Lou Downe, Founder of the School of Good Services
The Exchange Podcast
In this episode, Ari Hershberg interviews Lou Downe, Founder of the School of Good Services, about improving service delivery, and how you can reflect the practices in your work. Go deeper into designing services that work · We recommend Lou’s blog posts on and Please enjoy!
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Tom Loosemore, UK Government Digital Services Co-Founder
The Exchange Podcast
In this episode, your host, Ari Hershberg, sits down with Tom Loosemore, UK Government Digital Services Co-Founder. The conversation focuses on design systems and how they help us build services that cost less and work well. Go deeper on design systems A presentation on design systems Tom gave at a design conference in New York last year: An in-depth post on An interview with which talks about the responsibilities those of us who design digital services have to exercise that power responsibly A write-up of some work Tom has led trying to...
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Empathy by design_ A journey into accessible leadership
The Exchange Podcast
In this episode, your host, Ari Hershberg, sits down with Bahaa Harmouche, Director of Government Digital Experience at GDX. The conversation digs further into digital accessibility in the B.C. government. Bahaa and his team at GDX encourage and support teams to build accessibility into digital products from the start. Go deeper into accessibility Tool Kit: Get to know the (WCAG) to support you with step-by-step instructions on how to do your work in a more inclusive way Listen: - Bite-sized podcasts on how to make your websites and digital media accessible for...
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From Concept to Reality: How to Deliver and Lead Successful Services
The Exchange Podcast
Welcome to the Exchange podcast: 'From Concept to Reality: How to Deliver and Lead Successful Services.' This is a continuation of the , where we answer our audience's five top questions. In this episode, your host, Ari Hershberg, sits down with Kate Tarling. As an author and speaker with a rich background in enhancing big organization services, Kate dives into the evolution of public sector service delivery over the last decade, addresses whether service challenges are unique or universal across organizations, and reveals often unexpected aspects of...
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Bridging the gap - humanizing communication in organizations
The Exchange Podcast
Ever feel like you're drowning in communication noise and clutter? In episode 30 of The Exchange podcast, Ari Hershberg chats with guest Giles Turnbull, a communication expert from the UK. Giles helps organizations communicate more like humans do and works with leaders, teams and individuals to plan better ways of communicating about work in progress. A former member of the UK Government Digital Service's influential creative team, Giles has also worked with various UK government departments, local authorities, charities, non-profits, and international governments, including the United...
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Access for all: embedding accessibility in agile
The Exchange Podcast
In episode 29 of The Exchange podcast we're joined by Elle Waters, leader of accessibility support for Adobe's Digital Experience. Elle has over 15 years of experience teaching leadership and product teams the art of seamlessly integrating accessibility practices into their agile processes. She's deeply passionate about her work and her dedication to fostering inclusive digital experiences has made her a real trailblazer. Elle sits down with Ari Hershberg to chat about the power of prioritizing accessibility from the start. You can connect at
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Walking the Talk: Lessons learned from developing policy in the open
The Exchange Podcast
In Episode 28 of The Exchange podcast, we talk about developing policy in the open. What does it mean to work in the open? How can showing your work in progress actually improve the end result? Amy Kirtay and Annie Goodwin have some insights to share about their experience working in the open while developing the Digital Code of Practice for B.C. Join Ari Hershberg to learn more on The Exchange. You can connect at
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Connecting you to the Digital Services you Deserve
The Exchange Podcast
Host, Ari Hershberg, leads a captivating discussion with three individuals who played a role in shaping the . Joining him are Amy Kirtay, the Director of Digital Strategy; Sarah Poole, a Senior Policy Analyst; and Kirsten Anderson, a Policy Analyst. Together, they delve into critical aspects of the plan, exploring topics such as the inclusion of Indigenous Peoples and consultation processes, compliance with digital accessibility and inclusion legislation, and the extensive impact of the Digital Plan on daily life. They also shed light on why it is essential for both public servants and...
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Hello, My Pronouns Are...
The Exchange Podcast
Episode 26 of the Exchange Podcast continues the #DigitalBC Livestream disuccion about the new Gender and Sex Data Standard. Ari Hershberg sits down with Gislene Guenard, Director, Data Management at BC Data Service, and Ray Larson, A/Director from the Social Sector of the BC Government, to chat about how ministries implemented the standard as part of their systems and services to build a more inclusive experience for all British Columbians. I hope you enjoyed this episode on B.C.'s Gender and Sex Data Standard. You can connect with me at
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Digital Credentials and Pan Canadian Collaboration
The Exchange Podcast
In episode 25 of the Exchange podacast, Ari Hershberg chats with from the Institute of Citizen-Centered Service about the challenges and successes of building secure government digital services. They address unanswered questions from the February #DigitalBC Livestream and discuss the evolution towards a trusted digital ID system for citizens. It's a must-listen episode for all. Did you miss the first part of the conversation? You can . I hope you enjoyed this episode on Digital Credentials and Pan Canadian Collaboration. You can connect with me at
info_outlineIn this episode, Ari Hershberg interviews Lou Downe, Founder of the School of Good Services, about improving service delivery, and how you can reflect the practices in your work.
Go deeper into designing services that work
· We recommend Lou’s blog posts on why we need service literacy and Designers as the voice of the most excluded people
Please enjoy!