Florian Bailey 'Service Design Secrets: Elevating Michelin Dining'

Florian Bailey 'Service Design Secrets: Elevating Michelin Dining'

Author: Gerry Scullion June 15, 2023 Duration: 59:54

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Earlier this year, I attended a conference in Nuremberg called Teaming with AI, run by my good friends, Markus Edgar Hormess, Adam Lawrence from WorlPlayExperience and also today’s guest, Florian Bailey.

The day before the event, myself and Florian spent some time together and hung out and explored the office where he was based. In passing, Florian mentioned he also was co-founder of Etz a 2-Star Michelin restaurant. I actually thought he was joking, but no, one of his businesses was the most incredible restaurant. The reason why I thought he was joking was, I’ve watched those documentaries on how demanding these types of restaurants can be - and I knew Florian was already super busy with his User Centered Strategy business, Nurenberg Festival etc

The next day, at the event, Etz provided all the food. The food was extremely special but that wasn’t the bit that I was most interested in. I was interested in the journey that Florian and his co-founder went on to get to this point. I mentioned that I had walked around the office space, well this is the same space that Markus and Adam use for their amazing This is Service Design Doing workshops from time to time. But it’s also the same space that Florian used to test the prototype for the restaurant - where was the line of visibility, the line of interaction. I wanted to drill a little deeper into these areas and learn more about that journey, what worked, what didn’t work.

So if you’re looking for an awesome example of a world-class business that utilises service design methods - look no further.

Creators & Guests

  • Gerry Scullion - Host
  • Stef Murphy - Producer

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Gerry Scullion hosts This is HCD-Human-Centered Design, UX & Service Design Thinking Podcast, a space where practical conversations unfold for anyone invested in shaping how people interact with the world. Rather than offering abstract theory, these discussions get into the real work of designing services and experiences that genuinely resonate. You’ll hear from practitioners and strategists who are navigating the complexities of making organizations more human, covering everything from the nuances of interaction design to the broader strokes of systemic change. With a global audience and over a million downloads, this podcast has become a trusted resource for designers, managers, and innovators who are tired of superficial solutions. Each episode feels like joining a thoughtful dialogue, one that cuts through jargon to explore how human-centered principles are applied in challenging, real-world contexts. Whether you're refining a product's user experience or rethinking an entire service model, these conversations provide grounded insights and actionable perspectives. Tune in for a deep, accessible look at the craft and strategy of putting people at the heart of design work.
Author: Language: English Episodes: 100

This is HCD – Human-Centered Design, UX & Service Design Thinking Podcast
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