Bad Services Podcast

Epizode

• 
  10. Chapter 3, Materials 04.08.2026

  In episode 10 we talk about chapter 3 of the new book Bad Services, Materials. Services are made up of materials, and these define how we deliver our services. We delve into what the materials of services are, and how difficult organisations find it to keep up with technology advances and delivering services in new and different ways. Join us as we weave from ‘knocker uppers’ to Giambattista Vico’s ‘Verum Factum’ to ATARI and the making of E.T the video game, discussing why caring about the materials and smashing the ‘don’t sweat the detail’ leadership trope is important to design and deliver good services.
• 
  09. Chapter 2, Users 21.07.2026

  In episode 9 we talk about chapter 2 of the new book Bad Services, Users. We explore one of the most common barriers to delivering better services, the ever present issue or not knowing who our users are or what they need We talk Exeter Cathedral, the obsession with user needs as both a useful and potentially damaging doctrine and look at how we consider really designing solutions and services that help people with what they need to do, that aligns with our purpose.
• 
  08. Chapter 1, Purpose 06.07.2026

  With Bad Services, the new book from Lou Downe out now, we’re delving into each chapter, focusing on the causes of Bad Services. In episode 8, we’re talking about Purpose Why does a lack of purpose lead to Bad Services? How do you get together to think about what your service is supposed to do, and how this aligns to the wider purpose of your organization?
• 
  07. Types of Service Design 23.06.2026

  Is there a right way to do Service Design? Or one process you should follow? We’re often asked, what’s the right process for Service Design. The truth is, none of them and all of them at the same time. In episode 7, we talk about the ‘Types of Service Design’. We de-bunk the idea that there is a ‘right’ way to do service design and share different forms the approach might take from working on one touchpoint of a service to transforming the shape of what the service delivers.
• 
  06. Starting points 11.06.2026

  Designing services has many different starting points and reasons for it to take centre stage, or be initiated.  Episode six is all about the reasons service design might happen. So where do you start? The answer is, in lots of different places. It depends what you’re trying to do. We delve into the various reasons service design work might begin consciously and unconsciously from asking questions of new technology to CEO pet projects.  In this episode we talk about ‘context of use’ and how it changes how people interact with your service
• 
  05. Context of Use 23.05.2026

  Now you’ve spotted a bad service, and you’ve thought about who your users are, how about what they need in relation to where they’re at when they are using it? In this episode we talk about ‘context of use’ and how it changes how people interact with your service
• 
  04. How to spot a Bad Service 05.05.2026

  We’ve talked what makes a bad service, but how do you spot a bad one? In this episode we cover some of our go to data points of where to find indications your service might not be delivering what you want it to
• 
  03. What makes a Bad Service? 22.04.2026

  What makes a Bad Service is the third episode from the Bad Services podcast delving into our takes on what makes a service bad.
• 
  02. Good vs. Bad 06.04.2026

  Good versus bad is the second episode from the Bad Services podcast delving into why Lou Downe wrote a follow up book.
• 
  01. Introducing Bad Services 06.04.2026 333h 22min

  Ashort introduction to welcome you into the world of services that don’t work for people and what we can do about it.