Today on the show, I'm delighted to welcome Itziar Pobes. We also tried something a little bit novel in this episode. We used AI to generate the questions, and then let the conversation run wherever it wanted to go. Itziar tells me at one point that our friend the AI got a question wrong, which…
Today on the show, I'm delighted to welcome Itziar Pobes. We also tried something a little bit novel in this episode. We used AI to generate the questions, and then let the conversation run wherever it wanted to go. Itziar tells me at one point that our friend the AI got a question wrong, which was, I think, the best possible outcome. Before we jump in, here are three things to listen out for. First, AI is not the only thing disrupting us, and it might not even be the biggest thing. Itziar makes the point that human centredness and customer centricity were the previous hype, and that hype is over. Organisations have moved on, agency models are under real pressure, and a lot of us are now learning what it feels like to work in a field that is no longer the shiny thing in the room. AI is part of the story. It is not the whole story. Second, service design needs its punk moment. Itziar is brilliantly honest about how we lost credibility. We turned up to serious, decades old problems acting as if the world had started yesterday, as if a couple of workshops and a bit of research would sort it. The people in the room with you, the actuaries, the underwriters, the risk engineers, are expe
Humana Design — service design and design research consultancy, Dublin, Ireland.