 gyda'r edrydaf o bwysig ar y cyfaint. Raen ni'n bwysig ar y bwysig i gefnogi heb honno, ac mae hen yn y cyfaint gyda'r ddysgrifennu, a mae hynny'n cael ei gweithio cywethaf ond yr honno'n ei gweithio'r cynghiig. Felly y gallans gyflym yn ogylcheddol yn iawn byddai betters. Y rôl yn iawn i erion, rydw i dystod i gael ar gyweithio cyfaint. I suppose for the first time. We were facilitated in event for leadership fellows in our national health service. These are medics from all over Scotland who have gone across all over the world to visit large organisations to learn about stuff like risk management and how you manage big organisations for completely different places and come back and share their expertise. One little team of about three people visited NASA in the United States. They met some really senior people at NASA. The first thing that people from NASA asked was, why are you here? What do you want to learn? They said, well, we want to learn how you manage risk and how you deal with really complex situations and difficult problems. The person from NASA said, our job is really, really easy. We take three really clever, highly trained individuals. We put them in a spaceship on top of a rocket that technology has been proven since the 1960s. We send them into space. We put them in the most expensive piece of technology ever built by human beings. They whizz around the earth a bit and then they come back using that same proven technology. Easy, predictable. What can go wrong? What you do is really difficult. What you do is you deal with a patient who comes in, who's worried, who's petrified, who's frightened, who might not speak your language, right? There's something wrong with them. You don't know what. Maybe the doctor dealing with them has been up 36 hours on the call, working with a team of medics that they've not actually worked with before in a building that might not really be fit for purpose using technology that could break down at any moment. That's complex. That's difficult. That's challenging. We put people in space and bring them back again. Service design occupies that territory of unpredictable complexity where you try to design services into settings that you cannot predict how human beings are going to behave. The best you can do is to try to understand what their needs and aspirations are. That is as variable as the number of human beings on the planet. Service design occupies this incredibly messy, difficult territory and that's what makes it really, really fascinating. This video is just one piece of the service design puzzle. If you want to have the full picture, make sure you check out some of the other episodes.