web02.fireside.fm Fri, 01 May 2026 18:41:40 -0500 Fireside (https://fireside.fm) The How This Works show - Episodes Tagged with “Service Design” https://www.howthisworks.show/tags/service%20design Wed, 29 Jan 2025 03:00:00 -0500 Talking shop with 100 people about their work and associated craft — exploring what they actually do, why they do it that way, and what changed along the way. Host Skipper Chong Warson sits down with folks to understand what's going on in their world right now. Season two explored product, design, and facilitation. The third season follows people actively building things right now. New episodes every few weeks. Part of How This Works co. en-us episodic What do people actually do all day? Skipper Chong Warson Talking shop with 100 people about their work and associated craft — exploring what they actually do, why they do it that way, and what changed along the way. Host Skipper Chong Warson sits down with folks to understand what's going on in their world right now. Season two explored product, design, and facilitation. The third season follows people actively building things right now. New episodes every few weeks. Part of How This Works co. yes subject matter experts, learn, learning, subject matter expert, expert, experts, amateur, professional, stories, story, lessons, lesson, work, home, education, educate, passion, passions, day in the life, walk in someone else's shoes, expertise, craft Skipper Chong Warson skipperchong@me.com Drew Burdick https://www.howthisworks.show/033-drew-burdick b6b5e8dd-3515-456b-90f0-bba315d74e93 Wed, 29 Jan 2025 03:00:00 -0500 Skipper Chong Warson full 2 Skipper Chong Warson From bootleg Photoshop to founding StealthX, Drew Burdick shares how he built multiple businesses by prioritizing customer experience and community, while offering a vision of how AI might reshape design teams in 2025. 44:50 no Drew Burdick, founder and managing partner of StealthX, shares his unconventional journey into design and entrepreneurship. After growing up in the Philippines (age 4-18) and studying political science and communications in college, a chance internship introduced him to graphic design — beginning with a bootleg copy of Illustrator/Photoshop CS2. During the 2009 recession, Drew scrapped his way forward, balancing freelance design work with jobs like valet parking at the Ritz Carlton and window washing. His path included founding a successful clothing brand for the electronic music scene (complete with 163 street team members) before transitioning into corporate roles and eventually launching StealthX, a consultancy focused on customer strategy, product design, and software engineering. * You can listen here or wherever you get your podcasts: https://www.howthisworks.show/033-drew-burdick (https://www.howthisworks.show/033-drew-burdick) * Or watch on Youtube: https://youtu.be/mxyRWsKJEDg?si=5EmG0VKhiA99US5m (https://youtu.be/mxyRWsKJEDg?si=5EmG0VKhiA99US5m) Key points from the conversation: * What's next for customer experience: Drew emphasizes moving beyond "fast, easy, and cheap" to create memorable moments that build brand loyalty. He applies this philosophy both to client work and to StealthX itself, crafting thoughtful touchpoints throughout the client journey. * The future of design teams: Drawing from his experience leading both large and small teams, Drew predicts a shift away from traditional large design organizations toward nimble, high-velocity small teams augmented by AI capabilities. * Industry specialization: Drew advocates for designers to develop deep industry expertise rather than remaining discipline-generalists, suggesting that understanding specific sectors like manufacturing or insurance will become increasingly valuable. * Community and connection: Despite the rise of remote work, Drew emphasizes the growing importance of local, in-person relationships and community building, particularly in regional tech hubs like Charlotte, North Carolina. * AI Inflection Point: Drew likens the current state of AI to the "256MB era" of computing, predicting rapid acceleration in capabilities and encouraging designers to embrace these tools as augmentation rather than threat. * Personal philosophy: "Do the next right thing" – tattooed on Drew's arm, this mantra emerged during COVID as a reminder to focus on immediate, actionable steps rather than getting overwhelmed by uncertainty. Drew also predicts that within a year, solopreneurs will increasingly build and launch products independently using AI tools, potentially challenging traditional team structures in larger organizations. He encourages experimenting with these tools, seeing them as opportunities to augment human creativity rather than as threats. * You can find Drew on social media as @drewhburdick and at drewburdick.com (https://drewburdick.com/) * Learn more about StealthX at stealthx.co (https://www.stealthx.co/) Listen to the second part of our conversation over at Drew's podcast, "Building Great Experiences" — • On Apple Podcasts: https://podcasts.apple.com/za/podcast/future-of-cx-beyond-product-into-ecosystems/id1776618976?i=1000686740180 (https://podcasts.apple.com/za/podcast/future-of-cx-beyond-product-into-ecosystems/id1776618976?i=1000686740180) • On Spotify: https://open.spotify.com/episode/329mlkTWefrP7nQr8KMRV5?si=doVa-TrxS52MyNIjGHDDCA (https://open.spotify.com/episode/329mlkTWefrP7nQr8KMRV5?si=doVa-TrxS52MyNIjGHDDCA) • Or watch it on YouTube: https://youtu.be/RShAkpaXRwU?si=KX9sgbXRQDABmL_Z (https://youtu.be/RShAkpaXRwU?si=KX9sgbXRQDABmL_Z) Special Guest: Drew Burdick. customer experience, design entrepreneurship, StealthX, Drew Burdick, product design, AI in design, Philippines, electronic music, freelance design, design teams, Charlotte, NC, customer strategy, software engineering, business strategy, product management, remote work, community building, startup founder, UX design, client relationships, design consulting, innovation strategy, career transition, Fortune 500, digital products, design evolution, solopreneurs, human-centered design Drew Burdick, founder and managing partner of StealthX, shares his unconventional journey into design and entrepreneurship. After growing up in the Philippines (age 4-18) and studying political science and communications in college, a chance internship introduced him to graphic design — beginning with a bootleg copy of Illustrator/Photoshop CS2. During the 2009 recession, Drew scrapped his way forward, balancing freelance design work with jobs like valet parking at the Ritz Carlton and window washing.

His path included founding a successful clothing brand for the electronic music scene (complete with 163 street team members) before transitioning into corporate roles and eventually launching StealthX, a consultancy focused on customer strategy, product design, and software engineering.

Key points from the conversation:

  • What's next for customer experience: Drew emphasizes moving beyond "fast, easy, and cheap" to create memorable moments that build brand loyalty. He applies this philosophy both to client work and to StealthX itself, crafting thoughtful touchpoints throughout the client journey.
  • The future of design teams: Drawing from his experience leading both large and small teams, Drew predicts a shift away from traditional large design organizations toward nimble, high-velocity small teams augmented by AI capabilities.
  • Industry specialization: Drew advocates for designers to develop deep industry expertise rather than remaining discipline-generalists, suggesting that understanding specific sectors like manufacturing or insurance will become increasingly valuable.
  • Community and connection: Despite the rise of remote work, Drew emphasizes the growing importance of local, in-person relationships and community building, particularly in regional tech hubs like Charlotte, North Carolina.
  • AI Inflection Point: Drew likens the current state of AI to the "256MB era" of computing, predicting rapid acceleration in capabilities and encouraging designers to embrace these tools as augmentation rather than threat.
  • Personal philosophy: "Do the next right thing" – tattooed on Drew's arm, this mantra emerged during COVID as a reminder to focus on immediate, actionable steps rather than getting overwhelmed by uncertainty.

Drew also predicts that within a year, solopreneurs will increasingly build and launch products independently using AI tools, potentially challenging traditional team structures in larger organizations. He encourages experimenting with these tools, seeing them as opportunities to augment human creativity rather than as threats.

Listen to the second part of our conversation over at Drew's podcast, "Building Great Experiences" —
• On Apple Podcasts: https://podcasts.apple.com/za/podcast/future-of-cx-beyond-product-into-ecosystems/id1776618976?i=1000686740180
• On Spotify: https://open.spotify.com/episode/329mlkTWefrP7nQr8KMRV5?si=doVa-TrxS52MyNIjGHDDCA
• Or watch it on YouTube: https://youtu.be/RShAkpaXRwU?si=KX9sgbXRQDABmL_Z

Special Guest: Drew Burdick.

Links:

]]> Drew Burdick, founder and managing partner of StealthX, shares his unconventional journey into design and entrepreneurship. After growing up in the Philippines (age 4-18) and studying political science and communications in college, a chance internship introduced him to graphic design — beginning with a bootleg copy of Illustrator/Photoshop CS2. During the 2009 recession, Drew scrapped his way forward, balancing freelance design work with jobs like valet parking at the Ritz Carlton and window washing.

His path included founding a successful clothing brand for the electronic music scene (complete with 163 street team members) before transitioning into corporate roles and eventually launching StealthX, a consultancy focused on customer strategy, product design, and software engineering.

Key points from the conversation:

  • What's next for customer experience: Drew emphasizes moving beyond "fast, easy, and cheap" to create memorable moments that build brand loyalty. He applies this philosophy both to client work and to StealthX itself, crafting thoughtful touchpoints throughout the client journey.
  • The future of design teams: Drawing from his experience leading both large and small teams, Drew predicts a shift away from traditional large design organizations toward nimble, high-velocity small teams augmented by AI capabilities.
  • Industry specialization: Drew advocates for designers to develop deep industry expertise rather than remaining discipline-generalists, suggesting that understanding specific sectors like manufacturing or insurance will become increasingly valuable.
  • Community and connection: Despite the rise of remote work, Drew emphasizes the growing importance of local, in-person relationships and community building, particularly in regional tech hubs like Charlotte, North Carolina.
  • AI Inflection Point: Drew likens the current state of AI to the "256MB era" of computing, predicting rapid acceleration in capabilities and encouraging designers to embrace these tools as augmentation rather than threat.
  • Personal philosophy: "Do the next right thing" – tattooed on Drew's arm, this mantra emerged during COVID as a reminder to focus on immediate, actionable steps rather than getting overwhelmed by uncertainty.

Drew also predicts that within a year, solopreneurs will increasingly build and launch products independently using AI tools, potentially challenging traditional team structures in larger organizations. He encourages experimenting with these tools, seeing them as opportunities to augment human creativity rather than as threats.

Listen to the second part of our conversation over at Drew's podcast, "Building Great Experiences" —
• On Apple Podcasts: https://podcasts.apple.com/za/podcast/future-of-cx-beyond-product-into-ecosystems/id1776618976?i=1000686740180
• On Spotify: https://open.spotify.com/episode/329mlkTWefrP7nQr8KMRV5?si=doVa-TrxS52MyNIjGHDDCA
• Or watch it on YouTube: https://youtu.be/RShAkpaXRwU?si=KX9sgbXRQDABmL_Z

Special Guest: Drew Burdick.

Links:

]]> Andy Polaine https://www.howthisworks.show/030-andy-polaine 09afb5cd-2af5-42b3-aeef-f5bd63ee7ed9 Thu, 14 Nov 2024 02:45:00 -0500 Skipper Chong Warson full 2 Skipper Chong Warson In this episode, Skipper chats with Andy Polaine about how he got started in the world of service design and his work as a design leadership coach 1:05:49 no <p>In this episode, Andy Polaine, Dr. Polaine to some, talks about his career journey, starting with his background in film and interactive media, his transition into service design, and his current focus as a design leadership coach. Andy discusses his coaching approach, which is rooted in his experience as a designer, facilitator, and teacher. He also talks about some of what he's hearing from design leaders right now, emphasizing the importance of reading the room, even in a digital context, and how his work addresses common challenges faced by design leaders, such as imposter syndrome and the "leadership dip" — a period of uncertainty and self-doubt that can arise when transitioning into a leadership role. The interview also touches on the evolving role of design leadership in organizations and how designers can more effectively communicate the value of their work to stakeholders.</p> <ul> <li>You can listen here or wherever you get your podcasts: <a href="https://www.howthisworks.show/030-andy-polaine" target="_blank" rel="nofollow noopener">https://www.howthisworks.show/030-andy-polaine</a> </li> <li>Or on Youtube: <a href="https://youtu.be/fdC1f-QcUMA" target="_blank" rel="nofollow noopener">https://youtu.be/fdC1f-QcUMA</a> </li> </ul> <p>Some topics discussed:</p> <ul> <li>Andy’s career began in the early '90s as an interaction designer, before "UX" or "user experience" were common terms</li> <li>He studied film, video, and photography, transitioning into interactive media, which later led him to meeting Ben Reason at LiveWork and getting into service design</li> <li>Andy was global Group Design Director of Client Evolution at Fjord and co-leads a Master’s program in service design in Switzerland</li> <li>Fluent in German and having lived in Australia, Germany, and the U.K., Andy developed a deep appreciation for cross-cultural communication and how we use language</li> <li>Andy describes his transition from filmmaking to design, drawn by the way multimedia integrates sound, video, and interactive elements — modes of storytelling persists today</li> <li>Andy’s coaching focuses on supporting design leaders through a number of phases, including "design leadership dip," a period uncertainty common at mid- and advanced-career stages, which he helps leaders navigate</li> <li>Andy shares his personal experience with imposter syndrome/phenomenon, emphasizing that it can affect anyone, regardless of background</li> <li>Andy highlights the skill of “reading the room," focusing on empathy, active listening, and participant engagement</li> <li>He discusses the nuances of digital coaching, using techniques like teleprompters and collaboration tools for increased effectiveness in virtual communication</li> <li>Andy reflects on the future of design, noting that designers must focus on discernment and answering the question, So what?!</li> <li>He concludes by emphasizing relationships, empathy, and plans for a book on the inner journey of design leadership, including "design leadership dip"</li> <li>He talks about the "assembly line" approach to design, likens it to AI — where the subject matter is being treated as a mere tool for rapid prototyping rather than a process for addressing user needs, almost like the discipline is being treated like a GPT itself, which reduces designers to carry out prompts</li> </ul> <p>Stay tuned until the end where we hear a behind the scenes (bts) snippet, a peek into our lives today, where we wait for Andy's wife to open/close some doors as she's seeing a patient at home while we're recording. Special Guest: Andy Polaine.</p> design leadership, service design, leadership coaching, design leadership dip, coaching reflections, imposter syndrome, imposter phenomenon, client interactions, team dynamics, emotional conversations, setting time boundaries, impact of AI on design, design challenges, cross-cultural communication, interactive media background, transition from filmmaking to design, reading the room, designer storytelling, value of design to stakeholders, assembly line approach to design, effective virtual communication techniques, empathy, future of design roles, "so what?" In this episode, Andy Polaine, Dr. Polaine to some, talks about his career journey, starting with his background in film and interactive media, his transition into service design, and his current focus as a design leadership coach. Andy discusses his coaching approach, which is rooted in his experience as a designer, facilitator, and teacher. He also talks about some of what he's hearing from design leaders right now, emphasizing the importance of reading the room, even in a digital context, and how his work addresses common challenges faced by design leaders, such as imposter syndrome and the "leadership dip" — a period of uncertainty and self-doubt that can arise when transitioning into a leadership role. The interview also touches on the evolving role of design leadership in organizations and how designers can more effectively communicate the value of their work to stakeholders.

Some topics discussed:

  • Andy’s career began in the early '90s as an interaction designer, before "UX" or "user experience" were common terms
  • He studied film, video, and photography, transitioning into interactive media, which later led him to meeting Ben Reason at LiveWork and getting into service design
  • Andy was global Group Design Director of Client Evolution at Fjord and co-leads a Master’s program in service design in Switzerland
  • Fluent in German and having lived in Australia, Germany, and the U.K., Andy developed a deep appreciation for cross-cultural communication and how we use language
  • Andy describes his transition from filmmaking to design, drawn by the way multimedia integrates sound, video, and interactive elements — modes of storytelling persists today
  • Andy’s coaching focuses on supporting design leaders through a number of phases, including "design leadership dip," a period uncertainty common at mid- and advanced-career stages, which he helps leaders navigate
  • Andy shares his personal experience with imposter syndrome/phenomenon, emphasizing that it can affect anyone, regardless of background
  • Andy highlights the skill of “reading the room," focusing on empathy, active listening, and participant engagement
  • He discusses the nuances of digital coaching, using techniques like teleprompters and collaboration tools for increased effectiveness in virtual communication
  • Andy reflects on the future of design, noting that designers must focus on discernment and answering the question, So what?!
  • He concludes by emphasizing relationships, empathy, and plans for a book on the inner journey of design leadership, including "design leadership dip"
  • He talks about the "assembly line" approach to design, likens it to AI — where the subject matter is being treated as a mere tool for rapid prototyping rather than a process for addressing user needs, almost like the discipline is being treated like a GPT itself, which reduces designers to carry out prompts

Stay tuned until the end where we hear a behind the scenes (bts) snippet, a peek into our lives today, where we wait for Andy's wife to open/close some doors as she's seeing a patient at home while we're recording.

Special Guest: Andy Polaine.

Links:

]]> In this episode, Andy Polaine, Dr. Polaine to some, talks about his career journey, starting with his background in film and interactive media, his transition into service design, and his current focus as a design leadership coach. Andy discusses his coaching approach, which is rooted in his experience as a designer, facilitator, and teacher. He also talks about some of what he's hearing from design leaders right now, emphasizing the importance of reading the room, even in a digital context, and how his work addresses common challenges faced by design leaders, such as imposter syndrome and the "leadership dip" — a period of uncertainty and self-doubt that can arise when transitioning into a leadership role. The interview also touches on the evolving role of design leadership in organizations and how designers can more effectively communicate the value of their work to stakeholders.

Some topics discussed:

  • Andy’s career began in the early '90s as an interaction designer, before "UX" or "user experience" were common terms
  • He studied film, video, and photography, transitioning into interactive media, which later led him to meeting Ben Reason at LiveWork and getting into service design
  • Andy was global Group Design Director of Client Evolution at Fjord and co-leads a Master’s program in service design in Switzerland
  • Fluent in German and having lived in Australia, Germany, and the U.K., Andy developed a deep appreciation for cross-cultural communication and how we use language
  • Andy describes his transition from filmmaking to design, drawn by the way multimedia integrates sound, video, and interactive elements — modes of storytelling persists today
  • Andy’s coaching focuses on supporting design leaders through a number of phases, including "design leadership dip," a period uncertainty common at mid- and advanced-career stages, which he helps leaders navigate
  • Andy shares his personal experience with imposter syndrome/phenomenon, emphasizing that it can affect anyone, regardless of background
  • Andy highlights the skill of “reading the room," focusing on empathy, active listening, and participant engagement
  • He discusses the nuances of digital coaching, using techniques like teleprompters and collaboration tools for increased effectiveness in virtual communication
  • Andy reflects on the future of design, noting that designers must focus on discernment and answering the question, So what?!
  • He concludes by emphasizing relationships, empathy, and plans for a book on the inner journey of design leadership, including "design leadership dip"
  • He talks about the "assembly line" approach to design, likens it to AI — where the subject matter is being treated as a mere tool for rapid prototyping rather than a process for addressing user needs, almost like the discipline is being treated like a GPT itself, which reduces designers to carry out prompts

Stay tuned until the end where we hear a behind the scenes (bts) snippet, a peek into our lives today, where we wait for Andy's wife to open/close some doors as she's seeing a patient at home while we're recording.

Special Guest: Andy Polaine.

Links:

]]>