Daniele Catalanotto and Guy Martin discuss principle number seven from the Service Design Principles 1-100 book, written by Daniele.

In this episode, we dive into a critical yet often overlooked principle: “Don’t solve every problem you’re asked to solve.”

We discuss the importance of discerning which problems truly need solving and the value of teaching and guiding others to find solutions themselves. Daniele shares insightful stories and personal experiences, highlighting how not immediately solving a problem can lead to greater learning opportunities.

We also explore the “Five Whys” technique for getting to the root of problems and discuss how unsolved issues can sometimes turn into unique branding opportunities, enhancing customer experiences. The concept of the “Service Paradox” is introduced, where effectively addressing problems can actually lead to higher customer satisfaction than if the problem had never occurred.

Join us in this engaging episode as we unravel the complexities of problem-solving in service design and learn when to step back and when to step in. This episode is a treasure trove of insights for anyone interested in enhancing their problem-solving skills and understanding the nuances of customer service and experience.

(Summary drafted by ChatGPT)

• 00:00 Intro
• 00:05 Welcome
• 00:44 Why shouldn’t we solve every problem?
• 02:36 The problem of the hotel room with no air-conditioning
• 04:00 The Service Paradox
• 06:35 Outro