The Design of Trust

The Design of Trust

Laetitia Wolff, founder of BESIGN School in France, discusses place-based regenerative design—an approach that prioritizes understanding specific community contexts and existing social infrastructure before proposing solutions, rather than imposing top-down institutional fixes. Through projects ranging from rebuilding police-community trust in Brownsville to empowering invisible small business owners in East New York, she demonstrates how designers can facilitate reciprocal relationships between institutions and communities by first listening, then curating resources and stakeholders to address actual needs rather than assumed ones. Get full access to Ishmael Interactive at ishmaelinteractive.substack.com/subscribe [https://ishmaelinteractive.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

When the Forest Meets the Market

Before you jump in… Ishmael Interactive subscribers get our business intelligence delivered every Tuesday, directly to their inboxes. Subscription gets you: * Early access to the weekly pod * Accompanying articles and team analysis providing context and commentary on the interview * Access to the entire Ishmael Interactive back catalogue of CX and business intelligence publications * Special access, offers, and discounts on Ishmael Interactive’s upcoming products and services. Subscribe on Ishmael Interactive [https://manage.kmail-lists.com/subscriptions/subscribe?a=Wt9S2g&g=YtwAHB] Not quite ready to subscribe directly? Keep up with us here on Substack, where we publish the CX Pod weekly! CX Research—Documented Rebecca’s Reconnecting Nature School got to know its customers by showing up and relentlessly serving the community. If, like her, you need to get to know your customers, get Ishmael Interactive’s HCD Discovery Guide, and get the step-by-step manual for customer research that’s rigorous, replicable, and sustainable. The Discovery Guide was developed alongside thousands of professionals working in healthcare, veteran support, education, and operations. When you open this Guide, you’ll see: * The Why and How of customer research. * Step-by-step, modular instruction that you can dip in and out of easily. * Plain language for working professionals. Buy the book at Barnes and Noble [https://www.barnesandnoble.com/w/hcd-discovery-guides-ana-monroe/1148189861;jsessionid=3F81114FCF59E20B2263D349960726F8.prodny_store01-atgap18?ean=9798999575920], Amazon [https://www.amazon.com/HCD-Discovery-Guides-Concepts-Operations/dp/B0FTNNKJXV/ref=tmm_pap_swatch_0?_encoding=UTF8&dib_tag=se&dib=eyJ2IjoiMSJ9.7T-FoFh_RowdJIxr3XILu35UaA-56cdsm3YnAcd1Suw.lzwLZHQOcRDo13fbgtRBP1ASB2eygDeo4B_Hhe9jNzs&qid=1761853144&sr=1-1], or at Ishmael Interactive [https://ishmaelinteractive.com/products/hcd-discovery-guide]. (Psst: when you buy at Ishmael Interactive, you get the ebook version included!) You don’t need a full UX or CX team to get to know your customers: you need the HCD Discovery Guide. Show notes: Rebecca Westbrook Toker co-founded Reconnecting Nature School, a nature-based micro-school in Chattanooga that grew from 4 students to 25 in just over a year by focusing in on students in need of high-touch educational support. In this episode, she discusses how forest school methodology creates the right learning environments and how the micro-school movement is finding its customers and establishing financial sustainability. Get full access to Ishmael Interactive at ishmaelinteractive.substack.com/subscribe [https://ishmaelinteractive.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

The Synthetic Data Paradox

Aaron Meyers and Ana Monroe explore synthetic data—AI-generated customer information that alleviates privacy concerns, accelerates product development, and can prove highly effective for organizations. They also examine the challenges of this approach, including how synthetic data can reinforce organizational dead ends, encourage individual silos over collaboration, and create an overwhelming volume of information that requires additional AI systems to interpret. We ultimately advocate for a balanced strategy that combines synthetic data with traditional human research. Get full access to Ishmael Interactive at ishmaelinteractive.substack.com/subscribe [https://ishmaelinteractive.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

An Obituary for a Great Team

Before you jump in… Ishmael Interactive subscribers get our business intelligence delivered every Tuesday, directly to their inboxes. Subscription gets you: * Early access to the weekly pod * Accompanying articles and team analysis providing context and commentary on the interview * Access to the entire Ishmael Interactive back catalogue of CX and business intelligence publications * Special access, offers, and discounts on Ishmael Interactive’s upcoming products and services. Subscribe on Ishmael Interactive [https://manage.kmail-lists.com/subscriptions/subscribe?a=Wt9S2g&g=YtwAHB] Not quite ready to subscribe directly? Keep up with us here on Substack, where we publish the CX Pod weekly! Great CX teams use the only proven CX method Do you want a team so solid that its culture can survive a purge? We’ll teach you how to do it in our Team Training. Two features set our class apart from every other CX training out there: * We have evidence. Ishmael Interactive teaches the human-centered design (HCD) System, the only method for end-to-end customer experience improvement that stands on the foundation of evidence. No aspirational theory here: just practical, real-world results. * We wrote it all down. We’re so confident that HCD works that we wrote it all down in a Guide series that underwent years of applied testing in organizations both large and small. These step-by-step, fully user-tested HCD Guides spell out the methods that produce effective, efficient, and emotionally resonate solutions for internal and external customers, and you get to keep them forever. No ongoing subscription fees; no land-and-expand consultant projects. Ishmael Interactive’s team training teaches you the same design-led, human-centered approaches that made the GSA Service Design team so effective at driving change at scale. In the training, you’ll learn: * How to talk to customers so you get the information you need to make meaningful change at the lowest cost. * How to evaluate your resources so that you know what’s viable for your organization to produce and sustain. * How to prepare for, launch, and continuously deliver a lasting product, service, program, or system into the world. No helicoptering in; no immense tech debt. * How to measure the value and impact of your work and know that you are being truly effective at solving customer problems. At $795 per attendee for two days of training, you’ll pay a fraction of what business consultancies charge for theory-heavy workshops, and you’ll leave with practical methods proven in a real-world government setting where the stakes—and the bureaucracy—were both very real. Show Notes Four federal employees discuss the January-March 2025 reduction in force efforts at GSA that eliminated entire teams, including the Office of Customer Experience’s Service Design - Enterprise Digital Experience unit. The conversation reveals how the elimination of specialized teams doing digital modernization and customer experience work represents not just job losses but the wholesale destruction of institutional knowledge, proven methodologies, and the government’s capacity to tackle complex problems. Get full access to Ishmael Interactive at ishmaelinteractive.substack.com/subscribe [https://ishmaelinteractive.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

Will AI take your job?

What's your take? Aaron and Ana debate how and if AI will replace entire career layers. Get full access to Ishmael Interactive at ishmaelinteractive.substack.com/subscribe [https://ishmaelinteractive.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]