Service Design Podcast

What does it take to modernise a live government system? Hefen Wong from Singapore’s Ministry of Manpower shares how an 18-year-old Employment Pass platform was transformed into a user-centred digital service: through prioritising user value, smart use of research, and agile ways of working.

We visit Sheila Kesselaers and Tomas De Preter at Reynaers Group HQ: how do they grow the shift to a Customer Experience mindset at a systems company in the world of building elements?

We talk with Mia Mo, Robyn Carino, and Samiha Essakhi as they take us through the innovative model they co-created to integrate health, social, and physical supports directly within Naturally Occurring Retirement Communities (NORCS).

We talk with Maarten Raemdonck, Head of Innovation at Aquafin, and Lien Dewitte from Leap Forward, about how innovation takes root in a large, technical organisation. From bold early experiments to building lasting change, they share honest lessons from Aquafin’s journey to make innovation part of everyday work in a company that treats the waste water of 5 million people daily.

In this episode, we visit AZ Groeninge in Kortrijk to meet Brian Desplinter and Jurgen De Klerck, the duo behind a unique collaboration between healthcare and telecom. From private 5G networks to co-designed care services, we explore how design thinking is driving real change in a clinical setting.