This Is Hcd - Human Centered Design Podcast

NEWS: We have just launched our new community ‘CIRCLE’ - A Private Community for Ethically Conscious Designers and Changemakers / https://www.thisishcd.com/landing/circle-a-community-for-ethically-conscious-designers-changemakers Fast-track your career with our 12-week training programme: Coaching & Mentoring for Innovators & Change-Makers with Gerry Scullion On 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 th