If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Leave a review (+ help us grow): https://ratethispodcast.com/hcdOn this episode, we catch up with Damian Kernahan in Sydney, Australia for an insight into his professional journey, spanning from the advertising industry to co-founding a service design firm. We discuss the challenges of navigating complexity and silos in large organisations and reflect on the limitations of personas in designing effective customer experiences. Damian emphasizes the importance of understanding customer needs and emotions, proposing a shift from brand promises to actionable service promises. The conversation also touches on the evolving baseline of customer expectations, the significance of consistent experiences across channels, and the role of service design in shaping the future Western Sydney International Airport. Ultimately, the episode advocates for a focus on keeping promises and delivering value to customers in a metronomic fashion.Click here to watch a video of this episode. Creators & Guests Gerry Scullion - Host Stef Murphy - Producer Like what we do? Make a Tip.OrLeave 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. Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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