{"type":"rich","version":"1.0","title":"Martin Dowson – Service Design & Lobsters","description":"My guest in this episode is Martin Dowson, a design and transformation leader who’s passionate about elevating the role of design as a strategic force for business growth.\n\nWith over two decades of experience across Financial Services, Telcos, Media, and more. He’s built and led design teams, established Centres of Excellence, and guided organisations through complex transformations that align design with commercial outcomes.\n\nMartin went from reading our service design book (https://rosenfeldmedia.com/books/service-design-second-edition/) hoping to solve a logistics problem (you couldn’t order lobsters on a Wednesday at Sainsbury’s) to spending six years leading design strategy at Lloyd's Banking Group.\n\nWe talk about what happens when consultants go in-house, why experienced internal voices often get heard less than external ones saying the same thing, and whether AI has the same fundamental scaling problem as the car.\n\nTimestamps\n00:00 Intro — Martin's background across financial services, telecoms and media\n01:00 How Martin and Andy first met at RBS in 2015, and reading Service Design to solve a lobster logistics problem at Sainsbury's\n04:30 Going in-house after consulting — why your voice gets heard less the moment you cross the threshold\n07:30 The question organisations never ask: why isn't this happening spontaneously already?\n14:00 What it actually takes to embed design capability in a large organisation versus leaving behind blueprints and concepts\n28:00 Measuring design's contribution to business outcomes — the gap between outputs and impact\n45:00 Design leadership in the AI era — what changes and what doesn't\n55:00 Why organisations mistake motion for progress, and how incentive structures block transformation\n01:05:50 AI has the same fundamental problem as the car — it doesn't scale cleanly, and success makes the resource problem worse not better\n01:10:30 The one small thing with outsized impact: our definition of success in education\n\nShow Links\n\nMartin\n- LinkedIn: https://linkedin.com/in/designled\n- Web: https://liminaldesignoffice.com\n- Podcast https://beingliminal.com\n\nAndy\n- Website: https://www.polaine.com (https://www.polaine.com/)\n- Newsletter: https://pln.me/nws\n- Podcast: https://pln.me/p10\n- Design Leadership Coaching: https://polaine.com/coaching\n- Courses: https://courses.polaine.com (https://courses.polaine.com/)\n- LinkedIn: https://www.linkedin.com/in/apolaine/\n- Bluesky: https://andypolaine.bsky.social (https://andypolaine.bsky.social/)\n- YouTube: https://www.youtube.com/@apolaine","author_name":"Power of Ten with Andy Polaine","author_url":"https://audioboom.com/channels/5029873-power-of-ten-with-andy-polaine","provider_name":"Audioboom","provider_url":"https://audioboom.com","width":480,"height":95,"thumbnail_url":"https://audioboom.com/i/43628357/600x600/c","thumbnail_width":600,"thumbnail_height":600,"html":""}