Welcome to episode 31 of the Technology in Human Services podcast. In this episode I chat with Aletheia Délivré about service and human centred design. She is currently a Design Manager with the Government of Canada and an Organizational Development consultant doing service design at AlphaPlus, an Ontario nonprofit that helps adult literacy education professionals to incorporate digital technology in their work. I came across Aletheia’s work in a converation with AlphaPlus about digital literacy during a recent project. She works out loud, sharing, musing, connecting with other service designers on Twitter, which I love and think is both incredibly helpful, and brave. I’ve been meaning to connect with a service designer for some time on the podcast. As I read about and how she shared her work, approach, struggles, and successes, I knew she was the right person to reach out to. I’m grateful that she agreed to chat, and I think you’ll find our conversation insightful, fun, and useful for your nonprofit work. Resources: Where you can find and learn from Aletheia: * Website* Twitter* Articles on Medium* Her reflections on bringing service design into AlphaPlus Some core questions we started with: What is service design and user experience, and what should nonprofits know about it? How can it help them? How can implementing a design and user experience process help nonprofits create better services? How are service design principles and approaches different from other approaches to creating services in nonprofits? How are they the same? You’ve worked in agency and consulting firms, government, and nonprofits. What are the unique challenges or differences in service design work in these different cultures and contexts? For the non-professional service designer, what are some core skills, attitudes, and beliefs that any nonprofit staff should develop to build into their work creating services for their clients and communities? Can you tell me a bit about your experience at AlphaPlus? You’ve written about using a design approach to find the why of your job there as well as to help re-envision the organization’s why? How has service design impacted AlphaPlus? You’re also working as a Design Manager with the Canadian Government. In many departments, entire service design units and labs have been set up to bring service design into the public service. How have you found the ability to do service design and impact service delivery in a better resourced environment? Machine-Generated Transcript What follows is an AI-generated transcript of our conversation using Otter.ai. The transcript has not been edited. It may contain errors and odd sentence breaks and is not a substitute for listening to the audio. Marco Campana 0:00Welcome to Episode 31 of the technology and Human Services podcast. In this episode, I chat with a lithia delivery about service and Human Centered Design.