Why Service Design Needs Its Own Museum / Rachel Goldie / Episode #266

<p>Service design is not just invisible processes. Discover how the physical objects we interact with every day quietly shape customer trust and redefine user experiences.</p><p>
</p><p>We usually assume services are completely intangible. You cannot put a service on a shelf. But the people using your services interact with physical things. They hold objects, wear specific clothing, and stand in spaces that quietly signal trust. When these service enabling objects send the wrong message, the user experience breaks down completely. Guest Rachel Goldie joins the show to reveal the physical layer of service design we all take for granted.</p><p><br></p><p>🎧<strong> In This Episode:</strong>
</p><ul><li>The Intangibility Myth: Why physical objects are the fastest way to truly understand a service.</li><li>Career Pivots: Rachel&#39;s journey from printed textiles to researching policing services.</li><li>Designing for Trust: What a standard shopping trolley reveals about customer confidence.</li><li>Hidden Meanings: The story behind a forgotten police station bell and a bus route hoodie.</li><li>Identity and Design: How putting on a simple hospital gown instantly changes who you are.</li><li>Preserving History: Creating the world&#39;s first Museum of Service Design.</li></ul><p>
Look at the first service object you touch after listening. Ask yourself what it says about the service behind it. Is that message intentional or purely accidental?

Share this conversation with a fellow designer to help them see the hidden physical layers in their own work!</p><p> </p><p>Be well,</p><p>~ Marc</p><p><br></p><p>--- [ 1. GUIDE ] --- </p><p>00:00 Introduction</p><p>03:30 Dusty Bell</p><p>06:30 Textile Roots</p><p>10:00 Object Identity</p><p>14:45 Touchpoints</p><p>19:00 Service Museum</p><p>28:00 Everyday Objects</p><p>31:15 Chained Pen</p><p>35:00 Shopping Trolley</p><p>44:00 Baggage Sizers</p><p>50:00 Personal Submission</p><p>54:15 Participate</p><p>58:45 Closing Question</p><p><br></p><p> --- [ 2. LINKS ] --- </p><ul><li>Rachel Goldie on LinkedIn: <a href="https://www.linkedin.com/in/rachel-goldie-made-by-us/" target="_blank" rel="noopener noreferer">https://www.linkedin.com/in/rachel-goldie-made-by-us/</a></li><li>Museum of Service Design Website: <a href="https://museum-of-service-design.vercel.app" target="_blank" rel="noopener noreferer">https://museum-of-service-design.vercel.app</a></li><li>Museum of Service Design on LinkedIn: <a href="https://www.linkedin.com