Welcome to the Cal OES News blog. We are found at OESNews.com. Today we're gonna be talking with the longtime television journalist and blogger and TEDxTalks presenter. She's also a former CBS colleague of mine and also a friend of mine as well. She's way down there in New Zealand in Wellington, New Zealand. And this is Pallas Hupe Cotter, now known as Pallas Cotter, but we knew her here as Pallas Hupe. It's so good to see you again, Pallas. How are you? You too, Sean. I'm great. Thank you. Very grateful to live down here despite all the shaking that goes on. Yeah, so tell me about the shaking. This was the Kaikoura earthquake, November 14th, roughly two minutes after midnight, your time. It was 7.8 magnitude. You lived here in California a number of years. I don't think you ever felt anything like that. What did you guys feel there? Well, no, I've never felt anything like this. And we felt it. I was asleep, obviously. It was just past midnight.  So there was a little bit of a shake and just groggy waking up and then you realize it's going on a little bit more and then it's starting to get a little more intense. And the first thing I did was grabbed my little dog, which I don't know whether I would recommend, but you don't think necessarily clearly came out of the bedroom yelling to make sure my teenage sons were up. And as it happens, I had two friends visiting from California. So I wanted to make sure they were up and the house just was rocking and rolling. I said, I felt like I was Dorothy from the Wizard of Oz as if it was just gonna come right off of its foundations. And you're told to stand under the door jam because that's probably structurally the safest place to be. And you're told to stop, drop and hold. But in the moment, you know, it's just happening both. It just seems like it's happening in slow motion so that your brain isn't even actually working as quickly as it should be. So I don't remember crouching down, but I remember seeing my sons crouched down. And then all, yeah, all I could think of was just, I just can remember hearing glass breaking and feeling myself just thinking, this is it. This is the end. Wow. So how much damage did your home there suffer? None. None. The house can move like this way and then that way. And you hear the creaking of the wood. The glass that I heard shattering was a water glass that fell down. I went downstairs. There were pictures that had fallen off the wall.  Nothing had broken. So shockingly, I just looked around and thought, how does a structure move like this and not show cracks in the plaster? Now, that was me. There were friends of mine who lived down in Wellington proper on reclaimed land or in high rises and they were a mess. Things had just been thrown out of cabinets. All kinds of wine glasses had broken and they were higher up or on somewhat shakier ground. Wow. So now let's give everybody sort of an idea of where Wellington is, Wellington proper compared to where the epicenter of this earthquake was. Kaikoura is roughly 95 miles south of Wellington proper and it was, there's a straight. It's called the Cook Straight right across that separates the two, the two islands there. And yet despite the fact that you were 95 miles away and an ocean barrier between the two, you felt obviously a lot of shaking, a lot of rocking and rolling as well as your friends. Well, exactly. It's interesting, you know, quakes are so unpredictable and so unique and individual so they can impact depending on how deep they are or what kind of shaking or slip it is, it can impact different areas. So the immediate thought after the earthquake was what's happening in Christchurch because it was close enough to Christchurch only a couple of hours away, but for some reason and I'm sure you know, the specific reason and the geological reason, it didn't impact Christchurch as much as it did us here in Wellington. So it's stunning. Even people up in Auckland, which is an eight hour drive north, woke up with a little bit feeling a little bit. So it was really stunning how widely felt this was and I remember hearing news reports of the people in the Kaikoura area sort of being frustrated because all they were hearing was news of the damage in Wellington. But the fact is, and you know this from being in news, they just couldn't get the crews there to take the pictures and talk to people. So they might get a landline if they're lucky but it was right here in Wellington where the news stations are based where you could do more of the reporting and see more of the damage. So I would assume that there was no real kind of warning. This kind of struck out of nowhere. Well, earthquakes do. I mean, there are slight 30 second warning systems that you can purchase around the world. But and in some cases, maybe if you have a power plant or something like that, that might help. But for the average citizen, there's no warning. Even 30 seconds wouldn't give you a chance to do much. I mean, the advice is if you ever have warning to switch off power and gas and things like that. But you know, at midnight, you're groggy. You're just trying to get out of the bed and figure out what's going on. We have such strong winds in Wellington that they can rock the house. And so I've said you've never been living in a country where you can, it's hard to distinguish between an earthquake and winds. So literally you'll spend that 30 seconds saying, is this wind? Is this an earthquake? Do I need to get out of bed? Oh, I do. And then it's gone. So a warning system wouldn't be very helpful. Right. A prayer might be. A prayer might be. Having your earthquake kit would be very helpful. Do you have a lot of people? Oh, yes, I do. Tell me that. Well, I went and got one set up after the first one that I felt, which was in the sixes. I mean, the first significant one that I felt. But I've got one in the car and I've got several bags in the house. And they, of course, include canned food, extra pair of clothes, but things like masks to cover yourself, you know, from breathing in particulates, water purification tablets. After this one, I'm just telling you some random things. I went and got Calm X pills for my puppy dog because he did not sleep for 40 hours straight because it just kept shaking and shaking. So you want to think about your pets and what they need, some food, some treats, funny things that you might not think of putting in or just coffee and tea because you don't want to be in an aftermath of a situation with lots of water and that you don't have your daily fix of coffee. Even I learned from watching someone who'd been through the Christ Church, Rose Quakes, and this is getting rather down and dirty, but it's important to know you have to have lots of toilet paper, newspaper, and plastic bags to deal with all of that. Tarps are a good idea. I went and purchased some tarps after this one. Matches lighters in protective plastic coating or bags, and also having a copy of your homeowner's insurance or renter's insurance to cover your contents, having that in a plastic bag to just have that copy with you. Of course, you can do that digitally as well, but there's nothing like having a paper copy with you and any spare cash to have on hand because cash doesn't continue to come if they can't refill the ATMs. That's right.  So that's just a selection of items. No, it sounds like you are more prepared than most of the people that we deal with on a day-to-day basis here at Cal OES. Was this something that was sort of brought to your attention when you first moved down there? Like, we have faults. We have a lot of tremors.  Well, they do, but they don't have to. Well, they should actually, I should say, I'm probably one of 15% of people who is that well-prepared, even in New Zealand. But when we moved here, it was within three weeks that we got, I think it was just a 4.5 shake, but we were in a restaurant, and I was watching all the wine bottles in the bar move back and forth. And all it took for me, not having grown up in an area where it shakes all the time, is one experience like that to think, okay, this is real. This is something we do need to be prepared for. So I probably may be coming from a news background, you know, think about, okay, this is what I need to do. But even with the public service announcements and the public information campaigns, human beings are human beings, and we don't get to the point of doing things that are maybe not required until we absolutely have to. So after a strong earthquake like this, lots of people went out and purchased earthquake kits, but people who've grown up here and no better basically have told me it took this shake to get them into gear. Well, sometimes it does take something a little more out of the ordinary to kind of wake people up. I agree. I mean, when I lived in Florida, the first couple of storms that we dealt with, were such a big deal.  If you're separated in any way, shape, or form, you want to make sure and have that ease of consciousness that everybody is going to be okay. Mm-hmm, absolutely. Yeah. And it's a shame that it takes having to experience it to get the message through. So hopefully things like this interview will help get the message through because if this had been just that much stronger, you know, a lot of people would have been in trouble because they wouldn't have been prepared. I got to tell you, I've seen some of the video online and what really kind of blew me away more than anything was to see the sea floor having risen up along State Highway 1, six feet or more in some places. That's a visual that I will never forget. Have you seen that footage as well? I've seen it. I mean, clearly I haven't been anywhere down near it, but it is, it's hard to wrap your brain around that the Earth can move in such a dramatic way in just a matter of minutes. It has made some people question why they live here, but as you just mentioned, you've got hurricanes in the other part of the world and you've got, you know, tornadoes and, see, there's always something that's going to get you. And I always say, you know, living in California, in the California, in New Zealand is great because, you know, when you go hiking, there are no critters, there are no snakes, there are no poisonous spiders. There's nothing that's going to get you except the weather. And in that weather, umbrella, I would include earthquakes. They are, they are significant and it is hard to imagine, but the power of Mother Nature is awesome in the truest sense of the word. It really is, Pal. So I'm so glad to hear and to see that you are fine, that your family's fine, your friends and everybody's okay. It really helps having seen your posts on Facebook to know that everybody's okay. I love the picture that you included with you guys hiding under the table. That was fantastic. Drop cover and hold on. That's what they preach here in California. Yes. Well, and that was my California friend with me and I have to say I was, I was blessed to have someone who knew what to do with me because it made it a lot easier. I do want to point out that down on the waterfront in Wellington, there are still several buildings closed. There are many government departments where people have not been allowed to go back to work. So even though things are quiet, you are going to see the costs of this, just build and build and build into the billions because even from just two minutes worth of shaking, the damage it does, even though I was fortunate enough in my house not to have suffered any, was really significant and tremendous. So, yeah, it can be, it can displace you, even if your home hasn't been hurt, you can find your out of a job in some cases, but certainly out of your workplace for weeks at a time. So hopefully this doesn't happen anytime soon down there in California, up there in California, I should say. Yeah, right, right, right. One last question here. Have you heard of any international aid that is being planned or that has maybe already arrived? You know, that's a very good question. I have not heard about that because from a human point of view, there's not a humanitarian disaster. We had two deaths and, you know, some displaced business people down in the Kaikoura region, not to say that they haven't responded. I know that the Red Cross has responded, but I think that's, you know, I don't know if that's been an international effort to raise funds or if they just did it within the country, but I think had it been more a humanitarian crisis, you would have seen more of that covered in the news, but there are probably, you know, NGOs and aid organizations operating that I'm, you know, that are international and so are using international funds, but no governments that I know have reached out because not necessary because of people, so that's good. And that's the good, that's the silver lining in this cloud, I think, the fact that nobody was really, really hurt other than the two folks who did die. Well, had it been, had it been during the work day in Wellington, you would have seen significant number of injuries because we had one stats building it as it's a ministry, an entire floor, pancake down onto the other. Wow. Wow. So, and I have a friend who works there, you know, so that could have been very significant. We were very fortunate that it happened at midnight. Absolutely. That's one of those things that you look back on and say, thank goodness. Pallas, it's so good to hear you and so good to see you. Thank you for taking the time to share your experiences and giving us sort of a first person account. The old Pallas Hoopay reporter is coming out of you and it's great to have you. Pallas Cotter, thank you so much. And we want to let everybody know that if you want to learn more about this, we'll have more information at oesnews.com and call oes.ca.gov. Pallas, thank you and say hi to your family for us and be well. Thank you, Sean, and keep up the good work you all do at OES. Thanks, we'll do.


Three pastors and one member of the United Methodist Church in Nigeria have been accused of spying on the premises of the State Police Command and spreading the photos to foreign partners. In a brief hearing of the Justice Mahmood Mohamed National Industrial Magistrate Court, Jalingo, Magistrate Batlamu Kegama ordered that the accused be remanded in the National Correctional Center until Thursday 24th of June to allow for thorough investigation before judgment. The judge refused the accused's bill stating that the court would like to study the content of the case because of its sensitivity since it borders on state security. Three of our pastors are in prison and one layperson, four of them. In the United Methodist Church nobody has the right. We have our Constitution in the United Methodist Church that every clergy that has fallen short or have done something wrong need to be called to order based on the Constitution of the Church. We are not allowed to go to court but you know sometimes people use powers, they abuse powers because they are in charge and because of the power that they have they use their leadership to torment, to victimize and also to cause a lot of trauma in the family of those who are serving in the vineyard of them. Since the case was brought to the police and the allegation to say that the pastors have taken some buildings, snapshots of some buildings and that could be that is the offence. But to me what I would love to say here is that something that is very much public is a public building and of course that which you can find on the net and around the wall and why should that be an issue in this very case? Why should that be an issue in this very case? The simplest way out to solve this problem is from the bishop. The United Methodist Church bishop, since from all indications from the beginning of these issues he has been the one that has caused the issue and he is also responsible for calling other ways to make sure that the problem is solved by himself because bishop himself is a court as far as United Methodist Church constitution is concerned. Bishop is a court. If there are any classes within the church premises, bishop is responsible to make sure that those classes are well settled within the premises of the church. It should be noted that the spying of the police vicinity contraband the mission of official secret act which state that any person who for a purpose prejudicial to the security of Nigeria enters or in the vicinity or inspect a protected place or photographs, sketches or in any other manner whatsoever makes a record of the description or of any tweeted in a protected place commit an offense and liable to punishment.


Since there is no ego apart from our own mind, that even when you start to pick up so-called negativity or whatever, still the lesson is our own lesson. The more we're able to recognize the ego, you just are able to say, ah, it's the imposter. And little by little, that's why you can be defenseless literally anywhere. Because you don't start to think of the negativity as somehow being outside you, of people, you know, thinking things about you or doing things about you. You recognize that it's just the ego is the ego. And when you start to recognize the content of the ego, and that it's not true, you know, it's not created by God, then that helps get a real detachment.  The more, I think when we go as a spirit, the more and more you start to see that the unreality of those thoughts. That way the mind starts to detach from them, and therefore the guilt leads. Because it's only the mind's investment that these are real thoughts. The mind gets so invested in these thoughts as being real that that's where the guilt comes from. It's one thing, for example, to say, boy, am I invested in this body? And boy, am I invested in my house and my car and the form things around me, you know? But when you think about it, how invested at those private thoughts that seem to be just whirling through there, that seem to be like a private world in there, you know? That here comes the course along, and it's saying, you know, there aren't private thoughts, there aren't private minds. That every thought you have goes into the constellation of the whole sunship. And that's why it's so important to discern between these thoughts is to let go of the false thoughts. Because you literally release the entire sunship, and you're able to do that. It's a full-time job to keep track of your own state of mind and your own emotions, you know? Not alone with everybody else. Yeah, it really is. It's just a full-time job. It's literally, that's the belief in the mind, that the mind doesn't believe that it's worthy enough to watch the mind that closely. So what you're saying is like, when you see me or I would see someone in that terrible state like that, it's our own lesson. Yeah, first of all is how do I feel about it? Am I really at peace? Or am I starting to, like we talked earlier, get pulled in or buy in? Because the first thing is to come back to a center-peaceful place. And then from that peaceful place, that place of relaxation, there may be a behavioral component to the miracle. The main thing is to be miracle-minded or to be in your right mind, to be free of the fear in whatever form. And then, from that place, there may be, in other words, the spirit may work through you. It may just be a smile. I mean, it may be metaphysically that they can't hear some of these ideas that we're talking about. Or it could be just a smile. Or it could be a pat on the back or a hug. But in any event, or it could even be a word or two of encouragement, but the spirit will automatically, when we step aside, will come through us. And it will be the most natural, comfortable thing. You know, it will just be like an out-picture or a flowing through. But our main responsibility is to just be absolved of fear, to be in our right mind. In other words, miracles can't be worked through us while we're in a state of fear. Right. And, you know, it was hard for me. You know, I just wanted to say a couple simple things. And then, part of me wanted to, like, move into judgment, which is real hard for me. You know, a lot of times, especially when I'm dealing with something that I was, you know, caught up in, you know. Yeah, actually, right? Yeah, that's just the Catholic issue. Speaking of that a little bit deeper too. Like, for instance, even the Catholic idea, you know, that Beverly was in the convent for nine years. And a lot of times when I go around, people will say, you know, oh, boy, I'm a recovering Catholic and I've gone, this is a heavy ingrained in this and that, as if, you know, it's like, and it's all Jesus' stuff and I've got it on there in this and that. But I think for me, the pulpit being there, I guess, is, you know, kind of like, you know. Next month, in the sense that, you know, is we travel around in a semi-course, because they'll tell me the Catholic horror stories, even with nuns hitting them over, you know, the fingers in this and that. But remember what the Course does, Jesus simplifies it all, and he says basically, you know, it's the ego thought that the way that Jesus describes it is, you're a mind, and when you believe in the belief in separation, you have a lot of guilt in the mind. And therefore, if we just take it from that level, forgetting about upbringing and background, we'll leave the world out of it for a second. We'll just talk about, like, the mind. The mind that believes it's guilty, you know, that's the problem. And therefore, it will automatically cause forthwitnesses from the world that will reinforce the guilt that is already believing it. In other words, no one comes to this world like a blank slate. A lot of times, it sounds kind of romantic, the idea of little kids coming in and they've got just two little eyes, and they have done nothing wrong, and then the parents and the society and the world messes them up. And Jesus is kind of going, no, no, no, no. It's not that at all. And then the child would be a victim of the environment and the parents and the upbringing and the Catholic Church or whatever. And we're still back into that victimhood. Jesus is saying that the mind that believes in separation and feels guilty will cause forthwitnesses. It may seem to be I'm a person in the world and I'm confined in Catholicism, or maybe I'm abused as a child, or neglected, or maybe I grew up in an orphanage, or maybe it could be one of many things. But basically, the mind will call forth and interpret what it sees as limiting it. Like people say, I can't stand all this stuff in the Catholic religion about sacrifice. The ego is the belief in sacrifice. The Catholic Church, so to speak, in all of the experiences that happened in there, were just the witnesses to what's already in the mind. The mind has to believe in sacrifice before it can see sacrifice in the world. So you can see where what we're doing is like, people will say, but I've come a long way. I used to be in the Catholic Church and then I kind of moved over to Unity, and now I'm in the Course in Miracles and this and that, and I've gone from believing in the vengeful God to not get everybody to, I've come to the realization that God is love. They go home and, you know, oh have we come to the realization that God is love? Do you see how the mind can do a little mind game? That's what I'm saying, you know, it's being raised and not feeling the same way, and yet I don't want to be into Catholic bashing. That's what you want, I mean. That's what the ego would like to turn off on the Catholic Church somehow, or the Catholic nuns or something or other, and you can see the stay at the Lord thing, you can see the backwards thinking again, because if it was the Catholic Church that taught me these beliefs that are giving me so much problem now, then the Catholic Church would be either victimized or they would be either one. Of course it says that, you know, the Catholic Church taught me what I wanted to teach me, better way of saying it, you know, that from a mind level, if I believe in guilt then I'll perceive that the world is teaching me, my parents, the Catholic Church or whatever, what I wanted to teach me.   You're plugged into a fear-based autism and you have a lot of guilt, but your guilt is not real.  You don't have any real reason to feel guilt. Guilt is not justified.  You know, you just come to a point where you can't accept total responsibility for the ego at that point, without trying to project the blame for it anywhere else. And you bring it all the way back to, I made this thing, and it is this that I have done and it is this that I would undo. Then the Holy Spirit, when you bring the cause back to the mind, then the Holy Spirit will shine it away. But it doesn't get shown away when it gets projected. That's how it kind of stays reinforced. Good news. Maybe you can say a little bit about backward forward thought. I know we mentioned it either yesterday or last night or this morning, but I think that's real helpful. We started to get into it.   In other words, that in heaven cause and effect are simultaneous. The Father and the Son are one. They sing a song of eternal joy and gratefulness to one another. Even though, you know, you may say one is the Father and one is the Son, it's like they're just one. They're so mixed in together because they're one of one will. That there's really no point where the Son leaves off and the Father begins. But to the ego's way of thinking, when the belief of separation is taken seriously, cause and effect get split off and turned around. So in other words, split off from heaven. You know, like heaven now is not in the picture.  And the world in the ego system is seen as causative. But that's why it seems like all the events that happen in the world have the power to take our peace of mind away. Somebody seems to cut us off in the highway or somebody seems to steal something from us or leave us or, you know, say something to us that we don't like or, you know, say one thing and do another or whatever. The cause has always seemed to be on the script or on the screen. And basically how this happens if we get to the metaphysics is that the mind believes it's separated and that started the secret dream. And this is the unconscious. This is the secret dream that we have going on that the mind believes is terribly guilty for separating from God. But that's too horrifying so that gets jammed down. And now the dreaming of the world comes, which is basically the world comes from the secret dream. But the dreaming of the world is like the way that the mind tries to, it's like a giant smoke screen or a giant hiding distracted device that keeps the mind distracted away from this very, very deep feelings of unworthiness and guilt of separating from God. So the mind gets distracted. But the only thing about this dream is that now it seems like the mind believes it's in the dream. It's a little dream figure. And it believes that it's a mercy of all these things that are happening. So once again, cause and effect has been split off and turned around. So in other words, this is the first part of the secret dream in the mind, which it doesn't want to see. And then the second part is the surface level in which things seem to be happening to me completely without my will, without me having anything to do with it. You might hear teenage children say, I didn't ask to be born into this world, you know. Finally with an angry, quiet parent. Yes, it's got like to the parents. I didn't ask for any of this, you know. Or, you know, you can say it about family. You know, why was I born into that family? You know, if I had my choice, I would have picked another family or that school or that Catholic church or why in this country?  But basically the underlying thing is I didn't ask for this. Like, hey, I didn't ask to be here. I didn't ask for to be mistreated by my parents in that case. I didn't ask to be abused here. I didn't ask for when I was in the seventh grade and my teacher embarrassed me by making me put my nose in the chalk hole on the board.  I was humiliating. I was disgusting. That the dream world basically, it seems like all these events happened to me and I had no say. And the mind is just completely forgotten that the whole dream world was made off of this, the underpinnings of the dream world or off of this guilt that's very deep within the mind. So that's why it's important to start to pull back from all of this distraction to the busyness and to go within and to get in touch with the beliefs that are holding up this dream world.  Jesus is kind of saying, don't get too caught up in how nice the, you know, the backdrop looks. You've got to come around behind and get to the supports. And literally when you, if we look at these supports, we'll take the supports down. The world will, you know, will not seem to be so big and horrible. It'll just seem to be what it is. So that these underpinnings literally make the world and at no point trying to change the backdrop. But there is, it is important to change the thought that are the underpinnings.


In this episode, we'll be talking about the changing relationship people have with products and services. We'll talk about how product design and service design relate to each other. And we'll also talk about what you must know as a service designer moving forward. And here is the guest of this episode. Hi, I'm Mark and this is the Service Design Show. Hi guys, my name is Mark Fontijn and welcome to a new episode of the Service Design Show. This show is all about helping you to create more human-centered services. And we know that this is important but also can be a bit of a struggle sometimes. So on the show we talk about topics ranging from design thinking and customer experience to organizational change and creative leadership. If these are the things you're interested in, know that we bring a fresh new episode every two weeks. If you don't want to miss anything, click that subscribe button. And if you want to show your support, click that like button or leave a short comment. It lets me know that the things we do here are appreciated by people like you. My guest in this episode is Mark Wilson. Mark is a chief creative and co-founder of Argo Design and he worked for Frog Design for over 20 years helping them to grow to the company it is today. In the next 20 minutes or so we'll be talking about topics like the changing relationship people have with products and services. We'll talk about how service design relates to product design these days and we'll also talk about what you need to know as a service designer moving forward. If you want to fast forward to one of these topics, check out the episode guide down below in the description or just stick around and enjoy the whole episode. And in case you'd like to listen to a podcast version of this episode head over to servicedesignshow.com slash podcast where you'll find this episode and all the previous ones. For now, let's jump right in. Welcome to the show, Mark. Hey, good morning. Yeah, it's afternoon here in the Netherlands but it's morning in Austin, right? Yeah, good morning, good day, good night, wherever you might be. Mark, you have an awesome background. It's the Argo studio you're in right now, right? That's right. Yeah, you can see the studio behind me. Yeah, people listening to the podcast should really check out the video too. So Mark, really curious and I asked this to all the guests who appear on the show do you remember the first time that you actually got in touch with service design with the term? Oh yeah, for me pretty late in my career, frankly, because as a product designer we tended to frame everything in terms of the overall experience design problem. And I started my career back in the early 90s and really engaged product design, I'd say formally outside of more of just being a designer who will do anything to get work. I'd say around 1994 I started working with frog design and we through those early years were really just trying to figure out all of the tenets of a broader landscape of experience design. In other words, it wasn't merely going to be industrial design and branding but the overall definition of a product experience that someone would have. And of course as that grew up and as more of that problem became software we would encounter the notion of services and eventually we encountered a few folks who called themselves service designers. You're what? What do you do? And I remember my initial questions like, so what do you make if you're a service designer? It's a really fascinating thing to hear about and more than anything I think it was a real sign that some of the greater push points are factors to design. We're moving from the definition of an artifact to the definition of sort of process of engagement to the experience touch point. None of these things were going to be completely concrete anymore. And of course we've seen what technology's done to the overall world of product design and so service design has become a really critical component and it's also I think from my perspective deeply integrated to the notion of experience design. I still have a hard time thinking of it too discreetly. I guess that will be a central topic in what we're going to talk about. So let's just jump right into the topics you handed me and let's see what this show this episode has. And the first topic is called Relationships with Products and Services. What's the question? All right. Relationships with products and services for 20. I think the question is really what is changing about our relationships with products and services given particularly what's going on with technology. How technology is developed to change those relationships that we have. And I think in general I'd sum it up first in the most simplest terms as we have long had relationships with the products around us as a very static theme. These products we would engage more or less as tools. Something was designed to do what it did and it consistently did that. And to a lesser degree but still critically services were the same thing. You had a relationship with your bank and it was a very fixed relationship and the process for engaging them despite all the human niceties was a fairly limited concept. It knew about you what you let them know about you and so forth. But technology of course has changed that equation. First of all we could easily say that processes around services and products lived in different worlds. Maybe services would engage a product but you really didn't engage services and products in a single design problem. Technology really started forcing the two to work together. We've long since started talking about that in terms of overall consumer experiences or experience design of course. Today when I think about a product, a modern product, a technologically driven product, applications in particular I think of them really as services with affordances. We look at a lot of applications through the flow that they are experienced in and the net effect is not a concrete thing or a tool but a dynamic involved service. In that sense the world's sort of completely changed from that old view of you buy a thing and it does what it does to these products and quote slash services that are integrated and dynamic. They learn about us and they continually evolve to become something more and more valuable to us. I was thinking about this topic before the show and the question that really came to my mind is the relationship with products and services is changing but how do we use design to actually create more meaningful relationships because I think that's one of the biggest challenges at this moment. We're meaningful relationships. We're struggling right now to make sense of this shift. It's pretty easy to design a toaster when the meaning of a toaster is pretty well defined. It's pretty easy to design the ideal way to serve someone ice cream in an ice cream store so a nice sort of simple example of service or take like renting a car that's a great example of a service design. What does it take to go rent someone's car? But if you look at technology and what it's done it has and so what does it take to do a good job? You really have to understand the not only the technical framework and therefore what's possible in rethinking that. You can continue to do it the way it's always done like continue to rent cars the way they've always been rented but look at what zip car is. Look at what Audi's silver car service is or some of the other services that allow you to actually rent someone's personal automobile off the street. Those are completely leveraged off of a new technical framework the fact that a person can use their car dynamically and that there's enough data that's real-time and available to the application that allows us to understand is that car available. Something normally kind of built into the service framework has now become a technical framework. So to me what does it take to understand and design now is the affordances that we would normally think is static really dynamic components things we would normally train human beings in a service designed to solve for that would be normally back office operations maybe in something like a classical like Hertz rent a car are now technological affordances that not only move the human aside which is kind of a scary proposition in some respects but they dynamically become part of that service. They also open the door to things you thought you couldn't do like rent a personal car rent someone's personally owned car. So the idea of the business itself becomes a design component. We normally you know I grew up in the early 90s there was a sense of a real dynamism and design around emerging businesses that were taking advantage of new kinds of devices but the whole idea of the whole business itself could be in question has really been a crazy phenomenon in the last ten years so to me a design problem today often entails how do you even want to conduct the business dot com introduced the idea of conducting a business for free with a customer and earning the business value in other ways so that's even part of the question how do you redeem value? What do you think because a lot of has changed within design the recent years what do you think is the or maybe there are more aspects of design that we are not utilizing enough or should utilize even more when actually building meaningful services and products on the technologies that exist today so what are the aspects of design that we should really cherish? Let's look at that like a spectrum there's two ends of the spectrum to me that really intrigued me or I think are sort of really critical one end of the spectrum is a still very humanistic passion we have for touch points for things so even when we talk about this very somewhat abstract notion of a service in the end the measurable parts of it are these touch points these moments where you're engaging in artifact and the qualities of the experience can be endowed through that artifact it can be expressed or sort of punctuated through a great thing right a nice moment a nice experience driven by that and so I think particularly today really thoughtful software design still and industrial design still is a critical leverage point no matter how abstract some of these services be data centric they become and Apple of course has taught us all over the last several years especially this sort of the steep jobs renaissance years you might call helped reinforce the idea that despite some of the abstractions we experience in this new data centric universe of products and services that touch points really beautiful things still matter elegant touch points elegant words right and the second thing and in that sense ownership and perception of those objects matter the second thing is it's more of an emerging factor but it's deadly serious right this moment which is the growing intelligence of these participating affordances what I mean by that untangle that complex statement is we have long thought of the objects around us and the processes around us is largely fixed but we're now getting the point where the processes itself can not only have you know let's say we could design a car rental process that would thoughtfully adjust to different factors but we designed those factors and we designed how it would adjust we're now getting the point where intelligence systems can auto adjust can auto invent the process itself the very it can fine tune the criteria for the adjustment of these things we're I'll give you a concrete example because all this gets kind of loosey-coosey as we talk about it we're working on a financial advisor engine with an AI company a great customer of ours cognitive scale now this financial advisor is at the core of basic service that helps a customer an investor work with an advisor right that service the advisors largely the interface for the service the advisor is giving advice on investments is heavily powered behind the scenes by an assistant intelligent assistant to that advisor that is rapid fire giving advice and so the second for example the second the customer asks a question the assistant fires off a handful of very strongly quantified ideas for the advisor to decide themselves they're not out of the equation how to react to they can ignore it or they could act on that advice and what it ends up doing is not only deeply empowering the advisor with information at their fingertips which is kind of a cliche but it is in a lot of ways almost beginning to overstep the advisor's own intelligence capacity to conceptualize and deliver support to that customer because this advisor's assistant is learning from everything the advisor does and it learns at what you call a much more perfect rate it's much much faster it can calculate and look sift through for example the entire history of a stock and we've got an example that we played out where a customer asks about a particular FBI raid with a customer you know something that you would think would be immediate like oh my god maybe we should sell that stock but the system was able to sift through and go well that actually happened ten years ago something might be generally forgotten and the stock did dip as it usually would in a situation like that but then it quickly rose because this investigation was one of many investigations that happened for a particular reason and therefore the advisor has a really kind of a non-intuitive point of intelligence something they could not have conceived of themselves that just completely changes the framework of this engagement so if we step back away from this we realize like designing for those kinds of interactions is fundamentally transformed by the fact that there's something in some way smarter than us in the process or more nimble than us and it's not like another person but it's more like a two year old that can memorize the entire telephone and spit it out anytime we need it and it learns from us and like I said it fundamentally changes the equation of what we're designing really like designing how do you best surface this little guy in our normal process? We're designing the context in which maybe things like these intelligence services can perform optimally maybe we're designing for AI Yes, you become kind of a backseat driver even though we still think of ourselves in the front seat and actually one of the most exciting design exercises right now is coming up with those interfaces and so I'll give you this example again we still have the sort of conceptually the dynamic and exchange going on between a human and a human the customer and the advisor and the assistant, the AI assistant is a third member of the conversation rapid fire offering ideas but it's still on the part of the advisor to ignore that so it's like the much smarter citizen sitting next to the doctor or the financial advisor or the concierge still having to communicate through the human being as the sort of final arbiter value in truth and that's an interesting dynamic that we haven't really played out to take the superior actor and put that in the front We're not ready for that yet I guess We're not Let's move on because we have more things to talk about and the second topic I guess it all blends into each other but it will give you the opportunity to maybe look at it from a second different perspective let's play the second round of Jeopardy and this question is about product design What is happening in the greater world of product design? I think we've touched on this a little bit but I think it's important that anyone who calls himself a service designer has a passion around service design or those who consider themselves a product designer realize that it is irrevocably compressed now to more of an industry that has to look across those what once were more discreet services capabilities and at the same time I think there's a kind of a verticalization that happens there is an emerging new concept of let's say like an industrial designer or software designer who is intentionally artifact centric who is intentionally saying I'm going to need to work with somebody who is experience focused I'm just going to work on the things but let's set that person aside that every industry verticalizes Those are like craftsmen who know how to work and it's great but it used to be the sum total of what it meant to be an industrial designer and now we have what remains of the generalist designer experience designer or product designer has to think in terms of the overall experience which is the transcends the artifacts and services to become something more holistic that is in a nutshell what is happening in the greater world of product design it means our vocabulary has greatly expanded it means the interplay of artifacts and the processes of engagement the services that are the cumulative effective of a customer engagement are part of the problem that is the sort of envelope that we solve for you can't do any one or any other right yeah sorry I think it doesn't even stop there and I think this is the part where we haven't yet even found to become sufficiently talented and that is in the depth of understanding of data and the capabilities of intelligent systems within this scenario as a designer I think we still feel our contribution as a dominant contribution to how to define the behavior of things and how to define the process and also a transaction of a service it is a human defined thing and in almost all of the experiences when I encounter designers they still think of it as once it's designed it is a done thing but data and intelligence artificial intelligence or computing intelligence of any form even the simpler forms invoke a certain dynamism to those designs that we have to ironically design for you have to create a set of abstractions to how something might come out for example you know I go back to my financial advisor the outcome of that encounter really depends on what not just how our interface that we design that goes between the advisor and the customer but how the artificial intelligence system contributes and it contributes in lots of different ways it contributes in ideas it contributes in observation and ongoing learnings like this work last time he doesn't like to calculate his transactions this way he likes to calculate them that way he prefers to trade in this manner his threshold of success is this referring to the customer it also actually provides the transaction assistance so it presents mechanically all the necessary forms and tables for engaging those problems so to me it's not just the integration problem but the learning to design with dynamism inherent in the process these external influences I guess that's really powerful and I understand what you mean that designers are used to actually seeing some form of maybe not even tangible but their result of the work being in an artifact or process but if these aren't the things not only the things we should be designing what's next or what's left you know if we can't design these fixed things dynamic systems how do we call them it's not that scary because for example I've been making journey maps for 20 years some form of what we now call an experience journey map the sort of ideal flow a customer should go through if everything works out and we would occasionally create these sort of branches and the branches would be well here's this option for the journey or here's what happens if they refuse to do this but those are more exceptions programmers have long understood how to create highly articulate logical diagrams for how an application might flow which has hundreds of forks they're far more directional forkings than flow they've also long understood how to define statefulness how to define branching in a very artful way that is software you know the nature of creating software and so as we design experiences I think we're going to migrate to more looking like a programmer not a programmer in code but a programmer in experience elements experience touchpoints in that it'll have far more forks far more logical potential states and driven by the sort of logic it fascinates me I have a bachelor's degree in software engineering so I sort of try to understand where I get it and it's like we need to make smaller chunks and make the ends and the beginnings of these chunks super flexible and highly I don't know communicative and in the world of software that's apis but you can define boundaries within software we've long done it take like a super nerdy example I want to render a button the earliest buttons I would render 1993 I'm doing an interface for compact computer but we would render buttons that would be rendered in photoshop and the label itself what the button said would be rendered in the context of that button so everything aspect of the button would be this fixed piece of art so the designer you might say had complete control over that experience element now move up to today the modern button a simple simple object is a definition of something where statefulness the width of the button even the potential size and the label are downwards into the software so it's hold dependent on context where it needs to render the style of the button might be dependent on what the state of the software is at the time all these things are dynamically assignable now in that simple object so we think about our flow designing flow today we're still kind of moving past that point flow is a very concrete thing to needing to learn how to design flow we're still with human boundaries like when I design the new button I can still say it's always going to be blue at the core and maybe it turns orange in this state so I have still human controls around it I can still artfully choose things like fonts and border even in that abstraction that it now exists in it's not lost to a humanistic cause there's a lot more factors that will weigh into it but we as designers still are responsible to build boundaries around ideas of acceptable interactions or desirable interactions there's just many more possible variables injected into that process and those variables aren't necessarily human driven variables they're externalities, largely software externalities that we now weigh in our thinking we're sharing the design responsibility you might say with system let's move on to the third or final topic let's move on to the third or final topic it's a really good topic because it's just a topic of moving forward what's your question that goes along with this one all right so with all of this you might say blowing up around us about the change going on right now how do we move forward to me it is the embrace of this dynamism the acceptance that dynamism isn't just in a few corners I pointed out an AI cognitive assistant for a financial advisor but understanding that's affecting how one orders a hamburger at McDonald's in fact I was in I think it was in Munich that I went to a McDonald's where I was using software that was driving it was a kiosk that I needed to make my order by the way it was a giant pain in the ass I didn't say it was initially a service design fail but I can't imagine the food ordering process being able to net out what people are ordering that day, what people order in that location I typically order into a much greater experience so it's not merely a passive recipient behind the counter saying what can I get you and me having to browse the totality of the menu into a future where it's a much more dynamic experience so me moving forward is people in our industry believing and understanding how encompassing this change is there is not a safe place for you as a practitioner and to embrace these new skills is absolutely necessary well talking about skills Mark what advice would you give people that want to need to know what new skills, what study would you do today first of all what new skills the answer is all of them I mean the capacity of human mind to learn things is limitless you just have to choose to now with that said the focal areas I would say really start to understand some at least the surface level art of data and data analytics and design with data and then learn to understand what's actually happening with AI, what is AI really about what are the modalities of AI for example there are systems that respond to queries and they are able to provide a better answer simply because they bring more factors to the table they can do things like quantify different answers against a whole set of variables that you don't normally apply to a question things about me, things about the moment, things about the state of the information available so that in a lot of ways you can just think that's super search there's also learning systems, systems that are observing and in the background deciding when to provide insights as delivered, insight is a concept an object if you learn about what an insight is is a almost semi-formal object it's not quite formalized yet but it is becoming so in the industry, the delivery of an insight is a mechanism and it's a mechanism you can employ if you're trying to design a medical system a financial advice system or food ordering at a place like McDonald's so these concepts these objects and the technical systems below them are asking you to become a programmer but as a designer understanding these technical notions becomes deeply empowering it's like knowing the characteristics of data and AI as the new design material yeah, look ten years ago I used to nag my studio full of designers to understand the GDIs of the major operating systems to understand what a standard approach for a dialogue box was for macOS versus Windows the fact that OK and cancel are on opposite sides on those two platforms and things have normalized by the way and now we have iOS which has a whole other set of standards and Android which has another set of standards and designers now get that they have to understand materials, draft angle different manufacturing processes things like that that affect their choices to me if you're going to be a competent service designer you have to understand these technical aspects and they will in five years feel a lot more ordinary so this is just a beach head calling like that's why we're doing this show that glimps into the future Mark, so sort of wrapping up and I know you didn't prepare for this question but I'm sure you have one and this is your opportunity to ask the people who are listening or viewing this episode a question what would you like to ask us yeah I'd like to understand what most service designers are spending their time doing and given that you know it's really a two-parter how many of you feel truly integrated with the greater sphere product design versus successfully operating as independent service designers I'd love to understand that you know for me my perspective of service design comes from the world of product designers so I would like to know how many of you have heard of the Hamer's sea nails and I think my perspective is well informed but still I'd love to understand how other people see the world awesome post your comments in the comments Mark it's time to sort of wrap this episode up so thank you for your time thanks, yeah it's fine we've just discussed in this episode let us know share your thoughts and ideas in the comments and remember more people like you are watching these episodes in your comment might just be the thing they need for the next meaningful breakthrough if you want to learn more check out some of the past episodes or head over to learn.servicedesignshow.com where you'll find courses by leading service design experts that dig deeper into the topics we discussed here on the show I'll see you in two weeks time with a fresh new episode thanks for watching and see you then


Hello and welcome to NewsClick. Nothing drives us more than standing in solidarity with the people's movements. Our teams are on the ground, covering these movements extensively and hoping to bring out a change. In this segment of V-Protest, we bring you a roundup of various movements and protests which have taken place in the past few weeks. More than 1 lakh-metre de mill workers in Karnataka had staged a one-day protest across the state. They are demanding a fixed minimum wage, also a permanent job and enrolment in the Providence Fund schemes. The central government is continuously moving towards privatisation of PSLs. The PSL employees protested against the same. The demand that this bid to privatisation gets an end and also the demand to pay revision, which they have not got in the last one decade. Thousands of teachers of Delhi University have been protesting since last one month on different issues. These issues include faulty appointments in law faculty and faculty of education, 70-30% cost criteria of UGC and 7th pay revision. Teachers are demanding that these ad hoc teachers were on verge of losing their jobs. They be made permanent. The 70-30% criteria be rolled back and also the 7th pay revision be revised once again so that they can get their due share. Another institution which has seen massive resistance is Jawaharlal University. The teachers and students of JNU have been fighting against the compulsory attendance criteria imposed by the Vice Chancellor. The teachers claim that this attack on ethos of JNU and also JNU doesn't have the administrative staff to implement this policy. While on one hand these protests were continuously going on, there also have been some victories. The High Court of Hyderabad has accepted petition of 52 employees of Verizon who had lost their jobs. The forum for IT professionals have been fighting for them continuously. That's all for this segment of V-Protest. To know detailed reports about these movements and protests, please follow our website and go to our Facebook page. And please feel free to join any of these movements you can relate to. Thank you.


I feel like this one might not be too bad. Today's video, we are going to be stepping away a little bit from our traditional flat jigsaw puzzles and kind of taking a little trip back into the realms of 3D puzzling and to France. Hit that like button if you're a fan of 3D puzzles and let me know down below what sets have you completed and what other brands have you tried. And this 3D puzzle is of Notre Dame. It is 128 pieces and it is 14 by 7 by 9.4 inches when it's completed and this puzzle was also sent to me by the company Cubic Fund and this is from their National Geographic series. The back of the box does provide you a little quick snippet of what the assembly steps are like and some other products from this series. I kind of feel like with this puzzle, now where I kind of have a taste of the experience with my first one, I feel like this one might not be too bad. Now like my Neuschfenstein castle set, this Notre Dame model does come with a book. It does not require tools and there's no gluing and it does actually give you an average completion time for this set. So that'll be interesting. I kind of want to compare my actual time to this and see if it's correct. Now one of the reasons why I chose the Notre Dame Paris set was because well for one, I would love to go to Paris and a big highlight for me would be to see Notre Dame and of course you know it's gonna give me some kind of Disney vibe because you know the hunchback of Notre Dame movie from Disney and of course I gotta give kudos to the original novel by Victor Hugo, which if you haven't read that book, you need to read that book. It's absolutely amazing. But anyways, this building is absolutely beautiful. I mean just look at this architecture. I think this model is gonna look fantastic but I mean I can only imagine what the actual building must look like. I would just totally plan to sit inside for hours with a cup of coffee you know as long as drinks are allowed and just take it all in. Definitely a bucket list item for me. Now in terms of completion process for this set, now that I kind of have that prior experience with my Neuschwanstein castle set, I kind of feel like this is not gonna feel as intimidating and really it shouldn't because I believe this has less pieces than that set. I don't know why but I kind of feel like this model is gonna have a lot of little tiny pieces but the initial setup of it itself looks a little bit more straightforward and this one does not have LED lights so that's like kind of a whole step that I don't need to kind of stress and worry about. Even though it looked fantastic on the castle but you know I don't mind having a little break from that and kind of just focusing on the whole process of bending and folding and putting these pieces together. I'm gonna be honest as challenging as it was and really it was only a challenge because it was my first time ever doing it. Completing that castle was so exciting and kind of fulfilling and because you know I achieved something that I've never done before and it was a lot of fun at the same time and to be honest the cubic fun sets was a great quality so I'm really feeling good about this one. I think it's gonna be okay. If you've never tried products from cubic fun or if you want to pick up more sets I'm gonna leave their link down below to their store and also a promo code so you can get a discount on your next purchase. You know I don't feel like I have anything more to say aside from the fact that we just need to open this up and get started because I can't wait to get a little taste of what it's gonna feel like to actually walk in this building. So let's get started. All right let's open this one up. We got some tape on the side here so let's get that out. I can't find my scissors so this will have to do. All right let's see what we've got here. Huh the box opens up a little differently than noise fence time but that's all right. It'll seal up nicely when we're all done. We have here looks to be some tape. I guess we'll figure that out when we get to that right. All right and here is our booklet. Oh one of our booklets. This is the assembly booklet here. Yep there we go. All right so this looks to be the double-sided adhesive tape so we gotta make sure we don't lose that in the process but it looks like we're gonna be using that right away because that's basically the second page to our setup and everything just looks to be exactly just the way our first 3D set was. We're just adding double-sided tape to this one so that'll be interesting. At least we don't have to worry about lighting right? Which wasn't too hard anyways but it'll be nice to just focus on the actual build. That's the instruction booklet. We'll keep that on the side and the set also includes a National Geographic photography booklet. Oh wow check this out guys. This is beautiful. We got beautiful images of the outside and inside of Notre Dame as well as Eiffel Tower. Basically the big landmarks in France. This is a beautiful booklet. That's a nice little touch that they add into this. Wow keep that on the slide as well and here you have your puzzle pieces. So let's open this up. All right so we have our pieces on foam boards just like before. Everything has a number on the actual piece as well as on the side here so in case you mismatch your pieces you have the number but that's only for the bigger pieces. The smaller ones don't tend to have them so just be careful with that and make sure you keep note of the smaller pieces and what their numbers are. So yeah basically the same setup as before. Oh and then here we have our... I can't tell if this is stickers or what. They're not really peeling but I guess we'll find out won't we? We gotta get the puzzle started to finally figure that out. Now one thing that I have noticed now that I've looked through all these sheets is that this particular set does not include the hole puncher like Neuschwenstein did and I'm sure I still have it in the box because you need it to kind of push out these little bits that come out so that you can connect the pieces together. I mean you could really use anything for that maybe a set of tweezers or a bobby pin or something like that something thin to just kind of push the pieces out. You could use your nail too or the tip of your finger but the hole puncher that they provided in the last set was much easier to use but anyways we'll get through it. It's not a big deal.  This may be what you need the double-sided tape for but we'll see when we get there. Alright we have everything in place. We are all set. Now let's get started. Now I'm gonna go over a few tips that I kind of came up with during my first 3D puzzle review. One of the most important things I realized while 3D puzzling is that you really have to stay organized. I really wouldn't recommend starting out by punching out every single piece out of all the foam boards. You really should just start on page 1 in your instruction booklet, punch out exactly what you need from that page, then punch out all the little holes within the pieces, assemble, and then move on to the next page. And I know this may seem pretty obvious but really if you scroll through the other pages it does look like you can kind of complete certain areas whenever you want during the process. But again it is really important to stay organized. If you have everything punched out you're gonna end up with the pile of garbage on one side and these kind of puzzles really do produce quite a bit of garbage. And then on the other side you're gonna have all your pieces in a pile and we're talking about 128 pieces here for this particular set. And remember most of the smaller pieces are not actually numbered so you don't want to lose track of anything or even end up with a small piece in the garbage pile by accident. Just follow each page into completion in order and then continue to the next page because obviously the sections are all gonna end up connecting to each other anyways but the instructions are laid out in a way so that it is much easier to do. So take it slow and enjoy the process. Well guess what I damaged the first piece because I went into beast mode and I got hasty. I was able to repair it with tape but that was annoying. Now with this set you have to use the double sided tape that they provide you and that is to attach the paper print of the windows onto the actual foam piece. And honestly this process was a bit challenging and a little frustrating at times. First you would have to cut up the double sided tape into little itty bitty pieces at times, place it on the foam board piece, peel the paper side of the tape off the foam board and then line up the paper print of the windows onto the foam board piece as best as you can. And honestly it was it was a bit tedious at times. Now honestly I didn't really care for this step in the beginning but I got more in the hang of it later on as I went through the completion process. You really have to be patient with this step. Now as I thought earlier this set did not provide a hill puncher and of course I thought I still had my last one but I must have lost it or threw it out at some point so I kind of had to improvise and ended up using the end of a safety pin. But if you use something like this please do make sure it's closed because you know you don't want any accidents in the process but obviously I'm sure you can come up with a much safer idea than I did like a small paper clip or something. I just pulled whatever I had close by to me at the time. So again some areas did damage my fault but there were some foam board pieces that didn't sit properly or kind of had an issue locking in at times. And if I remember correctly I think I had this issue mostly with the flying buttresses which wasn't a huge deal. For the damaged areas I kind of just added a little tape just to kind of secure it in place and it still looked good in the end. In a way I kind of feel like the foam board itself could be a little bit thicker to kind of avoid any damage or bending in the wrong places. You know for people like me who tend to go into beast mode because they get too excited to start and finish a puzzle. But yeah just just be gentle. Now I know I did mention before that there were some areas that did not sit properly or lock in place but really it was only like three or four pieces where that occurred. Honestly 3D puzzles do give a satisfying pop snapping sound as it locks into place. That's when you know when everything just lines up and sets in properly. Just check out this sound real quick. Now that is good stuff. Now overall this puzzle experience was pretty simple and I think mainly that was because it was my second time completing a 3D puzzle. Aside from having to work with the double sided tape it really was a much smoother easier process in terms of folding and bending the actual foam pieces compared to my first 3D puzzle. And in regards to the double sided tape I see why they kind of use the paper print of the windows because it does kind of give it a little more dimension when you look at it. And that extra process is pretty much an extra challenge or step that this set gives you instead of just having to pop holes and pieces out of the foam board the whole time.  It's something else to do. You don't have the LEDs in this one so it's kind of like an extra step to kind of spice up the whole process and the experience. Now the print on the foam board and the paper print of the windows is very clear and it's excellent. Especially the paper print of the windows it really gives you that pop of color for the stained glass. And overall in regards to the actual foam board pieces you can really see the details in the structure. It looks great. This 3D puzzle took me about three and a half hours to complete. And I actually did this in one sitting which was a huge first for me. And I feel like the most time consuming thing was the cutting and pasting of the double sided tape and the windows because I wanted to make sure that the windows lined up almost perfectly but you don't have to go that crazy with it. But anyways I feel like if you're new to 3D puzzling and you're searching for a quick and easy set this Notre Dame model from Cubicfun is a great way to kickstart your 3D puzzling journey. The assembly is pretty straightforward and although I feel like the foam board could be a little thicker the overall quality is really good. Just don't be a beast folding the pieces so that you don't damage them like me. Just take your time and enjoy the process. Well now it's finally time for me to enter this beautiful medieval work of art and take it all in while sipping some coffee. In my dreams of course. This really is a great representation of Notre Dame and Cubicfun really took the time to make sure they produced an accurate model of this great structure that resides in the busy old streets of Paris. Hmm as I admire this it really does make me look forward to visiting this piece of history one day. It'll happen and when it does I'll share a picture with you all. Anyways guys be sure to subscribe if you're new here and want to follow me on my next puzzle adventure. Hopefully I can inspire you to try different types of puzzles and brands and even try out a few different tips and tricks for your completion process. Well I hope all is going well with you and I will see you in the next one.


Welcome to nursing school explain and this video in the assessment series about auscultating the heart. Let's first review the heart anatomy so that we can get a better understanding of how it really relates to the physical assessment. So if we look at the heart here we have the four chambers and between the right atrium and the right ventricle we have the tricuspid valve then from the right ventricle to the lungs is the opening of the pulmonic valve when the blood returns from the lungs into the left atrium it flows through the mitral valve into the left ventricle and then to the body through the aortic valve and these valves here are color coded so that we know how that applies when we actually listen and a few certain things that are important to know when you're auscultating the patient's heart we want to use the bell of our set of scopes so make sure that you know how to use that because there are a variety of set of scopes out there and so you need to know how to use your set of scopes to be able to access the bell of it and then it is also very important to know the landmark so that you then can assess for the landmarks in the correct locations. So first we have the sternum the intercostal spaces which is basically the space in between the ribs and intercostal the clavicle which is the collarbone the mid clavicular line which is right at the center of the clavicle and then you can just follow it down and then also we have the mid axillary line which is the axilla the armpit and goes down in the straight line here and so then how does this relate to our patient so here we have our patient he is smiling and in the middle here we have his or her sternum and then we have our aortic valve here on the right side and the landmark here is the second intercostal space at the right sternum border now you might wonder you say well the aortic valve is actually down here in the patients in the coming out of the left ventricle why is it here at second intercostal space that's up quite high in the patient's chest basically where we listen for the hard sounds is where they are best heard whether the sound of the opening and the closing of these valves is best projected so it does not necessarily relate to the anatomical landmarks you're going to have to memorize where you find these landmarks to place your stethoscopes so that you can assess the hard valves correctly so again aortic valve second intercostal space at the right sternum border and then remember that the heart sits in the chest cavity more on the left side so everything else is going to be assessed on the patient's left side so that a pulmonic valve is at the second intercostal space at the left sternum border so right here at the sternum and one thing that I always see students getting confused is to find that first or second intercostal space which is also why we need to know what the clavicle is because many times the first rib actually lies underneath the clavicle so then we'll have the clavicle on the first rib kind of like in that same spot and then the second intercostal space so how to find the second rib and then find that soft spot the rib area in between and then we have here herbs point is third intercostal space at the left sternum border and you might wonder what is the significance of herbs point because it doesn't really relate to a heart valve herbs point is the point where S1 and S2 are just heard the best in the whole chest cavity and if you recall if you've ever been to a physical exam or if somebody has ever listened to your heart a physician a cardiologist any kind of provider they usually put your stethoscope right on the left side on in that third in the costal space and that is herbs point because if it's not necessary to listen to all the different cardiac landmarks this is where we can hear S1 and listen for regularity and rhythm best now then moving down we're still at that left sternum border at the fourth in the costal space now we have the tricuspid valve then we can hear it there and then for our mitral valve it's at the fifth in the costal space but now it's not the sternum border anymore now we move it over to that mid clavicular line so now we need to find the patients clavicle which usually connects to the sternum and then the acromion of the shoulder right here and find that mid clavicular line so in the middle of the clavicle and find it at that fifth in the costal space and the mitral valve is also called the point of maximum impulse as well as the apical pulse so the point of maximum impulse is where the left ventricle is located the apex of the heart since hence apical pulse and sometimes you can actually palpate the point of maximum impulse some patients is just not possible it depends on their physical makeup sometimes if there's breast tissue in the way or if there's a lot of adipose tissue it might be very difficult but if the patient is thin many times you can actually access or assess and palpate their point of maximum impulse and then what we actually do listen for is s1 and s2 which is the closure of the semi-lunar and atrial ventricular valves and we want them to be regular and we also want there to be no extra heart sounds extra swishing sounds and those would be considered s3 and s4 and that goes a little bit beyond this video so we're listening just for the closure which for that love dub love dub love dub and depending on what site you listen for or you listen at what landmark you are at it will depend on if the love or the dub is louder and you might it might sound like a love dub or then love dub it might just be a little bit different and the more you get exposed to it the better you'll get at identifying that what we are not expecting to hear is a hard murmur which is a swishing sound and that usually means that the heart valves either don't open completely or they don't close completely which then would be in valve stenosis or regurgitation and I go a little bit over the explanation in different video into that and the other thing we're listening to is rhythm and regularities so we want to have a nice regular heartbeat because then we know the heart chambers are synchronized and they are working together with the contraction the way it's supposed to be and so we want we want to really listen take some time to listen especially if you're just starting out in nursing school so that you can actually determine is the rate regular or irregular if you're detecting that it is irregular so if it sounds something like love dub love dub love the dub love the dub love the dub dub something like that or the space sound more then it is very important to listen for one full minute to determine the patient's actual heart rate because if we only listen to an irregular heartbeat for 15 seconds and multiply it by 4 or for 30 seconds and multiply it by 2 we might not get that correct heart rate because in the first 30 seconds the heart rate might be faster and in the 32nd the second 30 seconds it might be a little bit slower so if you detect that it's irregular or even if you're not sure just take your time and listen for a full minute so that you actually know what the patient's heart rate is and that is done at the apical pulse site which is also that PMI and the mitral valve location at that fifth intercostal space at the mid-clavicular line so thank you for watching this video on auscultating the patient's heart remember that the anatomical location does not correspond to the landmarks that we use when we listen to the patient's heart remember to listen for S1 and S2 rhythm and regularity as well as those anatomic landmarks and to use the bell so that you can hear the heart sounds the best thanks so much for watching this video please give me the thumbs up if you enjoyed it also watch the other videos in the assessment series that will help you become better in assessing your patient and caring for them in the best way possible thanks for watching nursing school explained see you soon


Dear students, in this module, we are going to discuss environment as sociological issue. Environment is not just a scientific or technological issue, but a social issue with significant implications on different human societies. We can see around us that how societies are interacting with the environment, how certain societies are more concerned about the environment and how certain societies are contributing more into the environmental degradation. So sociological perspectives provide a very unique, a very up to the up to mark and different framework for analyzing the social, economic and political factors that contribute to different environmental problems. So let us discuss some key sociological issues currently under the academic discussion. Number one is human-environment interactions, how human beings are interacting with the environment and what are the consequences of that interaction. So society's relationship with the environment is a two-way interaction. It is not that the human beings are merely affecting from the one side and on the other side the environment is just the recipient. Environment is also counteractively producing the consequences. So while there are certain activities, practices and policies significantly have an impact on the environment. For example, the brick industry in Pakistan heavily contributes to the air pollution due to the burning of coal and affecting both the local as well as global environment. And at the same time, this environmental pollution is also producing a dire consequences on the health of the population surrounding those areas. So if we see it from a sociological point of view, we need to have different sociological frameworks. So these are the theories like environmental determinism, possibilism and social constructivism which provide different lenses through which we can understand and interpret the relationship between the society and the environment. If we talk about the environmental justice, it refers to the fair treatment and meaningful involvement of all people in the environmental decision making. We can see that since there is this inequality in the environmental consequences, so we find it a very challenging aspect of today's policy related to the environment that how we can produce the environmental justice. In Pakistan, for example, environmental justice can be seen in the placement of waste dumpings and the industrial plants in the impoverished areas. So we can observe that waste management and the policies like how we can or where we can put these industrial plants, we see that it's a very big challenge for to produce the environmental justice. In a way that these waste management are ineffective in the poor areas as compared to those who are living in the poor areas or in the much developed areas. So it's leading to a disproportionate health impact on these communities. So we find that the people living in those slum areas particularly where there are piles, huge piles of waste, they are more prone to different diseases. So consequently they have a more or gigantic health impact due to these environmental effects. Then we have the environmental racism and classicism. So this points relate points to how marginalized groups based on their racial and socioeconomic backgrounds often bear a disproportionate brunt of these environmental hazards. For example, Pakistan's low income groups suffer more from the poor air quality. They are likely to live in a densely populated areas which are prone to more and more pollution. Then we have the climate change and society. Climate change is not the only physical phenomenon, it's a social issue. It's impacting the societies on their economic and cultural aspects. For example, in Pakistan we see that highly vulnerable to the impacts of climate change with the significant effects on its agriculture, water availability and resultantly it has the increased climate migration. So those areas where there is scarcity of water, where the lands are not available for the agriculture, people are migrating from those places to the areas where these resources are available. And then we have the consumer culture and environment. Consumerism and the resultant waste have serious environmental implications. In the urban centers in Pakistan for example, where there are not effective ways for this waste collection, we see the piles of garbage piles of waste almost everywhere. There are open dumping sites, people unfortunately who are not much trained or much sensitive about the environment, they are just burning their waste outside their homes. Particularly the cities like Lahore and Karachi, these mega cities are more vulnerable to these environmental hazards in a way that unfortunately in the recent past, we see that these two cities are considered among the most polluted cities of the world. And then how we can see that social policy or public policy can play the role and how different institutions can play their role in the environmental issues that it is very important to see that environmental issues cannot be resolved without the active involvement of policy making bodies and different social institutions. In Pakistan, the establishment of Ministry of Climate Change and Environment Protection Agency reflects this need. However, the effectiveness of these bodies remain a critical issue because we see that people are not converting these policies into the practices and it becomes more and more difficult than to understand the significance of these policies. Then we see the environmental activism which is a growing social movement that seeks to influence the political and social discourse around these environmental issues. The rise of young climate activists in Pakistan is an example of this trend. However, we need to have a more effective policy at the public level, at the government level to understand the significance of this issue. What can be the future of the environment? So, the future interaction of environment and society depends largely on technological advancement, policy shift and cultural change and how societies are responding to these environmental crisis. For example, Pakistan's switching or in the process of being switching to the cleaner energy sources like solar and wind power could significantly alter its environmental future. However, it is to see that how our government policies are making it more effective and more encouraging for the public to go for the solar and for the alternative energy sources.


Can you, you know, talk through some of the main points of the conversation? Absolutely. One of the things that I, in my first book, I talk about, I talk about power. So anyone who has read my first book, Black Wealth Through Black Entrepreneurship, they will come across my power model that I talked about in the book. And that model is a triad.  And on that triad, three, three lattices.  The second is political power. And the third leg is economic power. And my hypothesis is, is that until or unless that power current, that power triad is closed and completed, that communities of people will never be in a position of power. They will always be at the mercy of the powerful. And so if you look at the history of America and look at particularly the African American history, you'll find that every group in America, to varying degrees, was able to complete that power triad, the ethnic rooting, the political power, and the economic power, to complete that power triad so that they could become players in the economic race in America. The group, though, that has been held back in that formation of that power triad has been the African American community. African Americans are the only group that came in change versus coming here voluntarily. So they're the only group that has been systemically and systemically oppressed, even after slavery. People say, well, slavery was 250 years. Yeah, that's true. That's a long time. Then you had, I bet you had, you had black codes where you, where they prevented African Americans from holding jobs and building businesses and voting. Then you had Jim Crow after the Black Coast phase. So when you add it all together, in America, we've had four and plus years of oppression of people of African descent being able to participate. So what became clear to me in my research that I did, Dartmouth, was that what's missing is, for the African American community, and other communities of color, too, is the economic power aspect to that power triad. And what I, my further hypothesis is, is that the only way to build that, that economic power leg of the power triad, and thus the complete triad, is through entrepreneurship, is through the aggressive formation of minority businesses, people of color, creating businesses, creating jobs, creating wealth. And that is the only way that we can complete that economic power leg, and thus the power triad aspect. So I talk about, in the book, I talk about that because of that, I believe that our focus, our policies in terms of governmental focus, in terms of community focus, is to figure out creative ways that we can accelerate the formation of minority owned businesses in our communities, and thus complete this triad. And so I think that anything outside of that will not be productive, ultimately. Because if you look at the root causes of problems or dysfunction in our communities, in my view, it's initially spiritual, but then after that, it is economic. It's lack of jobs. And so if we can get people to provide jobs, then we can change the outcomes and behaviors of people in the community, and thus change the whole city and the whole environment. So that's my connection between entrepreneurship, job creation, and wealth creation. And I agree 100%. And part of what we do here is we try and give people practical steps, tangible things that they can do and take away from, where they can start on that path of entrepreneurship, and ultimately creating economic power for themselves. So what are some of the ways in which you've seen people successfully start that process? Well, you know, I have, I've created a training system methodology that is based upon my 25, 30 years of research in this area, in terms of what it takes to build, to not only to start these businesses, but to build sustainable business that is sustainable. You know, we, as I mentioned, we've been around for over 25 years. That is sustainable. Have we had problems? Yes. Have we, have we had ups and downs? You bet we have. Have we made mistakes? Yes, we have. But we're still here. And we're still doing things and creating jobs and creating wealth. So in the methodology that I use, that I created, I call the Wallace Four Quadrant, the Four Quadrant model. And when I train entrepreneurs, and we've trained at, you know, at universities, I've trained in Africa, trained in Europe, trained in Latin America, using the same methodology. And what I talk about in the book, and which is a part of this, this training methodology, are the Four Quadrants. And the Four Quadrants I submit and suggest in the book are areas that an entrepreneur has to pay attention to and has to develop in order to build sustainable businesses, right? And so I have these Four Quadrants that I use and use in my training. So to answer your question, I would take you through those Four Quadrants. And the first one that I, that I talk about is know-thyself, right? Is know-thyself. Because what I have found in my research is that successful businesses that are sustainable are usually businesses where the founder or the entrepreneur and the entrepreneur, the entrepreneur, they're in a business that they have, that is the strength of theirs, right? And that is a passion and that is a passion that they have. I'm a perfect example. I'm an engineer by backward, by degree and background. My strength has always been math and science. So it is no mistake that my businesses that I tend to invest in tend to be based on technology, technology and science because that's my gift. That's where my passion is.  That's my passion. Right. And my gift. So almost like a national ability, like a national ability. Yeah, exactly right. Exactly right. It becomes, you know, second, second nature. I mean, it's easy. It becomes easy. And the more you do, the more you do, the easier it becomes. So I talk about that. I talk about the physical self. I talk about the intellectual self and I talk about the spiritual self. And when my book first came out and I had this concept about the three selves and I had spiritual self in there, I got a lot of heat from people who felt that a discussion on spiritual matters had no place in the book on business and entrepreneurship. Now that has since changed since the 80s and 90s. But when I first got started in there, it was a lot of pushback on that. But I held my ground on that. I said, no, this is what my research tells me. And I believe that it's important. And so I cover that in my training, but that would be included in what's called Coordinate Learned. And then in Coordinate Two is Know About Plan, Know About Plan. And what is that? The plan is, as I mentioned in the book and in the training, the plan is simply a bridge, right? It's a bridge. And what does the bridge do? It bridges you, the individual, from where you are today to where you hope to be in the future. So for example, sir, when I was at IBM, before I left IBM and started my own company, I had to create a bridge. And I was working at IBM as a systems engineer, making good money, you know, on FastPak to promote 50 management. Absolutely. Yes, sir. And that was fine. I had a good living with doing that. But my passion, my desire was as an entrepreneur. So I had to put together a bridge, how about a bridge from IBM to becoming a tech entrepreneur? So that plan I created became that bridge. And so Coordinate Two goes into a lot of detail on the planning. You know, how do you plan that bridge so you can move to where you are today to some future, you know, event that you hope to achieve. And so that became, that's Coordinate Two. It's a lot of aspects to Coordinate Two that, you know, time will permit me to go on to now. But it's very, very important. So that's Coordinate Two. And then Coordinate Three, I talk about no guy, no guy universe, right? And what I mean by that is that success in business is not all left brain stuff, right? It's also right brain stuff, right? You know, they had this new term, they call it emotional intelligence now. So that term was out when I was writing this. But it's the same kind of thing where what I say there is there are principles of success in your market and where you operate that you need to understand and leverage to your benefit to be successful. And so in Coordinate Three, I talk about what people, what are those principles? So the book you have, my soulful book, that was my attempt to put more flesh on Coordinate Three, right? What are the principles of success that you need to understand to be successful? And that's Coordinate Three. And then Coordinate Four, the last Coordinate is no guy resources and make them by own. And what that means is that you and I cannot be successful by ourselves. We need help. We need people to help us. And I tell people, I have interviewed a lot of people over the last 30, 40 years, but in my research, and I have never met a man or woman who said, or who said, and who could say that they became successful on their own, that they had no help, they had no mentors. Every single person I've ever met will acknowledge that there were people on the way to help them. And so the science of how do you get people to help you? How do you get people to work with you? How do you get people to partner with you? Well, that's a science and an art, I would argue. And so my book on Alliance Systems Partnerships was another attempt to put some flesh on Coordinate Four, which is how do you build alliances and partnerships in your business and how do you do that effectively so that they can be sustainable and can help you. I can tell you now in my businesses, everything I do today, I have partners. I do nothing by myself anymore. Every deal I go after, every investment I make, I have partners because I have learned the power of partnerships. And so I've learned to leverage it and use it to my advantage.