S5 Ep2: Joel Bailey – The Role of AI in Social Media Management

My guest in this episode is Joel Bailey, product and service director at Arwen.ai, a four-year-old marketing technology startup that uses AI to help brands to manage and moderate their social media comments at scale.Joel brings 25 years of experience working in service design roles, leading change and building new stuff for a diverse range of organisations. We talked about his journey into Service Design, Service Design and AI, navigating AI and social media, the future of design and much more.Note: Given the fast pace of developments in AI, I should point out that we recorded this in June 2025. I had a big backlog...Timestamps00:00 Introduction to Service Design and AI  04:50 The Journey to Service Design  10:00 Understanding Service as an Outcome  15:08 The Role of AI in Social Media Management  20:11 Challenges of Moderation on Social Media  25:32 The Evolution of Business Models  26:36 The Role of AI in Startups  29:13 Navigating AI and Content Moderation  30:20 Understanding AI Bias and Ethics  31:43 Engaging with AI in Social Media  35:11 The Future of Design and AI  40:21 Creativity in a Fast-Paced Environment  44:56 The Importance of Service in DesignLinks Joel====- Arwen: https://arwen.ai- Joel on LinkedIn: https://www.linkedin.com/in/joelbaileyuk/Andy====- Website: https://www.polaine.com- Newsletter: https://pln.me/nws- Podcast: https://pln.me/p10- Design Leadership Coaching: https://polaine.com/coaching- Courses: https://courses.polaine.com- LinkedIn: https://www.linkedin.com/in/apolaine/- Bluesky: https://andypolaine.bsky.social- YouTube: https://www.youtube.com/@apolaine