Frontstage, Backstage: How Service Design Really Works (with Marc Stickdorn)
What’s the real impact of service design on customer experiences?In this episode of The Design Psychologist, host Thomas talks with service design expert Marc Stickdorn, PhD, author of "This is Service Design Doing," about the evolution and holistic nature of service design. They discuss the importance of community involvement and collaboration in shaping effective strategies and enhancing user interactions across various touchpoints. WHAT WE COVER IN THIS EPISODE: - The role of community contributions in redefining service design.- Examples of service design addressing real-world challenges, like improving grocery store experiences.- Integrating digital transformation for cohesive customer interactions.- Strategies to bridge organizational silos for better engagement.- The importance of prototyping and feedback in the iterative design process.- Adapting service design methodologies to navigate a VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) landscape.Find The Design Psychologist on your favorite podcasting platforms (or share this link with a friend): https://designpsychologist.buzzsprout.com/2395044/follow If this show’s been useful or thought-provoking for you, I’d love it if you would do me a quick favor and let the Apple audience know! I know it takes an extra step—but it really helps new listeners discover the show, and it makes a big difference for us as we grow.Just open Apple Podcasts, search for The Design Psychologist, tap the show, scroll down to the bottom of the page, and hit “Write a Review.”
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The Peak-End Rule in Design: What We Take Away
What shapes the memory of an experience, and how can designers use that insight to create better, more human-centered products?Design more memorable and emotionally resonant experiences by understanding how people actually remember what they go through. It turns out we do not remember experiences by their length, but by their intensity and how they end.By uncovering the psychological principle known as the peak-end rule, you will learn how to shape experiences that stand out in people’s minds, leading to better outcomes and more impactful design. WHAT WE COVER IN THIS EPISODEWhy do we forget most of what we live through?What is the peak-end rule, and how does it influence memory?Why do people sometimes prefer longer discomfort over shorter pain?Should designers focus on the peaks and endings of an experience instead of the whole journey?Which types of experiences are a poor fit for the peak-end rule?How do memory and actual experience compare when it comes to decision-making?What are the two different selves described in happiness research, and how do they shape our reactions? KEY TAKEAWAYSThe peak-end rule suggests we remember the most intense moment and the ending of an experience. Most of the rest fades from memory.Designers cannot control every moment, but they can influence how an experience is remembered.This principle is especially helpful when designing uncomfortable or tedious processes. A well-placed positive moment or thoughtful ending can shift how the whole experience is recalled.Duration neglect means people do not remember how long something lasted, only how it felt at key moments.The remembering self often outweighs the experiencing self when people decide whether to repeat an experience.Linear experiences like onboarding flows or customer service calls are ideal candidates for applying the peak-end rule. More complex or non-linear experiences, such as websites or productivity apps, may require different strategies.If this show’s been useful or thought-provoking for you, I’d love it if you would do me a quick favor and let the Apple audience know! I know it takes an extra step—but it really helps new listeners discover the show, and it makes a big difference for us as we grow.Just open Apple Podcasts, search for The Design Psychologist, tap the show, scroll down to the bottom of the page, and hit “Write a Review.”
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Less Load, More Learning: First Principles of Cognitive Load Theory (with John Sweller)
What’s the best way to choose how you’ll teach something so it actually sticks?Design your next lesson so learners don’t just follow along—they understand, remember, and apply their new skills.By grounding your instruction in Cognitive Load Theory, you’ll gain a practical compass for sequencing content, trimming unnecessary load, and accelerating real mastery.Our guest, Dr. John Sweller, pioneered Cognitive Load Theory during more than four decades as Professor of Educational Psychology at the University of New South Wales. His research has reshaped classrooms, training programs, and learning technologies worldwide.WHAT WE COVER IN THIS EPISODEWhy learners often absorb less when they start by solving problems—and what to do insteadThe expertise‑reversal effect: why novices and experts need opposite instructional treatmentsHow to recognize when learners look active but aren’t actually learningThe modality, split‑attention, and redundancy effects—and how they guide interface and content designPractical ways to balance intrinsic, extraneous, and germane load so learners stay challenged without being overwhelmedFind The Design Psychologist on your favorite podcasting platforms (or share this link with a friend): https://designpsychologist.buzzsprout.com/2395044/follow If this show’s been useful or thought-provoking for you, I’d love it if you would do me a quick favor and let the Apple audience know! I know it takes an extra step—but it really helps new listeners discover the show, and it makes a big difference for us as we grow.Just open Apple Podcasts, search for The Design Psychologist, tap the show, scroll down to the bottom of the page, and hit “Write a Review.”
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Designing with Tension: What the Zeigarnik Effect Reveals About Memory and Momentum
Have you ever noticed how an unfinished task — or a cliffhanger at the end of a show — keeps tugging at your attention?How can the Zeigarnik effect’s lingering cognitive tension help us design products, services, and experiences that people actually come back to and complete?When you learn to harness the motivational pull of “unfinished business,” you can turn mundane flows into engaging journeys and guide users toward the outcomes that matter. We explore why interruptions strengthen memory, and how designers can translate that insight into progress indicators, cliffhangers, and gentle nudges that drive completion. WHAT WE COVER IN THIS EPISODE• What exactly is the Zeigarnik effect, and how did a Soviet psychologist discover it? • Why do incomplete or interrupted tasks stay fresher in memory than those we’ve finished? • How can we use progress bars, checklists, and multi‑step flows to leverage this effect? • Where do cliffhangers shine in learning experiences and content design? • When does the tension of “unfinished” backfire — and how can we avoid creating frustration? • Practical tips for highlighting next steps, surfacing partially completed work, and prompting return visits. KEY TAKEAWAYS• Incomplete tasks create cognitive tension that keeps the goal top‑of‑mind until it’s resolved. • Surface that tension: show users where they left off, how close they are to done, or what’s still missing. • Use visual progress cues (percentages, steps, checkmarks) to make completion feel imminent and achievable. • Strategic interruptions — like well‑placed cliffhangers or mid‑flow saves — can boost later recall and re‑engagement. • Balance is key: too much friction or ambiguity can turn motivating tension into annoyance.If this show’s been useful or thought-provoking for you, I’d love it if you would do me a quick favor and let the Apple audience know! I know it takes an extra step—but it really helps new listeners discover the show, and it makes a big difference for us as we grow.Just open Apple Podcasts, search for The Design Psychologist, tap the show, scroll down to the bottom of the page, and hit “Write a Review.”
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Closing the Knowing-Doing Gap: Designing for Real Behavior Change (with Julie Dirksen)
Why is it so hard to change behavior—even when people already know exactly what to do?Design your next learning experience so people don’t just understand what to do— they actually do it.By uncovering the psychology behind the knowing–doing gap, you’ll gain practical tools to move your audience from passive understanding to sustained action.Our guest, Julie Dirksen, has spent two decades helping organizations design training and products that lead to measurable behavior change. WHAT WE COVER IN THIS EPISODEWhy does information alone rarely shift behavior?What alternative ingredients turn knowledge into action?How do motivation, context, and habit interact?What is the elephant–rider model, and how does it reframe design?Which practical tactics help learners “walk new paths” instead of retreading old ones? KEY TAKEAWAYSBehavior change is not the same as knowledge transfer—information is necessary but never sufficient.Design for the elephant (emotions and habits) as well as the rider (rational mind).Reduce friction and increase repetition so the desired action is easier than the default.Shape context—alter environments so the right choice is the obvious choice.Layer motivation and support with rewards, social proof, and timely prompts.Find The Design Psychologist on your favorite podcasting platforms (or share this link with a friend): https://designpsychologist.buzzsprout.com/2395044/follow If this show’s been useful or thought-provoking for you, I’d love it if you would do me a quick favor and let the Apple audience know! I know it takes an extra step—but it really helps new listeners discover the show, and it makes a big difference for us as we grow.Just open Apple Podcasts, search for The Design Psychologist, tap the show, scroll down to the bottom of the page, and hit “Write a Review.”
Acerca de The Design Psychologist | Psychology for UX, Product, Service, Instructional, Interior, and Game Designers
Welcome to The Design Psychologist, a podcast where we explore the intersection of psychology and design. The show is hosted by Thomas Watkins, a design psychologist who has spent years applying behavioral science principles to the creation of digital products. We sit down with a variety of experts who apply psychology in different ways to the design of the world around us. Thomas uses his expertise to guide conversations that provide practical advice while illuminating the theory behind why designs succeed. Tune in if you are a design practitioner who seeks to understand your work on a deeper level and craft experiences that are intuitive, effective, and delightful.
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