,"word_count":2060,"context":" … doesn't fucking work*\n\nd) partnered with literally any other digital product or <mark>service design</mark> agency that actualyl knows how hard it is to make these things rather … ","reading_minutes":10},{"id":"8b966964-b319-4e2b-b596-891747a49759","slug":"s3e13-they-should-have-sent-a-poet","subject":"s3e13: They Should Have Sent A Poet","title":"They Should Have Sent A Poet","publish_date":"2016-04-18T00:00:00+00:00","year":2016,"month":4,"season":3,"episode":13,"episode_label":"s03e13","canonical_url":"https://newsletter.danhon.com/archive/s3e13-they-should-have-sent-a-poet/","is_premium":0,"word_count":2684,"context":" … That's why if you're working in advertising or communications or whatever and you're super excited about what <mark>service design</mark> means to you, you've (in … ","reading_minutes":13},{"id":"16122423-bd28-4a14-abad-f6e692a96a1d","slug":"s3e06-portions-of-this-consciousness-are-copyright","subject":"s3e06: Portions Of This Consciousness Are Copyright","title":"Portions Of This Consciousness Are Copyright","publish_date":"2016-03-31T00:00:00+00:00","year":2016,"month":3,"season":3,"episode":6,"episode_label":"s03e06","canonical_url":"https://newsletter.danhon.com/archive/s3e06-portions-of-this-consciousness-are-copyright/","is_premium":0,"word_count":1499,"context":" … What, you ask, does this possibly have to do with brand design, advertising, <mark>service design</mark> or whatever else the hell it was you thought you were going to … ","reading_minutes":7},{"id":"2550d037-1428-48ec-ad92-0538c9e78605","slug":"episode-one-hundred-and-seventy-four-depth-not","subject":"Episode One Hundred and Seventy Four: Depth, Not Breadth","title":"Depth, Not Breadth","publish_date":"2014-10-08T00:00:00+00:00","year":2014,"month":10,"season":null,"episode":174,"episode_label":"episode 174","canonical_url":"https://newsletter.danhon.com/archive/episode-one-hundred-and-seventy-four-depth-not/","is_premium":0,"word_count":1424,"context":" … The kind of CEO who can say that <mark>service design</mark> is a pretty big deal for a financial services company is probably the same kind of CEO who … ","reading_minutes":7},{"id":"27e562ae-046a-4afd-a596-1a52d3715e08","slug":"episode-one-hundred-and-nineteen-bridj-laziness","subject":"Episode One Hundred and Nineteen: Bridj Laziness; Deciding In Public; Terrible Tools","title":"Bridj Laziness; Deciding In Public; Terrible Tools","publish_date":"2014-07-09T00:00:00+00:00","year":2014,"month":7,"season":null,"episode":119,"episode_label":"episode 119","canonical_url":"https://newsletter.danhon.com/archive/episode-one-hundred-and-nineteen-bridj-laziness/","is_premium":0,"word_count":1960,"context":" … doing an agency job, and they're not necessarily even doing just a <mark>service design</mark> job. They're in the solving-problems business, and digital is a way … ","reading_minutes":10},{"id":"22f6c5ba-ff02-4199-a88f-23c5ed9ba883","slug":"episode-one-hundred-and-eleven-if-you-want-to","subject":"Episode One Hundred and Eleven: If You Want To Make Products; Enterprise Driven Software Development; Odds","title":"If You Want To Make Products; Enterprise Driven Software Development; Odds","publish_date":"2014-06-26T00:00:00+00:00","year":2014,"month":6,"season":null,"episode":111,"episode_label":"episode 111","canonical_url":"https://newsletter.danhon.com/archive/episode-one-hundred-and-eleven-if-you-want-to/","is_premium":0,"word_count":2847,"context":" … All of this is to say that there are skills that are valuable in making *advertising* that are not necessarily translatable to product design or <mark>service design</mark>. There … ","reading_minutes":14},{"id":"02f6f0b0-fcb7-4977-af69-cb8d779dd0ee","slug":"episode-one-hundred-and-six-meat-puppets-the","subject":"Episode One Hundred and Six: Meat Puppets; The Circuit","title":"Meat Puppets; The Circuit","publish_date":"2014-06-20T00:00:00+00:00","year":2014,"month":6,"season":null,"episode":106,"episode_label":"episode 106","canonical_url":"https://newsletter.danhon.com/archive/episode-one-hundred-and-six-meat-puppets-the/","is_premium":0,"word_count":2135,"context":" … for the past few months on the subject of empathy in product and <mark>service design</mark>. So far, if you're interested in hearing what I've got to … ","reading_minutes":11},{"id":"9e304a7a-aaa0-4a0c-82cd-e82d63516c22","slug":"episode-one-hundred-taking-stock-and-the-new","subject":"Episode One Hundred: Taking Stock; And The New","title":"Taking Stock; And The New","publish_date":"2014-06-11T00:00:00+00:00","year":2014,"month":6,"season":null,"episode":100,"episode_label":"episode 100","canonical_url":"https://newsletter.danhon.com/archive/episode-one-hundred-taking-stock-and-the-new/","is_premium":0,"word_count":2453,"context":" … 1.4 The Quantified Self\nAnd not just the quantified self, really, but mainly armchair quarterbacking about product and <mark>service design</mark>, and taking pot-shots at the more … ","reading_minutes":12},{"id":"aa5cc463-e8ba-40e0-b1a5-2a1a500fb064","slug":"episode-ninety-six-and-then-it-came-back-meek","subject":"Episode Ninety Six: And Then It Came Back; Meek, Meeker, Meekest","title":"And Then It Came Back; Meek, Meeker, Meekest","publish_date":"2014-06-06T00:00:00+00:00","year":2014,"month":6,"season":null,"episode":96,"episode_label":"episode 96","canonical_url":"https://newsletter.danhon.com/archive/episode-ninety-six-and-then-it-came-back-meek/","is_premium":0,"word_count":1353,"context":" … t mentioned *at all* in the context of user interfaces or product or <mark>service design</mark> by Meeker, instead their only mention is in the production of the best … ","reading_minutes":7},{"id":"677122ab-7ff6-4a24-a7e6-7b57b44010b3","slug":"episode-ninety-five-health-smart-cars-odds","subject":"Episode Ninety Five: Health; Smart Cars; Odds","title":"Health; Smart Cars; Odds","publish_date":"2014-06-05T00:00:00+00:00","year":2014,"month":6,"season":null,"episode":95,"episode_label":"episode 95","canonical_url":"https://newsletter.danhon.com/archive/episode-ninety-five-health-smart-cars-odds/","is_premium":0,"word_count":1507,"context":" … If you need someone who's super good at product strategy, or need to bridge the gap between traditional communications and product/<mark>service design</mark>, or you're thinking … ","reading_minutes":8},{"id":"ab9d7bfe-95eb-4376-9b10-c65aa494bf35","slug":"episode-fifty-nine-why-is-this-so-hard-dependency","subject":"Episode Fifty Nine: Why Is This So Hard; Dependency; Chief Empathy Officer","title":"Why Is This So Hard; Dependency; Chief Empathy Officer","publish_date":"2014-04-15T00:00:00+00:00","year":2014,"month":4,"season":null,"episode":59,"episode_label":"episode 59","canonical_url":"https://newsletter.danhon.com/archive/episode-fifty-nine-why-is-this-so-hard-dependency/","is_premium":0,"word_count":2360,"context":" … product and <mark>service design</mark> instinctively feel like they could do with oodles of empathy for the end-user, whereas engineering less so (but not none at all).\n\nI … ","reading_minutes":12},{"id":"abb16b6a-3fe8-4b14-95e7-1cca5932b21b","slug":"episode-thirty-nine-on-creativity-but-what-is-the","subject":"Episode Thirty Nine: On Creativity; But What Is The User Need; Universal Service","title":"On Creativity; But What Is The User Need; Universal Service","publish_date":"2014-03-18T00:00:00+00:00","year":2014,"month":3,"season":null,"episode":39,"episode_label":"episode 39","canonical_url":"https://newsletter.danhon.com/archive/episode-thirty-nine-on-creativity-but-what-is-the/","is_premium":0,"word_count":3165,"context":" … and having the fervent, religious, unshakeable faith that this, this thing, this product <mark>service design</mark> new Nest-esque a/v receiver that finally works properly, this thing: this … ","reading_minutes":16}]}