Good services don't start with the city's org chart or budget lines. They start by understanding the resident's actual journey — and all the hidden time, paperwork, and friction that comes with it. Host Stephen Goldsmith speaks with Dr. Kim Leary, clinical psychologist, professor, and director of the Good Services Lab at the Bloomberg Center for Cities at Harvard University, about how listening is an active skill, why selection bias shapes who gets heard, and how cities can use AI and resident-centered design to create services that actually work for everyone.