Service Design Show

There's a problem with the current design process that often goes unnoticed... A problem that can lead to less-than-ideal outcomes or, even worse, harm certain communities. To understand this, we must acknowledge our huge responsibility as design professionals. We're often the only ones advocating for our users' needs, the voice of those who aren't in the room. It's a privilege we shouldn't take lightly. We make decisions, and judgment calls for the people we're designing for. Of course, we do our best with the best intentions, but we always will fall short. Why? Because we aren't the users. We don't live their lives or experience their struggles. Sure, let there be no doubt: having someone advocate for users is a good start, but it's not enough. We can do better; we must do better. Our guest, ​Sloan Leo Cowan​, helps us see what "better" looks like. The key is to move away from "designing for" or even "designing with" users and move towards "designing by" them. It means giving up control and power. Soun