Power of Ten with Andy Polaine

My guest in this episode is Joel Bailey, product and service director at Arwen.ai, a four-year-old marketing technology startup that uses AI to help brands to manage and moderate their social media comments at scale.Joel brings 25 years of experience working in service design roles, leading change and building new stuff for a diverse range of organisations. We talked about his journey into Service Design, Service Design and AI, navigating AI and social media, the future of design and much more.Note: Given the fast pace of developments in AI, I should point out that we recorded this in June 2025. I had a big backlog...Timestamps00:00 Introduction to Service Design and AI  04:50 The Journey to Service Design  10:00 Understanding Service as an Outcome  15:08 The Role of AI in Social Media Management  20:11 Challenges of Moderation on Social Media  25:32 The Evolution of Business Models  26:36 The Role of AI in Startups  29:13 Navigating AI and Content Moderation  30:20 Understanding AI Bias and Ethics  31:43 Engaging with AI in Social Media  35:11 The Future of Design and AI  40:21 Creativity in a Fast-Paced Environment  44:56 The Importance of Service in DesignLinks Joel====- Arwen: https://arwen.ai- Joel on LinkedIn: https://www.linkedin.com/in/joelbaileyuk/Andy====- Website: https://www.polaine.com- Newsletter: https://pln.me/nws- Podcast: https://pln.me/p10- Design Leadership Coaching: https://polaine.com/coaching- Courses: https://courses.polaine.com- LinkedIn: https://www.linkedin.com/in/apolaine/- Bluesky: https://andypolaine.bsky.social- YouTube: https://www.youtube.com/@apolaine

Power of Ten is a show about design operating at all levels of zoom, from thoughtful detail to changes in organisation, society and the world, hosted by design leadership coach, Andy Polaine.In this episode Andy Polaine speaks to design leader, Alan Colville, exploring the nuances of design leadership, the importance of embracing conflict, the dynamics of communication, and how small changes in how we communicate can lead to significant positive outcomes.Links====Alan========- LinkedIn: https://www.linkedin.com/in/alancolville/Andy====- Website: https://www.polaine.com- Newsletter: https://pln.me/nws- Podcast: https://pln.me/p10- Design Leadership Coaching: https://polaine.com/coaching- Courses: https://courses.polaine.com- LinkedIn: https://www.linkedin.com/in/apolaine/- Bluesky: https://andypolaine.bsky.social- YouTube: https://www.youtube.com/@apolaine

Power of Ten is a show about design operating at all levels of zoom, from thoughtful detail to changes in organisation, society and the world, hosted by design leadership coach, Andy Polaine.In this episode Andy speaks with Dr. Chui Chui Tan a specialist in culturalisation strategies tailored for international growth. She leverages cultural insights to craft winning global business strategies, guiding clients to navigate international markets successfully. She is also the author of a new book, "Research for Global Growth: Strategies And Guidance For Cross-Cultural Insights".Links====Chui Chui========- Website: https://beyo.global- LinkedIn: https://www.linkedin.com/in/chuichuitan/- Book: https://beyo.global/booksAndy====- Website: https://www.polaine.com- Newsletter: https://pln.me/nws- Podcast: https://pln.me/p10- Design Leadership Coaching: https://polaine.com/coaching- Courses: https://courses.polaine.com- LinkedIn: https://www.linkedin.com/in/apolaine/- Bluesky: https://andypolaine.bsky.social- YouTube: https://www.youtube.com/@apolaine

In this discussion, Carissa Carter, a designer and academic director at the Stanford d.school, shares her journey from geoscience to design. She highlights the layers of design thinking, emphasizing the urgency of addressing climate change through practical solutions. They explore the intersection of narratives and data, warning against the pitfalls of biased data in predictive policing. Carissa also introduces the concept of a fictional World Creation Council aimed at reversing harmful technologies, advocating for design that promotes healing and sustainability.

Power of Ten is a show about design operating at all levels of zoom, from thoughtful detail to changes in organisation, society and the world, hosted by design leadership coach, Andy Polaine. This episode's guest is Francesca Cortesi, a passionate product leader with over a decade of experience in scaling digital products that users love and that drive sustainable growth. She has worked with Europe’s fastest-growing companies, from startups to IPOs, delivering tangible results. Her most recent role was as Chief Product Officer at Sweden's leading property platform, Hemnet, and has just started her own consultancy. LINKS ==== Francesca ==== - Francesca's Website: https://www.francescacortesi.com - Francesa on LinkedIn: https://www.linkedin.com/in/francesca-cortesi/ Andy ==== - Website: https://www.polaine.com - Newsletter: https://pln.me/nws - Podcast: https://pln.me/p10 - Design Leadership Coaching: https://polaine.com/coaching - Courses: https://courses.polaine.com - LinkedIn: https://www.linkedin.com/in/apolaine/ - Bluesky: https://andypolaine.bsky.social - YouTube: https://www.youtube.com/@apolaine

Meltem Naz Kaso, a Barcelona-based UX Career Coach, shares her journey from investigative journalism to UX research and coaching. She emphasizes the importance of effective communication and storytelling in coaching to help senior UX professionals advance their careers. The conversation touches on the significance of emotional awareness in coaching, the need to redefine success from a personal perspective, and the vital role of networking. Meltem also discusses her upcoming masterclasses and strategies for articulating design's value across cultures.

Power of Ten is a show about design operating at all levels of zoom, from thoughtful detail to changes in organisation, society and the world, hosted by design leadership coach, Andy Polaine.My guest in this episode is Lisa D. Dance, an experienced UX Researcher whose 10+ years of work has spans UX Research & Strategy to Interactive Prototyping & Usability Testing. She has created award-winning work for enterprise organizations and also helped ​small to mid-sized businesses improve their websites and apps so they do not frustrate or harm ​customers. LINKSLisa- Lisa on LinkedIn: https://www.linkedin.com/in/ldance/- ServiceEase: https://serviceease.net- Today Is the Perfect Day book site: https://todayistheperfectday.com- Newsletter: Tell a Friend tinyurl.com/TellaFriendTuesdaySignUpAndy- Website: https://www.polaine.com- Newsletter: https://pln.me/nws- Podcast: https://pln.me/p10- Design Leadership Coaching: https://polaine.com/coaching- Courses: https://courses.polaine.com- LinkedIn: https://www.linkedin.com/in/apolaine/- Mastodon: https://pkm.social/@apolaine- YouTube: https://www.youtube.com/@apolaine

Johan Blomkvist, an Assistant Professor at Linköping University, and Stefan Holmlid, a Professor there, dive deep into their book, exploring the pivotal role of materials in service design. They discuss the interplay of tangible and intangible elements in service materials and introduce a practical three-part categorization. Time emerges as a vital service material, influencing pacing, rhythm, and public transport experiences. They also emphasize conversations and behaviors as key materials, along with the evolving role of AI in design, making it a must-listen for service design enthusiasts.

Power of Ten is a show about design operating at all levels of zoom, from thoughtful detail to changes in organisation, society and the world, hosted by design leadership coach, Andy Polaine.My guest in this episode is Marzia Aricò, an independent consultant for organisations seeking to integrate design strategically, and works as a design leadership coach for individuals aiming to advance in their design careers.We talked about her journey to where she is now, service design and organisational change, the importance of diversity within organisations and how her guests on Design Voices Elevated have navigated their own journeys. And we talk about her new book, The Design Leadership Chronicles.== Show Links ==== Marzia == Marzia’s personal site: https://marzia.studio Marzia on LinkedIn: https://www.linkedin.com/in/marziaarico/ Design Mavericks: https://designmavericks.substack.com Design Voices Elevated podcast: https://designmavericks.substack.com/podcast Design Voices Elevated on YouTube: https://www.youtube.com/@marziastudio The Design Leadership Chronicles book: https://www.bispublishers.com/design-leadership-chronicles.html == Andy ==  Website: https://www.polaine.com Newsletter: https://pln.me/nws Podcast: https://pln.me/p10 Design Leadership Coaching: https://polaine.com/coaching Courses: https://courses.polaine.com LinkedIn: https://www.linkedin.com/in/apolaine/ Mastodon: https://pkm.social/@apolaine YouTube: https://www.youtube.com/@apolaine

Power of Ten is a show about design operating at all levels of zoom, from thoughtful detail to changes in organisation, society and the world, hosted by design leadership coach, Andy Polaine. Andy's guest in this episode is Julian Simpson, a London-based writer and director who has worked in film, TV and audio for the past 25 years. He made his directorial debut annoyingly young in his mid-20s with The Criminal and more recently worked on Spooks, New Tricks, Doctor Who and more. He created the Lovecraft Investigations, the Aldrich Kemp audio series and the Pleasant Green Universe. He runs a writer-led company called Storypunk and writes an excellent newsletter about the screenwriting life called, Development Hell.  == SHOW LINKS == == JULIAN ==  - Development Hell: https://developmenthell.substack.com - Julian on IMDB: https://www.imdb.com/name/nm0801065/ - Pleasant Green: https://www.pleasantgreen.co.uk - The Lovecraft Investigations: https://www.bbc.co.uk/programmes/p06spb8w - Cartoon Gravity https://www.cartoongravity.com - The Virtual Production of The Mandalorian Season One: https://www.youtube.com/watch?v=gUnxzVOs3rk == ANDY == * Website: https://www.polaine.com  * Newsletter: https://pln.me/nws  * Podcast: https://pln.me/p10  * Design Leadership Coaching: https://polaine.com/coaching * Courses: https://courses.polaine.com  * LinkedIn: https://www.linkedin.com/in/apolaine/  * Mastodon: https://pkm.social/@apolaine  * YouTube: https://www.youtube.com/@apolaine