Service Design Show
Go beyond the basics of service design and learn what it truly takes to deliver services that make a positive impact on people, business and planet.
Thu, March 27, 2025
Why Inclusive Design is Good for People and Great for Business / Jess Kessin / Ep. 224
It's just not designed for me... That thought hits me every time I'm in the kitchen, wrestling, trying to prepare a healthy meal for the family. Reading recipes six times over, scrambling for ingredients, juggling the chaos of parallel cooking... yeah, it's a mess. And then, there's my wife, a natural chef, gliding through it all with effortless grace. Watching her is like watching poetry in motion. This stark contrast reinforces that the kitchen and everything in it feels utterly alien to me. Now, as a white, middle-aged, English-speaking, physically able male, I'll be the first to admit this feeling of alienation is rare for me when dealing with most products and services. And yes, cooking is a trivial example. But countless people who face do face this daily in situations far more critical. Imagine navigating healthcare, financial services, or public services, feeling like they weren't designed for you. Now that's a serious problem. Unfortunately, this is the reality for more services than we'd maybe like to admit. Sure, from a service design (and business perspective), it's easy to justify focusing on the majority. Time and resources are limited, so we design for the "center of the bell curve," the biggest group or the most profitable users. If that means excluding some, well, that's just business, right? But our guest, Jess Kessin, argues that good design does not exclude. She proposes an alternative approach: inclusive design that's both effective and cost-efficient. In fact, she insists it pays for itself. So, how do we bring more inclusive practices into our design process? How do we make the business case? And what are some practical starting points? We dive into all of that and much more in this episode. As I've often said on the Show, making our services inclusive is our responsibility as a design community. Even (especially) when no one is asking, it should be our own professional standard for good design. Enjoy the conversation, and as always, keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00Welcome to Episode 224 03:30 Meet Jess 05:15 Discussion of D-School 06:30 Barriers to Implementing Inclusive Design 08:30 The Business Case 11:00 Addressing Stakeholder Profit Concerns 13:30 Prototyping Inclusive Design 15:00 Identifying Key Focus Areas 17:00 Living up to design standard 22:00 Engaging "Edge Users" 25:00 Designing for Extreme Users 29:00 Expanding Design to "All" of Humanity 32:00 Community-Driven Design 33:00 Untapped Market Potential 35:30 Misconceptions Among Design Students 41:00 Blind Spots in Design Education 44:30 Learning from Users with Disabilities 45:00 Discovering Insights from Outliers 46:00 Importance of Good Design 49:00 Practical tips for designer 51:30 The F
Thu, March 13, 2025
Why Feedback, Conflict, and Self-Awareness are Key to a Thriving Career / Tash Willcocks / Ep. #223
I try to avoid conflict... most of the time. It creates tension that I usually find counter-productive. But what if this tension is actually the catalyst for growth? Have I been missing out? Our guest Tash Willcocks thinks so. She's a self-proclaimed former conflict avoider who now champions the idea of "running towards the conflict" to unlock its potential for positive change. Yes, conflict creates a tension that most of us instinctively shy away from. But according to Tash, this tension can foster collaboration and drive personal growth when channeled in the right ways. There's just one small problem. Conflict in the workplace often occurs when people give (or receive) feedback. But most of us aren't really great at this. So, instead of using feedback as a constructive opportunity, things either spiral out of control, or people conceal the key message out of politeness. In both cases, it's a missed opportunity. The art is to find that sweet spot between kindness and clarity, where we can give and receive feedback in a way that feels supportive and helps us grow. I have to say, Tash's journey from conflict avoidance to embracing tension is quite inspiring. So, if you want to turn those tough conversations into moments where you learn and grow the most, this episode has you covered. Tash made me think: What is the best feedback I've received, from whom, and what made it so powerful? What would be your answer... Enjoy the episode, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 223 04:00 Embracing creative conflict 05:45 What sparked her interest in this topic 07:00 Take hard conversations 10:30 Run towards the conflict 13:00 Teaching conflict 16:00 Opening up wounds 19:00 Radical candor 23:30 Avoiding hard talks 21430 Overcoming avoidance 27:00 Feedback and timing 30:00 Giving & receiving feedback 32:30 People solve problems 35:00 Beyond reading design books 38:00 Starving artist mindset 39:15 Takeaways so far 43:30 Drama triangle vs Empowerment triangle 47:00 Creating self-awareness while drawing 49:30 Drawing as journaling 51:00 Ruthlessly curious 53:00 Piece of advice 54:45 Question to ponder 55:00 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/tashwillcocks/ https://www.instagram.com/tashwillcocks https://bsky.app/profile/tashwillcocks.bsky.social Resources: <a href="https://www.ra
Thu, February 27, 2025
The 5 Business Skills Every Design Professional Needs to Master / Ryan Scott / Ep. #222
When advice goes wrong... My daughter is an avid soccer player. On a recent cold and dark Saturday morning, I was standing on the sideline cheering her on at a match - the priceless perks of being a dad. At some point, the opposing team coach was shouting to their players, "You need to defend better!" And all I could think to myself at that moment was, "That's terrible advice." Not because they were defending well - rather the opposite. But, I mean, "defend better" - would you know what you're supposed to do? Should I press higher, get closer to the attacker, make more forward runs? This type of advice often just leads to more confusion and coordination problems. Now, in design, we also get this type of well-intended but counter-productive advice all too often. Want a classic example? How about "designers need to understand business"? No sh*t Sherlock. We hear this ALL the time. Very rarely does someone go beyond the surface and get specific about what "understanding business" actually means. Fortunately for us, we have someone on the Show today who does - Ryan Scott. Ryan has an impressive track record in design, but he also holds an MBA degree. This combination is quite unique and gives him the ability to look at challenges from different perspectives with empathy for both sides. So in this episode, we unpack what it actually takes to bridge the gap between business and design. You'll be surprised to hear how many skills you already have to make this crossover successfully. It's not easy, but it's not as hard or distant as you might think, either. MBA degree not required. So, if you've ever felt frustrated by the lack of respect and appreciation for design from "the business side," this conversation might just hold the clue on how you can turn that around. I've always said that designers can be some of the best salespeople. It's really time that we start using this power to our advantage. Because we are all selling already, every single day. Enjoy and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 222 03:00 Broad Designer Role 05:00 Business vs. Users 07:30 Why an MBA? 11:00 Business for Designers 14:00 People Skills & Clout 15:30 Design Gaslighting 21:00 Joining the Conversation 22:30 The Gap 32:00 Management-Led Design 34:00 Shaping Your Perspective 36:00 Sales & Brand 38:00 Biggest Roadblock 41:30 Reframing Our Identity 46:15 Adapting to the System 48:45 Imposter Syndrome 51:45 Proving Your Impact 54:00 Competitive Analysis 56:30 Design Career Path 1:01:00 Question to Ponder 1:02:15 Resources --- [ 2. LINKS ] --- <a href=" https://www.linkedin.com/in/ryanscottcreative/" target
Thu, February 13, 2025
The Real Impact of AI on Service Design / Pablo Fernández Vallejo / Ep. #221
AI won't take over your job... An 8-year-old girl with AI will! Don't believe me? Check ou this video which was making the rounds on LinkedIn a while ago. In the video a young girl coding a Harry Potter quiz game with the help of AI. In a matter of minutes. It's a funny and striking example of where things are heading – or should I say, where they already are. It'd be naive to think service design won't be affected. But the current conversations about AI's impact often lack depth, nuance, and practical examples. We don't seem to get much further than: "AI is good" or "AI is bad." What are we even talking about when we say "AI"? We need to unpack it. Go beyond the surface. Fortunately, our guest for this episode has done some of the heavy lifting for us. As an educator at one of the leading design institutes, Pablo Fernández Vallejo has to live in the future. He's always thinking about the skills future professionals will need in 4 years' time when they graduate. And of course, being able to make full use of AI is high on the list right now. So in this episode, we sit down and talk about big questions like: Do we need to become AI experts ourselves, or should we focus on further developing our critical thinking skills? What are the risks and opportunities of bringing AI into the design process? What are the tasks that we can safely outsource to AI and which ones should we be more careful with. So, whether you're an AI skeptic or optimist, I feel this conversation will challenge your thinking and help you make more informed decisions moving ahead. A thought-provoking question in this episode is what will happen to our professional identities when AI starts to blur the boundaries between disciplines. It's not a question of if it will happen, but how quickly. Curious to hear your thoughts, so make sure to leave a comment on below. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 221 04:00 Grandparents' influence on AI perspective 06:00 Over-represented large language models 08:30 AI with a bias 11:00 Designing at the age of AI 14:00 Current state of designing with AI 17:30 Automation vs. Augmentation 19:30 AI’s Impact on Students 26:30 AI Possibilities vs. Limits 29:00 AI & Expertise Balance 30:00 Calculator analogy 32:30 AI & Service Commoditization 35:00 How AI impacts non-digital services 38:00 AI power dynamics 38:30 Service design for ai 42:30 AI as an active participant 44:30 Gaps in the society 47:15 Questions we should be asking 53:00 Sustainability & AI 55:00 Learning about past mistakes 57:00 Tech development and society conversation 59:30 The f
Thu, January 30, 2025
The Art of Responsible Service Design / KA McKercher / Ep. #220
I crossed a line... Recently, while working on redesigning our online community platform, my excitement got the better of me. I dove headfirst into prototyping a few things in the backend system. "How hard could it be, right?" (Keep this line in mind throughout the rest of the email.) Sure, I know a thing or two about programming, and if everything else fails, there's always AI to help out, right? Well, the honest conclusion a few days later, when we brought in a true expert developer, was that I had no clue what I was doing. Before the developer could implement the updates properly, we had to undo all the changes I had made. So we lost time, not once, but twice. The silly thing is, this seems to be a habit I can't shake. And I see it a lot around me as well: saying yes to challenges that are better left to experts. Of course, there are many situations where being confident and experimental gets things done. Instead of waiting and debating, we build a prototype and iterate from there. Frankly, this approach is encouraged and celebrated in our design process. But... there's a major pitfall. In the story above, the cost of my "how hard can it be?" approach was lost time. That's unfortunate but not something that will cause any major, long-term damage. Now, imagine working in a context where the stakes are much higher. Where you're intervening in people's lives. Where your solutions impact the well-being of communities. Where your approach has the potential to reduce—or increase—systemic inequalities. KA McKercher, our guest in this episode, argues that in those scenarios, we can't just rush in and take on every project that comes our way. Because when we do, and we go in with a beginner's mindset, chances are high that we might end up causing actual harm to the people who need help the most. In those situations, losing time on a project is the least of your worries. There are clearly much bigger stakes at play. So the tough question becomes: How do we know which challenges are a good fit for our skillset and which ones should we say no to? Especially when we want to do good and contribute to a positive outcome in those high-stakes challenges. Having the self-awareness to know you limits and limitations is a sign of maturity and professionalism. If you care about growing your self-awareness, this is a conversation you don't want to miss. --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 220 04:00 Good intentions are not enough 06:30 Why this matters 09:00 Lived experience aligning to design 12:30 What's good enough? 14:30 What is co-facilitation 16:30 Emotional curiosity 20:30 Being conscious of the water 27:00 What to do 30:30 Is it a yes or no? 35:00 Intentions 38:30 What's within the scop
Thu, January 16, 2025
How to Use Your Dreams to Design Services / Courtney Morgan / Ep. #219
You've never heard this on the Show before... I'm referring to a design tool that most people disregard, even laugh about when they first hear about it. They say it's childish, something you can't take seriously in a professional context. But as you'll hear in today's conversation, this tool holds immense power. Not only that, it helps you better align with your true self and what you truly want to contribute to the world. And the best thing? You already have this tool in your possession. We all do. So, what is this magical tool? It's your dreams. Now, I know what you're thinking. Dreams, really?! But hear me out, it's actually not that crazy. Why do we always talk about design thinking and design doing, and not about design dreaming? If anything, I'd argue that the times we live in demand we dream more to envision a better future. Our amazing guest, Courtney Morgan, helps us tap into the power of our dreams. She shares practical examples of the power of collective dreaming. We address the misconceptions around dreaming and discuss how to get people to tap into and share their dreams in a design process. You'll notice that the conversation doesn't begin with dreams, but we naturally gravitate in that direction and fall down the rabbit hole. So, if you want to go beyond the usual design tools and methods and tap into something truly transformative... make sure you don't miss this episode. A simple practice to become more aware of your dreams is to start writing them down. This is what I've incorporated into my morning routine. Very curious to see what effects this will have in a few months. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 219 03:30 Defining "one percent" 05:00 Focus of the 1% 13:00 Non-profit & community 13:50 Importance of lived experiences in work 17:00 Building trust first 18:30 What happens with lack of trust 21:30 Designer vs Community member role 24:00 A "World Creator" role 26:30 5 years ago vs today 30:30 What is efficiency? 33:00 What does good look like 34:30 Patience and her son 36:30 The role of dreaming 39:00 Courtney's dream 41:00 How we can become better dreamers 43:30 Prejudice against collective dreaming 47:30 Unsurppressing dreams 54:00 Advice she wished someone told her 59:30 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/courtney-morgan-associate-aia-noma https://www.thescrd.com/ --- [ 3. CIRCLE ] --- Join our private community
Thu, January 09, 2025
Key Lessons from a Service Design Community / #Circle Special
This one is a bit different... Not the usual interview that you're used to. In this episode, you'll actually hear me answering the questions. Why? Well, it's become a bit of a tradition to start the year by reflecting on the lessons learned while building the Circle community. The Circle started 3.5 years ago as an idea to see what would happen if we created a safe space for in-house service design professionals to connect and share regularly. Today, it's grown to a healthy size with members from companies across the globe and in almost any industry you can imagine — from big tech to church organizations (I kid you not!). Service design professionals are everywhere these days. I'm very grateful for where the community is today, but it certainly hasn't been a straight line up. Designing a service (which is essentially what our community is) for service designers is quite hard, who would have thought? ;) So, for this episode, I sat down with Ru Butler who's one of our Circle Council members to discuss the biggest wins, challenges, and ambitions for the coming year. Even if you're not working in-house, I think you'll still enjoy this behind-the-scenes look at how we're thinking about and trying to design our community. I'd love to hear what you think of this episode format. Would you like to hear it more often? How could we make it better? Any other feedback is welcome, too. Send me a message or reach out on LinkedIn. Happy 2025 and take care, Marc --- [ 1. GUIDE ] --- 00:00 The Circle 2024 Special episode 03:00 Who is Ru 04:30 What stood out last year 09:30 Marc's key motivations 13:00 Ru's Circle Highlights: 1-on-1s 17:30 Benefits of 1-on-1s: accountability 19:00 Leading the Circle community 24:30 Favorite sessios in 2024 31:00 The community's growth 37:00 The importance of community 43:00 2025 Vision and The Loop 46:00 The follow-through 48:30 Seasons for the Circle 2025 54:00 2025 Goals 58:00 For the Self-Doubting Designers --- [ 2. LINKS ] --- https://www.linkedin.com/in/rubutler https://www.linkedin.com/in/marcfonteijn Advancing Service Design Talk: Increase your confidence, influence, and impact --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. <a href="https://www.servicedesignshow.com/circle/?utm_source=podcast&utm
Thu, January 02, 2025
Journey Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218
First of all, I want to wish you a very happy 2025. We're starting the new year with a bang. Journey Management has been a hot topic for the last two years, and for good reason. The shift from mapping to management might seem small, but it's a major change in how we and our clients approach things. If you've been following the Show for a while, you know we are keeping up with these developments as they unfold. So, I thought it would be great to invite a good friend and long-time partner of the Show, Jochem van der Veer, back to kick 2025 off with some predictions. As CEO of TheyDo, Jochem is building one of the most innovative companies in this space. So I think it's fair to say that he has a front-row seat to how companies are adopting (or not) Journey Management. In this conversation, we discuss how journey management has evolved, the challenges of scaling it, which organizations are succeeding, and what's next (including AI's influence). Oh, and we announce a new conference... Join us for a great episode that's going to give you a head start on your Journey Management journey this year. What are YOUR predictions for this year? Leave a comment on YouTube (or Spotify). It'll be fun to revisit them next year 🙂 Enjoy the conversation, and once again Happy 2025! Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 218 05:00 Looking back at the previous episode 06:45 Market shifts 09:00 Churn discussion 13:45 What's changed in TheyDo 15:45 Unexpected design challenges 19:30 Journey Management cornerstones 21:00 Automating everything 25:00 Jochem's Journey Management view 29:00 Journey as a tool 33:15 Cross-Functional challenges 36:00 Prioritization rituals 39:30 Customer alignment 45:00 Team adoption patterns 48:30 Specific problem solving 50:00 Industry roadblock 53:30 2026 hopes 54:30 Upcoming Conference 1:02:00 Jochem's 2025 outlook 1:03:00 Chat interface 1:07:00 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/jochemvanderveer/ https://www.theydo.com/beyond-the-map --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, December 19, 2024
Stop designing WITH your users! There is a better way. / Sloan Leo Cowan / Ep. #217
There's a problem with the current design process that often goes unnoticed... A problem that can lead to less-than-ideal outcomes or, even worse, harm certain communities. To understand this, we must acknowledge our huge responsibility as design professionals. We're often the only ones advocating for our users' needs, the voice of those who aren't in the room. It's a privilege we shouldn't take lightly. We make decisions, and judgment calls for the people we're designing for. Of course, we do our best with the best intentions, but we always will fall short. Why? Because we aren't the users. We don't live their lives or experience their struggles. Sure, let there be no doubt: having someone advocate for users is a good start, but it's not enough. We can do better; we must do better. Our guest, Sloan Leo Cowan, helps us see what "better" looks like. The key is to move away from "designing for" or even "designing with" users and move towards "designing by" them. It means giving up control and power. Sound impossible? Sloan Leo shares practical examples of how they've achieved this in their work. This episode will show you a way forward if you care about creating more inclusive and equitable work. Stop designing WITH your users! There is a better way. As you'll hear, Sloan Leo's perspective on design challenges the status quo. We really need this to push the boundaries of design and ensure it stays relevant. Keep making a positive impact! Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 217 04:00 Sloan's social sector journey 08:15 Defining Community? 10:15 Service design "habits" (issues) 12:45 Neutrality in Interpretation 15:15 Facilitator vs. Interpreter Roles 18:45 Facilitating towards beliefs 19:30 Power Dynamics in Facilitation 21:15 Binary thinking in service design 26:45 Issue: Persona Development & Gender 31:45 Origins of Community Design Issues 36:00 How to approach the large scale 38:15 Open source approach 40:30 The challenges for service designers 41:45 Benefits for Communities and Designers 43:45 Advice for Aspiring Designers 47:15 Recommended Resources 51:45 Proudest Achievements 54:15 Keys to Success 56:45 Additional Resources 57:30 Questions for Reflection --- [ 2. LINKS ] --- Pronouns they/he https://www.linkedin.com/in/sloanleo Website - floxstudio.com or sloanleo.com --- [ 3. CIRCLE ] --- Join our private community for in-hous
Thu, December 05, 2024
The Secrets behind Research that Scales / Kate Towsey / Ep. #216
There is no service design... Without high-quality research. Sure, we all know that. But doing good research is hard. Kate Towsey, often called the inventor of the ResearchOps field, can certainly attest to this. If you're a dedicated listener of the show, you might remember Kate from our conversation about a year ago where she shared that she was writing a book. Well, that book, titled "Research that Scales", has officially been published! And with a 4.9/5 rating on Amazon, it seems to have struck a chord with readers. Of course, we had to get Kate back on the show to discuss it. In this conversation we delve into topics like: Do we need to scale research, and if so why? What does "scale" actually mean in the context of research? When should you start thinking about scaling? What are the key steps to scaling research? What role can AI play in all of this? Will it take over our jobs? Why did it take Kate 3.5 years to publish the book? And as always, that's just the tip of the iceberg. It's hard to imagine a service design professional who wouldn't be interested in the topics we cover in this episode. Good research isn't just a nice-to-have; it's a must. Without giving away too many spoilers, I found it fascinating that it's not actually research that you need to (or can) scale, but something else. Something that we as a community are pretty good at. Can you guess what it is? Enjoy and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 216 03:00 Quick overview about scaling research 04:00 Why she wrote the book 09:30 Pandemic's impact on the book 13:00 Research rabbit hole 15:00 Unscalable Research: What to Avoid 18:30 What is enough research? 22:00 The problem she saw 25:00 The main bottlenecks 27:45 Libriarian's role in making the change 31:00 How the process work 33:00 Knowledge as a network vs tree 35:30 Maximizing efficient use of library 39:00 Designing the system 41:00 Knowledge vs. Learning: Value Proposition 43:00 Cost center vs value center 47:00 AI and Research: A Synergistic Future 49:00 Cost of scaling: A Trade-off 51:00 Strategic approach to scaling 53:00 How to know when to scale 54:30 Her readers insights 56:00 Upcoming masterclasses 58:00 Resources 58:30 Food for thought --- [ 2. LINKS ] --- LinkedIn: https://www.linkedin.com/in/katetowsey/ Website: https://katetowsey.com/ Substack: <a href="https://kat
Thu, November 21, 2024
The RIGHT way to do strategy in an uncertain world? / Peter Compo / Ep. #215
What is strategy... A plan for how you intend to achieve your goals? That's how a lot of people define strategy. But there's a problem with this rigid approach... As Mike Tyson wisely said once: " Everyone has a plan until they get punched in the face. " Most strategies are too prescriptive about how the goal needs to be achieved. But we live in a VUCA world where it's getting harder and harder to predict what will happen, even just weeks ahead. The sphere of what an organization can control is shrinking (and control is an illusion anyway). What seemed like a wise action last week might be irrelevant today, thanks to new technology, a sudden global crisis, or a certain election outcome... Following your strategy in this scenario might mean you're executing what you agreed to, but it could very well lead you away from your intended goal. So, when there is so little we can control and predict, does that mean we shouldn't do any strategizing at all? Certainly not. We just need to adopt a more emergent approach. We still need a plan to align everyone, but one that allows for more flexibility and deciding in the moment what the right next step is. What does this type of strategy look like, and how do we get there? That's something Peter Compo has written a great book about, and I've invited him on the Show to share his learnings with us. We talk about: Why research is becoming an increasingly important capability for any organization. How we can know we'll achieve our goals if we don't know at the start which actions to take. And how to help an organization used to control and prediction embrace uncertainty and flexibility. I know this episode will resonate with many service design professionals. It ties strongly to our mantra of "doing the right things" and not just focusing on "doing things right." Strategy can be a very abstract term without much substance. But what I appreciated in our conversation is that Peter makes things super practical. It's time to roll up your sleeves and get to work on your strategy. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 215 03:30 Music and emergence 06:00 How he got into writing the book 10:30 Pete's perspective in strategy 16:00 The theory of emergence 20:00 constraints & trust 26:30 Bridging the gap of uncertainty 30:30 Letting Go of Control 36:30 Examples of good metrics 41:00 False learning organization 46:30 Trusting your team 50:30 Aspiration-bottleneck triad 57:00 another recommendation 59:00 Strategy matrix 01:04:00 Personal Impact on writing 01:09:00 Resources 1:11:00 Question to ponder --- [ 2. LINKS ] --- <a href="https://www.linkedin.co
Thu, November 14, 2024
Advancing Service Design 2024 / Program Deep Dive with Sylvie Abookire
An exciting new conference is just around the corner, Advancing Service Design 2024. We recently had a chat with Lou Rosenfeld, the conference organizer, about key ideas behind the conference. Now, we're doing a deep dive into the two-day conference program with Sylvie Abookire, who's part of the curation team. In this episode, you'll hear about the main themes, the inspiring (and somewhat surprising) speakers, and of course how it all ties together to advance our field. Sure, you can also get some of this info on the conference website, but I promise this conversation is much more fun 🙂 I'll be presenting at the conference about the latest insights from the Salary Report and lessons learned from building the Circle community. Want to join one of my sessions? Send me an email or reach out on LinkedIn, and I'll let you know how you can attend even without a conference ticket. ~ ~ ~ 🎟️ Want to attend Advancing Service Design? Well, you're in luck! 💰 Answer the simple question over here at https://www.servicedesignshow.com/asdc2024-survey to get a 10% discount on your ticket. But that's not all! 🏆 When you sign up using this code, you'll automatically enter a contest where you can win sweet prizes. --- [ 1. GUIDE ] --- 00:00 A Special Episode with Sylvie 02:45 Sylvie's role in the conference 04:30 Conference schedule & format 06:00 Biggest conference challenge 07:30 The final 8 speakers 10:00 What the conference means to Sylvie 12:00 Day 1: Designing in the system 14:30 Day 1: format 16:00 Day 1: The panel 17:00 Audience interaction 19:00 Day 2: Designing with the system 22:30 How we hope the conference impacts 24:00 Sylvie's workshops after the conference 27:00 The most fun part of the conference 28:00 Key Takeaways 28:00 Visibility & Impact 32:00 Conference Details & Tickets 32:30 Giveaway --- [ 2. LINKS ] --- https://www.linkedin.com/in/sylvieabookire/ Get your tickets here - https://rosenfeldmedia.com/advancing-service-design/ --- [ 3. CIRCLE ] --- Grow your confidence, influence, and impact! Join the community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, November 07, 2024
Why People Aren't Listening to You - And How to Fix That / Gabrielle Dolan / Ep. #214
I remember being subscribed to this email newsletter from a guy named Josh, all about email marketing (kind of meta)... Every single day, a new email from Josh would pop up in my inbox, and I'd open it right away. These emails were different, a bit weird even, but in the best way possible. Each one would start with something that felt totally random, a story about something Josh experienced. No mention of email marketing whatsoever. But every time I was hooked. I just had to know how the story ended. And then, bam, right at the end, with just two or three lines he'd tie it all back to email marketing in a way that just clicked. Those emails weren't just informative; they were actually enjoyable, to the point that I looked forward to them. Now being able to hold someone's attention like that always seemed like a magic superpower to me... but I learned that it's not. In this episode, Gabrielle Dolan, who's been teaching the craft of storytelling for over 20 years, reveals how you can grow your storytelling skills and use them to communicate your message in a way that stick and, most of all inspires action. And as service design professionals, we know that getting people to take action is critical for change but also very challenging. So whether you consider yourself a natural storyteller or not, this episode is packed with practical wisdom you won't want to miss. Josh, by the way, stopped sending his daily emails a while ago, but as you've noticed his lessons have stuck with me. Enjoy the episode and keep making a positive impact! Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 214 03:30 Power of stories 06:00 Why stories make communication better 08:00 Dealing with skepticism 13:00 Why Organizations seek facts over stories 14:30 Story-Resistant Culture 18:00 Practical tips in becoming better storytellers 23:00 Finding your stories 24:00 Using spreadsheets 28:00 How to be comfortable using them 31:30 How to see if it's working (Tracking progress 34:00 Indicators of Success 37:00 Potential of backfiring 39:00 Gauging level of emotion 42:00 Advise from Ral 44:00 How Ral's storytelling evolved 45:30 How to use AI in storytelling 48:30 Storytelling vs acting 49:30 What's next in her storytelling journey 51:30 What kept her going 52:30 Resources 55:30 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/gabrielledolan/ https://gabrielledolan.com/ Magnetic Stories by Gabrielle Dolan (Book) - <a href="https://a.co/d/aA780d8"
Thu, October 31, 2024
What's this new SD conference all about!? / Advancing Service Design Conference 2024 (Part 1) with Lou Rosenfeld
I'm excited... There's a brand new conference just around the corner – Advancing Service Design – and it's organized by none other than Rosenfeld Media, the publisher behind some of the most iconic books in our field. Now you might be thinking... another conference? But trust me, this one is different. That's why I invited Lou Rosenfeld himself onto the Show to give us the inside scoop. In this episode, you'll learn: * Why Lou decided to launch a brand new conference. * Who is Advancing Service Design for? And what makes the conference different. So if you're curious about what all the excitement is about, make sure to tune in to this conversation. And as you can guess by the title there will be a part 2 where we'll dive deep into the full conference lineup and speakers. --- Want to attend Advancing Service Design? Well, you're in luck! Answer the simple question over here https://www.servicedesignshow.com/asdc2024-survey to get a 10% discount on your ticket. But that's not all! When you sign up using the provided code, you'll automatically enter a contest where you can win sweet prizes. --- [ 1. GUIDE ] --- 00:00 Welcome to a Special Episode 01:30 Q&A with Lou 03:30 Long-Awaited Service Design Conference 06:00 Why Service Design Now? 08:45 Conference Program 12:00 Target Audience 14:00 Conference Success Secrets 19:00 Benefit in Time, Support, and Labor prep 20:00 Why Ben Reason and Patrick Quattlebaum 23:00 Speaker Insights 26:00 Speaker highlights 30:00 What to expect 33:00 What Lou looks forward to 36:30 How to get tickets 39:15 Topics to stay tuned to --- [ 2. LINKS ] --- Get your Advancing Service Design tickets here: https://rosenfeldmedia.com/advancing-service-design/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, October 24, 2024
Confessions of a Journey Management Pioneer / Florian Vollmer / Ep. #213
Sure, everyone's talking about Journey Management, but few are actually doing it well... It's one thing to map out customer journeys, but quite another to truly manage them. The frameworks and models look great on paper, but reality is often far messier. Most organizations struggle to get a handle on even one journey, let alone a dozen! So I'm excited that Florian Vollmer, a true pioneer in this field, returns to the Service Design Show to share his hard-won wisdom. You might remember him from his previous appearance on the Show where he talked about managing 100+ journeys at NCR. What's fascinating is that Florian got a rare opportunity when starting his new role at Autodesk – a chance to rebuild a Journey Management practice from the ground up, applying all the lessons from his previous experience. This is your classic "I wish I knew everything I know now at the start of this project. It would have been completed twice as fast and at half the cost."This time, we dive deep into the nitty-gritty of Journey Management, tackling tough questions like: Who really owns the journey? Are dedicated tools essential or just a distraction? Why getting granular at the touchpoint level is essential? What are the biggest challenges to launching Journey Management inside an organization? And the million-dollar question: how do you get buy-in and funding when you're just starting out? So if you're already knee-deep in Journey Management or just starting to explore it, I'm sure you'll appreciate Florian's honest perspective from the trenches. One of my biggest takeaways from this conversation was that, as Florian explains in detail, this is really hard work. So you have to have patience and be kind to yourself. Amen to that! Enjoy the conversation and keep making a positive impact. Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 213 04:00 Looking back EP 168 05:15 Who is Florian 07:00 What is Journey Management 08:30 the momentum of journey management right now 13:00 How to manage customers 17:00 Balancing context switching 21:00 Evolving Role Perceptions 23:30 good quality vs great quality 26:00 Organic conversations vs Priorities 35:30 Who owns the journey? 39:30 Building momentum for change 42:30 Biggest key lessons 46:00 Journey management vs collaborations 48:30 Understanding journey management 55:15 Stay tuned for another episode with Florian 56:30 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/florianvollmer/
Thu, October 10, 2024
A New Approach to Measuring Design's Impact / Stacey Barr / Ep. #212
This might be the most profound conversation I've recorded this year... What if I told you that the puzzle of how to measure and quantify the value of design has already been solved? I know, it sounds too good to be true, right? But hear me out. We all struggle to express the value of design in metrics that businesses understand. The result? We often cut ourselves short because we can't present the impact of our work in a neat spreadsheet. It's frustrating, especially when we see decisions being made that make no sense to us based on "our data". There are many reasons why it's hard to quantify the return on investment of (service) design. We're creating value on a systemic level. We're doing it in co-creation, so attribution is a nightmare. The effects of our work sometimes take a long time to materialize. And the list goes on. So, is all hope lost? Do we throw our hands up in the air? Of course not. Recently, while researching better alternatives to hierarchical goal structures (which are inherently broken), I stumbled upon an article by Stacey Barr. I had never heard of Stacey or her work before. This discovery led me down a massive rabbit hole. Stacey is a leading expert on performance measurement. Over the last 20 years, she has developed and refined a methodology to measure, track, and improve performance that's being used in over 40 countries. The more I read about this methodology, the more I felt that this could be the breakthrough we've been looking for in the design field. I have to be careful not to raise expectations too high, but... Stacey is an unusual guest for the Show. Someone who's completely outside of our design bubble. And that's why this turned out to be such an interesting and eye-opening conversation. In this episode, you'll learn that there is a systemic and reliable approach to figuring out what and how you can measure the impact of design. You can take this approach and apply it to your work today! And best of all, as you'll hear, the approach builds upon a lot of the elements that we as a design community are already familiar with. I hope this episode will show you that we can actually get to measuring the things that matter, not just the things that are easy to measure. And maybe, even maybe, get you a little bit excited about measurement (yes, that's actually possible)! A part that I really liked in our conversation is when we rolled up our sleeves, took an abstract goal like "increasing the sense of belonging," and went step-by-step on how to break this down into more concrete and quantifiable metrics. This exercise really brought things home for me. Keep making a positive impact! ~ Marc -
Thu, September 26, 2024
Are We Designing a Landfill or Leaving a Legacy? / Jennifer Rittner / Ep. #211
Let's start with an "easy" question today... Is design a force for good, or just another cog in the capitalist machine? I know many design professionals are grappling with this question. We see design's potential to have a positive impact but often find ourselves frustrated by its misuse as a tool for profit at any cost. The overflowing landfills, the disposable products... These are reminders of design's unintended consequences. And while we yearn to challenge the status quo, to advocate for sustainable and ethical solutions, we often face resistance from those prioritizing short-term gains. Yeah, it's a delicate balance. So how can we raise our voices as activists without jeopardizing our livelihoods? How do we ensure that our work benefits not only our (internal) clients but also society and the planet? Our guest, Jennifer Rittner , has dedicated her career to exploring these questions. In the conversation, we delve into the complex relationship between design, ethics, and culture. Do we need a moral compass for the design industry? How much responsibility do we, as designers, bear for the impact of our work? What kind of culture do we want to shape through our designs? If anything, this episode invites you to step back from your daily tasks and reflect on the bigger picture. It's an opportunity to clarify your purpose as a professional and think about how you can align your work to that. So if that sparks your interest, join us for an inspiring chat. Let's be honest, in a world obsessed with instant gratification, it's crucial to pause every now and than to consider the long-term consequences of our actions. We owe it to generations to come. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 211 03:30 Recalibrating Social Dynamics 05:00 Design and Social Dynamics 10:00 Is there an alternative? 17:30 How her approach changed 19:00 Marc's background 24:00 Solution before building 25:00 Designer reflection 26:30 Accountability in design 32:00 The landfill problem example 38:00 What's holding us back? 43:00 How to be better humans 47:15 How we label success 51:30 Her thoughts on designers 58:00 Balancing what to make 1:00:00 "The Lab culture" 1:03:30 Power to change 1:06:30 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/jennifer-rittner Design needs to grow up and take responsibility / George Aye / Episode #194 - https://youtu.be/tzGf6T_mMpE </p
Thu, September 12, 2024
How DesignOps helps you Focus on What Matters / Meredith Black / Ep. #210
Ever feel like the weight of the world on your shoulders as a service design professional... That you're constantly juggling your "actual" work with the complexities of organizational processes and structures? Well, I've said it before and I'll say it again: Our DesignOps friends are here to lighten that load. They enable us to focus on what we do best - design – by handling the operational intricacies that so often slow us down, and drain our energy. I've heard many firsthand stories of how transformative a DesignOps partner can be. But to fully unlock the potential of this partnership, we need to understand what's happening in the ever-evolving DesignOps world. That's why I'm very excited to have Meredith Black join us on the Show. Having contributed to building DesignOps teams at major companies like The New York Times, Pinterest, and Figma, and as co-founder of the largest online DesignOps community, Meredith is one of the most influential and well-informed people on the planet when it comes to DesignOps. In this episode, we dove into questions like: * What does it take to grow a successful DesignOps practice inside your org? * How does the shift towards remote work impact DesignOps strategies? * Why effective DesignOps might initially not look like what you'd expect? * And what's Meredith's secret for quickly gaining momentum and buy-in? Whether your organization already has an established DesignOps practice or you're just beginning to explore this field, I'm confident that the lessons Meredith shares in this conversation will make you a better service design professional. With the risk of over-exaggerating, tapping into Meredith's years of hard won wisdom feels a bit like cheating. So if you want to know how DesignOps can help you deliver your best work, don't miss out on this conversation. As you'll hear, DesignOps has faced quite some challenges in recent years. But at the same time it's clear that the train has left the station and will continue to move forward. DesignOps is here to stay and the future is brighter future than ever. --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 210 04:00 Her credibility for this topic 07:00 Mental shift in Design Ops 13:00 Hard conversations 16:30 Recalibrating expectations 19:00 Living up to promises 24:00 advertising model) vs subscriber model 27:30 Building those relationships 29:30 Make or Break in Design Ops 33:15 Slow consistent progress vs immediate results 37:00 Clients confusion about our role 41:15 Judging your success 45:00 Community building expectations 48:00 Our hope for the community 50:00 How we can help realize that wish 51:30 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/msmeredithblack/ <a href="https://x.com/msmered
Thu, August 29, 2024
RAG makes Service Design easier, faster, and more fun / Kirk Marple / Ep. #209
Sure, AI is pretty cool, but have you heard of something called Retrieval-Augmented-Generation (RAG)... We don't often spotlight specific tech on the Show, but RAG? I firmly believe that RAG has the potential to shake up service design in a big way. Imagine having a super-powered teammate on every project. This teammate has the ability to recall every meeting, every workshop, and every sticky note, not just yours but your entire team's, even from years ago. Not just yours but your whole team's. Ask them a question, and a few seconds later, they've got the answer. It's like being able to have a conversation with your entire project history. Just think about the impact of this for a moment. Now, we all know about those fancy Large Language Models (LLMs) like ChatGPT. Amazing, right? But they're not trained on your data. Ask them about your project, and you'll get... well, something made up. But what if you could combine the conversational magic of LLMs with the deep knowledge of your own data? In a nutshell, this is RAG's promise. It lets those powerful LLMs tap into your world, giving you answers that are not only smart, but relevant. I've been tinkering with RAG to unlock the wisdom hidden in our Circle community discussions. But I'm far from an expert, so I brought in someone who is: Kirk Marple, founder of GraphLit, a startup using RAG to make your knowledge AI-friendly. In our conversation we dove deep. How do we even start with RAG? Do you need to be a coder? How do we make sure the answers you get are any good? What about privacy when AI sees your data? And that's just the start to be honest. What struck me was Kirk's idea that using AI is more art than science. It's about 'prompt sculpting', not (just) engineering. There's a lot of gray area, and that's where we as a design community shine. We should be all over this AI thing... What do you think? --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 209 05:00 What Kirk does in life 10:00 AI for content discovery 14:00 AI and service design 16:00 Data retrieval with AI 19:00 Tracking unstructured data 22:00 Podcast metadata example 24:30 Vector search explained 30:00 AI vs human experience 35:00 Privacy concerns with AI 37:30 Large language models and understanding 41:00 Importance of graphs in AI 44:30 AI: art or science? 48:00 AI's growth and data processing 51:30 AI agents 56:00 Kirk's AI roadmap 57:30 Tips for AI beginners 59:00 Common AI terms 1:01:00 AI resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/kirkmarple/ https://www.graphlit.com/ </p
Thu, August 15, 2024
Can We Design for a Better Tomorrow? Steve Baty / Ep. #208
How can we leave the world in a better place than we inherited it... And what's design's role in all of this? In this episode, we tackle these big questions with Steve Baty. Steve is an author, former political candidate, the current CEO of the Australian Design Council, and co-founder of the renowned Meld Studios. He joins us to confront the undeniable breakdown of our existing systems. Yes, as we've discussed in previous episodes, redesigning these systems is daunting, but Steve believes a turnaround is possible – and urgent. We explore how today's design decisions shape tomorrow's world, balancing profit with doing good for our planet. And I ask Steve the burning question: How can we know we're on the right track when our work's impact won't be felt for generations? But don't worry, I can assure you this isn't just about lofty ideals. We also discuss practical steps we all can take right now to make a difference. It's a good reminder that every monumental shift begins with the small steps. For me, this episode joins the playlist that makes us rethink what good (service) design looks like. So, I would love to hear from you: What does good design mean to you in the context of creating a better world? --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 208 04:00 Who is Steve 07:00 Better Planet for Our Kids 09:30 Design's Role 13:00 The Landfill Problem 14:30 Why Haven't We Solved It? 17:00 Old Ways, New Challenges 18:00 Potential Changes 21:45 Decision-Making for Longevity 24:30 Designer's Dilemma 27:30 Staying Positive 30:34 Measuring Success 33:00 Products vs. Services 37:00 Reconnecting People and Nature 41:00 Accelerating Change 44:00 Government Intervention 45:30 What to Do? 48:30 Good Design Defined 51:00 Designing Standards 53:00 Final Thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/stevebaty/ Designing Tomorrow by Steve Baty & Martin Tomitsch (Book) - https://www.designingtomorrowbook.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, August 01, 2024
How to Design Service Endings That Don't Stink / Joe Macleod / Ep. #207
Ever felt trapped in a service you couldn't escape... Trying to end a subscription only to face a frustrating maze of hurdles? Let's face it, service endings are often the worst experience ever. The good news is that it doesn't have to be this way. In fact, well-designed endings can be a secret weapon for your business. Think about it – when customers inevitably move on, what's the final impression they take with them? Sadly, most companies neglect or wilfully ignore this crucial stage of the customer lifecycle. They hide the cancel button, throw obstacles in your path, and make leaving feel like a punishment. It's a missed opportunity because, historically, businesses have focused all their energy on acquiring new customers rather than on gracefully saying goodbye. But what if we flipped the script? What if endings felt like graduations, where we celebrate customers moving on to new adventures? Could those who leave become our biggest fans? This isn't just a pipe dream. Joe Macleod, who's literally written the book on this topic (twice!), joins us on the Show to share how to design endings that leave a positive, lasting impact. We'll unpack the secrets of great endings, how they differ from beginnings, and the undeniable business case for getting this right. Trust me, this episode is an eye-opener. Once you hear it, you'll see opportunities everywhere to turn departing customers into brand ambassadors. So, if you don't want all your hard work building good customer relationships to go to waste when they leave, tune in and learn how to make every goodbye a fond farewell (and maybe even a new beginning!). --- [ 1. GUIDE ] --- 00:00 Welcome to episode 207 05:30 About Joe and Endings 07:00 Ending Journey 08:30 Joe's Passion for Endings 15:00 Businesses & Endings 18:00 Businesses & Status Quo? 20:00 Reassurance Endings 24:30 Divorce example 27:00 Measuring quality of an ending 35:00 Endings & Memberships 38:00 Alumni or Death Phase? 43:00 Healthcare Offboarding Example 47:00 Ex-Customers = Value 51:00 Importance of Alumnis 53:00 Pondering about Endings 55:00 3rd Book Preview 57:00 Giveaway announcement 58:00 Resources 59:00 Key Takeaways --- [ 2. LINKS ] --- https://www.linkedin.com/in/josephmacleod/ Endineering by Joe Macleod (Book) - https://www.andend.co/endineeringbook Ends by Joe Macleod (book) - https://www.andend.co/book www.andend.co --- [ 3. CONTEST ] ---
Thu, July 18, 2024
The Roadmap to Demonstrating Design's Impact / Ryan Rumsey / Ep. #206
Let's crack the code of proving design's impact on the bottom line... For this, we first have to go back to 2012. That year, a groundbreaking discovery was made at CERN. The existence of the Higgs Boson, a particle that had eluded scientists for over 40 years, was finally proven. You know what? I feel that this elusive quest is very similar to our own pursuit in the world of service design: proving the undeniable business value of design. We see its impact all around us, but providing it with hard evidence remains a struggle. Our guest this week, Ryan Rumsey, may hold the key that gets us closer to unlocking this mystery. One reason the Higgs Boson took so long to find was that the researchers were unsure where to look. As former Apple executive, author of "Business Thinking for Designers," and founder of the Chief Design Officer School, Ryan proposes that we, just as the researchers at CERN, may have been looking in the wrong place all along. Many companies, he argues, don't actually need (good) design to turn a profit, which makes it difficult to isolate its added value. But fear not, there are tested and tried methods to uncover the correlation between our work and its impact on the bottom line. As you'll hear in this episode, it might not be as complex as we sometimes are made to believe; it could simply be a matter of putting in the work. The discovery of the Higgs Boson faced similar challenges, requiring unwavering determination and persistence. This is an episode about business speak, statistics and our self-worth. And somehow, it's still quite entertaining if you ask me. So if you're even remotely interested being able to clearly articulate the value you bring to your organization, you don't miss out on this one! I echo Ryan's argument that every design professional, even those in-house, should embrace an entrepreneurial spirit. Understanding marketing, positioning, and even sales can be immensely beneficial. Ryan is truly one of a kind, and I'm always grateful to be able to learn from him. I hope you enjoy our conversation as much as I did. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 206 07:00 OKRs & KPIs 13:00 Rethinking Measurement 16:00 Strategy Mapping 22:00 Statistician Thinking 29:30 Measuring Impact 32:00 Google's Money Machine 33:30 The Implication 37:00 Beyond Best Service 37:30 Apple vs Dell: Design? 42:00 Management & Narrative 48:30 Design vs. Innovation 49:30 Minto Pyramid 52:30 EasyJet Example 57:30 Defining Good Work 1:02:45 Community Matters 1:08:00 Key Takeaways 1:09:30 How You Can Help Ryan --- [ 2. LINKS ] --- https://www.linkedin.com/in/ryanrumsey/ <a href="https://www.letsjumpship.com/" target="_blank" rel="
Thu, July 04, 2024
Why BAD services are good for you / Lou Downe / Ep. #205
Good Services... A book that has quickly become a classic in our field. If you haven't read it yet, it's a must. It outlines the 10 principles of good services, which is pretty fundamental stuff. But even before writing it, Lou Downe was already an icon, creating impact as the Director of Design at the Government Digital Service in the UK. So when I heard through the grapevine that there was a sequel in the making, I just had to invite Lou back to the show. Interestingly enough, our conversation started with a question: Why, even after all these years, are we still trying to justify the value we bring to the table? There's nothing wrong with articulating our value, of course. But how can we make it a two-way street, rather than all the burden falling on us, the design community? These days, Lou runs the School of Good Design, where they help professionals tackle this very challenge. So in this episode, we get to tap into a wealth of practical advice based on their experience. But we didn't stop there. We also dive into: * What has changed since "Good Services" was published in 2020? * What drove Lou to write a follow-up, and how will it differ from the first one? * What does the future hold for service design? Lou dropped a surprise during our conversation. As the new book is still in the works, there's a unique opportunity for you to contribute! You'll hear all the details in the episode. --- [ 1. GUIDE ] --- 00:00 Welcome (keep the same) 04:00 Beyond Design Justification 05:20 Good Services Journey 08:00 The Gap: Bad Services 13:30 Finding Value's Middle Ground 16:00 External Validation 19:00 Misunderstanding Service Design 25:00 Lightbulb Moment 28:30 Great Service Example 31:30 Design vs. Service Pros 35:00 Understanding the Service 37:00 Service "Designers" debate 44:00 Understanding your role 48:00 Grow Service Design Skills 51:00 The New Service Book 53:00 New Book vs. Good Services 55:00 How We Can Help 56:30 Wrapping Up --- [ 2. LINKS ] --- https://www.linkedin.com/in/lou-downe-757a83b/ https://good.services/ https://good.services/home https://good.services/deadendspodcast https://good.services/contact --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. <a href="https://servicedesignshow.com/circ
Thu, June 20, 2024
Exploring The Materials of Service Design / Simon Clathworthy / Ep. #204
What are the materials of service design... A seemingly simple question, but one that I believe has the potential to reshape our understanding of service design. Historically, design has always been about shaping and manipulating materials to give form to things around us. It's only in recent years, with the popularization of design thinking, that design has drifted away from its roots and heritage of a craft. The focus shifted on -sometimes mindlessly- following a flawed double diamond process. Even though people over the recent years have tried to raise the question of what the materials of service design are, the conversation never really caught on. Something tells me that's about to change with the release of the book "The Materials of Service Design." (links below) This book, in my opinion, marks a turning point in the history of our field. Yes, I absolutely feel it's that important, and no, I'm not getting any commissions on the book sales. It offers a fresh, materials-based perspective that adds a much needed nuance and richness to how we think about service design. Imagine being able to have constructive conversations about designing with time, relationships, culture, and all the other materials that make up services. Imagine understanding the properties of these materials deeply enough to co-create a shared library of service design patterns. The implications are huge. This approach once again makes it clear that services can't be designed by a single person; they require the involvement of experts from many areas. It also challenges us to reimagine how we teach service design. All in all, it really does open up a world of new questions and possibilities. As you hopefully can read, I'm excited about the direction and trajectory that could take us. So, join Simon Clatworthy, co-author of the book, and myself as we dive into this exciting new perspective of a materials-based approach to service design. --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 204 04:30 Beyond the Toolkit 08:00 The 4 Unexpected Materials 11:00 Lost Essential? 16:30 Service Design vs. Design Thinking 20:00 Skills for Designing Services 24:00 Unveiling the Book's Materials 30:00 Data as Material: Conversations 34:00 Shaping Conversations 42:00 Time: A Material to Master 44:30 Measuring Time in Design 46:30 Specialization in Service Design 49:00 The Rise of Service Design Specialists 51:00 Co-Design: Your Service Design Team 54:30 The Responsibility of Design 58:00 Implications for Service Designers 1:01:00 Beyond Designers: Service Experts <p
Thu, June 06, 2024
The Secrets to Effective Design Leadership / Marzia Arico / Ep. #203
What does it take to become a great design leader... Regardless of whether or not it's in your official job title, you're already leading to some degree. You are leading because your work is to deliver change. Change because we want to break free from outdated mental models that can't solve today's challenges. But what kind of leadership is needed to transform our organizations from the dehumanizing machines they are today into adaptable living beings? Returning guest Marzia Arico has some valuable perspectives on this. With a PhD in Organizational Studies and experience leading complex projects at LiveWork, she has many juicy insights to share with us. In this episode, we explore the emergence of a new, more empathetic leadership style that's quite different from the traditional notion of leadership. We discuss how to present ourselves confidently in our work, even when imposter syndrome is lurking around the corner. And we also delve into whether we should be explicit about the change we seek make or take a more trojan horse approach to influencing things. This is a must-listen episode for anyone who wants to step up, take charge, and offer an alternative to the current leaders who aren't doing what's required today. This conversation is a powerful reminder that we are all setting an example. Each and every day. So let's be intentional about what we want to put into the world. Take care and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 203 03:30 Welcome back Marzia 04:30 Machines to Living Beings 11:30 What made her want to make the change 17:00 How to quickly build your confidence 21:30 From Machines to Living Orgs 30:30 Onboard with How, Not What 33:30 Conversation with the oblivious 40:00 Empathizing with the machine 42:00 The example of technology 46:00 Fast-tracking to leadership 47:00 Being strategic when you talk 50:30 Discussions to ponder 51:30 Food for thought --- [ 2. LINKS ] --- https://www.linkedin.com/in/marziaarico https://design.mavericks.substack.com https://strategicdesignbook.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, May 23, 2024
Can Design Help Us Break Free From Broken Systems? / Fang-Jui Chang / Episode #202
Why is it that we rarely question the systems that govern our day-to-day lives? Imagine building a rocket ship while still believing the sun revolves around the earth. Even though this sounds ridiculous today, it's not that long ago that this was the accepted notion. When Galileo first made the claim that it was actually the other way around, he even got jail time. Yeah, people don't really like it when their fundamental beliefs are put up for scrutiny. Our history is full of "truths" we later debunked. Okay, so what does this have to do with service design What if you're currently designing services that are based on flawed beliefs? There's certainly reason to think so. So, in this week's episode, we explore what these beliefs could be. For that, I have invited Fang-Jui Chang from the Dark Matter Labs to join us at the Show. In the conversation we dive into the hidden systems we take for granted, like ownership, currency, and even government. Fair warning: This episode will challenge your assumptions. It might even feel a bit like mental jiu-jitsu at first (it surely did for me). But once things click, a whole new world of possibilities opens up. And judging by the news, I would argue that we need a radical new perspective on how our world operates in many areas. So join me for a conversation that will challenge the way you see the world, question some fundamental "truths" and give you some fresh insights along the way. This is one of those episodes where I had to let the ideas marinade a bit. It's all too easy to dismiss them because they seem incompatible with how our existing worldview. But defer judgment, and you might be surprised what happens. Take care and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 202 04:00 Who is Fang-Jui 07:00 How she got into SD 10:00 Lightning Round 12:30 All beings thriving 18:30 Outdated systems fail 23:00 Asking a river permission 30:00 What we took for granted 38:30 How to prevent overwhelm 46:00 Moving forward without panic 48:00 The skill that will help 51:30 what we can to help 1:01:00 where to reach them 1:01:30 One thing you can remember --- [ 2. LINKS ] --- https://radiclecivics.cc https://darkmatterlabs.org https://twitter.com/darkmatter_labs https://www.linkedin.com/company/darkmatterlabs Please get in touch with the Radicle Civics team via radiclecivics@dar
Thu, May 09, 2024
What it takes come out stronger from a crisis / Lilli Graf / Ep #201
My daughter dared me to 15 meters free-fall... I was on a climbing track with her, and this was one of the "attractions." Of course, she had taken the plunge without shedding a sweat. So, there I was standing on the edge, ready to take the jump, while everything in my body was screaming NO. I hesitated, terrified... but backing out was not an option. Especially not when a 10-year old girl is cheering dad on from the ground. Sometimes, you just have to leap into the unknown and trust that things will turn out alright. Our guest this week, Lilli Graf, also took a massive leap. She left a safe job at a respected design agency to go independent and start her own business. Why? Because she knew 'less bad' isn't good enough anymore when it comes to our climate crisis. Her journey in the last few years has thrown up many challenges. So, I wanted to know what kept her going, what she had learned so far, and what she would have done differently, looking back. Of course, we also had to talk about what pushed her over the edge to make the leap in the first place. This episode is about way more than climate solutions (though those are fascinating). It's about YOU... As service design professionals, we champion change. We push our clients to step into the unknown. But how often do we do that same? I hope this honest and open conversation will inspire you to leap more often. What fascinated me is how well Lilli's story shows the ripple effect of our choices. From childhood to career, it all connects. What will your next ripple be? --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 201 03:00 Who is Lilli 04:00 how Lilli heard about SD 05:15 Lightning Round 06:15 Community needs to reflect 11:15 Why Lilli needed to Step Back 13:30 Moving to the sustainability spectrum 19:30 World that's not going to be here 22:30 Black foot tribe 25:00 The responses / the results 29:15 Crisis to nature and to ourselves 33:15 How do I preserve this life? 39:15 What Imma Collective is doing 45:00 The biggest challenge 49:00 Do it with Joy and patience 50:30 The journey most proud of so far 51:30 One piece of advise 54:30 How to embark in this journey too --- [ 2. LINKS ] --- https://www.linkedin.com/in/elisabeth-lilli-graf/ https://www.immacollective.com/ Change by Design by Tim Brown (Book) Everyday Utopia: What 2,000 Years of Wild Experiments Can Teach Us About the Good Life by Kristen R. Ghodsee (Book) --- [ 3.
Thu, April 25, 2024
Your Burning Questions Answered / Marc Fonteijn / Ep #200
Recently, I turned 43... I don't really celebrate my birthdays anymore. Don't worry; I have an amazing wife who makes sure there's always cake. But I do always try to take a moment and reflect on my past year because “The only time you should ever look back, is to see how far you've come.” Well, today, it's not just about my journey; it's about ours. We've hit a massive Service Design Show milestone: 200 episodes! That's a new interview every two weeks for over 8 years. And by now, we've clocked in over 500.000 listens to our conversations. Truly mind-boggling. Especially when you consider how niche our field is (still). It tells me what I do matters to people like you. Honestly, if I had to, I'd still do this show just for my own learning... but knowing you're out there makes it so much better. To celebrate, I'm flipping the script. For this episode, it's me answering YOUR questions. Some are about service design, some get a bit personal... Here's a sneak peek: Is Journey Management the next big thing? Will service design disappear? How does the Show make money? How do I keep sane working solo? You might be surprised by some of the answers. Guess, there's only one way to find out... This episode was a lot of fun and quite a challenge to produce. Let me know if you like this format – maybe we'll do a follow up... Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 200 01:50 Why Service Design 04:30 Lessons learned from 200+ conversations 10:15 The business model 16:15 How to stay healthy and sane 25:00 Communicating service design 31:00 Designing timeless services 36:00 Is Journey Management the next big thing 40:00 Where are things going --- [ 2. LINKS ] --- https://www.linkedin.com/in/marcfonteijn/ https://www.servicedesignshow.com/circle/ --- [ 3. CIRCLE ] --- Join our private community with smart and generous in-house service design professionals. https://servicedesignshow.com/circle
Thu, April 11, 2024
What Design(ers) Needs to do to Stay Relevant / Yvonne Tran / Episode #199
Is design facing a crisis? You don't have to spend much time on LinkedIn to read about the recent layoffs, studio closures, and debates about our value. Whether or not you call it a crisis, it's hard to deny that things have been shaken up recently. But instead of focusing on surface level symptoms, let's dive deeper. In this episode, we sit down with Yvonne Tran, design director at the New York Times, to explore the underlying forces that shape design. Where are we coming from, and what could be its next destination. Why is design in its current state? Is this a backlash against the widespread understanding of "design thinking"? If everyone's a designer, what's the unique value a professional brings? Despite the challenges, Yvonne still sees a bright future for design. As our clients and colleagues evolve and mature, so must we. In our conversation, Yvonne outlined three key areas where design can continue to provide unique value. A thought-provoking episode for anyone interested in new ways to think about how to keep playing a meaningful role in the future. It's all too easy to get bogged down in the daily grind. What I enjoyed about this conversation with Yvonne is that we zoomed out and challenged our perspectives. Let's look beyond the horizon of this quarter and make decisions that are grounded in a long-term perspective. Inspired? Share this with someone who needs to hear it. Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 199 03:30 Who is Yvonne 04:30 How she stumbled to SD 06:00 Lightning Round 10:00 Design, Designers, & Innovation 14:00 The promise of design thinking 17:30 What's the impact 27:00 The new role of design community 37:00 Aligning people's expectations 39:30 How to accelerate demand 44:00 How to measure success 48:30 One takeaway --- [ 2. LINKS ] --- https://www.linkedin.com/in/yvonnetran/ Braiding Sweetgrass by Robin Wall Kimmerer (Book) - https://a.co/d/3Jho54D --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, March 28, 2024
How to Stop the Erosion of Great Services? / Cameron Tonkinwise / Episode #198
This has to stop... I don't care what they say. Chatbots s*ck. But we, as service design professionals, have the power to make things better. Sure, ChatGPT and Google Gemini are impressive tools, but a chatbot on a company's website? Probably one of the most frustrating experiences you can have these days. This trend toward replacing humans in service delivery is a growing concern. There's nothing wrong with trying to optimize processes. It becomes a problem when it's done in a mindless way to solely cut costs at the expense of the user experience. Our guest, Cameron Tonkinwise, makes a compelling case for preserving the human element in service delivery. Because removing this vital component erodes something incredibly valuable that AI (or any other tech) can't and will never be able to replicate. As you can imagine, simply pointing out the problem isn't enough. So, in our conversation, we explore how to make a strong case for human-driven services... even to the most skeptical stakeholders. Spoiler: Waiting for our clients to change their minds isn't the answer. It requires a proactive approach on our part. If you work in a product or tech-driven environment, this episode will hopefully give you the energy and ideas to challenge the relentless push for short-term optimization. The chat with Cameron reminded me that we have a responsibility to design the future we want to see rather than just being of service to others. Enjoy the conversation and keep making a positive impact! Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 This is Episode 198 04:00 Who is Cameron 05:00 How he stumbled to SD 12:30 the current perspective to SD 15:00 the ideal outcome 16:45 A vastly uneducated community 24:00 Why the model isn't adopted 26:00 How to support the current economy 29:30 Hockey puck story 33:30 Thoughts in AI 39:00 What you can be offering 41:30 Expressing the need 45:00 Importance of frontline observation 50:00 One practical takeaway 52:00 Connect with Cameron --- [ 2. LINKS ] --- https://www.linkedin.com/in/cameron-tonkinwise-80a5987/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, March 14, 2024
How to Predict the Future and Make Smarter Decisions Today / Ali Draudt / Ep #197
Imagine that you had the power to look into the future... That you could escape from the short-term focus and envision a world years or even decades away. And on top of this, you'd be able to turn this vision into something real, a roadmap to guide your decisions today. Wouldn't that change everything? Now, this episode won't give you a crystal ball, but it might be the next best thing. We all know that the challenges we face today require different ways of thinking in order to solve them. If we continue on the trajectory we're currently on, our future isn't looking very bright, to say the least. In order to create a different, better future, we have to first imagine it. But with our world changing so fast, how can we even predict tomorrow, let alone years from now? Aren't we just better off focussing on the here and now? Not according to our guest, Ali Draudt. Ali teaches us that predicting the future is a hidden superpower of designers. Lucky for us, Ali is an expert – author of "What the Foresight," holding a degree in Design Strategy and Strategic Foresight, and is currently the Head of Innovation and Design Strategy at Nike. In this episode, you'll hear how to: Explore worldviews that might be radically different from your own. Challenge your existing beliefs and biases to imagine the seemingly impossible. Use practical tools to make abstract futures tangible. So, if you're to unleash your hidden superpower and make better decisions today you'll be in for a treat! Talking with Ali reminded me that the dots only connect in hindsight. The only way to make those breakthrough, serendipitous connections is by continuing to explore things that seem irrelevant now. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 197 04:00 Who is Ali 04:45 How Ali Stumbled into Service Design 06:30 Lightning Round 08:00 Moving beyond antromorphic design 10:30 What's truly human-centered 17:30 Adopting to this practice 21:00 Next big thing to go beyond 24:00 Changing levels of zoom 31:00 Coping mechanism on the speed 38:00 Using the Steep Model in Teams 40:00 4 archetypes to future potentials 45:30 What good work look like 49:30 Co-creation mode 50:45 What I hope you'd remember --- [ 2. LINKS ] --- https://www.linkedin.com/in/alidadraudt/ The Thing from the Future (Team-building game) https://situationlab.org/project/the-thing-from-the-future/ The Ministry for the Future - Kim Stanley Robinson (Book) <a href="https://a.co/d/992fmv5
Thu, February 29, 2024
The Key to Understanding the Impact of Design on Business Outcomes / Patrizia Bertini / Ep. #196
Here is something that makes many service design professionals cringe... The question to quantify the impact design has on the company goals. You'll see that finding the answer to this question is actually surprisingly easier (and more fun) than you might think. Here's a business mantra you might have heard before: If it's not being measured, it's not important. Numbers rule. That's that cold, hard reality of how companies operate. Now, as a design community, we've always struggled to quantify the value we bring to tangible business outcomes. Sure, there are valid reasons – we often work on systemic challenges where it's hard to make a water-tight correlation between our efforts and the specific impact they have on the goals. There are just many factors at play that have an influence, and isolating our contribution is hard or, rather, impossible. So, we often get hung up on this attribution question as we feel we can't "prove" how much we've contributed. Even if we want to measure our contribution, we find that the right measuring processes aren't in place to do so. So, we'd rather focus our time and energy on solving the actual challenge at hand than implementing those processes from the ground up. And let's be real, not many of us wake up excited about capturing things in a spreadsheet. So yes, there are reasons why quantifying the impact of design is hard and often lacking. But, as we've recently seen, we're paying a high price for this. Just scroll through your LinkedIn feed to see many sad examples of that playing out. When budgets tighten, design often takes the hit as it can't show, in numbers, its contribution to the business. Okay, I know this hasn't been a very uplifting message so far. But here's the good news. There is a group of professionals out there who absolutely love design and thrive on these types of measurement challenges. Of course, I'm referring to our friends from the DesignOps community. When we collaborate closely together, we have the power to anchor design as an indispensable strategic discipline. At least that's the firm conviction of Patrizia Bertini, our guest in this episode. Patrizia, shares her journey of implementing measurement frameworks that facilitate healthier conversations between design professionals and business stakeholders. In the conversation, we dive into the juicy stuff like value attribution, measuring systemic impact, and prototyping with numbers. I can't guarantee this episode will turn you into a spreadsheet enthusiast, but it will definitely inspire you to be BFFs with someone who loves crunching numbers. Let's face it; we might sometimes feel intimidated by numbers. We want to prove with scientific rigor that things are the way we say. But here's a secret: educated guesses are everything you need... Enjoy the chat and keep making a positive i
Thu, February 15, 2024
Practical Strategies for Doing Work that Truly Matters / Frances Yllana / Ep #195
What's the most important tool in your service design toolbox? No, it's not a fancy piece of software or a groundbreaking methodology. The most important tool is you. A bit cheesy? Perhaps. True? Absolutely! Let me explain. You're the enabler for all actions leading to positive change. It's easy to overlook the importance of keeping this tool—yourself—in top shape. And you can only deliver your best work when you're healthy and happy. If you're drained by unfulfilling work or feel your talent is going to waste, all the other tools in your kit won't matter. So, how do we get to a place where we do work that gives us joy and motivates us to get up in the morning? That's the theme of the conversation with our guest, Frances Yllana. Frances shares practical ways to align our work with our purpose. And we discuss the importance of prioritizing conscious career development, even in busy times. As you'll hear, the great thing is we can apply many tools and methods from our own toolbox to achieve this. This episode is all about making sure you do the work you want to do, not just the work you know how to do. Yes, the stakes are high! The conversation with Frances inspired me to spend even more time understanding myself—when do I operate best and deliver my most valuable work? There's a lot of power in knowing yourself, so hopefully, it will get you in this mood as well. Keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 195 03:30 Who is Frances 04:00 How she stumbled to Service Design 05:30 Lightning Round 08:45 Finding purpose by doing work outside of our work 10:30 What lead to this thinking 14:30 How the purpose translated 18:30 Increasing the chance of clarity 20:30 Insights to figuring out what you should be pursuing 27:00 How we can identify the impact that we are contributing 32:45 A knack for recognizing wins 39:30 Helpful methods to help you find purpose in your work 43:30 Piece of advice --- [ 2. LINKS ] --- https://www.linkedin.com/in/francesy/ SunsayS.cool - https://www.sundays.cool/ Send a letter of gratitude to someone - https://www.sundays.cool/praise --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, February 01, 2024
Design needs to grow up and take responsibility / George Aye / Ep. 194
Design is at risk of being misused and exploited... Wow, I had to let that sink in for a moment. It's not the first thing that comes to my mind when I think of the service design community. I generally see a bunch of optimistic and passionate professionals dedicated to making the services around us better. However, our latest guest, George Aye, delivers an important wake-up call. George argues that when we solely focus on the feasibility aspect of our work, we fall into the trap of contributing to challenges that aren't aligned with our values. It's not enough to merely ask whether we can do something. As a practice, we must take responsibility and hold each other more accountable for the impact we have on the people that we serve. The key question, according to George, is whether we should contribute to a particular challenge. No challenge is too small for thorough scrutiny. We need to overcome the idea that we should get involved in every project and demand higher ethical standards from ourselves and our clients. But what does this mean in practice? In our conversation, George, who leads a highly respected design studio, spills the beans on how his team holds him accountable for the clients and projects they take on. Why he has written over 50 break-up letters to clients and the importance of the "gut-check" tool as the crucial compass for guiding their decision-making process. This conversation might make you uncomfortable at times—I certainly felt that way. Yet, I wouldn't have wanted to miss it for a moment, and I believe you might feel the same after listening. The topic is too important to ignore. One statement from George that continues to resonate with me: When a lawyer or doctor makes a mistake, they lose their license. What are the consequences when a design professional screws up? This is a key question we must address to mature our field. Enjoy the conversation and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 194 03:45 Who is George 04:30 Lightning Round 08:00 Should we do it? 10:30 Am I asking this question enough? 14:30 A Project promoting unhealthy behaviors 20:00 Guns and tobacco 22:15 The risk of getting fired and it's trade-offs 26:15 How can we know when to speak up? 30:45 Examples when making a wrong judgment call 31:15 The Gut check 48:15 What to do when it doesn't play out well 53:45 How do we bring this to a broader community? 57:15 Moral injury --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/georgeaye/ George's studio: http://greatergoodstudio.com/ The Social Change by Design Database: <a href="https://airta
Thu, January 18, 2024
Why Beautiful Businesses always Win / Alan Moore / Episode #193
Could it be that we're missing the ultimate metric of success? If I asked you about the metrics driving your organization, I bet revenue, costs, and profit would top the list. Sure, staying in business means earning money, and for most organizations, growing profit has been the default mode of operation. But here's the catch: more money shouldn't, and frankly can't, be the end goal. We all feel the consequences of that mindset today. So, if profit isn't the ultimate metric of success, what could be the alternative? Our guest, Alan Moore , has an inspiring take on this. According to Alan, the metric to optimize our business for is beauty . Yes, you read that right, beauty. Now, I know this will sound a bit unconventional for some organizations, but just because beauty isn't a recognized metric doesn't mean it lacks importance. Just imagine a world where we actually would optimize for beauty instead of profit. Intriguing, right? So, is this just wishful thinking? Surely not! In our conversation, Alan shares practical tools and examples of companies that have embraced this philosophy, taking the first step toward a more beautiful business. This is one of those conversations that could open up a whole new area in your opportunity space that will help you design better services. What resonates with me about Alan's story? It's aspirational. It challenges the mainstream narrative and demands courage to follow this path. Perfect for the design community to embrace if you ask me --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 193 07:15 Who is Alan 08:30 How he stumbled upon Service Design 10:15 Lightning Round 11:30 Beauty will change the world 16:15 Why is it about beauty 22:45 3 Steps to Reset 28:45 How to look at the world differently 37:00 Steps in the "Do" Stage 47:45 When should we push reset? 49:15 Applying the work you're doing today 50:45 The point is to strive 52:15 How to know you're making progress 1:00:15 What you can do today --- [ 2. LINKS ] --- https://uk.linkedin.com/in/alanmoore2 https://beautiful.business https://thebeautifuldesignproject.com/ No Straight Lines by Alan Moore (book) - https://a.co/d/9metoPr Do Design by Alan Moore (book) <a href="https://thedobook.co/products/do-design-why-beauty
Thu, January 11, 2024
How to build a thriving community for and with service designers
Here's a crazy idea... Imagine you had a team of service design superheroes by your side. A team that helps you take on the status quo head-on, challenging organizational inertia with confidence. As service design professionals, we're playing the long game. Change is a journey, and navigating tough times is part of adventure. Over the holidays, I read "The Long Game". In the book, the author underscores the importance of a strong support group to overcome short-term challenges and bridge the unavoidable chasm of doubt. Well, enter the Circle community – our, or rather your, team of service design superheroes. If you've been following my work, you'll know that we've been carefully building this support group over the last three years. Since day one, the Circle has been an ongoing prototype, and (fortunately) not everything works out as we plan. In this episode, you get a peek behind the curtains as we share the lessons learned from the past year. You'll also hear about our hopes for the future and what the next iteration of the Circle could look like. The insights aren't just for those creating their own (internal) community; they will resonate with anyone on a journey of professional growth. Having experienced the Circle firsthand, I have no doubt that actively exposing yourself to your peers' thoughts, ideas, and experiences is the most effective way to evolve into a mature and well-rounded professional. --- [ 1. GUIDE ] --- 00:00 Circle Retrospective 2023 Special Episode 02:45 Welcome Brian & Hayden 03:45 How the Circle evolved 08:15 The Most helpful Dinner Table Session 11:00 What we will be exploring more 12:15 What's important for service designers 22:15 Small wins 26:45 Ways How the Circle has expanded 30:45 What to look forward in 2024 36:30 What the Circle Can Look like in 5 years 40:45 How we can improve our practice 44:45 Closing
Thu, January 04, 2024
The secret to getting Service Design in the driver's seat / Brad Alphonso / Ep. #192
We've all heard it before... An idea is nothing without execution. As service design professionals, our mission goes beyond doing research and creating future scenarios. We're here to create real, tangible change in the lives of the people we serve. But here's a frustration I'm sure you'll recognize: many insights we uncover eventually never materialize into solutions. It's been a critique of service design for years. Why does this happen? Well, one reason is the handover moments within organizations. Many great ideas die in the transition between people, teams, and departments. Plagued by conflicting agendas, different objectives, and unequal resources. And as service designers, we lack the mandate or authority to see our ideas through to the end. So here's a wild idea: What if there were no handovers? What if service design were the driving force all the way through? In this conversation, we sit down with Brad Alphonso , who's successfully championed this approach within his organization. Service design is now a respected voice shaping customer experiences and influencing the business strategy. We explore with Brad what it takes for service design to play this role within your organization. How can you earn the trust and confidence of those around you, allowing you to take the keys to the car? We also dive into why we must expand our definition of design, step out of our comfort zones, and overcome imposter syndrome to lead the change we want to see. An inspiring conversation based on a real-life case study that will surely give you some new ideas on how to turn ideas into impact. Brad's insights have made me aware again that we need to redefine success as we mature within our organizations. Different stages require different metrics, and failing to adapt can leave us stuck—something to reflect on. Enjoy the conversation! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 192 06:00 Who is Brad 07:00 How he got into Service Design 10:30 Owning the journey 13:30 First-hand experience to pain 15:30 Should we eliminate the hand-off? 22:00 How they got people in the room 27:00 Meet the desires of the organization first 31:00 What Difference a Holistic Approach Can Make 33:30 Recalibrate what success is 40:00 The development process on how this could be implemented 41:30 The criteria of great work 45:00 When your work evolves the transformation 47:45 The biggest challenge in the shift 50:00 When you can't see immediate progress 53:15 A practical advice --- [ 2. LINKS ] --- https://au.linkedin.com/in/brad-alphonso-637914126 <
Thu, December 21, 2023
Do better work and boost your happiness through Unhurried Conversations / Johnnie Moore / Ep. #191
In our fast-paced society, we often find ourselves rushing through life. Whether meeting work deadlines or juggling personal commitments, speed and efficiency seem to rule the day. Our interactions with others have become transactional, focused on accomplishing tasks rather than building meaningful connections. Have we lost the art of genuine communication, leaving us feeling pressured and stressed, constantly chasing happiness? Sometimes, it definitely feels so. So what if we paused for a moment? What if we took the time to listen to one another without judgment or hidden agendas? Listening not to prove a point but to understand. Our guest this week, Johnnie Moore, introduces us to the concept of Unhurried Conversations. What started as a simple experiment has grown into a movement. Johnnie shares the origins of this movement, what it is at its core, and how it can be integrated into our busy lives, even in work settings where busyness often defines success. Unhurried Conversations act as a magical lubricant in our interactions, making everything flow more smoothly. I won't spoil the surprise, but if you feel lucky, take a guess about what this magic entails before diving into our conversation. In a world where change takes time, patience is an essential trait for every service design professional. I really do think that embracing an unhurried mindset can be a simple way to strengthen your patience muscle. Enjoy and keep making a positive impact :) ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 191 05:00 Who is Johnnie Moore 05:30 How he stumbled with service design 06:30 Lightning Round 08:00 Topic for today: Have More Faith and Curiosity 10:30 It's not a secret: Unhurried Movement 13:00 The talking stick process 15:00 The experiment 17:00 Current state of Unhurried Movement 20:30 The result when people engage in the process 26:30 What it requires for a participant 30:00 What might not work - The Risk 33:15 The effects, level of progression when you "Unhurry: 35:00 Value in not doing and only listening and repetition 38:00 Advise when doing Unhurried conversation 43:45 Not having an agenda 46:00 Making human connections --- [ 2. LINKS ] --- https://www.linkedin.com/in/johnnie-moore-2323/ unhurried.org https://www.unhurried.org/book The Answer to How Is Yes: Acting on What Matters by Peter Block (Book) - <a href="https://a.co/
Thu, December 07, 2023
How to get design out of the box it's been put in and unlock its true potential / James Helms / Episode #190
Design has failed... There's a growing narrative that design has fallen short, failing to tackle important business challenges and truly impact customers' lives. But let's dive deeper. Was this a predictable narrative from the start? In recent years, design often found itself working within confined parameters, struggling to fit into an agile, time-boxed, and predictable fashion. Trying to responsibly and get in line with the rest of the business. I've seen many talented service design professionals work their *ss off, still trying to deliver the best work within these boundaries. But the odds were always against them. Perhaps it's our optimism or the sheer challenge that leads us to believe we can reshape design to fit within these constraints. We tried, and to some extent, we succeeded. But when we're honest, the result often resembles a watered-down, marginalized version of what design is truly capable of. So, it's not surprising to come across critiques regarding the impact of design. The question is, how do we get ourselves out of this messy situation? Our guest in this episode, James Helms, offers some intriguing insights. One key aspect is to reconnect with design's superpower: crafting solutions that resonate with people on an emotional level. Additionally, we must find ways to get our executive leaders along this journey. Helping them see how it contributes to the bottom line. We can and should also take more responsibility for the work we deliver. If that's not living up to our standards, we need to voice concerns. And when those concerns go unheard, sometimes, we must bravely decide to seek a more supportive environment. If you also sense the potential for design to tackle bigger and more meaningful challenges but struggle with the practicalities, this conversation will give you some food for thought. The conversation with James got me thinking again about the ever-present balance between a business's quest for predictability and the way design works. How predictable can our work be before it loses its magic? Enjoy the episode, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 190 05:30 Who is James 08:30 How James came across Service Design 11:00 Lightning Round 13:00 Design's current state 17:15 Design's value at the expense 19:15 The agile process 25:30 Design core values success stories 31:15 How to maintain the status quo? 32:00 Domino Effect 40:00 The Dilemma 50:00 Anecdotal evidence and stories 54:00 Is it our fault? 55:15 What's a better strategy? 1:03:00 Piece of advice 1:08:30 Three tech poles of a great creative 1:10:00 What James is doing now --- [ 2. LINKS ] --- <a href="https://www.linkedin.com/in/jameshelmsad/" target="_blank" rel="noopener
Fri, November 24, 2023
How ResearchOps saves time and maximizes impact / Kate Towsey / Episode #189
ResearchOps, it's a real game-changer... To drive home why, let me share a personal story. I've been producing this podcast for six years now. There are at least 60 steps that need to be completed before a conversation reaches your ears. Over the years, I've put different systems in place to make the production process run smoother. But here's the interesting part: Today, I spend about the same amount of time on each episode as I did in my first year. So what's changed, you ask? Now that I've standardized and documented the entire process, much of the logistical overhead is out of the way. I use that time to focus on our guests and the quality of our conversation -- the magic happens there. So, what does this have to do with research? Well, what if we applied a similar approach to research? We all know that there's no service design without research. However, getting the time and resources needed for proper research is tough. Research is still often seen as an expense to be minimized rather than the investment it truly is—an investment that multiplies the value of your work down the line. How can we streamline the research process to free up more time for the real magic to happen? Well, that's where ResearchOps comes in! It's a community of passionate professionals looking into how research can be done smarter and deliver more value. Our guest in this episode, Kate Towsey, is at the forefront of this community. In our conversation, we discuss how we, as service design professionals, can benefit from the work done by the ResearchOps community and why service design plays a crucial role in making ResearchOps even better—a beautiful self-reinforcing loop. One important point from my conversation with Kate is that streamlining the research process isn't about doing less research—it's about increasing its quality. Enjoy the chat, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 189 05:00 Who is Kate 06:30 How I stumbled into Service Design 09:00 Lightning Round 11:00 Intersection Between ResearchOps and Service Design 14:15 What is ResearchOps? 20:45 Importance of a Research Library 27:00 The Secret to Research 32:00 How it impacts adoption 37:00 What's missing with ResearchOps 44:00 Importance of Research Strategy 48:30 Advise when connecting with a ResearchOps 52:00 The Future of ResearchOps 55:30 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/katetowsey/ ResearchOps Community - https://chacha.club/ <a href="http://katetowsey.com/" target="_blank" rel="noopener
Thu, November 09, 2023
How to be a compassionate leader who gets things done? / Amelia Diggle / Episode #188
There is no way around it; you have to lead... Here's the elephant in the room: Being in a leadership position can be a lonely and isolated endeavor. As service design professionals, we often find ourselves in situations where people look up to us on what to do next. They put their trust in us to set out the course and direction. Great, right? Well, if you're the one who has to carry the weight of making the correct call each and every time, it can easily lead to unhealthy situations and potentially burnout. Not to mention that the challenges we work on are simply too complex to solve in isolation. But it doesn't have to be this way, as our guest, Amelia Diggle, shares in this episode. In our conversation, Amelia shares some unconventional leadership practices that promote collaboration, effectiveness, and even fun, from working out loud to deep listening and mindfulness. Amelia's insights offer a much-needed, refreshing perspective on compassionate leadership. As you'll hear, regardless of whether you hold a formal leadership role or not, you can inspire change by modeling positive behavior. So please join us for the chat and what it takes to become a compassionate leader who achieves results. --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 188 05:30 Who is Amelia 08:00 Lightning Round 10:15 How we can be more collaborative leaders 13:45 Design having more influence 16:45 Leadership isn't collaboration 21:00 What to expect to do differently 22:30 What's "Working Out Loud" 27:00 How to get people to work on the right level 29:15 What to Avoid 35:00 Being Good at Listening 42:30 Am I Listening Enough 43:30 Dealing with a Loud Person 49:30 A Pivotal Milestone 52:30 Importance of having a Vision Statement 57:45 Piece of advice 1:00:30 Connect with Amelia --- [ 2. LINKS ] --- https://www.linkedin.com/in/adiggle/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Fri, October 27, 2023
Strategies for Positioning Design as an Equal Business Partner / Scott Zimmer / Ep. #187
Let's face it... In many organizations, human-centered design, unfortunately isn't yet woven into the cultural fabric. This means that design often still needs to earn its stripes before it gets fully accepted inside an environment that's dominated by a different mindset. And the stakes are high. Either design's influence grows, and investments shift toward it, or it risks fading into insignificance. Right now, there's a strong debate going on in our field: How can we earn this respect without losing our design essence, the very source of our effectiveness? Scott Zimmer , our guest this week, brings a wealth of insights on what it takes to persuade organizations to make substantial (financial) investments in design. Through his experiences in executive leadership roles, he successfully championed design, building environments where it was regarded as an equal partner rather than a replaceable resource. In this conversation, we delve into the strategies for building bridges between business and design, ensuring mutual understanding and appreciation. As you'll hear, Scott offers practical, actionable steps to drive change within your organization, from the influence of job titles to crafting stories that resonate with your business partners. So, if you're interested in learning what really moves the needle in favor of design from someone who's been at the very top, make sure you don't miss this one! One key takeaway from my discussion with Scott is that we should hold firmly to our principles and not doubt the value we bring to the table. We can be both brave and humble. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 187 05:45 Who is Scott 09:00 Lightning Round 10:30 Designers seeking respect 16:30 Respect revered 18:30 How to earn the respect 26:00 Valuing what designers put into the table 30:15 What it means to be an equal partner 36:30 Making a positive impression 39:45 The status quo 44:30 Bragging rights in your favor 47:00 Lessons learned 56:00 It's a bet 59:15 What's next for Scott 1:04:30 Final takeaway --- [ 2. LINKS ] --- https://www.linkedin.com/in/sczimmer/ Org Design for Design Orgs by Peter Merholz (book) - https://orgdesignfordesignorgs.com/ Join the waitlist - https://www.tmpt.me --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. <a href="
S186 Enull · Thu, October 12, 2023
Solving the systemic issue that's holding design back / Mauricio Manhaes / Episode 186
This can't be true... It was a revelation that left Mauricio Manhaes in disbelief. A disturbing pattern emerged during his research on what it means to cultivate a design-driven culture in everyday work. Doing research is much like connecting dots, where individual stories often lack groundbreaking insights. However, unexpected patterns can suddenly emerge when you look across these stories. And that's exactly what happened when Mauricio interviewed some of our field's most accomplished, experienced, and respected professionals. These professionals were generously sharing their work journeys and challenges. But when Mauricio zoomed out and started to reflect on the stories, he realized these challenges weren't rooted in a lack of skills or resources. A deeper, systemic issue is at play, limiting design and designers from living up to their full potential. Mauricio has recently published his findings and came on the Show to share them with us. Join us to gain insights into what might be limiting your impact, and walk away with a practical tool to help you have constructive conversations about this topic with peers. What I deeply appreciated about Mauricio's approach is that it's all about understanding and improving, not about assigning blame. Enjoy the conversation, and as always keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 186 06:30 Who is Mauricio 08:15 Lightning Round 17:45 Being part of the decision-making 20:00 What Social Exclusion is like 23:00 Verbal hostility in the workplace 24:15 Realizing the issue: Workplace Bullying 31:00 Feminity and design 38:00 Journey mapping the issue 43:00 Taking ownership of the issue vs being the victim 48:15 What should be explored next? 52:15 The action plan: what we should do 54:15 Get in touch with Mauricio 55:00 How can we devise more ways --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/manhaes/ Truths and Method by Hans-Georg Gadamer - https://shorturl.at/rBOQW Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20 - https://www.youtube.com/watch?v=VCjrMUz_gk0 Slidedeck used on the SDN Global Cafe - https://www.linkedin.com/posts/manhaes_to-fit-or-not-to-fit-touchpoint-vol-14-activity-7087067423404634113-358C -- Compilation of the main discussion points that emerged after the SD
Thu, September 28, 2023
Gain buy-in without burning out by having healthy conversations / Heather Walker / Episode #185
It's the magic ingredient (and blind spot)...Trust. It's not a topic that gets much attention in the service design space, but it's the secret sauce you need to get people on board with your ideas. Trust is the linchpin whether it's your colleagues, clients, or CEO. That's why, in this week's episode, we dive into what it truly takes to cultivate a deep sense of trust with those around us. The good news? You likely already have all the skills required. While trust is universally important, it's especially relevant for us as service design professionals. Most of the time, we do not control the budget or have full decision-making power. We're heavily reliant on partners to turn insights into action. It's fair to say that building partnerships is a daily necessity for effective service design. The challenge (and frustration) arises when we struggle to secure genuine buy-in within these partners. Sure, we can get heads nodding in agreement when we present our plans or ideas. But that's just the tip of the iceberg. To make a real impact, you need people willing to invest their scarce time, money, and attention in your vision. That's the kind of buy-in that drives change. And trust, both in you and your ideas, is the key to achieving this level of commitment. So, how do you go about building this trust? Our guest in this episode, Dr. Heather Walker, has been guiding professionals on this very journey, and in this episode, she unveils the key skills needed to get buy-in for your ideas. She also sheds light on common pitfalls professionals encounter when pitching ideas and how to maintain resilience in the face of rejection or setbacks. This conversation delves into aspects often overlooked in the everyday discourse around service design—knowledge you need to become a more mature, well-rounded, and influential professional. I believe this episode couldn't have arrived at a better time. Heather is not only a knowledgeable expert but also deeply invested in your success. She's your biggest cheerleader. Enjoy the conversation, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 185 07:15 Who is Heather 10:00 Lightning Round 17:15 Why it's on the agenda 23:00 Common mistakes in Buy-in 29:15 Why do we skip the why? 31:00 The consequences when you fail to communicate 35:30 Handling rejections 43:30 Figuring out your way to communicate 50:30 Influencing people in consuming information 57:00 Dealing with Disappointments 1:03:00 Celebrate your wins 1:06:30 Why you should celebrate your small wins 1:10:00 recommended resources 1:12:15 Piece of advice --- [ 2. LINKS ] --- https://www.linkedin.com/in/leadwi
Thu, September 14, 2023
Rewiring the Corporate Mind through Service Design / Perrin Rowland / Episode #184
It's not a walk in the park... In fact, calling it challenging is a major understatement. What we, as service design professionals, often need to tackle some could described as brain surgery. But I bet they didn't teach you that in service design school. They certainly didn't for me. But why the analogy to brain surgery, you ask? According to our guest, Perrin Rowland , who serves as the Chief Experience Design Officer at one of New Zealand's largest banks, a significant part of our role involves rewiring the organizational neural pathways. This rewiring is necessary because many established organizations lack the infrastructure needed to fully leverage the potential of design. It's simply not their modus operandi; it's not how they've reached their current status (quo). Consequently, these organizations don't align with the core design principles, which leads to misaligned beliefs, behaviors, and practices. This misalignment often results in disappointment when design attempts to work its magic in an unprepared environment. But here's the crux: we can, and indeed must, do better. Even if you don't encounter it daily, remember that those who benefit from our services rely on us to make them more human-centered. So, how do we build the infrastructure necessary for organizations to prioritize their customers' needs as diligently as they do those of shareholders or regulators? With starting from scratch not being an option, we're left with the challenge of reshaping the existing foundation and pivoting from there. Yes, it's tough work. And yes, sometimes it's okay to let off steam. It's all part of the journey. Tune in to this conversation with Perrin, and you'll get what I mean. I must say that Perrin's energy in this conversation is absolutely contagious. If nothing else, you'll walk away with a renewed appreciation of the complexity of the role of service design and brain surgery. Enjoy the episode, and as always, keep making a positive impact! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 184 10:15 Who is Perrin 13:45 Lightning Round 18:45 About the topic/book 21:15 Why we need to rewire the pathways 25:30 What's missing? 29:30 How to reframe this 34:15 How to make it work 38:15 Bottom-up approach and top-down initiative 42:15 Importance of having a taxonomy 45:00 How do you go about changing the processes 47:30 Does this convince them to make the investment 52:45 The value in trust 59:15 What's next? 1:00:15 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/perrinrowland/ <a href="https://eagleman.com/books
Tue, September 12, 2023
The power of merging business and design
What's the impact? What happens when you can translate the value of service design in a way your business leaders understand? Does your daily work transform? How does it influence your projects? Does it open doors to new challenges? Does it boost your career? Many theories abound, but why not hear it straight from the pros who are bridging this business-design gap? In this episode, six service design professionals share their journey. And here's a spoiler: improving your business communication skills isn't just crucial for client-facing roles; it's invaluable whether you're freelancing or working in-house. Thank you for being part of our community. Your work matters, and remember, we've got your back! - Marc [ 1. Episode Guide ] 00:00 Welcome 03:30 The graduates 04:30 Kate (agency) 11:15 Vinatha (in-house) 19:00 Afi (independent) 27:15 Anu (in-house) 34:45 Jane (in-house) 41:15 Cristina (public sector) 49:45 Closing thoughts [ 2. Selling Service Design with Confidence ] For more information and instructions on how to apply, head over to https://servicedesignshow.com/confidence/
Thu, August 31, 2023
How GOOD Co-Design leads to better services / Emma Blomkamp / Episode #183
It feels like an absolute no-brainer... Involving our users in the design process. We've all seen the outcomes of services that neglected this step. In the best case, these services that looked great on paper just get no adoption in the market. In the worst case, they cause harm to certain communities. Within service design, we know that co-designing solutions is a way to minimize this risk greatly and to deliver services that meet the needs of our users. Yet, involving users in a meaningful way is easier said than done. The challenges can be overwhelming, like ensuring that co-design happens before the key decisions are made. So, what does it take to good co-design? Well, in this episode, Marc sat down for a chat with Emma Blomkamp . Emma is a respected expert in our industry around anything and everything co-design. Emma's insights on good co-design go beyond processes, touching on its often-overlooked mental aspects. Because knowing the right steps in a co-design process is meaningless if it leads to burnout. We explore how to cope when things don't go as planned, maintaining a light approach around loaded topics and finding the support for creating deeper, more human connections. All in all, it is an inspiring conversation for when you want to do justice to the people you're designing for while also taking care of your own mental well-being. It's easy to forget that we sometimes need to take a break and reflect on our own practice to develop a clear perspective on what good looks like. I'm grateful that Emma reminded me of that. Enjoy the episode, and keep making a positive impact! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 183 06:30 Who is Emma 10:45 Lightning Round 13:00 What is Codesign? 15:00 Why it's important 17:30 The difference 20:00 Good place to start 22:00 Fo-design 23:30 Guide to good Co-design 25:00 Reciprocal value in Co-design 28:30 Pressure in Co-Design 35:30 Good intention gone wrong 39:30 Should everything be Co-designed? 42:45 What makes a good Co-designer 47:00 Areas of support 49:00 Codesign needs co-support 52:00 Future of Co-design 54:45 Final thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/emmablomkamp/ https://www.beyondstickynotes.com/what-is-codesign https://www.goodreads.com/book/show/49628.Cloud_Atlas --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. <a href="https://www.servicedesignshow.com/circle" target="_blank" rel="noopener nore
Thu, August 17, 2023
DesignOps is Service Design? / Heidi Ettanen / Episode #182
In this episode, we dive deep into DesignOps and its rapid adoption by leading companies worldwide. Personally, I'm a strong advocate for DesignOps. I feel it holds the potential to unleash, or at least significantly contribute to, the full power of design within organizations. The fact that you're reading this tells me that you probably also feel design needs to operate at a more strategic level and not be confined to surface-level challenges. DesignOps plays a crucial role in creating an environment where design and design professionals flourish. It bridges the gap between an organization's existing operations, often misaligned with a design-driven approach, and a future where design seamlessly integrates with how business is done. As you might have experienced yourself, most organizations lack the supporting systems, processes, and tools for design to thrive. Design's voice is often muffled amidst the organizational noise. Being in such a scenario can be incredibly frustrating. You recognize your work's potential impact, yet external factors limit it. This is where DesignOps comes in — removing these limitations and cultivating a space where design professionals are heard and valued. The guest in this episode is Heidi Ettanen , a respected leader in the DesignOps realm, leading operations at a global fashion and retail brand. I sat down with Heidi to explore some burning questions: when do you need to establish a dedicated DesignOps role, how do you align people and processes without stifling creativity, and what are the common pitfalls when initiating DesignOps? So, if you're passionate about creating an environment where design thrives, elevating its impact on your organization through design (did anyone say inception), this episode is a must. With each DesignOps-focused episode, my respect for the field and its champions grows. And there's just so much opportunity for collaboration. Enjoy the conversation, and keep making a positive impact! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 182 04:00 Who is Heidi 04:45 Lightning Round 07:00 How it all started 11:15 What is DesignOps (Workplace Analogy) 12:45 Why is it Important? 14:30 What DesignOps focuses on 19:15 Challenges dealt with 26:15 Who takes the lead? 31:15 When Do We Introduce DesignOps? 36:45 3 Pillars in Ops 39:00 The hardest aspect of DesignOps 40:15 What's holding us back 44:00 H&M design process 47:00 What's needed to make it impactful 49:45 What did you wish you knew? --- [ 2. LINKS ] --- https://www.linkedin.com/in/heidiettanen/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, August 03, 2023
The Service Organization Demystified / Kate Tarling / Episode #181
Imagine not just designing one service... But shaping your entire organization so that it keeps improving the services it offers, continuously. Yes, it's a much bigger challenge, yet the reward of creating a highly service-oriented organization is immeasurable. But let's be real, redesigning an entire organization isn't a task for the faint-hearted. You're tinkering with an established system that has steered the company for years, propelling it to where it is today. In my view, we don't have a real choice though. How much longer can we design services that eventually fall short of their potential due to organizational roadblocks? Continuing this way not only wastes time and money but also breeds frustration. Your hard work might not have the desired impact, causing doubt to loom over service design's legitimacy as a field with stakeholders. They say that you eat an elephant one spoon at a time. In our context, if the elephant is the challenge of reshaping our organization to be more service-centric, where do you start? Enter " The Service Organisation ," a freshly published book. It's making waves in our community for a reason, and I couldn't resist inviting the author, Kate Tarling , to share her insights on the Show. It turned into a great conversation about how decisions are made, funds allocated, and workflows orchestrated within an organization. If you're keen on doing good service design, at scale, this episode is your golden ticket. For me, Kate's insights are once again a testament to the monumental effect seemingly simple actions can have. Enjoy and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 181 06:00 Who is Kate 07:00 Lightning Round 11:15 The reason behind the book 18:30 Leadership 19:45 Soccer Analogy 23:45 What the book centers on 25:00 Practice tools examples 28:00 Understanding the word "service" 30:45 Transforming the organization 34:15 The role responsible for funding 41:30 The Gap 44:30 What's missing 47:30 Why it's an integral part 49:30 Questions that rose 51:45 Examples of Operating Models 54:45 Closing Thoughts 56:30 Kate's Book --- [ 2. LINKS ] --- https://www.linkedin.com/in/kate-tarling-6b43b19/ The Service Organization by Kate Tarling (Kate's Book) Recoding America by Jennifer Pahlka (Book) --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. <a h
Thu, July 20, 2023
How to design more conscious & respectful solutions / Diana Albarran Gonzalez / Episode #180
What does the good life mean to you? And can you design for it? I had the pleasure of speaking with Diana Albarran Gonzalez recently, who firmly believes in the power of design to shape a better future for individuals, organizations, and our planet. She challenges the prevailing Western-centric and industrial philosophies that often prioritize extraction and exploitation over our collective well-being. To transform our design practice and prioritize the greater good, we must embrace diverse perspectives, ways of knowing, and cultural contexts. These alternative approaches may not always be viewed as objective or scientific, but dismissing them limits our potential to create a positive impact. So in this week's episode, Diana shares her insights on enriching our current design practice by integrating multiple perspectives. Discover how this shift can be liberating, empowering and align your solutions with the local cultures and environments. Conversations like these help me to break free from echo chambers. It's great to be reminded that design extends far beyond familiar faces and best-selling books. I hope you'll enjoy the conversation as much as I did. - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 180 05:15 Who is Diana 07:30 Lightning round 10:45 Designing for buen vivir 13:15 A different logic of design 19:30 What are we missing 22:15 Power, privilege, and access 24:15 Good intentions gone bad 27:00 Owning greater responsibility 31:45 Inspiring examples 38:15 Making it personal 40:45 Roles are shifting 42:45 We can all drive change 46:45 Acknowledging your emotions 52:00 Hope for the future 53:45 Recommended resources 55:45 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/albarrandiana/ Beyond Sticky Notes by Kelly Ann McKercher (Book) - https://www.beyondstickynotes.com/tellmemore --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://www.servicedesignshow.com/circle
Thu, July 13, 2023
Enabling Internal Service Design Teams to Thrive / Ben McCammon / #Circle
Okay, this might sound a bit strange... But whether or not you can drive change within your organization has little to do with the quality of your work. Often it's the (lack of) enabling factors around you that determine how impactful you can be. So in this week's episode, we take a step back from our core service design practices and focus on the external conditions that influence our work. During a deep dive session in our Circle community, Ben McCammon shared a valuable health check framework he uses as a team lead. This framework outlines 12 essential success factors that often get overlooked in the midst of day-to-day work. Ignoring these factors can have detrimental long-term effects, leading to team frustration, attrition, and doubts from senior leaders about the team's value. So a lot is riding on making sure that these success factors are always in good shape. Join us as Ben walks us through four key elements of the framework, providing insights and practical advice for creating an environment where service design teams can thrive. If you're a team lead, this framework will undoubtedly be a valuable resource. And if you're not yet in a leadership role, consider sharing this episode with your lead to create a better understanding of what you need to drive change at scale. Enjoy the conversation! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome 03:00 Who is Ben 08:45 Role of the leader 12:00 Defining success 16:00 The health check 18:30 Framework overview 19:15 What is the Circle 24:45 Expertise & Credibility 27:00 Taking actions & routines 28:15 Demonstrating value 32:00 Proactive stakeholder management 35:45 Scoping & planning work 38:00 Learning-oriented feedback 42:00 Meaningful progress 49:00 Appreciation and recognition 52:30 Changes to the framework 54:00 The most important thing 55:00 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/benmccammon/ https://www.servicedesignshow.com/team_health_check_framework/ --- [ 3. CIRCLE ] --- Connect with and learn from fellow service design professionals across the world. Join our growing community! https://www.servicedesignshow.com/circle
Thu, July 06, 2023
Reflecting on the evolution of service design / Patrick Quattlebaum / Episode #179
In this episode, we dive deep into the insights and experiences of Patrick Quattlebaum, co-founder of the renowned service design agency Harmonic Design. With Harmonic's recent 5th anniversary, I seized the opportunity to discuss what Patrick learned along this journey. You'll hear inspiring perspectives on the challenges of running a service design agency, the essence of effective leadership, and the future of our field. We also delve into the highly anticipated sequel to his co-authored book, "Orchestrating Experiences," which has become a classic in our industry, transforming how companies approach customer experience. Coincidentally, as the book also celebrated its 5-year milestone this year, we explore how the landscape has evolved since its publication and the new chapters Patrick would include. Prepare for some surprising insights. This conversation is unlike what you're used to on the Show, mainly thanks to the Harmonic Design team's collaboration in helping me shape the questions. Their contribution created a truly unique episode. If you're ready for an insightful and light-hearted discussion with one of the icons in our field, don't miss this episode. A big thanks to Patrick for being such a good sport and allowing me to throw some curveball questions at him :) Enjoy the episode! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 179 02:00 What excites you 08:00 Service design cocktail 10:30 Proudest moments 14:00 Biggest surprise in the pandemic 17:00 Orchestrating experiences 25:00 The next chapter 27:15 Challenging situations 33:00 Leadership traits 36:30 Vision for the future 42:30 Importance of role models 45:15 The perfect dinner 47:00 Influence of service design 49:30 Who is your inspiration 51:00 What needs an iteration 54:00 Secret ritual 55:00 Alternative career 57:15 Words of wisdom --- [ 2. LINKS ] --- https://www.linkedin.com/in/ptquattlebaum/ https://thisisharmonic.com https://rosenfeldmedia.com/books/orchestrating-experiences/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, June 22, 2023
The shortcut to making better decisions faster / Adam Lawrence / Episode #178
This one was a challenge... I'm trying to summarize the episode you'll hear with Adam Lawrence and explain why you would want to tune in. Ironically, of the key takeaways from the conversation is that words can be very limiting, especially when dealing with challenges that involve complex intangible human experiences. This is why you see many other, richer forms of communication being used in service design. We love to visualize, prototype with LEGO and even act things out. And what we find is that these forms of communication, which look deceivingly playful to outsiders, lead to better and faster decision-making. It's not just about being more effective either; by focusing on words as the primary way of communication, we exclude those who could contribute meaningfully through other expressive means. However, as I'm sure you know, not everyone feels comfortable with these alternative forms of communication, even though they are more effective and inclusive. Many organizations crave certainty, logic, and definitive answers, leaving little room for ambiguity. This brings us back to the conversation with Adam. We delve into why non-designers hesitate to embrace richer forms of communication and the fears and anxieties associated with it. And how can we lead by example to create a pull effect rather than imposing our methods dogmatically onto others. So, all in all, we cover a lot of ground in a conversation where we advocate for using fewer words :) A standout message for me was when Adam said that the riskiest thing a business can do is stick to the status quo. Enjoy the episode, and keep making a positive impact. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 178 06:30 Who is Adam 08:30 Lightning round 12:00 Implicit vs explicit design 17:00 The limitation of words 20:00 It's just faster 23:00 Using richer data 27:30 The tension in design 32:00 Investigative rehearsal 34:00 Subjective value 37:15 Do we get it 39:45 What's stopping us 41:45 Increasing the odds 46:00 Pull vs push change 50:30 Common objections 53:00 Creating a safe space 59:00 Things are changing 1:00:30 Call to action 1:01:30 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/adamstjohnlawrence/ * http://globaljams.org * https://www.cocreationschool.com * This is Service Design Thinking (book) - https://amzn.to/3NdT0gx * This Is Service Design Doing (book) - https://amzn.to/3qY6zco --- [ 3. CIRCLE ] --- Join our private community for in-hous
Thu, June 08, 2023
Crafting services that define identity / Claire Dennington / Episode #177
Which do you prefer? A service that simply gets the job done. Or... a service that not only gets the job done but also helps you express your values and identity. If you choose the second option, you're in for a treat. This week's episode is all about decoding the design of meaningful services. But first, let's take a moment to acknowledge that the things we buy often reflect our values. Some of the most successful products allow us to express our identity through them, like driving a Tesla, wearing Havaianas, or collecting Pokémon cards. These products go beyond functionality, becoming iconic symbols of pop culture. They attract passionate fans and loyal ambassadors. Now, when it comes to services, it's much harder to find those with the same pop culture status. Why is that? Our guest, Claire Dennington , has extensively studied this topic and reveals the key: trends. Yes, trends can be a design material for creating services that add meaning and joy to people's lives. So if you want to learn how trends can be harnessed to design services that people want to use and associate themselves with, make sure you don't miss this conversation! I admit when I first heard about using trends in services, I was concerned about their sustainability. But in my conversation with Claire, she explains how trends can actually encourage sustainable behavior, particularly in the realm of services. Enjoy the episode and keep making a positive impact. - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 177 04:00 Who is Claire 04:45 Lightning round 07:30 How it all started 08:30 What is pop culture 11:00 Culture vs. pop culture 13:30 Iconic examples 15:15 Where's the opportunity 17:15 Recognizing meaning 20:30 What's the advantage 23:30 How sustainable is this 26:00 Material properties of trends 28:00 What shapes what 29:30 From sub to pop culture 32:00 Traditional services 33:15 Evolution of trends 36:45 How to start 40:15 Picking the trend 42:00 Relationship to branding 44:00 What excites you 47:00 Developing service concepts 49:30 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/claire-dennington-a61871b/ https://aho.no/en/calendar/doctoral-thesis-defence-claire-dennington --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. <a href="https://servicedesignshow.com/ci
Thu, May 25, 2023
Breaking Down Inequalities: Empowering Change Through Design / Jaryn Miller / Episode #176
We must have him on the Show... That's what crossed my mind when I came across Jaryn Miller's recent LinkedIn post. Jaryn is the service design manager at Headspace Health. You might know Headspace from their popular meditation and mindfulness app, but these days they do a lot more. So I reached out to Jaryn with an invitation, and luckily, he said accepted. Our conversation took us on a profound personal journey. It became clear that Jaryn is on a mission—a mission to foster inclusivity and equity within the healthcare system in the USA, leveraging the power of design to do so. A critical challenge we face as a community is that, often unconsciously, we are still designing for "the majority." This approach has harsh consequences, as individuals who fall outside the average user profile feel unrecognized in the system or, worse, experience harm. It’s our responsibility to change this. Yet, advocating for change is not enough. We must put in the effort and summon the courage to resist the path of least resistance. If this seems daunting, I totally get it, but rest assured. In this episode, Jaryn shares practical steps you can integrate into your daily design practice to promote inclusivity. While our conversation primarily focuses on the US healthcare system, the insights shared hold relevance for any environment where inequalities persist. This is a must-watch episode for those seeking to deepen their awareness of the (unintended) consequences of the services we design. I'll admit that discussing important yet weighty topics such as racism and systemic harm is not always easy. I'm grateful to Jaryn for guiding us through this dialogue. Enjoy the episode and continue making a positive impact. - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 176 05:00 Who is Jaryn 07:00 Lightning round 09:45 What do we need to know 11:15 Jaryn's story 15:30 How did we get here 17:30 Manifestation of disparities 19:45 The role of design 22:00 Being the other 25:00 The north star 27:15 Small things you can do 30:00 Biggest objection 33:00 Importance of leadership 34:30 What success looks like 37:00 Think of the inverse 40:00 Personal journey 43:45 The vision 47:00 Building community 48:30 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/jarynmiller/ --- [ 3. CIRCLE ] --- The service design team you wish you had around you each and every day. https://www.servicedesignshow.com/circle
Thu, May 18, 2023
Cracking the Collaboration Code / Elrica Degirmen / #circle
How can you enhance your collaboration skills? One of the charms of service design is that you always need to involve people from many different disciplines to achieve meaningful outcomes. And as the challenges that you're working on become increasingly complex, effective collaboration becomes more crucial than ever. However, not all forms of collaboration are created equal... Understanding the differences between them can make the distinction between a smooth journey with great results and a road filled with difficulties and frustration. You may have come across terms like interdisciplinarity, multidisciplinarity, or even transdisciplinarity within the context of service design. These concepts represent different ways of working together, and chances are you are already engaged in one of them, whether consciously or not. To shed light on these concepts, I had the opportunity to learn from Elrica Degirmen , our guest in this week's episode. Elrica explains the significant differences between these terms, and in our discussion, we strive to clarify them in simple terms. Because when you understand the strengths and weaknesses of each approach enables you to become a more effective collaborator, equipped with the knowledge to navigate various situations. So, are you curious about the benefits of working in a multidisciplinary team? Wondering when a transdisciplinary approach is most appropriate? Interested in transitioning from an interdisciplinary to a multidisciplinary way of working? It might feel a bit like we're geeking out on service design terminology but I guess sometimes that's totally fine and even helpful :) Enjoy! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome 03:30 Why this topic 04:30 Three definitions 08:00 Why does it matter 09:30 Picking the right one 13:00 Moving into transdisciplinarity 16:00 Putting it into practice 18:30 The roadblocks 21:30 First step 25:45 Finding the time 28:30 Beyond service design 35:30 New insights 37:15 Lesson learned 39:15 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/elrica-feride-degirmen/ Original research paper (PDF): https://go.servicedesignshow.com/ixfx0 --- [ 3. CIRCLE ] --- Connect with and learn from fellow service designers across the globe. Join our growing community! https://www.servicedesignshow.com/circle
Thu, May 11, 2023
Awaken the design leader within you / Sarah Clearwater / Episode #175
Is design facing a leadership crisis? If you’re nodding in agreement, you’re not alone. As service design professionals, we know the power of our craft to create meaningful change. Yet, we often struggle to find the support necessary that allows us to have a long-lasting impact. And when those around us in leadership roles fail to advocate for the value of design, progress stagnates, and burnout becomes all too common. But here’s the good news. You can lead the change today, regardless of your job title or position. So, how do you start leading in an authentic way that aligns with your values and the realities of business? Our latest guest, Sarah Clearwater , interviewed design leaders to find out. She shares her insights in this week's episode with us. If you want to grow the impact design has on your organization and are tired of waiting for others to pick up the torch, tune in to this conversation! Yes, taking on a leadership role can be daunting. But what’s the alternative… Keep pushing for positive change! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 175 05:15 Who is Sarah 06:45 Lightning Round 09:00 What is Design Leadership 10:15 What is the status quo 14:15 Practice vs functional leadership 17:45 How did we get here 21:00 Being context-aware 25:00 The lightbulb moment 26:30 Reflection is a key practice 31:15 Limiting biases 33:00 How does leadership manifest 35:30 When the interplay breaks down 36:30 Maturing beyond the craft 40:15 Go where the energy is 43:00 Setting boundaries 46:30 Growing in increments 47:15 Understanding our position 49:15 The quality of our stories 53:30 You have the potential to lead 56:00 The absence of leadership 58:30 Direction rather than a destination 59:30 Why not start today --- [ 2. LINKS ] --- https://www.linkedin.com/in/sarahclearwater/ https://go.servicedesignshow.com/design_leadership_report --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://www.servicedesignshow.com/circle
Thu, April 27, 2023
Moving Beyond the Textbook Version of Service Design / Jung-Joo Lee / Episode #174
What does it take to unlock the full potential of service design? That was the burning question in my recent conversation with Jung-Joo (JJ) Lee . As you know, service design's true value goes beyond delivering specific artifacts or running workshops. However, the prevalent narrative around service design in recent years suggests that it is a codified process with specific outcomes that can be applied to almost any situation. While this storyline might make it easier to initially "sell" service design, it doesn't consider the systemic value being created, the need to contextualize service design to fit diverse cultures, and the time it takes to deliver meaningful outcomes. When we stick to this one-dimensional narrative, we end up doing service design on a surface level, wondering why the underlying issues we're trying to address remain unimpacted. The longer we maintain this approach, the greater the risk of service design being dismissed as another short-lived fad: "We've tried it. It doesn't work." As service design professionals, it's up to us to change this narrative. And that's precisely what this episode is all about. JJ, who has witnessed firsthand how people adopt the "textbook" version of service design, shares practical tips on holding yourself and your clients to higher standards. Join us as we delve into ways to contextualize service design for diverse cultures, move beyond a process-oriented approach, and focus on creating intangible value. It might not be easy or pain-free in the beginning, but in the end, everyone wins. Although we explore cultural differences between countries and continents, the lessons we discuss in this episode apply to all companies and organizations, regardless of location. Let's keep making a positive impact together! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 175 05:45 Who is JJ 08:30 Lightning Round 12:15 The plurality of service design 19:15 Understanding of SD in Asia 23:15 Story from South Korea 26:00 What was missing 29:15 Role of design maturity 35:00 What does this mean for us 39:15 The end of the double diamond 42:00 Evolving our practice 47:30 Have more courage 51:30 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/jung-joo-lee-154660a/ To Have or To Be? (book) - https://amzn.to/3H4i7jN --- [ 3. CIRCLE ] --- Explore our community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, April 20, 2023
How not to lose momentum when things get real / Lisa Salamone / #circle
As service designers, we often face the challenge of sustaining momentum for change after the initial excitement of a project. It's easy to get caught up in the research and ideation phase, but true success only comes from making a tangible impact on our customers. If you've ever struggled with getting your insights to stick, you're not alone. Recently, Lisa Salamone hosted a session in our Circle alliance where members shared their experiences on sustaining momentum. We discussed practical tips on how to increase the chances that people follow through on your work. By applying these tips and strategies, we can ensure service design doesn't become mere "corporate entertainment" and makes a real difference. So I invited Lisa for a chat on the Show to share the key takeaways from that session with you. One thing that stuck with me from this conversation was the importance of how you start a project. Going slow to go fast is crucial. Enjoy the episode, and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome 03:00 Who is Lisa 04:15 What's in store 05:30 How do you recognize this 08:00 What can you gain 09:15 The challenge 12:30 How did we get here 14:30 Is it our job 17:00 Setting up for success 19:45 Understanding the problem space 23:00 What is the Circle 25:00 Finding advocates 32:15 The beginners mind 34:30 Reusing existing knowledge 37:30 Lesson learned 40:30 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/lisa-salamone/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://www.servicedesignshow.com/circle
Thu, April 13, 2023
Can we design sustainable services? / Anna van der Togt / Episode #173
Have you ever thought about... what a sustainable service looks like? Nowadays, we have a pretty good idea of what sustainability means for products, but I would argue not so much for services. The language around sustainability resides very much in our material world. We talk about carbon emissions, reducing waste, and moving towards circularity. But services aren't made up of atoms. Our design "materials" are things like time, experiences, relationships, processes, etc. So this brings us back to the question of how do you design services that serve our planet just as much as they serve our organizations and customers? In this episode, Anna van der Togt , Lead Sustainability at Livework, shares how they approach this topic. Join us to explore what sustainable insurance might look like and how it would change the relationship between service providers and their customers. We also discuss how to get your clients to open up about investing in sustainable services. Because most of them won't be able to articulate right now that they need or want this. As you'll hear, there are still many unanswered questions, which makes exploring this topic so interesting. :) Here's a question to get your mind going: As a service design professional, you also deliver a service to your clients. How can you rethink your own practice to make it more sustainable? Enjoy the conversation, and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 173 05:30 Who is Anna 07:15 Lightning round 11:15 Where are we today 16:15 Is there waste in services 20:15 Which levers do we have 23:45 Suppliers and customers 27:00 What's missing 29:15 How did we get here 32:15 Design materials of services 34:30 Reactions of clients 39:30 Sustainable service examples 43:15 How could the conversation change 44:45 The role of service design 46:45 What is holding us back 49:15 Looking down, up and wide 52:30 Impact on our practice 54:45 Questions to think about 56:15 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/avdtogt/ The Value of a Whale (book) - https://amzn.to/3UEuc4Q --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://www.servicedesignshow.com/circle
Thu, March 30, 2023
The Importance of Career Frameworks in Scaling Service Design / Doug Powell / Episode #172
How do you scale service design from 10 to 100 inside an organization? That’s what you’ll hear in this conversation with Doug Powell. But first, let me tell you a personal story. My car was leaking oil. It started with small drips but got worse over time. The idea of having to take the entire engine apart wasn’t something I was looking forward to. So we tried to “solve” the issue by tightening nuts, double-checking every seal, and adding fresh oil. As you might have guessed, the problem of course didn’t go away. The car still drove, but my driveway was getting messier by the day, and the fact that I knew that I wouldn’t want to take it for a long drive didn’t sit well with me. So after putting up with the band-aid solutions for a while, it was time to do the unavoidable and take the engine apart. It was messy, it wasn’t cheap, but it had to be done. The good news is that I’m still driving that car today. Similarly, many organizations have “leaking engines” in the form of career frameworks that have grown organically over time and don’t account for the role of service design. And before you say that those are just documents HR likes to look at, let’s not underestimate how important these career frameworks are. They determine salaries, promotions, and responsibilities. So while it’s tempting to keep improvising and avoid the hassle of updating career frameworks, this approach only works for so long. Eventually, you’ll need clarity and structure to scale your team and attract new talent. That’s where Doug comes in. In our conversation, he shares lessons from standardizing and formalizing design roles, responsibilities, and titles at IBM and Expedia. You’ll also hear about HR's role in this process and how you can turn this seemingly unsexy task into a design challenge that excites everyone. Regardless of whether you’re a small or a big team, the insights Doug shares will help you be one step ahead when trying to scale service design… rather than having to fix things when they eventually break down. For me, this conversation was a good reminder that the success of service design within an organization isn’t so much about knowing how to get the most out of our tools and methods. Instead, it’s about making it part of the organizational operating system. Enjoy the conversation and keep making a positive impact :) - Marc P.S. If you’re open to sharing (parts of) your career framework, I’d love to collaborate and grow the maturity of our practice. Just reach out to me! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 172 06:00 Rapid fire question round 10:00 Topic of today 12:00 The backstory 19:00 What is a career framework 24:00 Where can we improve 26:30 Partnering with HR 31:00 It's up to us 33:30 Designer career playbook 39:30 Connecting to existing systems 44:30 Things that need fixing 48:15 Being the outsiders 50:15 From 10 to 100 51:30 Sharing knowledge 55:30 Lessons learned 58:15 The opportunity 59:30 How might we 1:01:15 Closing thoughts --- [ 2
Thu, March 16, 2023
The rise of Service Design at Spotify / Niamh Parsley / Episode #171
I almost can't believe it... Colleagues for the entire org are lining up and asking for service design. That's what Niamh Parsley said when I asked her about the biggest change that happened in the last two years. Niamh is the Senior Design Manager at the world's #1 music streaming service, Spotify. When Niamh joined Spotify, only she and one colleague were waving the service design flag. But today, over 50 design professionals across every area of the company are spreading the practice. How did they do it without hiring an army of service designers? In this episode, Niamh shares how they grew service design inside Spotify, the challenges they faced, and their goals for the upcoming years. You'll learn about the critical role of the internal community, the breakthrough caused by the career framework, and surprising tactics that made service design famous. If you're on a similar journey to grow demand for service design within your organization, you'll definitely want to hear Niamh's insights! I'm grateful to Niamh for sharing her story with us so openly and providing a peek behind the curtains of a high-profile company that impacts our daily lives. Enjoy the conversation and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 171 04:30 Who is Niamh 05:30 Lightning round 07:15 Niamh's journey 12:15 The article 15:30 How is SD organized 18:30 Internal guild 24:30 Career framework 30:15 Challenges 36:00 Impact on staffing 37:30 Biggest win 42:00 What's next 46:15 One piece of advice 47:30 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/niamhmp/ https://spotify.design/article/backstage-tickets-to-the-world-of-service-design-at-spotify Mismatch: How Inclusion Shapes Design (book) - https://amzn.to/42jAWby --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Learn how to get buy-in for service design from your clients, stakeholders and co-workers. https://servicedesignshow.com/confidence
Thu, March 02, 2023
How Rituals Can Transform Your Services / Ted Matthews / Episode #170
I'm sure you know them. Services that made you smile, made you feel special, made you feel... human. Unlike the bland and ordinary services that quickly fade from our memory, they are the services that we remember and look forward to. The secret behind these exceptional services is the emotional connection they create with their users. But creating this emotional connection isn't easy. Luckily, there's a proven "tool" that can help you do it - rituals. Think for a moment about the rituals in your life, whether it's your morning coffee or your weekly dinner club. These moments are important to us, big or small. And our lives are filled with these moments. So, why not design our services with these moments in mind? But how... In today's episode, we're joined by Ted Matthews , a researcher, and expert in rituals as a tool for service design. Ted believes that rituals offer us the opportunity to design memorable services that make a lasting impact on the lives of our users. In this episode, we explore the power of rituals and how you can leverage them in your design process to create unforgettable experiences. Whether you're a seasoned service designer or just starting out, seeing the power of rituals is something that you can't unsee. So, let's embrace it as a community and keep making a positive impact. Thanks for your time, and enjoy the conversation :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 170 06:00 Who is Ted 08:00 Lightning round 13:00 Rituals as a design material 17:30 Habits, routines, and habits 22:00 Rituals in the context of services 28:00 Crafting experiences 34:30 Designing for the collective 39:00 Extraordinary ordinary experiences 42:30 How much is too much 46:00 Ethical questions 49:30 Is it different 51:30 Most common questions 54:00 Recommended resources 56:00 Closing thoughts --- [ 2. LINKS ] --- Ted's PhD (in=depth and difficult) - https://aho.brage.unit.no/aho-xmlui/handle/11250/2758408 Chapter 9 of this book (easier overview but reductive) - http://www.experience-centric.com Rituals for Work (book) - https://amzn.to/3y7QIbz Rituals for Virtual Meetings (book) - https://amzn.to/3yksE5L Ritual design tool kit - https://interactionfoundry.com/rdt On consumption rituals - https://www.sciencedirect.com/science/article/abs/pii/S0195666318302496 --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Learn how to get
Thu, February 16, 2023
Designing services for EVERYBODY / Sally Halls / Episode #169
Okay, take a guess... Which services are probably the most challenging to design? I argue that it's the services that your users don't explicitly ask for. Wait, what?! Who designs services that their users don't ask for? Well, your government does. A lot. Think of public services like collecting taxes, keeping your street clean, and providing quality education, and helping to alleviate poverty. These are often the "forgotten" services that are so important in order to maintain the wellbeing of our cities and countries. It’s one thing to make sure these services are available, but a completely different challenge to improve the experiences of these forgotten services. Our guest, Sally Halls , has taken on this challenge and is using service design to bridge the gap between citizens and policy-makers. In this episode, we'll explore how to design services that people haven’t explicitly asked for, how to bring the public's voice into policy-making, and the impact service design professionals can have on the public sector. Sally also shares her experience with service design and how it can be used to benefit the public sector. The insights from this episode can be used in any sector. If you're dealing with abstract or high-level goals in your work, then you'll surely pick up a few nuggets of wisdom from this conversation. Enjoy! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 169 06:00 Who is Sally 07:00 60 second rapid fire 09:30 Three types of services 14:30 Preventative service misconceptions 18:30 Specific challenges 23:00 Taking the first step 25:30 How to find fulfillment 28:00 Evidencing services 30:45 What are arms length services 35:00 Is this still our work 37:45 What is the most difficult 40:15 Mistakes and pitfalls 44:30 What do you wish you had known 46:30 Recommended resources 47:15 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/sally-halls-a3715417/ https://publicpolicydesign.blog.gov.uk https://openpolicy.blog.gov.uk/category/skills-tools-and-techniques/ https://www.gov.uk/guidance/open-policy-making-toolkit --- [ 3. BOOKS ] --- Hello World by Hannah Fry - https://amzn.to/3EcDZYH How to Make Sense of Any Mess by Abby Covert - https://amzn.to/3IqWI5k Why We Get the Wrong Politicians by Isabel Hardman - https://amzn.to/3XzLwYt
Thu, February 09, 2023
How to get buy-in for service design? From your clients, stakeholders and colleagues.
What is the secret... How do you get non-designers to appreciate the value of service design? It’s also a question that keeps coming back over and over again. And I get it. Clients hold budgets, internal stakeholders have decision-making power, and you need your colleagues to pull projects off. If you don't get these people on board with your work, you risk paying a high price. However, when you know how to play the game well, you increase your chance of doing more meaningful and fulfilling work. Fortunately, selling service design to those around you isn’t some form of dark magic. It's simply a skill that can be learned and mastered. There are repeatable processes, proven frameworks, and dozens of practical tools to help you. Helping you get up to speed with all these tools, frameworks, and processes is what the Selling Service Design with Confidence program does. Recently, a group of service design professionals completed the program, and I invited them to share their key takeaways with you on the Show. In this episode, you’ll hear how it helped them to: Position service design in a tech-led environment. Get clients to invest in user research. Find clients when you’re just starting out. Establish your role inside a multinational. And much more... This is a great episode for anyone who wants better, more productive conversations with non-designers, whether that’s your clients, stakeholders, or colleagues. It not only makes your work more enjoyable but also helps you to become a more mature professional. Enjoy, and as always, keep making a positive impact. - Marc --- 1. GUIDE --- 00:00 Welcome to the episode 03:30 The graduates 04:30 Caroline (agency) 12:00 Halyna (agency) 21:00 Sapna (freelancer) 29:00 Andy (agency) 39:15 Yulia (founder) 47:00 Daniel (in-house) 55:00 Closing thoughts --- 2. Selling Service Design with Confidence --- For more information and instructions on how to apply head over to: https://servicedesignshow.com/confidence
Thu, February 02, 2023
How to manage 100+ journeys effectively? / Florian Vollmer / Episode #168
Journey Mapping is, without a doubt, one of the most important tools we use. We spend a lot of time and effort to create the most impactful maps we can. It’s all part of the job: * Dozens of workshops * Hours doing user research * And weeks of sensemaking. The perfect journey map. Success! But what comes after the map? Unfortunately, in most cases, it’s used... and then stowed away. The map becomes single-use artifacts, forgotten. Used once, then too difficult to keep updated for when a new design challenge comes along. But it doesn’t have to be that way. And this brings us to our guest for this week's episode: Florian Vollmer . I dare to say that Florian has cracked the code when it comes to managing journeys on a large scale. How large? His team works with 100+ journey maps and 500+ innovation opportunities globally. I couldn’t imagine it was possible when I first heard that. But today, Florian not only brings our stowed-away journeys back to life but integrates them with a hundred more. Effectively breaking down silos and fueling collaboration. Avoiding rework and overcoming internal resistance. No easy task. Florian needed to find the connection – something that tech, business, CX, and every other department would embrace. In this episode, you'll hear how Florian transitioned from journeys as (very useful) single-use artifacts to being the backbone of ongoing CX innovation. We’ll learn about: - How you can build a repository of journeys even when you don’t get the explicit task to do so. - What the key criteria are for selecting the right journey management tool? - And how you need to tweak the service design process when you want to reach 100% journey coverage. No matter where you are in your service design journey (no pun intended), this conversation has the potential to take it to the next level! I really enjoyed the pragmatism in Florian's stories. Sometimes you need to let go of common practices and just do whatever it takes. Enjoy the conversation. - Marc --- [ 1. GUIDE ] -— 00:00 Welcome to episode 168 03:45 Who is Florian 06:45 Lightning round 09:45 Operating at scale 13:15 What do you manage 14:30 Who is the team 16:00 How did it start 21:00 Finding broader adoption 26:00 Where do you find the time 28:15 What is the brief 31:15 Beyond service designers 34:00 Importance of tools 40:15 Crossing the tipping point 42:45 Simplifying complexity 46:45 Lessons learned 49:00 Taking more time 50:45 Meets sustainability 52:15 Big questions 55:15 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/florianvollmer/ * Thinking in Systems (book) - https://amzn.to/40lcJAB * DMI article - <a
Thu, January 26, 2023
From journey mapping to journey management / Jochem van der Veer / Episode #167
Journey mapping is reaching its limits. Sure, journey maps and mapping work fine at a small project or team level. But it quickly breaks down when you want to organize around the journey, at a bigger company scale. In order to do this, you need something that goes beyond mapping. But before we dig into what that is, let's look at why journey mapping breaks down: Everyone has their way of doing it; there is no standard. It's hard to get an overview across multiple journeys. Identifying and prioritizing opportunities is a challenge. Tracking progress and impact isn't part of the process. Adoption slows down as most tools aren't made for business users. And many other things... Now, this might sound strange, but I think these are good challenges to have. The fact that these challenges are becoming more pressing is a sign. A sign that the demand for a journey-centric way of working is growing inside companies. Something that we've been hoping and advocating for all these years. So what is the next step... How do you take your journey mapping game to the next level? Well, that's what Jochem van der Veer and I explore in this week's episode. As you'll hear, Jochem has a unique close-up view of how companies use journeys inside their business. Want to help your company organize around the journey, beyond a single project or team? This conversation will get you heading in the right direction. What I found interesting is that we're seeing the contours of a new business approach and philosophy emerging. Makes me excited! Enjoy the conversation and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 167 04:45 Who is Jochem 06:00 Lightning round 08:30 Partnership with TheyDo 12:00 What is Journey Management 13:30 Mapping vs. management 17:15 Journey management stack 19:30 What is the problem 21:00 Product or service-centric 26:15 Maturity levels 32:00 Role of TheyDo 36:15 Governance 38:15 What is the right time 43:00 Journey Management Index 47:45 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/jochemvanderveer/ https://www.theydo.com --- [ 3. JOURNEY MANAGEMENT INDEX ] --- Assess your journey excellence maturity level. Find opportunities for growth. Benchmark yourself against your colleagues and competitors. https://www.servicedesignshow.com/index
Thu, January 19, 2023
What makes a community of service designers work? #Circle
Imagine that you'd get the opportunity to join an intimate dinner party. A dinner where you're accompanied by some of the brightest people in our field. And where you'd get the chance to explore a thought-provoking topic. Would you enjoy the evening? That question was going through my mind when I was thinking about how the Circle community should feel. Now, almost two years after the first "dinner party" at the Circle, it's time to take score. So I sat down with two members of the Circle for a fun and open-hearted conversation. In this episode, you'll hear: How spontaneous conversations help you to become a better professional. What the value is of exploring the unknown-unknown together. Why Slack channels don't work, and how this community is different. What the future has in store for the Circle. I hope that this episode will inspire you to join, grow or maybe even start your own professional community. Because we all should eat more often together :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to the Show 02:30 Who is Jeannie Fung 03:00 Who is Veronica Vela 05:30 The Circle in 3 words 07:00 What didn't you expect 09:45 How has it evolved 12:30 Most surprising topic 16:45 What do we agree on 19:30 Value of the Circle 23:00 What makes it different 26:30 Debates and disagreements 31:30 Small wins 34:45 What would you have missed 38:00 The Circle in 5 years --- [ 2. LINKS ] --- https://www.linkedin.com/in/jeannie-fung-60218682/ https://www.linkedin.com/in/verovela/ --- [ 3. CIRCLE ] --- Join our alliance of and for in-house service design professionals. https://servicedesignshow.com/circle
Thu, January 12, 2023
How CX governance helps you win / Kirsikka Vaajakallio / Episode #166
I have a family with two small kids who are quickly growing up. The challenge many parents, including me, encountered was... how do we keep our home somewhat clean and tidy. My initial and naive strategy was to pick up everything left behind. But this strategy breaks down pretty quickly, as you can imagine. So then I tried to distribute the responsibility to everyone in the family. If everyone does their part, it should be a minor task, right? But of course, it didn't take long before I realized everyone had very different interpretations of what "clean and tidy" meant. At this point, it dawned on me that the only way to solve this challenge once and for all was by putting a clear plan in place that everyone would commit to. Yes, I needed a "house-cleaning governance model" just with a better name of course :) And this brings us nicely to the topic of this week's episode: CX governance. Many CX initiatives start in small pockets of the organizations. This works well in the beginning, as it allows for speed and quick iteration. But at some point, you will have many CX initiatives going on at the same time. And most likely, by then, because of the lack of alignment and coordination, you're wasting a lot of time and resources. The solution is to put a CX governance model in place. But that's easier said than done... So in this episode, you'll hear the chat I had with Kirsikka Vaajakallio, where we explored questions like: What is the right time to implement a CX governance model? What are the key components of a CX governance model? What makes a CX governance model effective? And what is the role of a service design professional? All in all, a very interesting conversation about a highly underrated topic in our field from my perspective. I know CX governance is probably not the first thing you think of when you wake up in the morning. But after this episode, you'll hopefully see how useful it is to have a common set of rules when you're playing the CX game. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 166 05:00 Who is Kirsikka 06:15 Lightning round 08:30 What is governance 12:00 How did it start 16:15 When do you need this 19:45 Taking the leap 22:15 Building interest 29:30 Making it tangible 33:00 What needs to be included 35:30 Who owns the initiative 38:15 Long-term success 41:45 Selling the story 46:30 The key question 50:00 Can you start small 52:30 Asking the right questions 55:00 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/kirsikka-vaajakallio-6265554/ --- [ 3. CIRCLE ] --- Join our alliance of and for in-house service design professionals. https://servicedesignshow.com/circle
Thu, December 22, 2022
How listening is the secret to better services / Indi Young / Episode #165
This can transform your business strategy... That's what I thought during my recent conversation with Indi Young. Indi recently published a book titled Time to Listen. Here's my summary of the book. It teaches you how to design services that are less harmful, more accessible, and in the end, better for business through the "simple" act of listening. Basically, transforming open and honest conversations with your customers into one of your most valuable assets. But if it's that easy, why isn't everyone doing it? Well, Indi argues that we first need to become better listeners. So what does that mean, and what is the path to get there? Can anyone do it, or is it a natural-born talent? You'll get all the answers in this episode. By the way, if you fear business stakeholders will disregard qualitative research through listening as subjective and anecdotal, you're in for a surprise! Enjoy the conversation. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 165 05:45 Who is Indi 07:00 Lightning round 11:15 Origin of the title 17:15 It's time for listening 20:30 Who is the book for 26:00 What do we need to do 29:45 A concrete example 33:30 The magic of listening 40:00 Why do patterns matter 43:45 Will our patterns differ 50:45 Natural language processing 54:30 Common mistakes 58:45 A shift in vocabulary 1:02:15 Book giveaway contest 1:03:45 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/indiyoung/ https://indiyoung.com/books-time-to-listen/ Braiding Sweetgrass (book) - https://amzn.to/3VgPiVB Mismatch (book) - https://amzn.to/3PIQr72 Just enough research (book) - https://amzn.to/3jjq4sq --- [ 3. CONTEST ] --- To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode. https://go.servicedesignshow.com/episode165 --- [ 4. CIRCLE ] --- Join our alliance of in-house service design professionals. https://servicedesignshow.com/circle
Fri, December 16, 2022
How to make a system of journey maps work? / Romina Maidel / Circle #16
Let's build a *system* of journey maps! Hold on there... do you know what you're getting yourself into? Journey maps are great. They help you align people, processes, and resources around your customers' needs. This leads to a more efficient organization, happier employees, and less frustrated customers. But as you might have experienced, journey maps also tend to spiral out of control pretty quickly. You start with a simple map that is adequate to get the job done. Then you slowly but surely start adding more data to the map. Your map, which was once a marvel of simplicity, now all of a sudden looks more like the manual of a nuclear power plant. So the time has come to break your giant journey map into smaller, more manageable pieces. It's time to move from a single journey map to a system of journey maps. The moment this thought goes through your mind, you've opened pandora's box. Many new questions arise... * Which parts of the system do you need to standardize? * Who will have the responsibility for keeping the smaller maps updated? * What is the right tool for the job? The last thing you want is to invest a lot of time and money in setting up a tool, structure, and process that, in the end, no one ends up using. Not good for the company and not great for your career either. In our Circle community for in-house service design professionals, many members are currently in the midst of this transition. That's why we decided to address this topic in a recent session and share the most important do's and don'ts with each other. In this episode, you're going to the highlights from that session and learn what it takes to go from a single journey map to a system of maps. It's clear to me that journey map, mapping, management, and ops is gearing up for the next evolution wave. So expect more content on these topics in the months ahead. --- [ 1. GUIDE ] --- 00:00 Welcome to the Show 03:15 Who is Romina 04:30 How did we get here 06:45 Journeys are stories 11:00 What is the system 14:30 Google Maps analogy 16:45 Circle announcement 18:00 The ideal system of maps 22:30 Where does it break down 24:45 How do you prioritize 27:00 From small to medium 28:30 Shared incentives 31:00 How important is the tool 34:30 Ownership 40:00 Bottom-up vs. top down 43:45 What is our role 47:00 Common pitfalls 51:30 Biggest question 53:00 Key takeaway 55:00 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/romina-maidel-053a607a/ --- [ 3. CIRCLE ] --- If you'd like to be part of these conversations as they happen rather than just getting the summary on the podcast, consider joining us in the Circle. www.servicedesignshow.com/circle/
Thu, December 08, 2022
How failure increases your team's performance / Stephan Wiedner / Episode #164
You need to fail... Yes, I said it. Because failure is the fastest way to success when you're innovating. But it's surprisingly hard to fail. And this is a major problem. Why, you ask? Well, in our service design practice, failure is part of prototyping. You have an idea, you create something, you try it in the real world, learn from what happened, and based on that, improve your solution to repeat this process. See what I did there? You try and learn, that's the key. Trying something, you actually hope that it's going to work out differently than you planned so that you can learn. But when things don't work out as planned, this is often perceived as... failure. And failure isn't what most organizations embrace or celebrate. The truth is that they fail at, well yeah, failing. There are many reasons for this, but maybe the biggest one is a lack of psychological safety. Here's the kicker... Scientific research has proven that the best-performing teams have the highest degree of psychological safety. So how do you grow the appetite for failure in a risk-averse organization that is focused on maintaining the status quo? We explore that question in this week's episode with Stephan Wiedner. Stephan has done a lot of research on this topic and seen many examples of what works and what doesn't. So if you're interested in building a "fail-safe" environment in your organization, then you don't want to miss out on this conversation. One thing that surprised me in this episode was that you can objectively measure the levels of psychological safety. Of course, this is a great tool to show you and your CEO if you're heading in the right direction. Enjoy the conversation, and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 164 05:30 Who is Stephan 08:30 lightning round 12:45 What is psychological safety 14:30 Why does it matter 15:15 Where is the lack coming from 21:30 The internal voices 23:30 A fail-safe environment 27:00 Strategy and tactics 31:30 Barriers to adoption 34:15 Awareness within organizations 38:00 Top-level management 42:30 What are you committed to 44:30 Measuring psychological safety 50:00 Myths and misconceptions 53:30 The results don't lie 56:45 What's next 58:30 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/swiedner/ The Fearless Organization (book) - https://amzn.to/3hdAuZE The Culture Code (book) - https://amzn.to/3h7RH6M The Whisper on the Night Wind (book) - https://amzn.to/3iHa5UB Psychological Safety assessment - https://zarango.com/freepsi/ --- [ 3.
Thu, November 24, 2022
The Human Side of Innovation / Mauro Porcini / Episode #163
When you asked me to play the piano, I can assure you that nothing close to music would come out. Would we, at that point, say that the piano is broken? That would be silly, right? Somehow, this is the typical approach when organizations bring in design. When design doesn't fully deliver on the expected outcomes, it's the process that is declared faulty. Mauro Porcini is the Chief Design Officer at PepsiCo. In his career, he has seen many design-driven initiatives fail, and some succeed. This led him on the quest to find out what the differentiator is between the two. Can you guess the answer? This shouldn't surprise you by now; it's people. So if that's the case, what kind of people does it take to make design work? Well, Mauro decided to write a dedicated book about this with the inspiring title: The Human Side of Innovation. The book just got published, and I invited Mauro on the Show to share the key insights with you. This is a good one! We explored many ideas in this conversation, but one thing that stood out for me was kindness as a competitive advantage. And you know what? It makes complete business sense! Enjoy the episode, and if you do consider sharing it, someone who might as well :) --- [ 1. GUIDE ] --- 00:00 Welcome to episode 163 03:30 Who is Mauro 05:00 Lightning round 08:15 How did it start 12:30 The key message 14:30 Why now 19:00 Focus on people 22:15 What to look for 25:45 Reception by business 30:30 Unicorns 33:30 True human centricity 40:00 How to make it bigger 43:00 Design happiness 47:00 Contest announcement 48:15 Final thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/mauroporcini/ * The Human Side of Innovation (book) - https://amzn.to/3Opl8h2 * In Your Shoes (podcast) - https://open.spotify.com/show/6u90U1OT6mLdByL0TAYRW6 * Stage Not Age (book) - https://amzn.to/3ETZNcz --- [ 3. CONTEST ] --- To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode. https://go.servicedesignshow.com/episode163 --- [ 4. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, November 10, 2022
Designing better futures for everyone / Lesley Ann Noel / Episode #162
I'm sure you've heard this before... "You can't design for everyone." That's a fundamental principle in a good design process. In the end, design is all about making choices. And one of these choices is defining who you are designing for. But here's an interesting question: Can you design with a specific user in mind without excluding others? This sounds a lot like a paradox, right? So why bother trying to solve it? Because if we don't, we are creating inequality and harm. This isn't exclusive to but especially relevant when working with public services. You can't just always design for the "average" user or the one with the most money. So what can you do? Well, Lesley Ann Noel has made it her mission to help us design better futures for everyone. She has done many experiments in her role as a university professor to overcome this seeming paradox. And her findings are... pretty surprising, to say the least. She shares her story in this week's episode. After this conversation, it really resonated with me that it's okay and even beneficial to bring your whole self into the design process. Yes, including all of your biases! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 162 03:15 Who is Lesley 04:45 Lightning round 08:00 Designing better futures 09:45 Who are we designing for 12:15 What does better look like 16:45 Background story 22:45 The unknown unknown 27:30 Impact on the craft 30:45 Who is open to this 34:00 Most common question 37:15 Bring your identity 41:00 The mindful designer 45:00 What makes you happy 48:30 Lesson learned 49:45 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/lesleyannnoel/ * The Activist Academic (book) - https://amzn.to/3tfjUep --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, October 27, 2022
Design your way out of the conversation crisis / Fred Dust/ Episode #161
Think for a moment about a hard conversation you needed to have about a topic that really mattered to you. This could be a conversation at work or just in your private life. Now, what if... that conversation went down in your memory as exciting, productive, and fun? What if it almost felt like a game? Sounds too good to be true, right? Well, according to Fred Dust, that's exactly what's possible and even what's necessary. According to Fred, we have almost entirely lost the ability to have hard conversations about important topics. We aren't having the conversations we need to have. And that's causing us a lot of trouble. Many conversations these days have become shallow, lack connection, and don't build shared understanding. But there's hope. There is a way out of this conversation crisis. We need and can design for better conversations. In his book Making Conversation, Fred shares why and how you do that. The book has been a huge inspiration source for me lately, so I just had to get Fred on the Show to dig a bit deeper. So if you also want more human, meaningful, and productive conversations, you'll definitely enjoy this conversation. Yes, that's a bit meta :) Conversations are a creative act, make the most of them! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 161 04:15 Who is Fred 05:45 Lightning round 10:30 Why do we need this book 12:30 How did we lose conversation 14:00 Why did you write this 16:00 What are we losing 17:00 Who is this book for 20:00 Key concepts 23:30 Applying the ideas 27:30 Setting the stage 31:00 Active versus creative listening 34:15 Be more human 37:30 Common response 39:30 Overcoming the biggest roadblocks 42:00 Doing not talking 46:30 Better conversations online 50:00 Lessons learned 51:30 You can get better 53:00 Remember this 54:15 Book giveaway contest 55:30 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/freddust/ * https://www.dustand.co * Making Conversation (book) - https://amzn.to/3N6R9Kd --- [ 3. CONTEST ] --- To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode. https://go.servicedesignshow.com/episode161 --- [ 4. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, October 20, 2022
When service and circular design collide / Bhavi Patel & Heydn Ericson / Circle #15
Sustainability is the innovation frontier of the 21st century -- and if you don't get on that train, you'll be lost. This quote emerged during the recent conversation with Bhavi Patel and Heydn Ericson on the Show, where we explored the intersection between circular and service design. As it turns out, you, as a service design professional, are in a great position to push a more sustainable approach forward. Yes, even if it's currently not a priority in your organization. In this episode, you'll hear practical examples of how to do this—helping you design services that aren't just good for your customers and business but also for our planet. The conversation also reveals how you can work towards making sustainability a fundamental design principle at the start of every project, not an afterthought. Small teaser, you need to make a compelling business argument... there are plenty. All in all, an inspiring episode if you want to be more conscious about taking care of our environment in your own design practice. Enjoy, and especially this time, keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to the Show 03:30 Who is Bhavi 04:00 Who is Heydn 05:00 How did we get here 09:30 Why us 12:45 Where are we today 15:15 What is at stake 18:00 Keep it simple 22:15 Create momentum 28:00 Sneaking it in 30:00 How does it relate to you 32:00 Common roadblocks 34:30 Accelerating adoption 38:00 Impact on services 42:00 Future perspective 45:30 Key takeaway 48:45 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/heydn/ https://www.linkedin.com/in/bhavinipatel/ https://koosservicedesign.com https://www.sustainablebusinesscanvas.org https://www.esgtoday.com --- [ 3. CIRCLE ] --- If you'd like to be part of these conversations as they happen rather than just getting the summary on the podcast, consider joining us in the Circle. www.servicedesignshow.com/circle/
Thu, October 13, 2022
Increase your influence with a simple question / Karen Baker / Episode #160
Having a seat at the table... That's what we often talk about in the service design field. And I would say rightfully so. Because when you do get involved early, you have the opportunity to influence the direction of a project. On the flip side, you could end up making the perfect solution for the wrong problem when you get involved late. But how do you get your business stakeholder to see and appreciate the strategic value you can bring early on? That was the question Karen Baker and I explored in our recent conversation. Karen has a marketing background, and she looks at the challenges in our field from a slightly different perspective. As you'll hear, our conversation started by discussing design inclusivity, but... We eventually landed upon one simple question that brings everything together. This simple question acts like your north star, compass, and light in the dark. This question is so good that it deserves its own t-shirt. So want to get a seat at the table? Want to influence projects early? Want to make your design practice more inclusive? The clue to all of this is in this episode. Enjoy the conversation, and keep making a positive impact! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 160 03:45 Who is Karen 05:30 lightning round 07:30 Defining design for inclusivity 09:30 When did it start 13:00 Where do we need it 15:45 Including the community 17:30 Why now 19:45 Two examples 24:30 Guiding principles 27:00 Example from Lego 29:00 How do clients respond 32:30 What's surprising 35:00 Accelerating adoption 36:15 Getting leadership engaged 38:15 The question people aren't asking 41:00 Where is this heading 42:45 Lesson learned 45:30 Remember this one thing 46:45 Final thoughts --- [ 2. LINKS ] --- - https://www.linkedin.com/in/krbaker/ - https://www.weforum.org/press/2022/05/new-initiative-to-build-an-equitable-interoperable-and-safe-metaverse/ - https://www.marketingdive.com/news/degree-deodorant-inclusivity-metaverse-virtual-marathon/622609/ - https://designjustice.org --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, October 06, 2022
How to scale services in real life / Vinay Venkatraman / #SDGC22
What can you expect during the Service Design Global Conference 2022? Vinay Venkatraman is one of the speakers at the conference and in this video, you'll get a sneak preview of his talk. If you want to attend the conference check out the link and discount code down below. [ 1. EPISODE GUIDE ] 00:00 Welcome 01:45 Who is Vinay 03:00 Main topic 04:45 Why this topic 07:15 Key lesson 10:45 Future perspective 13:15 Remember one thing 14:00 Reaching out to Vinay 14:45 Looking forward to 16:30 Closing thoughts [ 2. LINKS ] * https://www.linkedin.com/in/vinay85/ [ 3. CONFERENCE ] Join the Service Design Global Conference on October 13 & 14, 2022. Use the code SDSHOW to get a **20% discount** on your ticket. https://hopin.com/events/service-design-global-conference-2022/registration
Tue, October 04, 2022
Expanding our service design practice / Christian Bason / SDGC 2022
What can you expect during the Service Design Global Conference 2022? In this episode, you'll hear the closing keynote speaker, Christian Bason, share a preview. If you want to attend the conference check out the link and discount code down below. [ 1. EPISODE GUIDE ] 00:00 Welcome 01:45 Who is Christian 03:00 The big idea 05:45 Designing with time 07:45 Who owns the agenda 10:00 Design is future-oriented 12:00 Life-centered design 13:45 The 6 expansions 16:30 The big question 17:15 Looking forward to 18:00 Closing thoughts [ 2. LINKS ] * https://www.linkedin.com/in/christianbason/ * https://expandthefuture.com [ 3. CONFERENCE ] Join the Service Design Global Conference on October 13 & 14, 2022. Use the code SDSHOW to get a **20% discount** on your ticket. https://hopin.com/events/service-design-global-conference-2022/registration
Thu, September 29, 2022
Designing humanity at work / Marine Bucher / Episode #159
Here's something everyone knows but companies tend to ignore... It's tough to deliver a great customer experience when your employees are unhappy or unsatisfied. So designing the employee experience is probably just as, if even not more, important than designing the customer experience. Someone who is a strong advocate for this is Marine Bucher, who has made it her mission to design humanity at work. I sat down with Marine to talk about what it actually means to design the employee experience. In this episode, Marine shares some inspiring examples from her work. You'll also hear which companies are more open to investing in their employee experience and the common roadblocks that Marine has to overcome. If you believe that a great customer experience starts inside your organization, then I'm sure this episode will inspire you. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 159 02:45 Who is Marine 04:45 Lightning round 07:00 Topic introduction 09:15 Relationship to employee experience 10:30 What does success look like 12:00 How do you get involved 17:30 What is at stake 21:00 Project example 26:30 Harvesting stories 29:30 Justifying the value 33:00 Who wants this 34:30 The roadblocks 38:30 How to get started 40:30 Making it sustainable 44:00 Biggest misconceptions 45:30 Getting buy-in 49:30 Lessons learned 51:00 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/marine-bucher/ * https://www.humankind.nz/blog/ * https://www.excellent.io/ * Reusabowl - https://www.reusabowl.nz/ * Setting Boundaries (book) - https://amzn.to/3y0Gtq8 * Designing for designers (video) - https://www.youtube.com/watch?v=R0D1pr0bgEQ * including Assumptive persons and journey mapping - https://www.humankind.nz/documents/12/Good_Guides_-_The_Ultimate_Good_Guide_SOR86t5.pdf * Stakeholder Analysis - https://www.forbes.com/advisor/business/what-is-stakeholder-analysis/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, September 22, 2022
How to effectively measure a service / Tim Dekker / Circle #14
Let's talk about a service designer's favorite topic... measuring impact. Why is it so d*mn hard!? We'll get to that in a minute. Of course, the idea behind measuring the impact of your work is smart. When done right, it helps you to stay on track. Make sure your efforts actually make a positive contribution. And show you if you need to redirect your efforts to something else. But often, we find that many things inside organizations are measured because they are easy to express in numbers... not because they are the right indicators of success. And this is exactly the challenge we run into as a service design community. Showing the impact of our work across an entire service or customer journey is not easy. But this shouldn't stop us from trying, right? That's why in a recent Circle community session, we explored: How to overcome the limitations of existing ways of measuring How to measure things that span multiple channels and departments How to build a useful CX dashboard Tim Dekker hosted the conversation, and I invited Tim to share the highlights from that session with you. --- [ 1. EPISODE GUIDE ] --- 00:00 Welcome to the Show 04:30 Why this topic? 05:45 Who is Tim? 06:45 What do we have to gain? 10:00 Stuck in the middle 12:30 Leading and lagging indicators 14:30 Justifying our value 16:30 Where are these metrics 19:00 Getting started 24:30 Building your CX dashboard 27:45 Who wanted to hear this 30:00 Visualize the outcome 32:00 Physical services 34:00 How do you sell it 40:00 Lessons learned 42:30 New questions 44:30 The illusion of control 45:45 Key takeaways --- [ 2. CIRCLE ] --- If you'd like to be part of these conversations as they happen rather than just getting the summary on the podcast, consider joining us in the Circle. www.servicedesignshow.com/circle/
Thu, September 15, 2022
Understanding services and design in China / Zichuan Xiong / Episode 158
Here's a question you might not think about daily... How is service design practiced in China? I'm always eager to learn about the (subtle) differences in how our field is perceived within different cultures. Why? Because seeing that there are other ways to approach things enriches my perspective and keeps me grounded about my way of working. The goal isn't to copy what's being done in other places but rather to understand its reasoning and philosophy. That's why I was excited to have a conversation with Zichian Xiong recently on the Show. He currently lives and works in the USA, but Zichuan was also at the forefront when service design started to emerge in China. As he's seen both worlds, Zichuan is in a great position to articulate the relevant similarities and differences. To get a good understanding of these similarities and differences, you'll hear about: Who is driving the design movement? (it's not consultancies) Which kinds of services are being designed in China and which ones aren't? What is the state of design education? Investing the time to listen and learn from stories like this, which give you a broader understanding of our field, is good practice for any professional. They help you to get out of your comfort zone and might hold the clue to connect the dots or spark a completely new insight. I found this an eye-opening conversation, with much more to be explored. So it's exciting to think about where design could be heading in the next 5 years. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 158 03:00 Who is Zichuan 04:15 Lightning round 07:45 Zichuans backstory 11:45 The context of service design in China 18:00 Perception of services 24:45 Design in China 27:15 The implications 32:00 Only two industries 37:00 State of design education 41:30 The next frontier 47:45 The one thing you need to know 52:30 Final thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/zichuan-xiong-94aa3b13/ --- [ 3. NEXT STEP ] --- Looking for more? We've got you covered. Click the link below to join the Service Design Show community. https://servicedesignshow.com/subscribe/ You'll get access to inspiring stories and practical advice that helps to level up your service design career!
Thu, September 08, 2022
How to set up for successful service design projects? / James Field / Circle #13
I could have seen this coming... That's the last thing you want to say when your project isn't going well. To minimize this risk, you'll need to identify red flags early on and work to create conditions for success. But it's challenging to talk about these topics with internal stakeholders before your project begins. People are eager to start; it makes sense. And you don't want to be seen as the one who is delaying things unnecessarily or putting roadblocks up. Before you climb a mountain, it's wise to take advice from someone who's done it before so that you don't get stuck halfway on your journey. In this case, you're the one who's climbed the mountain of a service design project, and your internal stakeholder is eager to embark on their first trip. So how do you make it evident that you're doing your internal stakeholder a service by addressing the conditions for success early on? You're helping them avoid common pitfalls and saving them the embarrassment of cleaning up the mess when things go sour. Well, in this episode, you'll hear three examples of how service design professionals have successfully managed to create the space to have these conversations with their stakeholders. One of my takeaways is that you need to have a clear process and structure in place that guides you through the tough questions at the start of a project. Enjoy the conversation and keep making a positive impact :) - Marc --- [ EPISODE GUIDE ] --- 00:00 Welcome to the Show 04:00 Who is James 04:45 Why this topic? 08:45 What gives it away? 10:15 Do we need this? 12:15 Ignition conversation canvas 21:00 Kick-off workshop 24:00 Increased accountability 25:15 The learning mindset 28:00 The value is in the process 29:15 Framing service design 31:15 Knowing what's relevant 36:15 Slow down 39:30 The green flags 42:00 You want to hear it's important 44:15 Just do this one thing 47:15 Closing thoughts --- [ CIRCLE ] --- Join our community of in-house service design professionals at the Circle. www.servicedesignshow.com/circle/
Thu, September 01, 2022
How to achieve goals that are bigger than yourself / Chris Do / Episode #157
No, it's not the latest shoes... What does it take for a professional athlete to perform at their best? Sure, she needs to have talent and be in top physical shape. But that's not enough. The top performing athletes are, for example, rigorous regarding their sleep, diet, and mental well-being. These things are the foundation for them to deliver a world-class performance. Now, I have a weird assumption. A design professional and an athlete might have more in common than meets the eye. I bet you that the top-performing design professionals also have a set of rigorous habits, routines, and rituals that allow them to deliver their most impactful work. I want to test this assumption in what might become an entirely new series on the Show. And who would be a better candidate for the first conversation about this than Chris Do? Chris Do is an educator and content creator who daily impacts the lives of thousands, if not millions, of creative professionals. So I invited Chris to get down and personal. In this episode, you'll hear Chris talk about his relationship with aspects like mental health, physical health, and goal setting. Basically, we're trying to demystify what allows Chris to do what he does on a fundamental level. So if you want to learn more about the life of a professional "design athlete" and what that means for you, don't miss this one! This might sound a bit like clickbait, but I got amazed more than once during this conversation. Chris does some things that are entirely different from what I would describe as common sense :) Enjoy the episode! --- [ GUIDE ] --- 00:00 Welcome to episode 157 07:20 Who is Chris 09:00 Lightning round 11:00 Habits, rituals and, routines 13:00 Setting meaningful goals 17:15 Calibrating your internal compass 20:00 Nurturing reflective thinking 23:30 Expanding self-awareness 30:00 The morning routine 34:15 Looking for problems 38:00 Knowing who you are 43:30 The end of the day 46:00 Typical workday 48:15 Importance of breaks 49:15 Defining productivity 54:45 Finding a sense of accomplishment 59:15 Process versus outcome 1:02:45 Replacing harmful habits 1:06:15 Productivity habits 1:08:15 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/thechrisdo/ * https://www.youtube.com/c/thefuturishere Books * How to Tell a Story - https://amzn.to/3e9KZeW * What's Your Problem - https://amzn.to/3edrbaB * The Compound Effect - https://amzn.to/3BafqL7 Podcasts * https://radiolab.org * https://themoth.org/radio-hour --- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Get your clients, colleagues, managers and CEOs as excited about service design as you are. https://servicedesignshow.com/confidence
Thu, August 25, 2022
The simple way to get buy-in for service design?
I wish it were different, but… The reality is that service design still isn’t business as usual. This means that you need to do a lot of evangelizing as part of your job. Getting business stakeholders, clients, and even your colleagues to buy into the value of a human-centered, design-driven way of working. I see that many service design professionals rely on their improvisation skills and hope to come up with the right message at the right time. If you’re lucky, this approach can work, but it’s not the most effective. So these professionals struggle, get stuck and eventually become frustrated because they can’t get the people around them to see the benefits of their work. But did you know there is a remarkably simple way to get over this? Instead of improvisation and hope, you need a structured process and the right frameworks. What is this process, and what are these frameworks? Well, I’ve invited 7 participants who recently graduated from the Selling Service Design with Confidence program to share their learnings with you. So in this episode, you’ll get practical tips on how to: Create a customer case next to a business case. Get invited to the important conversations sooner. Bring business goals and customer value closer together. And I’m sure you’ll find many more valuable lessons in this episode. So if you want to spend less time talking about your work and more time doing the work, then you don’t want to miss this conversation. I always enjoy these episodes because there’s no substitute for the stories of professionals who are experiencing day-to-day challenges (and wins). This is as real as it gets. [ 1. Episode Guide ] 00:00 Welcome to the episode 03:30 The professionals 04:15 Dimitris (ux to sd) 10:45 Maxe (inhouse) 17:45 Manuel (inhouse - startup) 25:30 Kiki (inhouse - public sector) 34:30 Martin (inhouse - teleco) 43:00 Lyn (inhouse - scale up) 52:30 Jo (agency - public sector) 1:03:00 Closing thoughts [ 2. Selling Service Design with Confidence ] For more information and instructions on how to apply head over to: https://servicedesignshow.com/confidence/
Thu, August 18, 2022
What service design professionals need to know about AI / Jillian Powers / Episode #156
It's not a secret... Every day we are outsourcing more and more of our decisions to AI algorithms. Some of these decisions are frivolous, like determining if that's a cat in the photo. Other decisions are of much higher stake, like whether you will get that medical treatment. Especially with the last kind of decisions, we'd better ensure that these algorithms are designed and used responsibly. And according to Jillian Powers , service design professionals must play a vital role in this process. This means we need to get familiar and comfortable with this new technology. But how? Well, in this episode, Jillian gives a "data science 101" for designers. I assure you that there won't be any complex computer math that you need to understand. On the contrary, you'll hear that bringing the human perspective into the conversation is the thing that's currently missing. This is one of those episodes that shines a light on a blind spot that you didn't even realize you had. So grab your notebook and click the link below! I feel Jillian does a great job at demystifying AI to the point that it might even get you excited to get involved :) Enjoy the conversation and keep making a positive impact! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 156 03:30 Who is Jillian 04:30 Lightning round 06:30 Jillian's journey 10:45 Unpacking AI 15:45 Understanding the AI backend 19:30 Things to be mindful of 22:15 It's up to the humans 23:45 When is it unethical not to use AI 24:45 The role of service design 27:30 The good and bad examples 29:30 Where are the service designers 32:30 How to make AI better 34:45 AI in the design process 37:00 Working with biases 38:45 How do we get involved 42:15 When do people reach out 44:45 Moments of entry 49:30 Where to start 52:15 The biggest misconceptions 54:45 Is it for me? 56:15 Final thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/jillian-powers-phd-6b7b4420/ Episode with Carly Burton (YouTube) - https://youtu.be/aBQyUQ0UJWc Algorithmic Justice League - https://www.ajl.org Book: Weapons Of Math Destruction - https://amzn.to/3A619gm Anatomy of AI - https://anatomyof.ai/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals who want to make a change in their organisation. https://servicedesignshow.com/circle
Thu, August 04, 2022
How design principles help to make better decisions faster / Wolfram Thurm / Episode #155
Wouldn't it be great if... Delivering a great customer experience wasn't just a "nice to have" when there's time left but an actual strategic priority that guides decision-making? I'm sure you know many examples of (expensive) service failures that could have been prevented if the voice of the customer had been part of the conversations inside the company. Of course, this is precisely one of the things we try to achieve with service design. The problem is that we often don't yet have the authority to drive critical decisions. So no matter which arguments we bring forward when push comes to shove, in the end, it's always going to be the "HiPPO" in the room that calls the shots. Wolfram Thurm and his team were also running into this challenge. It was hard for them to get the value of design across so that other business stakeholders would see the benefits for them. Consequently, many times decisions were made that weren't in favor of the customer and the business. To the frustration of everyone involved. Fueled by this frustration and the opportunity to improve, Wolfram set out to find a way to structurally have better conversations inside the organization. After quite a journey, they managed to design a company-wide tool that now allows everyone to make better decisions faster. In this episode, Wolfram shares everything about the tool they created, how they use it, and the struggles they had to overcome to get here. --- [ GUIDE ] --- 00:00 Welcome to episode 155 03:30 Who is Wolfram 06:30 Lightning round 10:00 What are design principles 12:00 Where did it start 17:45 Living the principles 22:45 What's in it for them 26:00 Bottom up or top down 29:30 When do you use them 34:30 The Gojek design principles 37:30 Supporting case studies 40:00 The workshop 43:45 Who owns this 47:45 Second iteration 51:45 Are there shortcuts 57:00 Where do you start 1:00:30 Finding the mandate 1:04:30 Key advice 1:06:45 Closing thoughts --- [ LINKS ] --- https://www.linkedin.com/in/wolfram-thurm-1337b2a7/ Creative Confidence (book) - https://amzn.to/3aIB26U The Shape of Design (book) - https://amzn.to/3RG8zz8 --- [ CIRCLE COMMUNITY ] --- Learn more about the community for in-house service design professionals. https://servicedesignshow.com/circle
Thu, July 21, 2022
A radically different approach to participatory design / Victor Udoewa / Episode #154
Who doesn't want this... To come up with smart solutions for relevant challenges that are immediately embraced by the end-users. Well, in this week's episode of the Show, Victor Udoewa shares a radical approach to the design process that increases the chance you'll actually accomplish this. But first, let's quickly look at why solutions don't get adopted. It's often not due to bad intentions. Many times it has to do with the fact that a wrong judgment call has been made about what's important. Because as a design professional, you're -implicitly- imposing your ideas, values, and norms onto the process. You are in a strong position of power, whether you like it or not. The problem is that this leads to solutions derived from a single -often mainstream- worldview. Again, this isn't something that professionals set out to do. It happens because of the nature of the current design process. So is there something we can do about this? According to Victor, there is! We, starting with the design professional, have to give up power. The community and the users must lead the design process, from start to end, from top to bottom. But can this truly be done, or is it just wishful thinking? And is there still a role for the professional designer when this happens? Victor has a thing or two to say about these and some other key questions. So if you'd also like to work on more meaningful challenges and come to more impactful solutions, click the link below and soak in this inspiring conversation. It's great to get people on the Show who challenge our common design practices like Victor. And to be able to share these stories with you. Enjoy the conversation and keep making a positive impact :) --- [ GUIDE ] --- 00:00 Welcome to episode 154 04:45 Who is Victor 05:30 Lightning round 08:45 The episode take-away 09:45 What is radical participatory design 15:15 Victor's journey 19:15 The benefits 24:00 Barriers to adoption 27:15 The response from the design community 31:45 The role of the design professional 37:45 Where does it start 41:45 The tensions 45:45 What are good challenges 52:45 The evolution 55:45 Taking the first step 1:01:45 A smart hack 1:02:45 What awaits you 1:05:15 Closing thoughts --- [ LINKS ] --- https://www.linkedin.com/in/udoewa/ Decolonizing Methodologies: Research and Indigenous Peoples - https://amzn.to/3yHlYht Research Is Ceremony: Indigenous Research Methods - https://amzn.to/3ObjtcZ Sand Talk - https://amzn.to/3O4Linp Indigenous Research Methodologies - https://amzn.to/3P6NwEh Applying Indigenous Research Methods: Storying with Peoples and Communities - https://amzn.to/3PcgJxt --- [ BOOKS ] --- Designs for the Pluriverse - https://amzn.to/3P
Thu, July 07, 2022
Creating the space to work on more meaningful challenges / Tom Foster / Episode #153
There's no doubt about it... Over the last few years, design has gained a lot of momentum in the business space. It's encouraging to see that design is slowly but surely getting a seat at the table. But at which price has this raise come? And are we willing to pay this price? When you zoom out a bit, you'll quickly notice that it's often the "easy to digest" form of design that is praised, the form where the focus primarily lies on gaining short-term benefits and incremental improvements. While that's a space where design can add value, it's not the space where it shines, according to Tom Foster . In this episode with Tom, I talk about how you can regain the space and time again to work on bigger, dare I say, more meaningful challenges. Now, if you think that's going hard in your organization, mind that Tom has worked in many traditional sectors and is now back in finance. If it's possible there, it might also be for you :) Although I'm excited that design is making huge strides these days, it's sad to see that some of the depth and craft eroded from our practice. This conversation with Tom gave me hope that we'll be able to bring it back. --- [ GUIDE ] -— 00:00 Welcome to episode 153 03:15 Who is Tom 04:15 Lightning round 10:00 The problem with design 13:45 How did we get here 17:45 The place of design 25:00 Where does change start 30:15 The organizational middle layer 33:45 What's driving Tom 37:30 Step in the right direction 40:45 Sharing your vision 48:00 Escaping status quo 53:30 Signs of success 55:00 Lessons learned 58:00 What is the sum 59:30 Final thoughts --- [ LINKS ] --- https://www.linkedin.com/in/thomasfoster/ http://sarah-drummond.com/full-stack-service-design/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, June 23, 2022
Making AI better through service design / Carly Burton / Episode #152
As a consumer, you use artificial intelligence daily. Just open any app on your phone, and the chances are that AI is somehow embedded within it. The development of AI so far has been driven mainly by engineers and scientists. But have you ever wondered how service design help to shape this powerful new technology? Well, it's not a question that's on my mind daily... But after the recent conversation with Carly Burton , I'm definitely more aware of the opportunity in front of us. As the product lead for the AI platform at Meta, Carly is on a mission to bring more design(ers) into developing better AI. In this episode, you'll learn why this is important and what might happen when we fail to do so. There are still many unknowns and unanswered questions in this space. And that's precisely the space where design thrives. But we shouldn't wait for the moment that design gets invited into the conversation. So it's really up to us to proactively create these bridges. If you're curious how, then Carly has some inspiring examples that will get your mind going! What I find exciting about the intersection between AI and design is that it's still very much uncharted territory. There really couldn't be a better time to step in and shape it with your ideas. --- [ GUIDE ] -— 00:00 Welcome to episode 152 03:15 Who is Carly 03:45 Lightning round 06:45 How it started 08:45 Challenges & opportunities 11:00 What can design add 16:30 What's at stake 19:00 A common scenario 26:30 The bigger goals 32:00 Pitfalls to avoid 36:15 Accelerating adoption 39:00 Spotting the right opportunities 41:00 The time machine 44:45 Final thoughts --- [ LINKS ] --- https://www.linkedin.com/in/carlymarie00006/ The power of habit (book) - https://amzn.to/3n8K93h --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, June 02, 2022
Why your org needs a DesignOps team / Michelle Walter / Episode #151
How can you enable service designers to deliver their best work? That's coming up in a second but first, imagine this... A wedding where the bride and groom have to take care of all the logistics on the big day itself. Everything from arranging the tables to welcoming the band. There will be little time and space to focus on why they are truly there. Yeah, that's why we have masters of ceremony and wedding planners. These people do all the heavy lifting so that the couple can own the moment. Okay, so what does this have to do with design? A lot. Many organizations that hire service design professionals forget (or aren't aware of) that they need support. And this leads to all kinds of problems. Most notably, designers get frustrated by not being able to live up to their full potential, eventually leaving the organization before they can create any meaningful impact. Fortunately, there's a new field emerging that has acknowledged this problem and is developing strategies to cope with it. This field is known as DesignOps. In this episode of the Show you'll hear Michelle Walter , the head of DesignOps at ANZ Bank, share how they actively support their internal designers to thrive inside the organization. You'll learn which business incentive drove ANZ to set up and invest in this new practice. And what it took to get buy-in to grow it beyond its initial stages. Finally, Michelle talks about the two major initiatives that have emerged over the years as the key drivers for success that they are experiencing now. I'd say that every organization which hires service design professionals needs to hear this conversation. But maybe you should listen to it first and then forward it to the right person ;) If I got one thing from this chat with Michelle, DesignOps is a deliberate act that requires a lot of careful thought and planning. It's a true expertise and needs to be treated like one. Enjoy this look under the hood of DesignOps and as always, keep making a positive impact! --- [ GUIDE ] -— 00:00 Welcome to episode 151 03:00 Who is Michelle 07:00 60 second rapid fire 09:00 Growing nurturing and inspiring 10:00 Where did the journey start 15:00 The initial question 19:00 The hiring wild west 21:00 What has changed 23:45 Building a community 29:15 A deliberate act 32:45 The evolution 37:15 Learning program 41:15 What made this work 49:00 Getting feedback 52:45 Lessons learned 56:00 What's next 58:15 Final thoughts --- [ LINKS ] --- https://www.linkedin.com/in/mbwalter/ The Art of Gathering (book): https://amzn.to/3GDGBia --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs, and
Thu, May 26, 2022
Service design and the war in Ukraine / Max Tkachuk / Episode #150
How can service design help in times of crisis? This is one of the questions Max Tkachuk and I explore in this episode. Max lives in Kyiv and is an active member of the service design community in Ukraine. Being a first-hand witness of the war, Max sees how both the local and international service design communities respond to the situation. In this episode you'll learn about: The state of service design in Ukraine. If service design is relevant in times of crisis. What can we, as an international community, do to help. Which role could service design play after the war. What lessons you can take away from all this. Despite the terrible situation, it's encouraging to hear that at the same time, many good things happing in Ukraine. I would invite you to listen to this conversation and see how you can potentially contribute, no matter how big or small. Sometimes service design is thought of as a nice to have addon. For me, this chat with Max once again shows that it can (and should) be at the heart of how any service is delivered. Thanks for being part of this community, and keep making a positive impact! --- [ 1. GUIDE ] -— 00:00 Welcome to episode 150 01:45 Who is Max 03:00 60 second rapid fire 07:00 Call to action 08:45 Topic of today 09:30 Historic context 17:00 Design education 22:00 Demand in the local market 25:30 Situation today 30:00 Response of the design community 33:15 How can the community help 36:00 The barriers to integration 39:00 Leveraging international design 44:45 What I do 48:15 Join service.so 52:00 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/maxtkachuk/ https://t.me/maxitkachuk https://service.so https://prjctrfoundation.com https://www.ted.com/talks/philippe_starck_design_and_destiny --- [ 3. DONATE ] --- https://u24.gov.ua/ https://zgraya-help.com/
Tue, May 24, 2022
Get an inside look with Harmonic Design
There's an intriguing mystery to the backstage... Think about it for a moment. People love to see what happens inside the kitchen of a Gordon Ramsey restaurant. Or to follow a sports team into the locker room before and after a game. We want to look over the shoulder and get an inside glimpse. See things that are usually hidden from the general public. We want to see beyond the frontstage. Well, I've got exciting news, because today we're going to do just that. Not for a restaurant or your favorite sports team but for a leading service design consultancy. To celebrate their 4th anniversary with the community, the team from Harmonic Design agreed to sit down with me for an uncensored ask-me-anything episode. In this episode, you'll hear the team react to questions like: What is your strategy for finding new clients? What is the most challenging part of your work? What does it take to get hired at a service design consultancy? What is the biggest failure you made in a project? What is the most important thing you look for in a client? What is the future of agencies? And many more... The team promised me the truth and nothing but the truth. I would say listen to the episode and find out if the team managed to live up to their promise. As you'll see and hear, this is a format we haven't done on the Show before. So let me know if this is something that you enjoy and we should do it more often! My first encounter with Harmonic Design founder Patrick Quattlebaum was for an interview on the Service Design Show back in episode #115. Ever since our first interaction, Harmonic Design has been a great partner of the Show. I want to use this opportunity to send out my appreciation and gratitude for how they are contributing to the service design community and helping it mature. [ 1. EPISODE GUIDE ] 00:00 Welcome to Show 04:30 Meet Shreya 05:15 Meet Stephen 05:45 Meet Kerri 06:45 Meet Tucker 07:45 Finish the sentence: communicating the value 11:30 Lightning round: Shreya 13:45 Deep dive: what skill does some need to demonstrate 19:30 Finish the sentence: misconceptions 22:00 Lightning round: Stephen 24:00 Deep dive: how do you get to know the full problem space 32:00 Finish the sentence: our strategy to find new clients is 34:15 Lightning round: Kerri 36:15 Deep dive: how do you scope a project 44:00 Finish the sentence: the most fun part of your work 47:00 Lightning round: Tucker 49:15 Deep dive: the future of agencies 54:00 Finish the sentence: recommendations 59:00 Closing thoughts [ 2. LINKS ] https://thisisharmonic.com https://www.linkedin.com/in/kerrimdesignpro/ <a href="https://www.linkedin.com/in/shre
Thu, May 19, 2022
How to make them care / Heydn Ericson / Circle #11
I used to say that 50% of service design is about communication. Today I think the percentage might be even higher... Just think about all those moments where you need to collaborate with someone to get something done. Yes, that's like always. *** Learn more about the Circle: https://servicedesignshow.com/circle/ *** Sometimes what you need is the attention from your co-worker other times, it will be time or money from your CEO. Whatever the case is, when you fail to show the benefits your work has for the other person, you won't get very far as a service design professional. But as you know, communicating benefits is easier said than done. Let's take the common journey map, just as an example. Should you show the entire map with all its richness and potentially risk losing people in the complexity? Or should you just show a small part of it but risk that people will oversimplify things? This balancing act between what you tell, how you tell it, and when you tell it happens all the time. And it's one of those things that can make or break your day, project, and sometimes even career. As this is such an important topic, we decided to explore it in more depth in our recent Circle community session. We discussed ways that help you find that perfect balance in your story. And also things definitely you want to avoid when communicating the benefits of your work. In this episode, Heydn Ericson , who hosted the session, shares the most important guidelines that emerged in our session with you. You'll hear, that there are many small and practical things you can do to increase the chance that you'll land your message. It's empowering once you have the awareness. Enjoy the conversation and keep making a positive impact! --- [ EPISODE GUIDE ] -— 00:00 Welcome to the Show 03:00 Who is Heydn 03:45 Why this topic 09:30 Getting specific 11:15 Do we need this 13:15 Is it on us 15:30 Signs of success 18:30 Study their PowerPoint 22:45 Make it digestible 31:00 Little stories 36:30 How are you seen 39:15 Part of our identity 42:00 Advice for introverts 43:15 Quick recap 46:30 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle. www.servicedesignshow.com/circle/
Thu, May 12, 2022
Service design for organisations that don’t know they need it / Matthew Marino / Episode #149
Every service design project starts with an initial conversation. From there, you build trust, confidence, and the relationship to do great work. But getting that first conversation started can often be one of the hardest things. Especially when you consider that many organizations still aren't aware that service design exists, let alone how they can benefit from it. Of course, you could sit back and wait for the moment when the organization is ready. But this approach will mean that while waiting, you'll miss out on many great opportunities to put your skills to good use. So is there an effective way you could proactively get your foot in the door and pitch service design to an organization that doesn't know it needs it? Yes, there is! And it's more than one... In this week's episode, Matthew Marino , founder of the Paris-based studio User.io, shares the different approaches they have been experimenting with over the years. You'll learn about the use of concept projects, the trojan horse approach, and how to compound outcomes. All are great additions to your toolbox and will surely help you open more doors. The examples Matthew shared encourage me. In the end, you can turn everything into a design challenge, even pitching service design. That makes it way more fun, and you already have the skills to solve this challenge successfully. Enjoy the conversation, and thanks for being part of this community. --- [ GUIDE ] -— 00:00 Welcome to episode 149 03:00 Who is Matthew 03:55 60 second rapid fire 06:35 Episode theme 08:20 Service design doesn't fit 10:35 Good entry points 14:05 Sustaining change 20:20 The fuzzy part of design 23:50 Connecting the dots 28:50 The concept car 39:50 Compounding projects 44:20 How to get invited 46:35 Learn the language 50:35 Evaluating projects 53:35 Wrapping up 55:05 Relevant resources 55:50 Closing thoughts --- [ LINKS ] --- https://www.linkedin.com/in/mrmarino/ https://user.io/en/work/refact-en/ https://user.io/en/work/service-lab-framework-en/ Good Services (book): https://amzn.to/3kV4V55 --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, April 28, 2022
How to do service design without driving yourself mad / Burcu Arsoy / Episode #148
Patience has been described as a secret (and a must-have) skill of any service design professional. It's not hard to understand why. When you're doing service design, you are delivering change. This means that you will meet resistance and push back a lot of the time. You have to be very careful that you don't let this get to you. Because before you know it, you could start doubting if you're doing the right thing or get frustrated with the situation. Or even worse, it could take a severe toll on your health. When that happens, you couldn't be further away from the goal you were trying to achieve in the first place. So an important question here is: How can you see progress when things seemingly aren't moving forward or, even worse, look to move in the opposite direction of what you have in mind? In this episode, Burcu Arsoy takes us along her journey where she was able, through trial and error, to find an answer to this question. You'll hear strategies for keeping your spirit up and not quitting quit too soon. But also how to recognize the warning signs when the time has come to move on and find a different challenge. If you want to better prepare yourself for the rocky ride called service design, this is an episode you don't want to miss. This conversation contributes to a deeper understanding of the mental aspects required to deliver change successfully. A much-needed addition to all the books we have focused on practical tools and methods if you ask me. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 148 05:15 Who is Burcu 06:00 60 second rapid fire 09:00 What's in store 14:00 Misconceptions about design 17:45 Evolving expectations 20:30 Stepping into leadership 23:30 Keeping the spirit up 29:30 Signs of success 33:15 The value of reflection 36:00 Starting out in your career 37:30 The lasagne story 40:30 Challenging top management 42:30 Ask important questions 46:45 Where to draw the line 50:30 Lessons learned 53:00 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/burcuarsoy/ The High House (book) - https://amzn.to/37NGUdt --- [ 3. THE PROGRAM ] --- Take your career to the next level and get to work on more fulfilling challenges. Learn how to communicate the benefits of service design to your clients, colleagues, and CEO. Apply for the Selling Service Design with Confidence program. https://servicedesignshow.com/confidence
Thu, April 21, 2022
The 5 best practices to get more value out of your service prototypes / Circle #10
How do you get the most value out of your service prototypes? That was the key question we explored in our recent Circle community session. As it quickly turned out, there's an entire field with its own set of tools and frameworks that focus on prototyping. During the session, the participants shared their success stories and common roadblocks that prevented them from doing the right experiments. What emerged were five best practices for doing better, more effective service prototypes that everyone in the session could agree on. In this episode, you'll discover what these best practices are and how you can use them in your day-to-day work. What I found interesting is that many participants didn't only use prototyping as a way to reduce the risk of expensive failures. They also used it as a very effective strategy to generate buy-in for the eventual solution. Enjoy the conversation! --- [ EPISODE GUIDE ] --- 00:00 Welcome to the Show 03:30 Who is Irina 04:45 Who is Dan 05:30 How to build experiments 09:00 The goal of experimentation 11:15 What should you test 15:45 The common barriers 23:15 Organisational capacity 30:30 Empathize with stakeholders 35:30 Key uncertainty 43:45 The right time and people 46:30 Bonus best practice 47:45 Circle take-aways 51:00 Closing thoughts --- [ RESOURCES ] --- Understanding Organizational Capability: Touchpoint Vol 10 10 AUGUST 2018 - Daniel Gomez Seidel https://www.service-design-network.org/touchpoint/vol-10-1-from-design-to-implementation/organisational-capability-and-the-hbto-model Why your company needs rapid experimentation, Growth Tribe: https://www.youtube.com/watch?v=XBqM17MKz6U Definition of Experiments and discussion of what how prototypes change depending on the position of the work: Touchpoint Journal, vol 11 number 2, October 2019, Mauricio Manhaes --- [ CIRCLE ] --- The Circle is a community for in-house service design leaders who want to grow as a professional. We host a community session on topics that go beyond the basics every month. If you'd like to be part of these conversations then I encourage you to join us. servicedesignshow.com/circle/
Thu, April 14, 2022
How to make tangible impact through service design? / Markus Hohl / Episode #147
What does it actually mean to be winning in service design? A question I think we don't ask ourselves often enough. Because when you put your entire heart and soul into delivering a great project but the results aren't adopted by the organization, can you say that it was a success? Most service design professionals I know genuinely want to make a tangible impact on the people and organizations they work with. This means that your work can't stop at the research or idea stage. If the recommendations aren't operationalized, that amazing journey map you've created isn't worth a lot. So how do you increase the likelihood that your work makes it into the real world? Well, in this episode, Markus Hohl, the global head of service design at JP Morgan, shares his approach. The conversation with Markus shows again that we often tend to overcomplicate things. The encouraging thing is that you should actually do less, not more, to be more impactful. Markus has found that by doubling down on just 3 simple things, he can get way more done inside the organization. Once you see what they are, it all makes sense as it goes with these things. But it can take years before you gain this clarity. What I found really valuable is that Markus brings the agency and in-house perspective. As you'll hear, both have their advantages and drawbacks. As always, enjoy and keep making a positive impact :) --- [ 1. GUIDE ] -— 00:00 Welcome to episode 147 04:50 Who is Markus 05:20 60 second rapid fire 08:00 The journey 14:00 Roles and responsibilities 19:15 How do you know you're winning 23:45 It doesn't go anywhere 27:30 When service design works 30:00 Benefit of the doubt 35:00 Selling the work 41:00 The biggest hurdles 44:15 This gives confidence 47:00 The future of agencies 49:15 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/markushohl/ Sapiens: A Brief History of Humankind (book): https://amzn.to/3veH2dD --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- For more information and instructions on how to apply head over to: https://servicedesignshow.com/selling
Thu, April 07, 2022
How to get invited to the right conversations?
Do you recognize this feeling... As a service design professional you're the last one who's invited to the party (often when it's almost over). === Selling Service Design with Confidence === For more information and instructions on how to apply head over to: https://servicedesignshow.com/selling/ ====================================== This isn't just bad for your morale but it also limits the value you can create. The holistic nature of service design requires you to be part of the "upstream" conversations. But that's easier said than done. Because how do you make sure that you get invited to the right conversations, with the right people at the right time? Unfortunately the service design textbooks don't teach you any of this stuff. You have to look in different places to find answers. Where? For instance in this episode of the Show. In this episode you'll hear 6 service design professionals share their best tips with you that have helped them to get a seat at the table. And also learn about the pitfalls you really should try to avoid. Unless you don't mind being the last one invited to the party of course. This is one of those conversations that you wish you had heard earlier :) Knowing how to get a seat at the table is skill that **every** service design professional should master. That's why in this episode you'll hear tips from someone who runs an agency, someone who's in-house, someone who's at a product focussed startup and others! [ 1. Episode Guide ] 00:00 Welcome 04:00 The professionals 05:00 Marloes (in-house) 12:45 Hanna (scale-up) 21:30 Poorva (agency) 29:45 Ben (start-up) 39:00 Sue (independent) 51:15 Jules (founder) 1:00:00 Closing thoughts [ 2. Selling Service Design with Confidence ] For more information and instructions on how to apply head over to: https://servicedesignshow.com/selling/
Thu, March 31, 2022
Designing for the next 7 generations/ Bisi Williams / Episode #146
What's one of the key ingredients of service design? It's the fact that we take a holistic view. A view which spans different channels and many touchpoints. Designing with this holistic perspective in mind is often challenging enough considering that most companies aren't organized in a way that supports it. But what if I told you that you can (and probably should) go even further. What if you take a perspective on the solutions you put into the world that doesn't just span a single service but spans... generations. Generations?! Yes, I'm talking about generations of customers, employees, citizens, children, etc. You can imagine that the first time Bisi Williams shared this idea with me I had many questions. How do you make such an audacious goal tangible? How do you get your clients to buy into this vision? Does it require a different design process? Bisi is the co-founder of the Massive Change Network and they have made it their mission to work on solutions for the biggest challenges we face today. The conversation with Bisi was super inspiring with many encouraging examples of what's possible. Especially considering what's going on in our world right now. I'm confident that through this episode you'll discover how thinking about the next 7 generations helps you to design better solutions today. This is one of those topics that you don't get exposed to often in your day to day. For me conversations like this are the most valuable ones as they expand my horizon of what's possible. --- [ GUIDE ] -— 0:00 Welcome to episode 146 05:30 Who is Bisi 10:00 60 second rapid fire 12:45 A platform for massive change 15:15 The journey 18:45 The current state 25:15 Leaving space for possibility 28:15 What's the biggest difference 32:45 Making it actionable 37:45 Learning to dream again 42:45 Be humble 46:45 Commercial interest 52:00 What does it take 55:45 Biggest lesson 57:45 Closing thoughts --- [ LINKS ] --- https://www.linkedin.com/in/bisiwilliams/ https://www.massivechangenetwork.com https://go.servicedesignshow.com/health2049 https://www.artic.edu/artworks/196505/guateamala-posters https://brucemaustudio.com/projects/guateamala/ The Sun Also Rises (book) - https://amzn.to/3IQ6IlM --- [ SELLING SERVICE D
Thu, March 17, 2022
Exploring service design in unexpected places / Jacob Magnell & David Griffith-Jones / Episode #145
There's a really interesting new podcast on the block. It's called Designing the Robot Revolution. And the first episode is titled: Why Every Service Designers' Dream Should Be To Work In Manufacturing. Yeah, I know what you're thinking :) So obviously I had to get these fellow podcasters on the Service Design Show to hear more about their story. In this episode you'll hear Jacob Magnell and David Griffith-Jones share what inspired them to start a podcast about this somewhat surprising angle on service design. I would say that if you want to stretch your perspective on service design then make sure you tune into this conversation. And who knows maybe it will inspire you to start working in manufacturing after all ;) It's great how Jacob & David are exploring uncharted territory within our field. Stories like these really help us to build more and stronger bridges. Enjoy the conversation and keep making a positive impact. --- [ GUIDE ] -— 00:00 Welcome to episode 145 02:45 Who is Jacob 03:30 Who is David 04:00 60 second rapid fire 08:45 How did the podcast start 13:00 What is it all about 20:00 Service design in a industrial environment 24:30 Favorite topics 29:45 It's about the blind spots 33:00 Learnings from creating a podcast 36:45 The wishlist 38:15 How can we help 41:45 Recommended resources --- [ LINKS ] --- Designing the Robot Revolution Why every service designers dream should be to work in manufacturing David (LinkedIn) Jacob (LinkedIn) The wisdom of listening (book) Nudge (book) The power of ten (podcast) Industrial IoT spotlight (podcast) Freakonomics Radio (podcast) --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, March 10, 2022
How to use influence and get things done faster / Ben McCammon / Circle #09
Okay, here's a sensitive question... How comfortable are you with strategically influencing stakeholders? If this question feels a bit creepy stay with me a bit longer. This is really important. Because what if I told you that knowing how and who to influence is a key success factor for every service design professional? So it's no surprise that this is a topic that keeps coming up in our Circle community sessions. In our recent session we did a deep dive into this topic. We explored which tools and methods people actually use to cultivate influence inside their organizations. As you'll hear in this podcast episode we really get down to the most practical level, the nitty gritty stuff. Yes, the things that actually help you do a better job the next day. So click the link below to discover what it's all about. Discussing influence can quickly feel very heavy and serious. But what I enjoyed about the conversation with Ben was that we were able to have some fun and take the heavy load off it without dumbing it down. Hope you'll enjoy it as much as I did! --- [ EPISODE GUIDE ] --- 00:00 Welcome to the Show 03:30 Who is Ben McCammon 06:15 Why would you want to cultivating influence 10:30 What is at stake 17:15 This is your job 21:00 What do we mean with cultivating influence 22:45 The mighty stakeholder map 32:45 Building profiles 45:00 Making it a habit 51:00 Connecting the dots out loud 59:00 Consider saying yes 1:03:00 Don't be shy --- [ CIRCLE ] --- Join our community of in-house service design professionals at the Circle. www.servicedesignshow.com/circle/
Thu, March 03, 2022
How to break through the limits of service design / Clara Llamas / Episode #144
Service design isn't enough... This sentiment has been expressed on the Show many times before. And I agree. The challenges organizations face these days are too complex to be solved by (service) design alone. But here's the strange thing. Although we pride ourselves on bringing a holistic user perspective to the table, this holistic perspective is often missing when it comes to our own field. We still have many blind spots when it comes to collaborating with other business disciplines. Just think about what your relationship is to HR, IT, operations, marketing, sales, support, strategy, etc. This lack of alignment and integration with other parts of the business is unnecessarily limiting the good you can do. In this episode of the Show I talk to Clara Llamas about how we can break free from these limitations... without turning service design into a Frankenstein monster. I guess the point is that we as a community often carry a very heavy (and unhealthy) responsibility of having to deliver great services, almost by ourselves. Well, we really need to stop that way of thinking and find better ways to share the workload. If you're interested to learn how, click the link below and find out. Be prepared. There are some very thought provoking questions in this episode :) Enjoy and keep making a positive impact! [ 1. GUIDE 📺 ] 00:00 Welcome to episode 144 03:30 Who is Clara 04:15 60 second rapid fire 06:15 How did it start 08:15 The current boundaries 13:00 Where can we grow 15:00 How did we get here 19:15 The perspective shift 22:00 The opportunities 26:45 Where are we in the chain 30:00 Organizing the house 34:30 What's missing 39:30 Taking the first step 42:30 What does this mean 47:00 Silent design 49:00 Final thoughts [ 2. LINKS 🔗 ] - https://www.linkedin.com/in/clarallamas/ - Capitalism without Capital (book) - https://amzn.to/3C5B1mH [ 3. NEXT STEP 💪 ] Looking for more? We've got you covered. Click the link below to join the Service Design Show community. https://servicedesignshow.com/subscribe/ You'll get access to inspiring stories and practical advice that helps to level up your service design career!
Thu, February 17, 2022
Creating the conditions where design can make a positive contribution / Jamin Hegeman / Ep. 143
What does it take... How do you enable a design team to deliver their best work? As the VP of Design at Capital One, Jamin Hegeman is thinking about this on a daily basis. He is tasked with the big responsibility of making sure that his 700+ design colleagues are able to make a positive contribution to the business and its customers. In this week's episode you'll hear the journey Jamin has been on over the last few years. How he transitioned from being a design practitioner at a respected consultancy to now being a design leader at a major corporate. We talk about the need for designers to understand how things get done inside an organization. And how Jamin gained a new perspective on what success looks like. This conversation has some great insights on what it takes for design(ers) to be more impactful. Even if you're currently not a VP ;) It's a great privilege to be able to pick the brains of people like Jamin. And that they are willingly taking the time out of their busy schedule to share their experiences with us! Enjoy the conversation and keep making a positive impact! --- [ GUIDE ] -— 00:00 Welcome to episode 143 03:45 Who is Jamin 05:15 60 second rapid fire 07:00 How to become a VP of Design 11:15 What does success look like? 15:30 Being visible 20:30 Lessons learned 25:30 Good design leadership 29:15 Agency versus in-house perspective 34:15 Operationalizing design 38:30 Sense of accomplishment 43:30 Fighting the right battles 50:00 The impact of scale 51:15 What's next 52:00 Closing thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/jaminhegeman/ * Design Justice (book) - https://amzn.to/3sFzWxz --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, February 10, 2022
The 6 best practices to overcome cultural barriers and do proper research / Circle #08
On episode 7 of the Service Design Show Adam Lawrence once said this.. "If you can only do one thing in the entire design process, do research." I don't have to convince you of the importance of proper user research. It's the lifeline of our work. Unfortunately in a lot of organisations research is still seen as something that just slows everything down. It can be hard to get buy-in and support to actually do proper research. Recently I sat down with the Circle community to discuss this challenge. And it quickly became clear that the struggle is real. Everyone in the community had their own story of how company culture stood in the way of them just doing their work. When started to look at the solutions and workarounds people had found to get over these cultural barriers, 6 best practices emerged. And in this episode the Show you're going to hear what these best practices are. What I enjoy about the Circle is that it's a space where people aren't afraid to share the dirty secrets of our work. It's a refreshing alternative to all the polished case studies we otherwise see. --- [ EPISODE GUIDE ] -— 00:00 Welcome to the Show 03:30 Who is Taylor 04:00 Who is Tim 05:00 What are cultural barriers 06:30 Evaluating services 09:45 Where are we today 12:00 The struggles 14:00 The consequences 18:15 Make it into a habit 21:00 Reframing what research is 21:30 Quantifying qualitative research 23:30 Don't ask for permission 28:15 Create psychological safety 30:45 Getting over egos 36:30 Identify your champions 41:15 Tools & budget 44:00 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle. https://www.servicedesignshow.com/circle/
Thu, February 03, 2022
The opportunity of making planet part of your design brief / Cat Drew / Episode #142
What would you say is one of the most daunting design challenges of our time? I hope our climate crisis at least crossed your mind. As Cat Drew argues, we as a service design community play a key role in helping to solve this crisis. Cat is the Chief Design Officer at the UK Design Council and currently championing the Design for Planet initiative. In this week's episode of the Show we talk about the opportunities designing with the planet in mind brings to organizations. And how the organizations which keep on ignoring their responsibility will be left behind. Cat shares a lot of encouraging examples of services where planet was part of the design brief. But no matter how hard you want to use design to shape a better world... If the client who is hiring you doesn't care, it's going to be a very hard task. So you need to encourage and inspire your clients to make the planet part of the design brief. It's not easy, but there are some great resources that help you do this and you'll learn about them in this episode. As a service design community we need to lead by example. Designing with the plant in mind is not a choice. It's a responsibility. This conversation with Cat hopefully inspires you to look beyond the current borders of service design! --- [ GUIDE ] -— 00:00 Welcome to episode 142 02:45 Who is Cat 03:40 60 second rapid fire 05:45 What is the UK Design Council 11:15 What is Design for Planet 14:15 Cats personal journey 17:00 Awarenes within service design 21:45 Encouraging examples 27:30 Roadblocks and challenges 35:30 How to get started 39:30 The business opportunity 42:00 What is missing 44:45 Taking responsibility 46:30 The plan ahead 48:15 Recommended resources 51:00 Final thoughts --- [ LINKS ] --- * Design for Planet Film - https://www.youtube.com/watch?v=wEkInJzvv84 * Design for Planet festival - https://www.designforplanet.org/ * Design for Planet fellows - https://www.designcouncil.org.uk/news-opinion/design-council-announces-design-planet-fellows * Design Council medium blog - https://medium.com/design-council * Salford Wetland - https://www.youtube.com/watch?v=wC-yjQemBmU * Systemic Design Framework - https://www.designcouncil.org.uk/resources/guide/download-our-systems-shifting-design-report and animation https://vimeo.com/665550484 * The climate framework https://www.climateframework.com/ * Circular Design hub - https://archive.ellenmacarthurfoundation.org/explore/* Circular-design and Circular Economy Hub - https://ce-hub.org/ * https://leap.eco/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, January 20, 2022
A better way to embed service design / Naomi Stanford / Episode #141
Embedding design into an existing organization often feels like... trying to cram a square peg through a round hole. Right? In our attempts we often need to bend and shape design in ways that make it lose some of its most important qualities. Just think about how the holistic nature disappears when design becomes siloed across different departments. Which almost always happens. … and then people wonder why design isn't delivering on it's promise :-/ I recently had the pleasure to interview Naomi Stanford for the Show. Naomi is an authority in the field of organization design (just published her 8th book). In the conversation you’re about to hear we discuss the role of legacy and heritage, whether embedding design should be a top down or bottom up approach and whose responsibility is it anyway. As I found out myself, if you're a service design professional and haven't been exposed to organization design then you're absolutely missing out. Naomi is a great storyteller and brings up tons of inspiring examples on how these two fields strengthen each other. Click the link below to get in on all the details. I always love conversations with people who are on the fringes of service design. They expand my idea of what's possible. --- [ GUIDE ] -— 00:00 Welcome to episode 141 04:55 Who is Naomi 07:45 60 second rapid fire 10:45 A different way to look at design 14:15 The relationship to management 17:15 Look at how work gets done 22:30 What's the downside 25:15 The role of incentives 27:45 Making the leap 32:15 Corporate rebels 39:15 When leadership needs to step in 43:00 What are you going to do 46:15 Showing the organisational benefits 50:00 Embedding change 53:00 Recommended resources 55:15 Final thoughts --- [ LINKS ] --- * https://naomistanford.com/ * https://www.linkedin.com/in/naomi-stanford-54373b2/ * The Every (book) - https://amzn.to/33NTAPg * Tempered Radicals (book) - https://amzn.to/3KlbHNj * https://www.openlawlab.com/ * https://naomistanford.com/2021/11/08/organisation-design-odile-the-organisation-designer/ * https://naomistanford.com/2021/11/22/organisation-design-odile-the-organisation-designer-part-2/ * https://naomistanford.com/2021/12/06/organisation-design-odile-the-organisation-designer-part-3/ * https://naomistanford.com/2021/12/20/organisation-design-odile-the-organisation-designer-part-4/ * https://naomistanford.com/2008/10/26/organizational-horseholding/ * https://naomistanford.com/2017/12/27/designing-brave/ * https://naomistanford.com/2018/02/14/organization-design-a-toolkit-of-toolkits/ * https://naomistanford.com/2021/12/13/the-right-word/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Tue, January 11, 2022
Building a tight community of in-house service designers / Marc Fonteijn / Circle #07
How do you keep growing as a mid / senior level service design professional? It's mostly likely less and less through formal theory and education. Once you reach a certain level of maturity in your craft suddenly the small details and nuances start to make a big difference. But you won't find those things on Google. These learnings are hidden in the lived experiences from other professionals and communicated through rich stories. Until recently there wasn't a place where you could get exposed to these stories on a regular basis. That's why in the summer of 2021 I started an experiment called the Circle. The Circle is a community of and for in-house service designers. We gather on a monthly basis to learn from each other around different topics. The goal with the Circle was to create a safe space where it's okay to talk about the messy parts of our work. A place where you can go deep into the practice. Yes, nerding out on service design if you will :) Now, half a year later, it was time to evaluate this experiment and define it's next iteration. Of course this happened in co-creation with the current participants. In this short podcast episode you get a sneak peak inside the Circle. You'll learn what's working and what isn't. The exciting plans we have for this year. And if a community like this could be right for you. If you're currently not working in-house and still made it to the end of this email... let me know if you'd be interested in a community like this but for independent and agency folks. --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle. https://www.servicedesignshow.com/circle/
Thu, January 06, 2022
How to approach service design with a beginners mind / Herb Sawyer / Episode #140
What is it that truly matters? Let's go back to the moment you first learned about service design. You know, when you entered the rabbit hole. There is so much to learn and to explore. It can easily become very complex and overwhelming. But if you want to become a service design practitioner you have to start somewhere. Right? You have to find a way to develop your skills without getting discouraged about all the things you don't know yet. And you know what the worst part is when you're getting started? That you always get the answer "It depends" when you seek advice from experienced service design professionals. Of course they are right. There is no fixed recipe on how to use the tools, methods and frameworks. But that doesn't really help you move forward. So how do you figure this stuff out as a working professional who is transitioning into this field? Today I want to share a unique story with you. Usually the guests you hear on the show already have some kind of track record in service design. You rarely hear the stories of people who are just getting started. And that's exactly what this episode is about. Herb Sawyer is at the start of his journey into service design. And he came onto the Show to share his experience so far. What I find so valuable about this conversation is that it inspires you to adopt a beginner's mind again. I hope that after listening to Herb's story you'll start thinking about the things you take for granted in your practice today. Things that maybe deserve more of your attention. We started with the question "What is it that truly matters?". This episode gives you some practical guidance on how to figure out what the answer is for you. --- [ GUIDE ] -— 00:00 Welcome to episode 140 05:15 Who is Herb 06:00 Rapid fire question round 09:30 Becoming one of them 13:45 How did we get here 19:30 Applying for a service design job 27:00 What's still missing 32:00 Tools versus process 34:30 How to grow and get better 39:30 The a-ha moments! 44:15 The challenging parts 47:45 The big questions 50:00 Fast forwarding one year ahead 52:00 Words of advice 56:15 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/herbsawyer/ ============ Learn how to Sell Service Design with Confidence https://servicedesignshow.com/selling/ ============
Mon, January 03, 2022
The 6 tensions between design and management / David Dunne / Circle #06
"Design and business only work together if there is common ground." That's one of the quotes from the conversation I recently had with David Dunne. But finding this common ground is easier said than done. These days it's still the school of management that's driving most companies. And I think you'll agree that design and management don't necessarily share the same world view, beliefs and approaches. These differences create tensions. These tensions prevent both sides from achieving the best possible outcomes. What David Dunne and his colleagues are doing is creating a shared language around these tensions (they refer to them as double binds). This shared language is essential! Because that helps to make these tensions tangible. And once they are tangible it becomes much easier to create mutual understanding and find constructive ways to work with each other. In this episode David shares the 6 double binds he uncovered through his research. I'm sure you'll recognize a few ;) Want to finally break through some of that stubborn resistance you meet when trying to embed design within your organization? Then this episode is just for you! --- [ EPISODE GUIDE ] -— 00:00 Welcome to the Show 04:15 Who is David Dunne 06:00 What are double binds 08:45 Why is this important 10:30 Creativity in organisations 12:30 Examples of double binds 14:45 How do you know you're in a double bind 20:00 General principles to the solutions 27:00 Humility and reflection 28:45 Other examples 30:30 Who needs to hear this 33:45 Lessons from the Circle 35:45 What is the risk 39:00 Reaching out to David 39:30 Open questions 41:30 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle. https://www.servicedesignshow.com/circle/
Thu, December 23, 2021
The scary truth about service design careers / Alessandra Canella / Episode #139
Regardless of where you are today in your career, at some point you'll want to work on new challenges, learn new things and be exposed to new experiences. When you start to get this itch it's important to recognize that it's a pivotal moment. At this point one might take the approach where they grab the best next opportunity that presents itself on the journey. This opportunistic approach will probably lead you to some interesting adventures, but it also comes with a significant risk. When you let your career be determined by the direction of the wind you might end up drifting away from the things you love to do. And the longer you stay in this position the harder it will be to let go of the lifestyle that comes with it. This is exactly what happened to Alessandra Canella, our guest in this episode. Her career took a path which is similar to many service design professionals. Starting out as a practitioner she slowly worked her way "up" to being a lead, managing a design team. But what if you discover that you don't enjoy management, at all? What if you realize that your true passion is to stay close to the actual practice? Are there still any growth opportunities left for you as a service design professional? This was the burning question Alessandra needed to find an answer to. In this episode of the Show we discuss how she took a designerly career development approach and managed to reignite the fire within her. You can't guarantee that every step in your career will work out the way you hope. But there's definitely a lot you can do to increase the likelihood. --- [ GUIDE ] -— 00:00 Welcome to episode 139 04:20 Who is Alessandra 05:00 60 second rapid fire 07:15 Career paths in service design 09:00 Key moments 15:15 Deliberate or organic path 18:45 The expectation 24:45 A lateral move 30:15 It's not for every organisation 33:00 How to stay on track 39:15 Finding the courage 42:15 The right moment to move 47:00 Recognizing the signals 53:00 Closing thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/alessandracanella/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, December 16, 2021
Best practices on getting buy-in and support for service design
Looking for practical service design tips and tricks? Who doesn't right :) So in this episode you'll hear four commited service design professionals open up and share their best practices with you. ============ For more best practices join the upcoming cohort of our Selling Service Design with Confidence program. https://servicedesignshow.com/selling/ ============ These best practices focus on how you can get buy-in and support for your work (especially from non-designers). Which, as you probably have experienced, is not a trivial task. To understand where these best practices are coming from we also discuss the challenges these professionals were running into, the lessons they learned the hard way and of course... what they are doing differently today to be more successful. Is it mostly about the small details? Or is a bigger mindset shift needed? Enjoy the episode and if you have any best practices on this topic I'd love to know! ============ Learn how to Sell Service Design with Confidence. Join the upcoming cohort! https://servicedesignshow.com/selling/ ============
Thu, December 09, 2021
How to establish service design in a product driven tech company? / Chris Risdon / Episode #138
A clear pattern is emerging... You know what I see when I look at who is hiring service design professionals these days? It's product driven tech companies! When you take a closer look it's not that surprising that these companies are looking into service design. They are realizing that they need to take responsibility for a larger part of the user experience. A part which includes many non-digital aspects. Just think of how AirBnB deals with properties, Uber with cars and Amazon with physical goods. But it's not just these tech giants. Examples are all around us. You could say that these tech companies are going through their own analoge transformation. Coming in as a service designer into such an environment is... well, quite an interesting experience with it's own set of challenges. For instance you'll find that your work potentially overlaps a lot with product managers. Next to that you're often not tied to operation so it's hard to show tangible impact on customers. And as you start out embedded in the digital part of the company it means you can influence the entire journey. So considering all this it's fair to say that the odds of you being successful are not stacked in your favor. But there's hope. Our guest this week Chris Risdon has made a sport out of establish service design within tech driven companies. And over the past years he learned through trail and error what works and what doesn't. As often is the case the most important lessons boil down to a few simple things... things which are unfortunately easy to forget. Luckily Chris does a great job of reminding us of them. Even if you're currently not in a product driven tech company I'm confident that these lessons will help you be more impactful. Enjoy the episode and keep making a positive impact :) --- [ GUIDE ] -— 00:00 Welcome to episode 138 03:30 Who is Chris 04:30 60 second rapid fire 10:15 Humanizing technology 15:15 Where is this coming from 18:45 The challenges 22:30 Is service design compatible 25:45 Sharing the wins 29:30 Where to start 34:45 The overlap with product management 39:15 What does impact look like 41:30 Connecting the dots 46:00 Be a journalist 51:45 The first steps 56:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/chrisrisdon/ BOOKS * https://rosenfeldmedia.com/books/orchestrating-experiences/ * Artemisia Gentileschi - https://amzn.to/31Fllse * Visualizing Black America - https://amzn.to/3EEaNZ0 --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, November 25, 2021
100 examples of good service design for non-designers / Daniele Catalanotto / Episode #137
Ever wanted to have a good service design case study? What about 100? Coming up! Read on to learn more. I still struggle when someone asks me for a case study. Because services play out over time with many micro interactions across time it's hard to capture the entire thing in one case study. So why don't we take a different approach? What would happen if we tear a service apart and look at those smaller interactions rather than the entire thing? Would that help to identify best practices and elements of good service design? We'll that's exactly what Daniele Catalanotto did... and he turned the principles which he found into a book. This book is a much needed contribution to our field. It sort of shows very directly the outcome of good service design. Without bothering you with how that outcome came to be. Very different from the books on tools and methods or the ones that describe the high level strategic perspective. Daniele's book helps to solve one of the biggest challenges in our work... how to make tangible what service design is for. So how do you identify these principles? What should you look for? And what is it that you actually capture? Daniele shares his entire process in this episode. And let me tell you that something magical happens when you start noticing and collecting these principles. Your not only building a valuable resource library which you can easily reference later when you're looking for inspiration. Maybe the most important part is that you start training your mind to instinctively recognize the elements of a good (and bad) service design. This is as close to a superpower as you'll get. At least I :) Throughout the conversation we joke about having a "pinterest for services". Which actually might not be such a bad idea. --- [ GUIDE ] -— 00:00 Welcome to episode 107 01:40 Who is Dan 03:20 60 second rapid fire 05:40 Why talking about value matters 08:30 Feeling valued 09:30 The stigma around business 11:00 Object value pricing 13:15 The basis of value pricing 15:00 Creating alignment around a goal 18:10 What is important to you 19:10 The dangerous separation between business and design 21:00 Challenger sales 24:10 Setting a benchmark 27:00 Prototyping with numbers 29:45 Giving guarantees 31:40 Pricing experiments 35:20 When do you start charging 38:00 Do this in every sales conversation 40:45 Look for win-wins 42:30 Recommended resources 43:30 Get in touch with Dan 43:55 Final thoughts --- [ LINKS ] --- - https://www.linkedin.com/in/danielecatalanotto/ - Episode #91 with Daniele: https://www.youtube.com/watch?v=br1j61UEDnA - The book: https://store.swissinnovation.academy/service-design-principles-101-200 - Service Design: From Insight to Implementation (book) - https://amzn.to/3cC37dn --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, November 18, 2021
How to train your service designer? / Emily Winograd / Circle #05
Does it matter? Can you be a good service design professional without any formal training or background? Many people I know just started doing service design without having a diploma or certificate. That's how I started in this field as well. Mastering the craft on the job and figuring stuff out as they go along. They have, what I would call, practical wisdom. But this lack of formal education sometimes causes unnecessary doubt and prevents you from doing your best work. So should you get that service design degree after all? Well, Emily Winograd has had to answer this question for herself a few times. So I've invited Emily on the Show to share her story and the lessons she learned along the way with you. In this conversation you'll also hear about a simple framework. This framework helps you to uncover blind spots and learn about the strengths of your team members. If you ever had signs of imposter syndrome in your work make sure you listen to this episode as it offers some very helpful insights! I found Emily's story really encouraging for our field and hopefully you'll do as well. --- [ GUIDE ] -— 00:00 Welcome to the Show 03:00 Who is Emily 04:15 How to train your service designer 08:30 Stamp of approval 12:00 Imposter syndrome 14:30 The tension 17:30 The framework 22:45 Best practices 28:45 Roadblocks 32:00 Lessons learned 36:00 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle. https://www.servicedesignshow.com/circle/
Thu, November 11, 2021
How to be a good design leader? / Todd Wilkens / Episode #136
The answer was simple... "It gave me the opportunity to start doing things the way I really thought they should be done." That's what Todd Wilkens said when I asked him why he decided to take on a leadership role. I think that every service design professional out there wants to have more influence on the decisions that are being made. Because you are the one who is fighting to do the "right thing" for your users. Who can argue against that right? Well in reality it's not that easy. When you want more influence, moving into a leadership position is almost a must. But what does this even mean? And is it a career step that you should consider? In this episode Todd takes us along his transformational journey from being a design practitioner to becoming a design leader. You'll learn about the mistakes he made along the way and now is slowly recovering from. I have to admit that this is quite a unique perspective that hasn't been shared on the Show often. So if you're interested in having a greater influence on the decisions around you, this is an episode you definitely don't want to miss. What I took out of our conversations was how we should hold on tightly to the things that designers do really well. Especially when we move into a different role within the organisation. --- [ GUIDE ] -— 00:00 Welcome to episode 136 03:00 Who is Todd 04:45 60 second rapid fire 06:45 What's in store 08:45 Start of the journey 12:15 The opportunity 17:30 Making the jump 23:15 New responsibilities 28:00 Lessons learned 32:15 A better approach 39:30 Tradeoffs and compromises 42:45 What to look for 46:45 It will change you 48:15 The first step 51:15 Closing thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/toddwilkens/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, November 04, 2021
Ritual design: make the mundane meaningful / Adam Cochrane / Circle 04
Let's talk about rituals (and design)... Rituals have the power to turn an ordinary experience into something meaningful. They can be large and community based like a family reunion dinner. They can be small and personal like writing in your gratitude journal every morning. But what are rituals exactly? And how are they different from habits and routines? Adam Cochrane has been looking into the field of ritual design for a while. In this episode we explore the power of rituals as well as the potential dark side. We also discuss how you can bring rituals into your own design practice. Curious how to make the mundane meaningful again? Make sure you don't miss this conversation! --- [ GUIDE ] -— 00:00 Welcome to the Show 02:40 Who is Adam 04:00 What is ritual design 07:30 The opportunity 08:30 The back story 13:45 Your responsibility 17:00 The why of rituals 19:30 Key principles 24:00 Where to start 28:15 Lessons learned 31:30 Next steps 37:30 Circle reflection 40:30 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle. https://www.servicedesignshow.com/circle/
Thu, October 28, 2021
Can service design thrive in a product environment? / Valeria Adani / Episode #135
Isn't it funny... Even though we live in a world which is dominated by services still many organisations have a very strong product mindset. And I get it (sort of). Products are tangible, easy to measure, perfect to manage. Everything a CEO wants right? Well, you as a service design professional know that product centric thinking is harmful. It creates silos, destroys the customer experience and in the end is bad for business. The reality is that product thinking isn't going to go away anytime soon. So this begs the question: How can you connect service design with "product people" inside an organisation and use each others strengths? Valeria Adani who's the head of service design at Frog has been faced many times with this challenge in her career. In this week's episode she shares her most important learnings around finding a common language, focussing on implementation and the pitfalls of oversimplification. When you take these lessons to heart I can guarantee that you'll be more impactful and do more rewarding work. Curious? Click the link below to learn more. Hope that you'll enjoy the conversation and get something helpful out of it! --- [ SALARY REPORT ] -— https://www.servicedesignjobs.com/salaryreport/ --- [ GUIDE ] -— 00:00 Welcome to episode 135 03:00 Who is Valeria 03:45 60 second rapid fire 06:00 The problem of a product centric mindset 09:15 Importance of language 11:45 Bridging the gap 17:45 Signs of success 23:00 The impact of design 26:15 Focus on implementation 33:00 We can't do it alone 36:00 Measuring the right things 37:30 Tips on getting started 41:45 Pitfalls of over simplification 46:45 The added value of service design 48:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/valeriaadani/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, October 21, 2021
How to harvest the power of a professional community / Natalie Kuhn / Circle #03
As a service designer you never stop learning. But as you may have noticed already textbooks will only get you so far. Pretty quickly you'll want to discuss details and nuances of our practice that aren't easily captured in traditional literature. So how do you continue developing your skills once you reach that point? In the old days you would join a guild. The bakers, blacksmiths or brewers. Today these guilds are more commonly known as professional learning communities. These communities offer you the opportunity to learn from others, find support and provide the space to reflect on your work. But a community doesn't magically appear right in front of you. So in this episode you're going to hear how and where you can find a community where you feel at home. --- [ GUIDE ] -— 00:00 Welcome to the Show 03:00 Who is Natalie 04:15 What is a community 09:45 The limits of online 14:15 Growing through engagement 16:00 Starting a community 23:45 The importance of ownership 25:45 Longevity of communities 31:15 The catalysts 34:45 Enabling interaction 39:15 Trust and vulnerability 42:15 Deep versus wide 46:00 Closing thoughts --- [ CIRLCE ] -— Join our community our in-house service design professionals at the Circle. https://www.servicedesignshow.com/circle/
Thu, October 14, 2021
How to win the clash with existing business logic / Chris Ferguson / Episode #134
There is a clash... A clash between existing business logic and service design. For instance the focus on value extraction versus value creation. The difference in an open versus hierarchical workstyle. And the emphasis on statistical versus empirical evidence. If not dealt with in the right way, this clash creates tensions which prevents you from making a positive contribution through your work. The first step to effectively dealing with these tensions is recognizing that you're in a clash. Our guest in this week's episode Chris Ferguson calls these tensions double binds. And Chris has been doing some foundational research into this topic. You're going to learn about the most common double binds that he found through his research. If you stick around till the end of the episode you'll also walk away with some concrete examples on how you can neutralize these tensions. And if anything, at least you'll see these tensions coming and can prepare in advance :) --- [ GUIDE ] -— 00:00 Welcome to episode 134 02:00 Who is Chris 03:50 Question rapid fire round 06:00 Double binds 09:00 Traditional organisations 10:45 Work style tension 18:45 Transforming the organisation 23:15 Business model bind 30:15 Different cultures 35:15 Understanding belief systems 39:00 Learning from others 42:45 Finding your allies 52:30 Structuring projects 56:00 Final thoughts --- [ LINKS ] --- - https://www.linkedin.com/in/1christopherferguson/ - Razorblade Tears (book) - https://amzn.to/3lAXRfl - The Hard Thing About Hard Things (book) - https://amzn.to/3ADVqN4 - Design Thinking at Work (book) - https://amzn.to/3DAYYlb - Liminal thinking The pyramid of belief - https://www.youtube.com/watch?v=2G_h4mnAMJg - The Campfire - https://www.servicedesignshow.com/campfire/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, September 30, 2021
How to grow design inside a complex organisation / Alex Guazzelli / Episode #133
This week's episode of the Show is a pretty remarkable one. You're going to hear the story of how design has not only survived, but is actually thriving within one of the most challenging environments... a bank. Our guest in the episode is Alex Guazzelli. Alex is the head of design at the largest financial institution of Latin America and has been part of this journey from day one. Today he leads a team of over 250 designers but it all started with a two man operation. Of course the journey hasn't been without challenges. Not everything went according to plan. In this conversation Alex shares his lessons about making compromises, connecting design to business and working on the right projects. So if you're currently trying to get service design adopted in an organisation that doesn't have a strong design heritage, this episode will help you get there faster for sure! --- [ GUIDE ] -— 00:00 Welcome to episode 133 03:00 Who is Alex 04:00 60 second rapid fire 06:00 How it all started 12:00 Showing added value 19:00 Understanding the metrics 24:00 The right challenges 30:15 Connecting the dots 36:15 Changing the mindset 38:45 The evidence to say no 42:30 Own the responsibility 44:30 Lessons learned 49:15 Be prepared for the journey 54:45 The road ahead 58:15 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/alexander-angelo-guazzelli-b83b8221/ * One unbounded ocean of consciousness (book) - https://amzn.to/3CU3CdD --- [ COACHING CALL ] --- Book your free coaching call. https://servicedesignshow.com/coaching Use the secret phrase you heard in the episode!
Thu, September 16, 2021
A pragmatic approach to organisational design / Frithjof Wegener / Episode #132
Imagine that your organisation would fully embrace design? There would be much less friction between how you work and how the organisation operates. When you'd see an opportunity to improve something and make a positive contribution with your skills you could just go for it. Unless you're one of the lucky few, most service designers still need to fight hard to get support for their way of working. And think about it, there's a lot at stake here... Because when you fail to get proper support no one will listen, you won't be able to influence important decisions and eventually you'll become irrelevant. But if we play our cards right I'm actually quite optimistic that will not happen. What inspires hope in me is that designers are starting to understand organisations better and better. For instance we recently talked about organisational dark matter on the Show and how to influence that. In this episode we continue on that theme and talk about a pragmatic approach to organisational design. You'll learn how creating doubt, devising smart experiments and reframing challenges helps to get the buy-in from clients and stakeholders. The most powerful tools are sometimes right in front of you. This episode serves as a great reminder of that. --- [ GUIDE ] -— 00:00 Welcome to episode 132 05:00 Who is Frithjof 06:00 60 second rapid fire 09:45 Organisational design isn't new 14:00 Knowing the end at the start 19:00 Exploring what may be 24:30 What help clients make the leap 27:00 Doubt is your friend 30:15 Reframing the problem 39:00 How to coach clients 41:45 The role of experiments 47:30 Creating space for failure 54:00 Skills to make the transition 1:01:15 Final thoughts --- [ LINKS ] --- * https://twitter.com/frithjofthinks * https://www.linkedin.com/in/frithjofwegener/ * https://www.researchgate.net/profile/Frithjof-Wegener * https://scholar.google.com/citations?user=4-4TFXgAAAAJ&hl=en * Organizational Design webinar - https://www.youtube.com/watch?v=Qv-hDbtmG30 * Touchpoint article - https://www.service-design-network.org/touchpoint/vol-11-no-3-service-design-and-change-management/tp11-3-going-from-service-design-to-organisational-designing PODCASTS * https://www.talkingaboutorganizations.com/ * https://www.tudelft.nl/io/delft-design-stories/out-of-the-blue BOOKS * https://www.terrypratchettbooks.com/book-series/discworld/ * https://naomistanford.com/books/ * https://www.sup.org/books/title/?id=1448 * https://en.wikipedia.org/wiki/Crime_and_Punishment --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, September 09, 2021
Crafting the perfect elevator pitch for service design
Okay, I know it sounds almost impossible but it really happened… A fellow service designer named Delia told me that she has crafted an elevator pitch for service design that is really effective for her. How effective? Well she used this pitch and it landed her a speaking opportunity on the first encounter with someone at a random networking event. Pretty amazing. ============ Build your own perfect elevator pitch! Join the upcoming cohort of our Selling Service Design with Confidence program. https://servicedesignshow.com/selling/ ============ The challenge with service design is that you need to find ways to explain it without overcomplicating or dumbing it down. This is definitely a skill. A skill you can master as well! So in this podcast episode of the Show you’re going to get practical tips that will help you to “sell” service design and get buy-in from internal stakeholders and external clients. If you ask me we, focus too much on the craft of service design and too little on how to get non-designers excited about it. But you really need to do both if you want to make impact… ============ Learn how to Sell Service Design with Confidence https://servicedesignshow.com/selling/ ============
Thu, September 02, 2021
Unlocking the power of beautiful questions / Warren Berger / Episode #131
If you're asking really good questions, you're going to get better results. This is a quote from the conversation with Warren Berger. Warren is the author of The Book of Beautiful Questions. Definitely one of my favorite books from 2021 that I'm sharing left and right. So I was really excited that Warren agreed to come on the Show and share his thoughts with us. Of course we address a lot of questions during this episode. Here are a few of my personal highlights: * How do we bring more and better questions into our own practice? * How can we build an appetite for questioning with our (business) leaders? * And how can we help people transition from only asking how questions to also ask the why questions? I think the challenge many service designers face is that companies see a conflict between asking better questions and getting things done. Well, if you find yourself in this kind of environment then this episode has tons of practical advice on how you can make progress. During the episode we announce a small contest where you get the chance to win a signed copy of Warren's book! So make sure you stick around till the end. Enjoy the conversation and keep asking better questions :) --- [ CONTEST ] --- You can win a signed copy of Warren's books! To participate in the contest leave a comment on this video where you share the name of the book to which The Book of Beautiful Questions is a follow up. The contest closes on September 16 2021 11:59pm (GMT) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. When you fail to do so we'll pick a different winner. --- [ GUIDE ] -— 00:00 Welcome to episode 131 04:45 Who is Warren 08:15 60 second rapid fire 11:00 How it all started 17:30 What makes a question beautiful 25:00 Why should we care 27:45 What's currently missing 33:00 Brining questioning into design 39:00 Getting organisations to ask more questions 45:30 Questions have to be everywhere 51:30 What makes it so hard 56:00 From how to why questions 1:00:30 Make questioning part of your brand 1:02:45 Words of advice 1:04:00 Book giveaway contest 1:05:15 Final thoughts --- [ LINKS ] --- * https://amorebeautifulquestion.com/ * https://www.linkedin.com/in/warrenberger/ * Good Thinking (book) - https://amzn.to/3t98g3R * Humble Inquiry (book) - https://amzn.to/3gRqKkm * The Splendid and the Vile (book) - https://amzn.to/2WNsYKR --- [ SELLING SERVICE DESIGN ] --- Learn how to get buy-in from clients, managers & CEOs, into your work as a service designer without wearing a suit. >>> https://servicedesignshow.com/selling
Thu, August 26, 2021
Service Design Leadership Best Practices / James Field / Circle #02
Did you know that people are looking up to you? *** LEARN MORE ABOUT THE CIRCLE https://servicedesignshow.com/circle/ *** Sure, part of the identity of a service designer is to stay in the background, act as the facilitator and let co-creation guide the way forward. Humbleness could be our middle name. These are great traits that we definitly shouldn't lose but they aren't enough… Because when you're the only service designer in the room (or one of the few), people do look up to you for answers. They want you to show them the way forward. These are the moments that you *must* speak up and show leadership. If you don't, others will take over and you won't be able to influence important decisions. When you do that long enough you'll eventually lose hope and give up on the practice. Service design leadership is all about being able to build trust and give people in your organisation the confidence to embark on a journey. And as you know this is a journey with a lot of unknowns and uncertainty. But how do you develop your leadership skills? Without losing your service design identity. Well, in this episode you'll hear the conversation I had with James Field. James shares the best practices around effective service design leadership that emerged during our recent Circle session. We also discuss some harmful leadership misconceptions like the need to come up with detailed plans. And how these plans are likely working against you rather than helping you progress. So if you want to have more control and shape the future of service design within your organisation so that it can deliver on it's promise, this episode is packed with practical advice. I really feel that this is a key area for our field right now. An area where we can still make a lot of progress. Hope conversations like this make a positive contribution to this! *** LEARN MORE ABOUT THE CIRCLE https://servicedesignshow.com/circle/ ***
Thu, July 29, 2021
How to bust the harmful myth of the average user / Indi Young / Episode #130
There is a dangerous trap in the ways you use to capture the needs of the people you're designing for. Of course, you have constraints and need to make design decisions. And the saying is true that if you're designing for everyone you're essentially designing for no-one. So there are a lot of tools and methods to describe who it is that you're designing for. Personas, empathy maps, customer avatars, user profiles, etc. But when not used mindfully and with care these tools can do more harm than good. The consequence might be that you end up designing services that unintentionally exclude people. Or even worse, cause real harm. As a community that takes pride in being human centered this is not what we signed up for and we need to avoid this at all cost. So in this week's episode Indi Young shares a better approach to defining and describing the people we're designing for. The best part is that it's an approach that you can easily embed in your current practice. If you're serious about human centered design this is an episode you can't miss. --- [ GUIDE ] -— 00:00 Welcome to episode 130 03:00 Who is Indi 06:45 60 second rapid fire 09:45 The upcoming book book 12:00 Unconsiouce biases 17:45 The uptake 20:45 Designing with constrains 25:00 Thinking styles 31:00 Making it actionable 33:15 Where do we start 39:15 Getting business listen 42:45 Who are the adopters 45:15 The outlier 47:00 Common misconceptions 49:30 Unsolved challenges 53:00 Recommended resources 55:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/indiyoung/ * https://rosenfeldmedia.com/books/practical-empathy/ * https://rosenfeldmedia.com/books/mental-models/ * https://indiyoung.com/essays-talks/ * Weapons of Math Destruction (book) - https://amzn.to/3BLxFEK * Design for Real Life (book) - https://amzn.to/3rB6Mic * Set Boundaries, Find Peace (book) - https://amzn.to/3ynACJL --- [SERVICE DESIGN JOBS] --- * https://servicedesignjobs.com/podcast --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, July 22, 2021
Progress over perfection / Jacquelyn Brioux / Circle #01
Okay, we all know that delivering tangible value in service design can be hard. You often have to deal with a lot of constraints that you have no control over and the distance to the end-users can be immense. So how do you, despite these obstacles, still make progress? And at the end of the day feel that you're actually contributing something valuable. This was exactly the question that was discussed during our recent Circle session. In this (podcast exclusive) episode you'll hear Jacquelyn Brioux share some of the "best practices" that were shared by the participants. I really enjoyed the chat with Jacquelyn because we tapped into her personal experience as a service designer. Hope you'll enjoy the stories as well! [EPISODE GUIDE] 00:00 Welcome to the Show 02:30 Who is Jacquelyn 04:00 How did we get here 05:45 Delivering value 10:15 The woodworking connection 21:30 Operationaling insights 30:30 Flair versus focus 37:15 Coaching 45:30 Your role in a team 51:00 Closing thoughts [LINKS] * https://www.servicedesignshow.com/circle/ * https://www.linkedin.com/in/jacquelynbrioux/ * https://www.jacquelynbrioux.com/ [SURVIVAL GUIDE] Get your copy of the Survival Guide for In-house Service Designers. https://www.servicedesignshow.com/guide/
Thu, July 15, 2021
How to manage the organisational dark matter / Marzia Arico / Episode #129
I'm sure you've experienced it... You put your heart and soul into your work, you try to create value through design, you have an optimistic mindset. But whatever you do, you always feel like there's a mysterious organisational force pushing against you. It's the "organisational dark matter" that makes your life as a service designer so much harder. But there's hope. As the design director at Livework tasked with bringing service design to many different organisations, Marzia Arico has experienced her fair share of this dark matter. Her conclusion is that if you want to create impact, you can't just focus on the design work. That's just 10% of your job. You have to learn how to effectively deal with the other 90% as well. And that's what this episode is all about. What I love about the conversation with Marzia is that all her stories are rooted in practical real-life experiences. Stories filled with insights that have the potential to make your life easier and your work more fun. --- [ GUIDE ] -— 00:00 Welcome to episode 129 02:45 Who is Marzia 03:30 60 second rapid fire questions 06:30 dark matter and organisational logic 11:00 finding the right narrative 15:00 lack of one view 19:45 what client does it take 24:45 you move at multiple speeds 27:00 what does progress look like 30:00 making change sustainable 33:30 the operating model for design 38:30 scaling design capability 45:00 advice for smaller teams 50:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/marziaarico/ * Reinventing Organizations (book) - https://amzn.to/3AWklNp * Dark matter and trojan horses (book) - https://amzn.to/3i8ohlL * https://www.servicedesignshow.com/campfire/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, June 17, 2021
The big challenges of in-house service design
Are you an in-house service design professional? Have you ever wondered... * How can I show evidence of progress in my work? * How do I set the right expectation about what I do? * Where can I have the most impact? Well, you're definitely not alone. In this video 5 in-house service designer who participated in the Campfire, openly share their thoughts on these questions (and more) with you. Even if you're currently not on "the inside" I'm confident that you'll get some new insights out of these stories! [ Join the Campfire ] 👉 https://servicedesignshow.com/campfire/
Thu, June 10, 2021
Shaping service design as a strategic business tool? / Christian Appelt / Episode #128
Polestar is the manufacturer of one of the most iconic electric cars at this moment. So you can imagine that I was really excited when the opportunity came along to have a conversation with Christian Appelt, their head of service design. Making service design work within a company that is organized around a strong product is a challenging task for sure. But when I heard that their ambition is become a role model for how service design is embedded within organisations I knew this was going to be a good episode! In our conversation Christian shares a lot of practical examples of what they are doing to let service design be a strategic business tool that helps to make smarter decisions. We discuss the role of leadership, the importance of metrics and the impact of using the right tools. After watching this episode you'll see that it's often the simple and small things that make a big difference. So if you're trying to embed and scale service design within your company this is definitely an episode worth checking out. --- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] -— https://www.servicedesignshow.com/selling/ --- [ GUIDE ] -— 00:00 Welcome to episode 128 03:30 Who is Christian Appelt 05:00 60 second rapid fire 09:00 How did service design start at Polestar 11:00 The place of service design 14:30 Typical service design challenges 19:00 Demonstrating the business value 23:30 Guiding stakeholders through uncertainty 26:00 The CX dashboard 29:30 Building a common language 33:00 The power of internal communication 39:30 Evolution of the approach 42:45 What does the future hold 44:00 Biggest learnings 47:00 Product or service industry 48:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/christianappelt/ * https://orgdesignfordesignorgs.com/ * https://www.fastcompany.com/90636315/this-designer-led-ev-company-could-finally-challenge-tesla --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, May 27, 2021
User research - what to do when your company doesn't get it / Steve Portigal / Episode #127
Everything in service design starts with user research. But as you've probably experienced often it's challenging to get the time and resources to do proper research. And when research is already being done by an organisation it's often not the type of research that we'd like to see. It can be frustrating to see that user research isn't making the difference you know it can. So what does it take to push user research beyond it's current limitations? Author and industry icon, Steve Portigal has been thinking about this topic for some time now. I invited Steve (back) on the Show to share his thinking and together explore what it takes to take user research to the next level. And also ask the question: What is that next level in the first place? Without proper user research you can't do good service design. So it's our job to make it more relevant and impactful. This episode will show you how. --- [ GUIDE ] -— 00:00 Welcome to episode 127 04:10 Who is Steve 05:00 Rapid fire question round 10:15 The need for user research maturity 14:45 Where is this coming from 19:00 What does progress look like 26:30 Opening the conversation 29:00 Who owns this 33:15 You need leadership 40:45 Being in demand 43:15 Setting up for success 45:00 Axis of maturity 48:15 Identifying opportunities 51:30 Where are we heading 57:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/steveportigal/ * https://portigal.com/podcast/ * https://rosenfeldmedia.com/books/interviewing-users/ * https://rosenfeldmedia.com/books/user-research-war-stories/ * https://uxdesign.cc/the-organizations-design-research-maturity-model-b631471c007c --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, May 13, 2021
What learning design teaches us about growth / Andre Plaut / Episode #126
Take a guess... How much time do you invest to learn something during your week? It's a lot. We learn all the time in order to grow as a professional, a team and an organisation. Heck by reading this email you're learning something (hopefully). Most learning happens organically and on the fly. Which is totally fine. But when you deliberately want to bridge a gap in knowledge, skill or experience it's smart to design that journey. That's where learning design comes in. According to Andre Plaut learning should be hard but not confusing, frustrating or painful. As you'll discover in this weeks episode there's a lot more to learning design than just coming up with training material. It's a (strategic) design discipline that very closely related to service design. After the conversation with Andre I got really excited about the potenial of learning design. Hope you will too. --- [ GUIDE ] -— 00:00 Welcome to episode 126 03:50 Who is Andre 05:00 60 second rapid fire 07:45 What is learning design 11:00 The goal of learning design 19:00 Redesigning the way we work 22:30 Learning design in practice 28:30 When to design learning 33:00 Setting teams up for success 40:00 The evolution of learning design 44:00 A better business conversation 46:30 The future of learning design 49:30 Recommended resources 51:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/andreplaut/ * https://ahumanmachine.com/ * Workshop by Andre: Learning is Experience Design - https://www.youtube.com/watch?v=UMprxiz5rGM * Square wheels cartoon - https://performancemanagementcompanyblog.com/tag/cartoon-too-busy/ Books: * John Marshall: Definer of a Nation - https://amzn.to/3w1y9mD * Design for How People Learn - https://amzn.to/3y2Y2nJ * Making Conversation - https://amzn.to/3hh1K7f --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, April 29, 2021
How to meaningfully evaluate the impact of service design / Joyce Yee / Episode #125
Here's a question that makes every service designer cringe... Can you show (prove) the impact of your work? So what makes this such a tough question? Well the value created through design is emergent and appears in shapes and forms that you didn't expect upfront. It's often hard to capture the benefits and outcomes using traditional ways of measuring successes (excel sheets). Nevertheless it's not smart to ignore this question. When you can't show the impact of your work, you will eventually become irrelevant. It's as simple as that. Next to that I believe we should hold ourselves much more accountable for the results of our work as a community. But how!? In this week's episode of the Show you're going to learn about a framework for evaluating social impact. The great thing is that this framework is also very applicable to service design. If you've been struggling to communicate the value of your work in ways that non-designers understand then this is an episode you really don't want to miss. --- [ GUIDE ] -— 00:00 Welcome to episode 125 01:30 Who is Joyce 03:00 60 second rapid fire 07:00 Finding a way to measure social impact 11:45 Evaluating versus measuring 14:00 The current limitations 19:00 What's standing the way 28:30 Smarter reflection 33:30 Celebrating succes 35:30 The burden of evaluation 40:00 How do you know it works 44:00 The excel sheet person 47:00 Create your own tune 52:30 Stay true to design 55:30 The limits of data 57:30 Final thoughts --- [ LINKS ] --- * Designing Social Innovation in Asia-Pacific Network (DESIAP) - https://desiap.org/ * A practical guide to Developmental Evaluation - https://go.servicedesignshow.com/agwpz * A developmental evaluation primer - https://go.servicedesignshow.com/81m6h * Better Evaluation Resource Website - https://go.servicedesignshow.com/w196r * Different approaches to evaluation - https://go.servicedesignshow.com/116om Books * Design Transitions - https://amzn.to/3eEpShm * Transformations: 7 Roles to Drive Change by Design - https://amzn.to/3aMzGVf * The Walker's Guide to Outdoor Clues and Signs - https://amzn.to/3dYE7hH --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, April 15, 2021
Using systemic design to dissolve problems / Arash Golnam / Episode #124
Design is often described as a problem solving approach. But what if you didn't have to solve problems... What if you could let problems disappear by dissolving them? Let me give you an example. Now that we can't do regular school exams due to the pandemic we look for new ways to still do exams. That's solving problems. Dissolving problems is about figuring out how we can achieve the same goals without exams entirely. It might sound like a small nuance but the impact is huge. The way to dissolve problems is through systemic design. And in this weeks episode Arash Golnam introduces us to it. If you ever found yourself working on incremental improvements and solutions that don't address the root cause. And you want to break free from the boundaries and constraints that cause the problem in the first place? Than grab your pen and paper to start making notes as this episode will give you a lot of stuff to think about! I'll be honest, there's a lot in this episode and everything is interconnected. I've already listened to it twice. If you feel a bit puzzled at the end just press repeat :) --- [ WEBINAR ] -— https://go.servicedesignshow.com/systemic-design-webinar --- [ GUIDE ] -— 00:00 Welcome to episode 124 03:00 Who is Arash 04:20 60 second rapid fire 07:15 Systemic vs systematic design 12:30 Current limitations 21:30 Perceptions as the artifact of design 31:00 Layers of relationships 34:15 Starting with systemic design 42:00 Designing for people 47:00 The compatibility of the designer 53:00 When is design? 58:00 Standing the test of time 1:00:30 The designers journey --- [ LINKS ] --- * https://www.linkedin.com/in/arash-golnam-4b982120/ * http://dissolve.design Books * The Timeless Way of Building - https://amzn.to/2RzQTdZ * Zen and the Art of Motorcycle Maintenance - https://amzn.to/3mP3oxF * The Power of Myth - https://amzn.to/32btS2O * The Poetics of Space - https://amzn.to/32f9bmF * I Am a Strange Loop - https://amzn.to/3wQy2LM --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, April 08, 2021
What's life on the inside? Real-life stories from 7 in-house service designers.
What's it like to be an in-house Service Designer the Swedish Tax office or the fashion giant Zalando? In this episode of the Service Design Show you're going to get a sneak peak behind the curtains. You'll hear about the challenges in-house service designers face. And of course get some practical tips on how to navigate around them! Even if you're currently not working in-house I think you'll find these stories very useful. [ Join the Campfire ] https://servicedesignshow.com/campfire/
Thu, April 01, 2021
The reason why designers fail in organisations / Tricia Wang / Episode #123
How can I as a service designer, be of more value to my organisation? That's the question we're exploring in this weeks episode of the Show. And the answers we find will surprise you! So yeah, of course you want to work on challenges that matter. You want to make a difference. But all too often designers are still not heard within enterprise environments. And you know what that means. When this keeps going on too long you will eventually becoming irrelevant. And fail to achieve your mission. Tricia Wang, our guest this week, has an interesting take on why this is happening... Designers have the tendency to get in their own way. What does this mean? It means that we've adopted anti-patterns that actually prevent us from achieving success on the level we desire. According to Tricia we need to uncenter ourselves and transition from being a guru to being a guide. If this sounds abstract don't worry. Tricia provides some very practical things you can do in your day-to-day work to make this happen. Things like sharing unfinished work, ditching the HWM and much more. So when you feel like you could be making a bigger impact on your organisation, but aren't sure how to do that. This episode might just hold the clue you're looking for. I love how Tricia challenges some of the assumptions and habits that we've developed in the design community. It might be confrontational at first but it's a conversation that we need to have sooner than later. Enjoy the episode and keep making a positive impact :) --- [ GUIDE ] -— 00:00 Welcome to episode 123 03:00 Who is Tricia 05:45 60 second rapid fire 09:00 Elevating design 12:00 What I failed to do 17:30 Communication is the problem 20:30 From guru to guide 24:45 Get rid of the how might we 33:00 HMW alternatives 38:00 Uncenter yourself 41:00 The business to human question 43:45 Final thoughts --- [ LINKS ] --- * triciawang.com * linkedin.com/in/triciawang/ * twitter.com/triciawang * projectinkblot.com/ * onepageonehour.com/ * Ain't Gonna Let Nobody Turn Me Around (book) - https://amzn.to/3sDjoVP * The human insights missing from big data | TED Talk - https://www.youtube.com/watch?v=pk35J2u8KqY --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, March 18, 2021
How to apply game dynamics in service design / Andy Morales / Episode #122
Now be honest with me... What is the first thing you think about when you hear game design? Badges, points, rewards? Gamification? Minecraft? Well, in this weeks episode you're going to hear a completely different story. Together with Andy Morales I explore how game dynamics can be used in the word of service design. It's quite amazing that this topic hasn't been covered on the Show before as there are so many parallels between games and service, really! Andy gives some great examples of how game design can for instance be used to prototype interactions on a small scale before going large. But there's much much more. Yes, as service designers we borrow a lot of tools and methods from other disciples. And after this conversation with Andy I'm 100% convinced that game design should be part of our vocabulary as well. I highly recommend this episode if you're interested in designing better -and more playful- services! --- [ GUIDE ] -— 00:00 Welcome to episode 122 04:45 Who is Andy 05:35 60 second rapid fire 08:00 The journey into game design 12:30 Role of game design in society 17:30 What is the potential of bringing more game design into service design 20:30 An application of game design in a service context 27:00 Open gameplay in services 36:00 Gaining mastery through satisfying loops 43:00 Play is good for business 47:00 Your first step into game design 49:00 The big lessons 52:00 Final thoughts 53:45 Get in touch with Andy --- [ LINKS ] --- - http://andreamoralescoto.com - https://twitter.com/mentapurpura - https://www.linkedin.com/in/andreasmorales/ - https://www.latinxswhodesign.com/people/andrea-andy-morales-coto - https://www.latinasintech.org/spotlight-andy-morales-coto-from-mongodb/ - https://www.projecthorseshoe.com/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, March 04, 2021
How design can lead the conversation / Jim Kalbach / Episode #121
"I didn't sign up to be making wallpaper." That's a quote I can strongly relate to from this conversation with Jim Kalbach. As service designers we want to make a tangible impact on the world around us. For that you need to make sure that your work gets "shipped". If you fail to do that you're often just making wallpaper as Jim said. And the stakes are high because if you fail to ship you run the risk that your contributions will be seen as insignificant or irrelevant. So an important part of doing good service design is following up and making sure your work is actionable for other people. Now how can you do that? What Jim had found is that we are in a very good spot to facilitating meaningful conversations. Often these conversations are the way do drive initiatives forward. After watching this episode you'll walk away with a better understanding of how you can make great design happen. I really enjoyed the chat with Jim. It's filled with practical tips and with entertaining one-liners as you'll hear :) --- [ GUIDE ] -— 00:00 Welcome to episode 121 04:30 Who is Jim 06:00 60 second rapid fire 07:30 Getting design delivered 11:15 Design in a bigger context 14:15 How did we get here 18:45 AHA moments! 24:00 What makes workshops work 29:45 Do pilots 33:15 What are we missing 37:45 Understanding organisational design 40:30 Stop doing this 45:30 The figure 8 is everywhere 47:30 What does success look like 50:30 Naivety about go to market 56:15 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/kalbach/ * https://www.jtbdtoolkit.com/ * https://experiencinginformation.com/about/ * https://rosenfeldmedia.com/books/jobs-to-be-done-book/ * The Statue in the Stone (book) - https://amzn.to/3bX4Zwi * Rise of the Deo (book) - https://amzn.to/382QVQL * Presumptive Design (book) - https://amzn.to/3sMWFGx --- [ SELLING SERVICE DESIGN ] --- Learn how to win the hearts and minds of clients, managers & CEOs, without wearing a suit. https://servicedesignshow.com/selling
Thu, February 18, 2021
The secret power of empathy at work / Emma Jefferies / Episode #120
Have you heard about Workplace Empathy? It’s a powerful movement championed by dr. Emma Jefferies. The idea is that too often we leave ourselves at the (remote) door when we put our professional hats on. This is a recipe for a lot of nasty things like work related stress and burnouts. The antidote to this might be closer than you think. What would happen when you employ the same levels of empathy towards the people you work with as you do towards the end-users in your projects? According to Emma this increases productivity, engagement and overall well-being. But there’s a challenge… Showing empathy means that you need to slow down and listen. Truly listen to the people around you. When you work in an environment where everything is driven by deadlines slowing down requires a lot of courage. In this conversation Emma shares some inspiring stories of how Workplace Empathy has transformed teams and what potential it holds for you. After this episode you’ll know how to take the first steps to get this movement started within your organisations. Even there currently seems little time or acceptance for it! --- [ GUIDE ] --- 00:00 Welcome to episode 120 03:00 Who is Emma 04:00 60 second rapid fire 05:35 It started in Brazil 08:50 Impacting well-being 10:45 Humanizing organisations 14:00 Getting rid of Us and Them 20:45 Finding the space to listen 27:30 The limits of empathy 34:00 The influence of environment 36:00 Which skills matter 41:30 What's next 44:00 Episode summary 44:45 Get in touch with Emma 45:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/emmajefferies/ * http://dremmajefferies.com/ * Design Transitions (book) - https://amzn.to/2N33Rz7 * Black Fatigue (book) - https://amzn.to/2NL1iSj * IBM 3.0 - https://www.ibm.com/blogs/services/2020/09/16/make-human-experience-your-organizational-compass/ * Nonviolent Communication Language (book) - https://amzn.to/3dVgA1B * Compassion based living - https://www.mindfulnessassociation.net/weekly-challenge/compassion-based-living-course/ * https://gestaltcentre.org.uk/course/group-facilitation-programme/ * Servant leadership course - https://www.greenleaf.org/academy/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, February 11, 2021
8 tips on how to be more successful as an in-house service designer
Does your life get easier when you're embedded within an organisation as a service designer? Or do you run into the same challenges as the rest of us? In this special episode of the Show you'll get a unique "behind the scenes" look from 8 in-house service designers who participated in the recent Campfire. Next to this you'll also get some very practical tips on how you can be more successful when working in-house. I think that you'll find these tips helpful even if you're currently not embedded inside an organisation. The doors for the next Campfire have just opened. You can find detail on how to apply on the page below. 👉 https://www.servicedesignshow.com/campfire/ There's space for only 8 participants so if you’re interested don’t wait too long with submitting your application.
Thu, February 04, 2021
How to grow your influence on business decisions as a designer / Ryan Rumsey / Episode #119
Expectations of design. Everyone has them. What it is. How it works. The value it can create. Often these expectations are implicit. This is especially challenging when you’re working with business people who don’t necessarily think like a designer. Of course you believe in the power of design and want to live up it’s promise. So it can get really frustrating when you feel you’re not able to live up to these expectations. You might even start to think that something is wrong with you. The good news is that most likely that’s not the case. Usually the problem is a lack of common language and understanding. In this episode with Ryan Rumsey you’re going to learn how you can close this classic gap between business and design. Metaphorically speaking you need to become a true local in the village of business. Without losing your design soul of course. As you’ll hear in this episode the pay off is high. Get this right and you’ll have a much greater influence on how important decision are made. Allowing you to change organisations for the better. To be honest I really think this is a conversation we need to have more in the design community. --- [ GUIDE ] -— 00:00 Welcome to episode 119 02:45 Who is Ryan 04:10 60 second rapid fire 07:15 How did we get here? 16:15 Where do I start? 20:15 Different expectations 24:00 What can I gain? 29:30 Building partnerships 37:15 Business value of design 47:15 Valuable resources 49:30 There is a lot at stake 54:15 Final conclusion --- [ LINKS ] --- * https://www.linkedin.com/in/ryanrumsey/ * https://www.ryanrumsey.com/about * https://www.secondwavedive.com/book * https://www.ryanrumsey.com/words/the-good-partner-canvas * Small Is Beautiful: Economics as if People Mattered - https://amzn.to/3crYHXA * HBR'S 10 Must Reads: The Essentials - https://store.hbr.org/product/hbr-s-10-must-reads-the-essentials/13292 --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course
Thu, January 21, 2021
Pioneering Service Design in traditional organisations / Iran Narges / Episode #118
A big part of your job as a service designer is to make services easier. Easier to find. Easier to navigate. Easier to use. Why? Because this not only makes the life of your customer easier but also yours. As you know creating services that offer a coherent experience across the board comes with some implications. In order to accomplish this organisations have to work across silos and have adopt a long term perspective. Now imagine that you're just a small service design team in a large traditional organisation. How do you make this happen? How do you even make any meaningful progress? Well that's the theme for this week's episode with Iran Narges. Iran is the service design lead at the city of San Francisco. We talk about how to be successful as a service designer in challenging conditions, including covid. I think you'll be surprised which things make the biggest difference according to Iran. So if find yourself in a siloed organisation that's primarily focussed on short term results I'm sure you'll get some useful insights out of this episode. My goal with the Show is to help you be more impactful by understand what's underneath the surface of service design. And I think this episode is a great example of that. If you're read all the way to here make sure to leave a comment with the hashtag #commitment --- [ GUIDE ] -— 00:00 Welcome to episode 118 03:00 Who is Iran 07:00 Question rapid fire 09:30 Why Service Design in local government 14:30 Bridging the silos 18:30 How do you make progress 26:15 What are the learnings 31:45 Service design in a pandemic 37:15 Which value do you bring 39:30 Reinforcing the fundamentals 43:30 The vision 46:45 Get in touch with Iran 49:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/iran-narges/ * https://digitalservices.sfgov.org/ * https://medium.com/san-francisco-digital-services --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, January 07, 2021
7 powerful metaphors that explain service design / Robert Bau / Episode #117
How can you explain service design in a way that it actually clicks for other people? I know some people have give up on this but I don't think that's a smart strategy. Here's why. The multidisciplinary nature of service design requires you to collaborate with other people. You're not going to design a service on your own... So being able to get the message across about what you do and the value you bring is crucial. You might be wondering what is it that makes explaining service design so challenging? Well, combine two intangible concepts that not a lot of people really understand and you end up with service design. But there's hope! One very effective way to help people understand service design is by tapping into something the other person is already familiar with. How? By using a metaphor. In the past I've explained service design by comparing it things like a jazz band, organisational fitness and the operating system of your computer. There's an endless number of metaphors you can use to get the message across. I've teamed up with Robert Bau to inspire you with a few powerful metaphors that we really like. So if you want to get more people excited about what you do as a service designer, this episode is just what you need! --- [ GUIDE ] -— 00:00 Welcome to episode 117 01:10 Who is Robert 03:00 Why metaphors? 06:15 The Jazz Performance 09:15 The Mountain Guide 18:30 The Soccer Team 23:15 Theatre 37:00 Organisational Fitness 41:45 Being Stuck in the Middle 46:45 The Chef Cook 52:30 What's your favorit 53:30 Final thoughts --- [ LINKS ] --- * Episode 99: https://www.youtube.com/watch?v=D5WNSWdocS4 * https://www.bauinnovationlab.com/blog/bringing-down-the-house-1 * https://www.bauinnovationlab.com/blog/the-mountain-guide-1 --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, December 24, 2020
Exploring design systems for services / Dan Mall / Episode #116
Have you heard about design systems? It's a catchy concept that's been getting quite some attention lately from our friends at the digital UX community. And I think we as a service design community can get a lot of value out of it as well! Here's my simple understanding of a design system... The main idea is that a design system provides you with a standardised set of components and patterns. This standardised set allows you to deliver results more efficiently and with more consistency. In an online environment a component might be a button and a pattern might be the steps in the ordering process. Now I hear you thinking... I don't work with buttons and checkout flows. So how can I as a service designer benefit from a design system? That exactly the question I had as well! Fortunately, good friend of the Show and design systems ninja, Dan Mall was willing to come on and lay it all out for us. --- [ GUIDE ] -— 00:00 Welcome to episode 116 02:05 Who is Dan 03:45 Getting started with design systems 07:30 The use case for design systems 11:00 Where does a design system live 14:30 Design systems for services 18:30 Where to start 26:30 Patterns and components 31:15 Finding the right balance 33:45 Design sytems are culture 36:30 Systems as word 39:00 Who's job is it 41:30 Reasons why design systems don't get adopted 44:30 How to sell a design system 47:00 It's an ongoing journey 49:00 Recommended resources 50:50 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/danmall/ * https://superfriendlydesign.systems/ * https://superfriendlydesign.systems/classes/make-design-systems-people-want-to-use/ * https://bigmedium.com/ideas/boring-design-systems.html * https://shop.smashingmagazine.com/products/design-systems-by-alla-kholmatova * https://abookapart.com/products/expressive-design-systems * Thinking in Systems: A Primer - https://amzn.to/2WITxgx --- [ ENJOYED THE SHOW ] --- Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify --- [ YOUTUBE ] --- Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, December 17, 2020
Service Design Salary Report 2021
How much does a service designer earn? That's what you can find out in the first global service design salary report. The report contains salary data from over 1000 participants across 53 countries. In this podcast exclusive episode you'll hear Linn Vizard and Marc Fonteijn talk about how and why the report came to be. You'll learn about some of the most interesting findings and patterns that emerged from the data. And of course how you can use the report to find the answers to the questions that are most relevant to you! --- [ LINKS ] --- https://www.servicedesignjobs.com/salary-report/ --- [ ENJOYED THE SHOW ] --- Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify --- [ YOUTUBE ] --- Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, December 10, 2020
Deliver projects. Build capabilities. At the same time!?/ Patrick Quattlebaum / Episode #115
Is it possible? Can you win a game of checkers while playing chess at the same time? What on earth do you mean Marc? Okay, let me rephrase the question. Can you deliver short term results through service design projects while at the same time helping your client to build the capabilities that will benefit them in the long term? I do strongly belief that you have to bring service design in-house. Otherwise you will get stuck at running superficial projects that don't really change the system. An external agency might be the fire starter at first but eventually the design and delivery of great services needs to be a core competence of every company. I know what you're thinking. Learning service design on the job through projects is a great idea in theory. In practice its a lot easier said then done though. For one, you will have to deal with the middle layer of the organisation which in most situations has quite a short term mindset. So when you advocate to build internal capabilities that will benefit the organisation in the long term there's a conflict of interests. But as I mentioned I don't think we really have a choice. We have to find a way to get this done. Someone who has been trying to solve this wicked design challenge for a long time is Patrick Quattlebaum. Together with his team at Harmonic design Patrick helps organisations to design great services, while at the same time helping them to adopt the service design way of working. This episode of the Show is packed with valuable lessons from someone who has been on the front line for a long time. So if part of your job is to help (internal) clients build service design capabilities... the insights you get from this episode will make your life a lot easier. --- [ GUIDE ] -— 00:00 Welcome to episode 115 04:15 Who is Patrick 05:00 60 second rapid fire 09:15 Why is building capabilities important? 12:30 Going into the operating model 16:00 Service and capabilities outcomes 18:15 Where do I start? 24:45 Can you teach this? 29:00 Demonstrating value 34:30 Can you be strategic and practical 40:15 Change hurts 46:00 Navigating the middle 48:30 Give it away 53:30 Practical advice 59:45 Set up for success 1:03:00 Get in touch with Patrick 1:03:45 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/ptquattlebaum/ * https://twitter.com/ptquattlebaum * https://www.thisisharmonic.com/ Books * Orchestrating Experiences - https://amzn.to/37RpOrf * The Searcher - https://amzn.to/3m8eqwh * The Trusted Advisor - https://amzn.to/2VUjQ3h --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, co
Thu, November 26, 2020
How to get design in to the boardroom / Homaxi Irani / Episode #114
Here's a challenge I think you'll recognize... How do you move design up the maturity ladder in an organisation? Back in the day when I would get called in for a project I knew the client wouldn't get a lot of value out of the design approach when we would just apply it on the superficial layers of a service. No surprise here. To have any meaningful impact on business and customers we needed to use design from strategy to implementation. The truth is that I often got quite frustrated about this process. Many clients weren't ready for this. And navigating through the organisational layers and the internal politics isn't what I signed up for (or at least I thought). But I also didn't want to get stuck doing work on the margins. Especially when you know which value you can contribute. This seems to be a common channel for many service designers out there. If this sounds familiar than this week's episode is just for you! I sat down with Homaxi Irani to discuss what you can do to successfully grow the influence of and appreciation for design within an organisation. Usually the conversations about this topic tend to stay quite abstract and high level. But as you'll hear Homaxi shares some very practical advice on things you can do tomorrow. So if you want to take design to the next level within your organisation make sure you don't miss this episode. --- [ GUIDE ] -— 00:00 Welcome to episode 114 02:40 Who is Homaxi 03:20 60 second rapid fire question round 05:30 Bringing design in to the broardroom 08:00 Why should we want to bring design into the boardroom 17:30 How to gain more influence 24:00 What is the secret sauce 28:30 Navigating the middle management swamp 34:00 Showcasing the value of design 42:00 Is design a risk? 50:00 How to move forward 59:00 The power of pragmatism 1:02:30 Get in touch with Homaxi 1:03:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/homaxi/ * Battle Scars by Dinaaz Lentin (book) - https://amzn.to/3fq5mkw * Religion for Atheists by Alain de Botton (book) - https://amzn.to/35ZyUCv --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, November 19, 2020
How to be an in-house service designer without going crazy
As an in-house service designer you see so much potential to do good but often it feels like organisation is working against you. Preventing you to do the job you were hired for in the first place. You want to ask for objective advice, get someone's opinion or just share your frustration for a moment. But in many cases all the weight falls on your shoulders. You're the expert that everyone is looking up to. So what do you do? You join a campfire group of course. A what?! A campfire brings in-house service designers from different organisations together to help them grow as professionals. I've invited 5 people who are are part of such a campfire group to share their stories with you. In this episode they openly talk about challenges they face and also their tips on how to successfully navigate around them. Even if you're not working in-house I'm sure you'll get a lot of insights out of these stories! The registration for the next campfire group has just opened. So if you’d also like to be part of a supporting community and grow as a professional consider joining. You can find detail on how to apply on the page below https://www.servicedesignshow.com/campfire/ There's space for only 8 participants so if you’re interested don’t wait too long with submitting your application.
Thu, November 12, 2020
How to design services that always fit the context? / Priyam Sharda / Episode #113
Most service designers will say that their goal is to design solutions that have a natural fit in people's lives. Because those are the solutions that will be embraced by the users and thus make the impact we're seeking to create. One challenge you probably already have faced is that as a service designer you always come in as an outsider. Usually at the start of a project you know very little about the local context, culture or environment. Even if you're designing something which is close by like a service for the internal department next door. So designing a solution that fits is not easy. Of course doing good design research helps. But that's not enough. You need something else to make sure your solution fits into the context. In this episode Priyam Sharda shares what that is. I invite you to listen to the stories Priyam shares and think about how the lessons translate to your world. Think you'll be surprised how many parallels you'll be able to find. --- [ GUIDE ] -— 00:00 Welcome to episode 113 02:10 Who is Priyam 03:10 60 second rapid fire 05:30 Designing better health care 09:00 Partnerships are the secret 15:00 Challenging the narrative 18:00 The response to design 20:30 Enabling the enablers 26:00 Scaling services 33:15 Be part of the transformation 36:30 Just do what works 43:15 Redefining results 47:00 Get in touch with Priyam 47:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/priyamsharda/ * https://scopeimpact.fi/ * https://www.theoryofchange.org/what-is-theory-of-change/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, October 29, 2020
Simple solutions with major impact / Gonzalo & Phearak / Episode #112
Okay, here’s a thought experiment. Let’s move away for a moment from thinking about designing the next service that’s delivered through a fancy mobile app… What if you had to design service that literally help to save children's lives? And you have to do it in a low tech environment with very limited resources. While at the same time managing traditional stakeholders with their own perspective on the desired solution. Sounds impossible? Well that’s what Gonzalo Rodion and Phearak Mak are up against every day. In this episode you’ll learn how they do it. How they successfully design solutions that are embraced by the end users in this challenging context. I know that at first this might sound like a very distant world from your reality. Especially if you’re in a corporate environment. But trust me at the end of the episode you’ll be surprised by just how many similarities there are. If anything the stories Gonzalo and Phearak share helped me to get out of the design bubble we sometimes tend to get caught in. --- [ GUIDE ] -— 00:00 Welcome to episode 112 02:00 Who are Gonzalo & Phearak 04:00 What is IDE 05:45 60 seconds question rapid fire 08:30 The Innovation Lab 11:00 The challenges around social innovation 14:30 Designing social behaviour change 27:00 Obvious solutions 29:15 Finding the real problem 40:20 Making a meaningful impact 43:15 The lessons learned 46:00 Showing the value 49:20 Get in touch with Gonzalo & Phearak 50:50 Final thoughts --- [ LINKS ] --- * https://www.instagram.com/ideinnovationlab/ * https://www.facebook.com/ideinnovationlab * http://linkedin.com/company/ideinnovationlab * https://www.linkedin.com/in/gonzalo-rodino/ * https://www.linkedin.com/in/phearak-maksay-7a073b87/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, October 15, 2020
Getting people to embrace the design approach / Angela Obias-Tuban / Episode #111
Embedding design in an organisation isn't easy. Especially if that organisation is quite traditional, heavily regulated and not very open to change. But the guest in this episode still found a way to do that. The secret to success? Take people by the hand and gently guide them through the process in small steps. This might sound obvious but we tend to forget that the things that come natural to us feel very distant to others. But giving too much guidance means that people won't take ownership of the process. Give too little guidance and you'll lose people along the way. In this episode we're going to explore how you can find that perfect balance. After listening you will be better equipped to facilitate the transition to a more designerly way of working. Even when your organisation is traditional, heavily regulated or not open to change. --- [ GUIDE ] -— 00:00 Welcome to episode 111 02:10 Who is Angela 03:00 60 second rapid fire 05:40 The need for better services 12:25 This is holding us back 19:10 Helping people cross the chasm 32:10 Give guidance 37:40 Training your design muscle 45:00 Biggest advice 48:00 Get in touch with Angela 49:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/angelaobias/ * https://www.twitter.com/yellowicepick * https://www.facebook.com/uxresearchfilipina/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, October 01, 2020
The organisation is just another design problem / Peter Merholz / Episode #110
I'm deeply fascinated with the topic of organisational design. Why? I've often said that the organisation is the design material of service designers. Our job really is about shaping the environment from which great services can be delivered. The guest in this weeks episode (Peter Merholz) even wrote an entire book about it titled: Org Design for Design Orgs. Now I know what you're thinking... "The people around me haven't even grasped the concept of service design. And now you want me to start telling them about organisational design? Give me a break!" I totally get it. But there's a very simple reason why it's designers who need to and are driving this. I'll give you a clue. The answer lies in the shift that happens when you move from value creation through products to value creation through services. I promise that after watching the episode it will make complete sense why you need to be thinking about organisational design as well. And how that makes your work easier, not harder! At the end of the episode we're doing a contest where you can win a signed copy of Peter's book. So make sure you don't miss that! --- [ GUIDE ] -— 00:00 Welcome to episode 110 02:30 Who is Peter 03:30 60 second rapid fire 06:20 When did the journey start 11:50 How Adaptive Path started 16:00 Going in-house to Groupon 21:00 Making the design happen 27:30 The role of design leadership 33:30 Why designer needs to drive this change 36:00 Every business is a service business 40:40 Revisiting org design for design orgs 46:00 The wave of Customer Experience 48:15 Don't be a service design purist 50:15 Book give away contest 51:00 Get in touch with Peter 52:00 Final thoughts --- [ LINKS ] --- * https://www.peterme.com/ * https://www.petermerholz.com/ * https://twitter.com/peterme * https://www.linkedin.com/in/petermerholz/ --- [ BOOKS ] --- Org Design for Design Orgs * https://amzn.to/3igFB67 Information Anxiety * https://amzn.to/3kT5kD8 The Design of Everyday Thing * https://amzn.to/2Gr5Zg3 --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, September 24, 2020
Finding success as an in-house service designer
The challenges in-house service designers face are quite unique. In this episode you'll hear the stories from Karri, Jacquelyn and Rachel. All of them work in-house and are championing this field within their organisations. What also connects Karri, Jacquelyn and Rachel is that the participated in the campfire sessions that took place in the summer of 2020. The campfire is a safe place where in-house service designers can listen, share and connect with fellow practitioners. Next to talking about the challenges they face Karri, Jacquelyn and Rachel will also give you some practical advice on how to be more successful as an in-house service designer. I feel that you'll learn a lot from the stories in this episode. Even if you're not working in-house (yet). If you're inspired by this episode inspires and think about joining the next campfire group head over to... https://servicedesignshow.com/campfire
Thu, September 17, 2020
Redesigning the design team / Lauren Serota / Episode #109
What is ultimate goal of service design? One could say that it's about making a positive impact on people, business and the planet. If this is the case then you'll need to make sure that the solutions you design actually get into the world. Design isn't just a research practice. It's a practice where creation and delivery is equally important. But often the challenges you face as a service designer are too big to be solved through design alone. You need a team! So what kind of team exactly is the most effective one at succesfully "shipping" services? Well, that's what this episode of the Show is about where I'm joined by Lauren Serota. In her last role as the head of service design at a major bank in Myanmar Lauren worked on developing and delivering microfinances services. We talk about Laurens experience forming a team that was able to succesfully pull this off and the lessons she took away from that. I feel that if you're facing challenges which are too big to be solved through design alone... You'll definitely find the stories Lauren helpful! --- [ GUIDE ] -— 00:00 Welcome to episode 109 02:20 Who is Lauren 03:00 60 second rapid fire 05:50 How your choices influence the world 07:25 Designing the breakdown points 09:20 The risks for design 13:00 Dealing with the God complex 14:40 The role of customer experience 18:30 Designing banking for the majority 21:35 Involving the organisation 25:00 The most convicing argument 26:15 Overcoming the biggest hurdle 28:50 Running organisations on spreadsheets 29:50 Creating artifacts that inspire change 33:20 What made it work 36:20 Clarity around the objective 37:50 What value are you adding 38:50 Evaluating success 41:10 Who are the best designers 43:20 The moral of the story 45:00 Recommended resources 45:45 Get in touch with Lauren 46:15 Final thoughts --- [ LINKS ] --- * twitter.com/serota * linkedin.com/in/serota/ * goodreads.com/book/show/39863330-broken-stars * www.instagram.com/serota/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify --- [ YOUTUBE ] --- Every episode of the Service Design Show (and more) is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn how to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, September 03, 2020
What makes service design work / Ben Reason / Episode #108
Your work as a service designer is not just about successfully finishing a single project. The goal is to contribute to long lasting change and influence the way of thinking within organisations. Ben Reason makes the argument in this episode that "service design makes things more humane". If this is the case it's far too important to be driven you all the time. So there is a lot at stake to change organisations through your work. Otherwise an organisation will quickly revert to their old ways of working once you're going. But as you've probably experienced, creating long lasting change is not an easy task by any means. On your journey you have to deal with a lot of organisational legacy which is fighting against this new approach called service design. What this means is that as a modern service designer you need to be playing chess on 3 boards at the same time! Just focussing on successfully delivering a project isn't enough anymore. In this episode you're going to learn from Ben Reason what these 3 chess boards of service design are. --- [ GUIDE ] -— 00:00 Welcome to episode 108 02:35 Who is Ben Reason 02:55 60 second rapid fire 05:15 How do you bring service design into organisations 09:05 Making things more humane 10:30 Tackling scary challenges 11:55 What is keeping us back 14:15 A rollercoaster ride 19:50 The real challenge in service design 22:25 The legacy of design 25:25 When things don't work out 27:55 Know what you're getting into 29:40 You need a mix of 3 things 32:40 Training clients on the job 36:20 Changes in service design 40:20 What if enterprise software was more like service design 41:10 The qualities of service design 42:10 Sustainability and service design 44:40 Get in touch with Ben 45:55 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/breasy/ * https://twitter.com/breasy * https://www.liveworkstudio.com/ * https://www.liveworkstudio.com/articles/designing-in-the-anthropocene/ * Braiding Sweetgrass (book) - https://amzn.to/3jzX1vm --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, August 20, 2020
How to put a price on service design / Dan Mall / Episode #107
When it comes to putting a price tag on service design many people struggle. It can be hard to articulate the value that you create through your work. Therefor many service designers just avoid the topic in general. What if you would treat the pricing of service design as a design challenge in itself where the goal is to come up with a solution where all parties benefit? The conversation about value, price and money becomes much less uncomfortable! In this episode. Dan Mall explains how you can do that through an approached called value based pricing. The things you're going to learn in this episode will not only help you to charge more for your work while at the same time delivering more value for your clients. --- [ GUIDE ] -— 00:00 Welcome to episode 107 01:40 Who is Dan 03:20 60 second rapid fire 05:40 Why talking about value matters 08:30 Feeling valued 09:30 The stigma around business 11:00 Object value pricing 13:15 The basis of value pricing 15:00 Creating alignment around a goal 18:10 What is important to you 19:10 The dangerous separation between business and design 21:00 Challenger sales 24:10 Setting a benchmark 27:00 Prototyping with numbers 29:45 Giving guarantees 31:40 Pricing experiments 35:20 When do you start charging 38:00 Do this in every sales conversation 40:45 Look for win-wins 42:30 Recommended resources 43:30 Get in touch with Dan 43:55 Final thoughts --- [ LINKS ] --- * http://danmall.me/ * https://twitter.com/danmall * https://www.linkedin.com/in/danmall/ * https://superfriendlydesign.systems/ * https://www.relay.fm/presentable/59 * https://jonathanstark.com/ --- [ BOOKS ] --- * https://abookapart.com/products/pricing-design * https://www.winwithoutpitching.com/pricing-creativity/ * Implementing Value Pricing - https://amzn.to/3amGurq * The Challenger Sale - https://amzn.to/2Dy35W4 * Shark Tales - https://amzn.to/2XRkLmd --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, August 06, 2020
Redesign systems to address complex challenges / Penny Hagen / Episode #106
As a customer you've probably already experienced that most services don't fail because of bad intentions. Often services fail because they run on top of systems that don't support a different outcome. The classics "The computer says..." statement is just one of the many example. This isn't just a major frustration for us as ordinary customers but also for us as professionals trying to make things better. Let me ask you a question: How often have you been in a project where you had the mandate and budget to address these deeper systemic issues To my experience this almost never happens. So we keep working on projects with a limited scope that only have a chance of delivering a temporary fix at best. If you really want to address the bigger challenges in our organisations (and society) you have to shift your thinking from programs and projects to a more systemic mindset. You need to work on changing the underlaying and supporting structures. Which is by no means is an easy thing to do. Someone who has been pioneering this field for the last decade is Penny Hagen. In this weeks episode Penny shares the lessons she learned around: How to budget for systemic change? How to measure progress? And how to keep people motivated when they don't see tangible change right away? I feel that this episode is especially valuable if your work currently has narrow scope and you feel like you're not getting the opportunity to address the root causes of challenges. After listening the conversation with Penny you'll definitely have some ideas about how you can start making impact on a more fundamental level through your work. --- [ GUIDE ] -— 00:00 Welcome to episode 106 02:45 Who is Penny 04:20 60 second question round 06:40 Adopting a more systemic and holistic view 12:50 Are we brave enough? 14:20 What we track is what we value 17:30 Helping people to see the value of our work 26:00 Showing results on different levels 30:45 We have to look inward for solutions 38:10 Don't keep it open 43:05 Did you make change 44:20 Nothing is out of scope 47:50 Scaling isn't about the what 50:20 Ways of working for complex challenges 52:50 Get in touch with Penny 53:35 Final thoughts --- [ LINKS ] --- * http://twitter.com/pennyhagen * https://twitter.com/codesignlab_akl * https://www.linkedin.com/in/pennyhagen/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, July 23, 2020
Overcoming the biggest fear in design / Natalia Agudelo / Episode #105
Taking risks is an inherit part of design. Trying things you haven't done before. Doing experiments. Exploring uncharted territory. It's exactly these things that give us fulfilment and that we're frankly just very good at. But doing this type of work has its price. And that price can be high. When you're in the business of putting new things into the world you never know what the response will be. The response might be praise but it also might be total rejection. We just don't know until it's out in the open. And here lies a major problem... Many designers tend to identify themselves with the things they design. Which means that they take any type of response as an judgement about them rather than about the thing that you've put into the world. This causes completely unnecessary stress, anxiety and mental suffering. And ultimately prevents you from giving everything you've got to the world. Is there a solution? Yes, there is. You have to find a way to be critical about your work while being compassionate for yourself at the same time. In this episode Natalia Agudelo shares how she is trying break free from the struggles of identifying herself with her work. The good news is that there are practical things you can do to adopt this mindset. It's a skill you can practice. If you want to be a happier designer and deliver better work Natalia's story might provide you with some valuable insights on how to get there. --- [ GUIDE ] --- 00:00 Welcome to episode 105 01:40 Who is Natalia 05:00 Taking things as they are 06:40 Unnecessary stress 10:00 Addressing the lack of awareness 13:00 Be critical and compassionate 16:40 Separate yourself from the design process 19:15 Think about how you think 23:00 Develop your internal voice 25:00 The grass is greener where you water it 28:40 How can I open up 34:00 Practice kindness 36:00 Be more present 36:45 Recommended resources 38:25 Get in touch with Natalia 38:45 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/nataliaagudelo/ * https://www.goodreads.com/book/show/8695.The_Restaurant_at_the_End_of_the_Universe --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, July 09, 2020
The service design renaissance / Jonathan Kalinowski / Episode #104
Innovation has a long heritage. There are many proven innovation methods which have been around for decades. Methods like Quality Function Deployment which was developed in 1966 and already promoted a user centered approach. If you like just look it up on Wikipedia. The benefits of these innovation methods are crystal clear. They have a track record of delivering reliable results in certain situation. Strangely these proven innovation methods haven't made it into the practice of service design, yet. Why is that? That's what you'll learn in this episode where Jonathan Kalinowski and I dig into this question. So if you're looking for ways to add more rigour and credibility to your work then this episode is just for you! --- [ GUIDE ] --- 00:00 Welcome to episode 104 01:54 Who is Jonathan 04:40 Facilitating desired outcomes 11:00 There is an accountability problem 14:20 We need to learn from our heritage 19:45 The importance of rigour 26:55 Leveraging the Jobs To Be Done framework 39:20 Focus on desired outcomes 42:20 How can we build better relationships 49:40 Get in touch with Jonathan 50:30 Finale --- [ LINKS ] --- * https://www.linkedin.com/in/kalinowskijonathan/ * https://hbr.org/1988/05/the-house-of-quality * https://en.wikipedia.org/wiki/Quality_function_deployment * https://strategyn.com/jobs-to-be-done/customer-centered-innovation-map/ * https://www.instagram.com/design.for.service/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course --- Send in a voice message: https://podcasters.spotify.com/pod/show/servicedesignshow/message
Thu, June 25, 2020
How bridge the gap between strategy and design / Leon Hovanesian / Episode #103
In order to make real impact on customers and business you need to have influence on the strategy of an organisation. The truth is that strategy isn't necessarily associated with the practice of design. So once you do start working on strategy it's very easy to get sucked into the traditional corporate culture and mindset. You'll tend drift away from the core values of design. An important part of your job already is figuring out what the right thing is to do. So not getting involved with strategy isn't an option. Unless of course you're okay with letting others do the thinking and just focus on execution. So how do you fully embrace strategic thinking without losing the thing that makes design so valuable? In this episode Leon Hovanesian shares the lessons he learned on his journey. You'll learn what it means to form and express a new identity. How to create bridges between disciplines. And why actions speak so much louder than words. This is a great episode if you want to have more influence on business as a designer while staying true to our field. --- [ GUIDE ] --- 00:00 Welcome to episode 103 01:54 The interview 03:00 Who is Leon? 04:36 The balance between strategy and design 08:26 Ignoring strategy isn't an option 12:50 Jumping from design to strategy 14:30 Make it tangible and real 20:20 How do you get out 28:55 Show me what you do 33:40 Keep it simple 36:30 When will business become design 40:05 Get in touch 41:20 Closing words --- [ LINKS ] --- * https://www.linkedin.com/in/leon-design-innovation/ * https://doblin.com/ * https://medium.com/chicago-business-designers * Book: Good Strategy Bad Strategy - https://amzn.to/2Cz5uPh --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, June 11, 2020
How to balance leadership and facilitation / Linda Pulik / Episode #102
There's no doubt that your service design skills are needed more than ever these days. Many pressing (social) challenges have emerged over the last months. Challenges that just scream for a design approach. The big question though is what's the most effective application of design in this context? Rushing in with our tools and methods isn't the best way to contribute to sustainable solutions. In this episode Linda Pulik shares here experience with designing solutions for the social sector. One of the key success factors seems to be that you have to find the perfect balance between being a design leader and a design facilitator. How to find that balance is center to the conversation in this episode. In this episode you'll also learn what rise and fall of #DesignThinking means for the design community. There are many signs that design thinking has become a victim of it's own succes. So the question becomes what's next? We as a design community need to look in the mirror and rethink the value we're delivering. --- [ GUIDE ] --- 01:45 Who is Linda? 03:00 The first encounter with Service Design. 05:00 What if people who could make an impact in this epidemic would listen to real experts? 14:30 How far should designers insert themselves into the social sector? 23:30 How much design thinking is too much? 31:30 Big question: what has been the most unexpected application of your design expertise? --- [ LINKS ] --- * https://www.linkedin.com/in/lindapulik/ * https://www.creativereactionlab.com/webinar-series * https://www.talenthouse.com/i/united-nations-global-call-out-to-creatives-help-stop-the-spread-of-covid-19 --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, May 28, 2020
How systemic thinking helps to design better solutions / Tristan Schultz / Episode #101
Imagine for a moment that you're playing a board game. A game that requires some strategic thinking. Let's go for one of my favorites: the settlers of Catan. After having played that game a few times you pretty quickly understand how to play in order to win. So it's time to make things a bit more interesting. Let's add some expansion sets to the game (Catan has 4). Whoah, now with these expansions you suddenly have a ton more options to find a winning strategy. Yes, the game becomes more complex but also more rewarding. But what if you weren't playing Catan... What if you were designing solutions for the challenges we face these days? Wouldn't it be great if you also had expansion sets that gave you more options to come up with winning solutions? Well as it turns out service design does have an expansion set and it's called systems thinking. In this episode of the Show Tristan Schultz shares how systems thinking helps you to break free from our limiting over rationalised view of the world. And in that way opens up pathways to solutions which were never on your radar before. I learned a lot from this chat with Tristan and I'm really curious what your biggest takeaway will be! Share smile and keep making a positive impact :) --- [ GUIDE ] --- 03:45 The first encounter with Service Design. 05:50 When will service design move towards a systemic view of life? 16:35 How can we harvest the power of indigenous knowledge? 29:10 What if universal design just doesn’t exist? 38:05 Big question: What are you creating and what are you destroying? --- [ LINKS ] --- * https://www.linkedin.com/in/tristanschultz/ * https://relativecreative.com.au/ * https://www.servdes2020.org/ * https://www.systemicdesigntoolkit.org/ * https://www.amazon.com/Systems-View-Life-Unifying-Vision/dp/1316616436 * https://www.amazon.com/Universal-Design-Creating-Inclusive-Environments/dp/0470399139 * https://www.amazon.com/Designs-Pluriverse-Interdependence-Ecologies-Twenty-First/dp/0822371057 --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, May 14, 2020
Everything you wanted to know / Marc Fonteijn / Episode #100
What do you learn from talking to 99 service design leaders over a course of 4 years? Find out in this 100th episode of the Show! I invited you, the Service Design Show community to send in your questions. And you did. From all over the world! So in this episode I’ll be answering your questions about service design, about the Show and even some questions about me. You’ll also learn about the change that’s going to happen on the Show in the coming weeks. Because after 4 years it’s also time for the Show to go through an iteration. Finally I’d love to know what the biggest challenge is that you face which is holding you back right now as a service designers? Leave a comment or send me a message on LinkedIn! Remember. Every. Share. Counts. :) --- [ GUIDE ] --- * 01:20 - How has service designed transformed your life personally? * 02:52 - What to expect from the Show in the near future? * 05:11 - What problems do NOT suit service design as an approach to solve them? * 07:00 - What are the not yets of service design? * 08:05 - Can service design projects be done entirely online? * 12:27 - What is the biggest change regarding service design you have seen in de last 4 years? * 14:35 - How can users become better service consumers? * 16:18 - Did you have a revelation, that was so radical, that you could never go 'back to the previous state of mind'? * 18:17 - What have you learnt from chatting with service designers from all around the world? * 20:29 - What is the thing we don’t know about you? * 23:16 - Regarding service design and CX, who's the father and who's the son? * 24:46 - Was it worth it? * 27:07 - What challenges are you facing that we can help you with? --- [ LINKS ] --- * https://www.linkedin.com/in/marcfonteijn/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, April 30, 2020
The 7 roles of a service designer / Robert Bau / Episode #99
How can you successfully drive, facilitate and guide change as a service designer? It helps when you're aware of the type of change process you're involved in. Your classic top down change process requires a significantly different approach than a bottom up crowd driven movement. In this episode Robert Bau talks about the 4 main change processes in an organisation and how service designers relate to them. Over the years Robert has identified 7 key roles a service designer can play. When you map these roles onto the different changes process a clear picture emerges that helps you to understand on which activities and skills you need to focus. The last topic in this episode is employee experience. And specifically how employee experience is the new frontier for service design. More and more organisations start to see that in order to deliver a great customer experience they also need to provide a great employee experience. Robert explains how you as a service designer can help to shape these employee experiences. This is an extended episode as we wanted to go in-depth so I hope you can appreciate it :) Know someone who might be interested in what we've discussed? Share this episode with them! That way you'll help to grow the Service Design Show community and help me to invite more inspiring guests like Robert. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 06:30 - The first encounter with Service Design. 08:10 - Who is the service designer? 16:05 - What if service designers got involved in changes processes? 33:40 - Why employee experience? 47:10 - Big question: What is the role of service design in change? --- [ LINKS ] --- * https://www.linkedin.com/in/robertbau/ * Toucpoint Magazine: Service Design and Change Management https://www.service-design-network.org/touchpoint/vol-11-no-3-service-design-and-change-management --- [ PRESENTATION ] --- You can download the slides Robert refers to in this episode using the link below. * https://go.servicedesignshow.com/e99_slides --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, April 16, 2020
Who can say no to good design? / Yoko Akama / Episode #98
The dominant form of design privileges certain, often western oriented norms and values. This has big ethical implications and a direct impact on the people we are designing for. In this episode Yoko Akama shares her thoughts about how we can embrace diversity and make service design a more inclusive practice. It's a healthy and important conversation we need to have as a community. The topic of ethics within (service) design falls into a larger discussion about the future of our field. Yoko poses the question how we can rise above our individual interests and shape the future of our practice as a collective. At the end of the episode you'll learn more about the ServDes 2020 conference. Yoko is the co-chair for that event and she explains how you can become part of it. If you know someone who might be interested in what we've discussed please share this episode with them. That way you'll help to grow the service design show community and help me to invite more inspiring guests like Majid. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 03:40 - The first encounter with Service Design. 05:25 - Why ethics? 16:00 - How can design accommodate diversity? 26:20 - What if we would shape service design as a collective? 37:30 - ServDes2020.org: Tensions, Paradoxes + Plurality --- [ LINKS ] --- * https://www.linkedin.com/in/yoko-akama-a554612/ * https://www.servdes2020.org/ * http://servicedesign.net.au/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, April 02, 2020
What is a service at it’s core? / Majid Iqbal / Episode #97
What is a service? No really, what is it? As you might imagine it's quite an instrumental question a service designer. But as it turns out, surprising little knowledge about services is embedded in our practice. So in this episode Majid Iqbal talks about service design from the service rather than from the design perspective. We often feel that service design is a strategic practice. Majid has a different take on that. So we talk about how strategy translates into services. And how designers can become strategists. One of the big challenges in our field is to get people in a project aligned around a desired outcome. The holistic nature of services requires that. Majid shares a methodology called the strategic narrative that helps to do this. Finally at the end of the episode there's a book give contest where you can win a signed copy of Majids book. Check the detail below. If you know someone who might be interested in what we've discussed please share this episode with them. That way you'll help to grow the service design show community and help me to invite more inspiring guests like Majid. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 05:15 - The first encounter with Service Design. 08:40 - What if designers were strategist? 16:25 - How can we bring everybody on the same page? 24:15 - How does strategy translate into services? 35:15 - Big question: How could we make a fundamental leap? 37:15 - Book giveaway! --- [ GIVEAWAY ] --- We're giving away a signed copy of Majids books! To participate in the contest head over to this episode on YouTube and leave a comment there where you have to name 3 movie references that are in the book. So you have to find someone who has a copy of the book first ;) The contest closes on April 16th 2020 11:59pm (CEST) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner. --- [ LINKS ] --- * linkedin.com/in/mxiqbal/ * twitter.com/mxiqbal * https://implementing.design/about/majid-iqbal/ * https://medium.com/@mxiqbal The book * https://www.bispublishers.com/thinking-in-services.html * https://www.amazon.com/Thinking-Services-Encoding-Expressing-Strategy/dp/906369489X/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, March 19, 2020
A lean(er) service design approach / Lincoln Neiger / Episode #96
Have you been following the classic design process in most your projects? Moving from research to insights and from opportunities to prototypes. Well you're not alone because most service designers do. It's the process that has been described in many books over the years and become the de facto approach. But what if this isn't the most efficient way to design good services? What if you could tweak the design process so that you get better results in less time? Would you be interested in that? Perfect! Because the guest in this episode - Lincoln Neiger - shares how he has reshuffled the design process with great success. One of the things you'll learn is why it might be smart to start with prototyping rather than design research in your projects! Imagine that :) Have you ever heard of Service Design Gifts? Well neither did I prior to this episode. But as it appears these "gifts" are a very effective (and fun) way to create buy-in. Kindness as a design strategy. That's the final topic in this episode. Lincoln shares how he's been spreading kindness throughout his project and how that has impacted the outcomes of his work. Spoiler alert: it's super inspiring! If you know someone who might be interested in what we've discussed please share this episode with them. That way you'll help to grow the service design show community and help me to invite more inspiring guests like Lincoln. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 04:45 - The first encounter with Service Design. 08:30 - What if service designers kept design simple 14:50 - How can we spread kindness and excitement about design 22:20 - When will we make the design process more efficient 32:50 - Big question: How do we design pro-actively? --- [ LINKS ] --- * https://www.linkedin.com/in/lincolnneiger/ * https://twitter.com/pragmasmic --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, March 05, 2020
Designing with the invisible glue that holds us together / Josina Vink / Episode #95
If the service you've designed goes against the existing socials structures it's bound to fail. That's why it's essential that from the very first moment you're aware of these social structures and use them in your design process. But how you might wonder... Josina Vink has done a lot of research on this topic and in this episode she shares her most important learnings. One of the reasons social structures are so important in service design is that they dictate interactions between people. Organisations are, for a large part, made up of social structures. Explicit but mostly implicit ones. If you can understand these structures and shape them you're basically designing the way an organisation operates. Which is really powerful if you want to turn ideas into reality! In service design we pride ourselves that we're always thinking about the user. But we rarely if ever design for the user as part of a larger collective. A collective like a family or a sports team. Which is quite strange if you think about it. A user, including you and me, are always part of larger social groups. When we encounter services that are be good for us but fail to align with the needs of other people in the group, these services will not be as effective as the can be. So when you're designing services it helps to at least be aware of the principles you need to take into account from the perspective of the collective. The final question we address in this episode is: Can you really design a service? Or can you just design the context for the service? And if that's the case who is the one designing? If you enjoyed this episode don't forget to share it with fellow practitioners who might find it helpful as well. That way you'll help to grow the community and help me to invite more inspiring guests like Josina. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 03:10 - The first encounter with Service Design. 05:20 - How can we become aware of social structures and intentionally shape them in our service design process? 13:00 - Why aren’t we already considering collectives in design? 20:15 - Who is designing? 28:00 - Big question: how can we get everyone more literate in design? --- [ LINKS ] --- * https://www.twitter.com/josinavink * https://www.linkedin.com/in/josinavink/ * https://www.researchgate.net/profile/Josina_Vink * https://en.wikipedia.org/wiki/Patch_Adams_(film) * SDGC 19 | Dr. Josina Vink: In/Visible - Shaping Hidden Social Structures Through Service Design / https://www.youtube.com/watch?v=JCfK03drxbA --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. htt
Thu, February 20, 2020
How much empathy is enough? / Maike Klip / Episode #94
Empathy, understanding and compassion. These words are not commonly used in many large organisations. But why? That's what we're going to find out. Our guest in this episode, Maike Klip, has embarked on an inspiring research project to learn what it means to be a compassionate civil servant. As an employeed of the Dutch Government herself Maike recognized the stories about organisations not having enough empathy for the people they serve. So she got curious and wanted to understand how much empathy is enough? And if we're lacking empathy why is that? And maybe even question if we really want organisations to show more empathy... because empathy has it's flaws. If you're sometimes frustrated with the lack of empathy from organisations this episode holds some valuable insights about the dynamics that are at play here. And if you want to open up the conversation about empathy in your own organisation, Maike's design research method will definitely be a great addition to your toolbox. If you enjoyed this episode don't forget to share ir with fellow practitioners who might find it helpful as well. That way you'll help to grow the community and help me to invite more inspiring guests like Maike. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 03:55 - The first encounter with Service Design. 05:35 - How much understanding do you need as an organisation? 13:55 - How can we have responsibility? 20:55 - What if we have an open conversation? 30:30 - Big question: How do you involve people in the design process? --- [ LINKS ] --- * www.linkedin.com/in/maikeveltman/ * www.klipklaar.nl * www.debegripvolleambtenaar.nl * 2020.govservicedesign.net --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, February 06, 2020
Design 101 for CEOs and business leaders / Audrey Crane / Episode #93
What do CEOs need to know about design? This was the question Audrey Crane tried to answer in her latest book which carries exactly that title. Make sure you stick around till the end of the episode because there's a little surprise... Sometimes it might seem that design is already a well established practice and field for most organisations out there. But the reality is that it's far from. There are still (many) business leaders out there who don't have a clue what design is and more importantly how they can use it to build better companies. So in this episode Audrey shares some of hers most successful strategies and tactics to convey the value of design. You're also going to learn about the common mistakes people make with regards to design. Hello unicorn designer anyone? And of course what you can do to avoid these mistakes. Finally Audrey poses the question how we can spread design beyond our small community? What's needed to break out of our design bubble? We would love to hear your thoughts in the comments! At the very end of the episode there's a little book giveaway contest. Signed copy! I hope you'll find this episode helpful as this is a really important topic that need to address in our community. And don't forget to share this episode with fellow practitioners! That way you'll help to grow the community and help me to invite more inspiring guests like Audrey. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 03:20 - The first encounter with Service Design. 06:40 - How can we help more organisations leverage design effectively? 16:00 - What if we could help people solve the most impactful design mistakes? 27:40 - What if you could wave a magic wand and change one thing about business leaders? 36:20 - Big question: How can we reach out to people outside our bubble? 37:40 - Book giveaway contest! (read below) --- [ GIVEAWAY ] --- We're giving away a signed copy of Audrey's books! To participate in the contest head over to this episode on YouTube and leave a comment there where...you share a story of an organisation who wasn't aware of what is possible with design. The contest closes on February 20th 2020 11:59pm (CET) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner. --- [ LINKS ] --- * https://www.linkedin.com/in/audcrane/ * https://twitter.com/audcrane * https://www.senseandrespondpress.com/what-ceos-need * https://designmap.com/ideas/what-ceos-need-to-know-about-design * https://www.amazon.com/What-CEOs-Need-About-Design/dp/1703635051/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.s
Thu, January 23, 2020
The organisation as your design material / Linn Vizard / Episode #92
Why is it that so many service design projects still get stranded before they have been able to make an impact on customers? In this episode Linn Vizard shares her experience with what it takes to make service design real. Linn has an interesting perspective on how we might start looking at the outcomes of service design. Because the outcome of our work almost never is an actual service... So what are the outcomes we create as a community? And how can we do a better job at communicating those outcomes? Another thing that we explore in this episode is what would happen if we start treating the organisation as our design material? If services are the software that we design then we might see the organisation as the hardware on which they run... and in that sense it's quite important to understand the properties of this design material. If you've ever struggled to get your service design projects beyond the concept stage than this is definitely an episode that you don't want to miss! I hope you'll find this episode helpful as this is a really important topic that need to address in our community. And don't forget to share this episode with fellow practitioners! That way you'll help to grow the community and help me to invite more inspiring guests like Linn. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 04:10 - The first encounter with Service Design. 06:45 - Why are we having a hard time making it real in service design? 15:00 - How can we expand our understanding of what outcomes of service design are? 26:40 - What if the material of service design is the organisation? 37:50 - Big question: Which organisations do ongoing service testing? --- [ LINKS ] --- * https://twitter.com/wittster * https://www.linkedin.com/in/linnvizard/ * https://www.servicedesignpaths.com/blog/2020/1/2/2019yearinreview * http://www.redjotter.com/redjotterblog/2019/1/22/64-the-mighty-designer * Service design across borders - https://vimeo.com/334671277 * https://orgdesignfordesignorgs.com/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, January 09, 2020
How sharing makes you a better service designer / Daniele Catalanotto / Episode #91
Could you become a better service designer by just sharing more? According to the guest in this episode that's definitely the case! Daniele Catalanotto has been writing and sharing a lot about what he knows (and doesn't) related to service design. It might sound counter intuitive but Daniele argues that you first and foremost should share for your own benefit. If other people find the things you share helpful, that's great. If not then that definitely shouldn't make you share less. Now you might think that you have nothing to share. Or that you don't have the time to share. Or that sharing won't give your any real value. Well in this episode you'll learn that these are often just false believes. Next we dig into why so many service designers overlook the simple solutions. What would happen if we would concentrate on fixing human to human interactions before we jump into designing the next shiny new service? And finally, as Daniele is a Swiss based service designer, we're of course going to talk about rules. Daniele shares how having a set of guiding rules helped him to deliver better work. And you'll also learn how you can create your own set of guiding rules. The big question for you in this episode is: What can you do tomorrow to share more (and what is preventing you from doing so)? I hope you'll find this episode helpful and if you do please consider sharing it with just one other person today. That way you'll help to grow the community and help me to invite more inspiring guests like Daniele. Remember. Every. Share. Counts. :) --- [ GUIDE ] --- 04:40 - The first encounter with Service Design. 07:45 - What if we would be sharing more as service designers? 17:10 - Why do we forget about relationships in service design so much? 25:10 - How many rules do we need as designers? 33:10 - Big question: What can you do tomorrow to share more? --- [ LINKS ] --- * https://www.linkedin.com/in/danielecatalanotto/ * Service Design Magazine ➜ https://service-design.co/ * A tiny history of Service Design ➜ https://service-design.co/book-a-tiny-history-of-service-design-368ed603797c * Service Design Principles 1-100 ➜ https://store.swissinnovation.academy/book-service-design-principles-1-100 * Service Design: From Insight to Implementation ➜ https://rosenfeldmedia.com/books/service-design/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as
Mon, December 30, 2019
Moving away from service design projects / Emma Aiken-Klar / Episode #90
What if clients buying service design projects? Which is already happening if you look closely. It's not that the appetite for service design work is getting smaller. On the contrary. More and more clients see the need to do service design. Rather it's the fact that clients are building in-house service design teams and taking on the work themselves. This requires agencies to rethink how they are going to add value in the future. In this episode Emma Aiken-Klar, who is the SVP Human Insights at Idea Couture, which is part of Cognizant Interactive, shares her experience with moving away from service design projects and embarking on a new type of client engagement. A type of engagement which is quite liberating and aligns much better with the true nature of service design. Next to this Emma also talks about the influence of AI on the design of services. How can we use AI in our service design practice in a responsible manner and make sure it's inclusive. Finally we dive into the world of anthropology. With less and less opportunities to work on the fuzzy front end of challenges the question becomes what value can ethnographic research add in later stages of the design process? As an experienced practitioner Emma has some interesting thoughts about this. If you found this episode helpful please consider sharing it with just 1 other person you know. That way you'll help to grow the community and help me to invite more inspiring guests like Emma. Remember. Every. Share. Counts ----- [ GUIDE ] ----- 03:20 - The first encounter with Service Design. 05:05 - How can we use AI to innovate services and experiences design? 16:20 - What if clients slowly stop wanting to buy service design and instead wanting to do it themselves? 27:05 - How far across the design arc does anthropology span? 35:20 - Big question: How is service design evolving? ----- [ LINKS ] -------- * https://www.linkedin.com/in/emma-jo-aiken-klar-phd-b48b052/ * https://ideacouture.com/bio/emma-aiken-klar/ * How Anthropologists Create Better Experiences - https://www.youtube.com/watch?v=vCEvaxyT_aI * Advancing the Value of Ethnography in Industry- https://www.epicpeople.org/ ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, December 19, 2019
The scope of Service Design / Simon Mhanna / Episode #89
When is a challenge really out of scope for a service designer? What's the point where it becomes obviously too far fetched? As designers we are overly optimistic. In general we don't shy away from new challenges. It doesn't really matter if we haven't worked on a similar challenge in the past as we'll just figure it out as we go along. This confidence in being able to solve any challenge often feels like a superpower. But it's also a major pitfall. Are we as service designers overly optimistic in taking on organisational challenges? Are those kind of challenges really part of our job? Simon Mhanna recently wrote a provoking article to stir up the much needed debate around this and in this episode you'll hear what he has to say. We also discuss why it's so hard to implement service design work within organisations. What kind of skills do organisations need to develop and put into place in order to increase the chance of ideas actually getting turned into action? We'd love to have you join in this important conversation. So leave a comment sharing your thoughts about the scope of service design! If you found this episode helpful please consider sharing it with 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:00 - The first encounter with Service Design. 08:45 - Why are we having challenges embedding service design work? 17:45 - How can we build the skills within the organisation to sustain the service design work? 25:10 - What if service design is not the catch all practice? 34:10 - Big question: What is out of scope for service design? ----- [ LINKS ] -------- * https://www.linkedin.com/in/simonmhanna/ * https://themoment.is/service-design-is-not-enough/ ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, December 05, 2019
Asking the tough and uncomfortable questions in design / Sarah Schulman / Episode #88
There's a good bit of tension in most service design projects. Often caused by factors that aren't obvious when you start. Factors like the fact that designers bring a quite different approach, attitude and mindset to the table. Your typical "they just don't get it" (coming from both sides) is a pretty strong indicator that there's some tension in the room. In this episode Sarah Schulman shares how she and her team at InWithForward have found a way to embrace this tension. And actually use it to deliver better outcomes for their clients. At InWithForward Sarah works on major social challenges which often require you ask the tough and uncomfortable questions. Questions that also shine a light on the dark side of design. For instance who will suffer from the solution we're designing now? But asking these questions early and often is the way to break through existing paradigms and create solutions that are more effective. This episode ends with a big question. What does it mean to do purposeful work? Sarah and I would love to hear your take on this. So head over to the episode on youtube and leave a comment over there. If you found this episode helpful please consider sharing it with 1 other person you know. That way you'll grow the Service Design Show community and help me to get more inspiring guests. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:45 - The first encounter with Service Design. 05:25 - How can we enable great partnerships with clients? 11:35 - Why should we consider ethical implications in design? 21:00 - How can we recognise that tension is an inherit part of creativity? 32:15 - Big question: What does it mean to do purposeful work? ----- [ LINKS ] -------- * https://www.linkedin.com/in/sarahschulman/ * https://inwithforward.com/ ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, November 28, 2019
Taking co-creation to the next level / Peter Horvath / Episode #87
Co-creation is still an ad-hoc activity in most organisations rather than something which is deeply embedded into the operating system. How can we change that and take co-creation to the next level? In this episode you're going to get some inspiration from Swiss direct democracy. I bet you didn't see that one coming. Peter Horvath has studied how the Swiss have embedded co-creation into their democratic system. A system which has been operating for about 150 years now. Involvement of customers was for a long time considered an unconvinient distraction by organisations. Then slowly but surely organisations started to involve customers inn their product and service development. Now we're seeing organisations who use customers as strategic partners who help them to shape the future. Just like the Swiss are doing with their citizens. But there are some important things you need to get right before you can adopt this next level of co-creation in your business. And in this episode you'll learn exactly what those thinsg are! If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:30 - The first encounter with Service Design. 05:10 - Why do we know so little about direct democracy? 13:45 - How can we embed co-creation more strongly in organisations? 21:35 - What If we could use the Swiss direct democracy model in a commercial setting? 38:30 - Big question: Do you see that senior management is devoted to including customers at a higher level? ----- [ LINKS ] -------- * https://www.linkedin.com/in/horvathpetertamas/ * https://swiss-service-style.com/ * https://medium.com/@petertamashorvath/swiss-service-style-a-co-creation-model-aaecd6c8f2fc * https://www.meetup.com/Digital-Strategy-and-UX-meetup-Geneva/ * https://www.service-design-network.org/chapters/switzerland ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, November 21, 2019
The Secret Powers of Customer Insights / Emma Laurentz / Episode #86
Customers don't care about your internal departments. They only care about the experience they have with your service. So in order to deliver great services you need to organise around your customer. Not the other way around. But breaking down internal silos is easier said than done. Many have tried and failed. Big time. In this episode you'll learn from Emma Laurentz how customer insights can help to build those much needed internal bridges. Because when used in a smart way customer insights are one of the most powerful instruments you have to gently force stakeholders cross the borders of their own department. So the question then becomes what does it take to get the most value out customer insights? How can you best harness their secret powers? That's what you're going to find out in this chat with Emma! If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:00 - The first encounter with Service Design. 04:30 - What if organisations would work in a cross-functional way? 12:15 - How can we create more value through customer insights? 22:10 - Why should we try to aim for a common language? 29:15 - Big question: what prototyping methods are you using ----- [ LINKS ] -------- * https://www.linkedin.com/in/emma-laurentz-9208331a/ * ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, November 14, 2019
The best place for design to make impact / Judy Mellett / Episode #85
What is the best place for an internal service design team so that it can bring the most value to the organisation? A question which is becoming more and more important. Even if you're with an agency or freelancing. Because knowing where service design fits into the organisational structure allows you to help your clients more effectively. Judy Mellett leads an internal team at Telus. In this episode we talk about the benefits and the downsides of being close to the day to day operation. And whether it helps to be at a distance in a stragic role. Futhermore Judy shares her experience in tackling a massive challenge using service design: Improve the educational system in british columbia Canada. If you're interested to learn more about that check out the talk Judy gave at the Service Design Network Global Conference 2019. You'll find links to that presentation down below. Finally we explore how far and wide service design (and / or design thinking) can reach. Which challenges should we address next as a community? And which challenges should we stay away from? If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:30 - The first encounter with Service Design. 10:15 - Why should we enable and invest in educating the next generation thinkers about the design thinking processes, philosophy and mindset? 19:15 - What are the benefits and tractions of a design team that is embedded? 35:35 - How far and wide can design thinking be applied? 44:15 - Big question: Where do you see design? ----- [ LINKS ] -------- * https://twitter.com/judymellett * https://www.linkedin.com/in/judymellett SDGC19 | Judy Mellett & Eleanor Liddy: Designing for Public Education * https://www.youtube.com/watch?v=0dZ5M4a6z_g * https://twitter.com/ddunneDesign ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, October 31, 2019
Taking user research notes from copywriting / Joel Klettke / Episode #84
In this episode you'll learn about some time and cost effective ways to do proper user research inspired by the world of copywriting. Successful conversion copywriter Joel Klettke takes you along his process to craft copy which deeply resonates with readers. As you'll hear that process evolves for a large part on conducting user research in order to understand the people you're going to write for. The similarities between how Joel does research and the way we do it as service designers is sometimes uncanny. There's just so much overlap that you wonder why our paths haven't crossed before. We also talk about how Joel is able to convince clients to do user research. Even when they think they know everything there is about their customers. Stepping outside the world of service design is sometimes the best way to improve our practice and this episode is I think a great example. If enjoyed this episode and found it helpful please consider sharing it with just 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:10 - The first encounter with Service Design. 04:10 - Why should Service Designers care about what a copywriting can teach them about customer research? 12:25 - How much do you need to know about a customer? 21:25 - How can we go and get this information in a cost and time effective way? 33:55 - Big question: Which research tools could we use from the copywriters toolkit? ----- [ LINKS ] -------- * https://twitter.com/JoelKlettke * https://www.linkedin.com/in/joelklettke/ * https://businesscasualcopywriting.com/ * https://www.typeform.com/ * https://copyhackers.com/about-copy-hackers/ * https://cloud.google.com/natural-language/ * https://www.hotjar.com/ * ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, October 17, 2019
Why we have to stop Human Centered Design / Nik Parekh / Episode #83
Are you saying that I have to stop practicing Human Centered Design? Well yeah that's basically the answer. According to Nik Parekh human centered design has brought a lot of positive change to the world but it's not sustainable. And to be honest Nik isn't the first one to make this argument. Former guests like Mauricio Manhaes and Anab Jain have also made a similar plea. We have to adopt a different design approach which is even more inclusive... Nik shares some inspiring examples how we can do that. The other topic you'll learn about in this episode is the one of #standardisation. Especially how far can you standardize the service experience without losing touch with the local context? This doesn't only apply to services offered by global brands... this applies to every service provider because local might be as small as your street! Finally talks about the next frontier for designers which is #law. I didn't see that one coming either. But it's interesting to think about what would happen when privacy policies, terms of use and yes even laws would be the outcome of a design process. In which way would the result be different than what it is today? ** Pass It Forward ** If enjoyed this episode and found it helpful please consider sharing it with just 1 other person you know. Every share counts. ----- [ GUIDE ] ----- 04:30 - The first encounter with Service Design. 06:10 - How far can we take standardisation within service design? 14:25 - Why human centered design? 25:30 - When will designers be law makers? 33:30 - Big question: In what areas can designers as lawmakers make an immediate effect? 34:30 - Book giveaway contest ----- [ LINKS ] -------- * https://www.nikparekh.com * https://www.linkedin.com/in/nikparekh/ * https://twitter.com/imNikParekh * https://medium.com/@nikparekh * https://www.beyondmeat.com/products/the-beyond-burger/ ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, September 26, 2019
Recognising good Service Design / James Samperi / Episode #82
Is all service design ** good ** service design? If we assume it isn't how do you recognise what's good and what's not? In this you'll learn about the importance of ethics in design. Because it's your moral compass that guides you forward when you have to make decisions which require certain trade offs. The guest in this episode James Samperi talks about how they are developing a manifesto to help them in this process. We also talk about craft within service design. A topic that we've addressed in past episodes but it keeps coming back. The reason is that a lot of people are still unsure what the practice of service design entails. It's important that we're as a professional field are able to articulate what the traits are of a good service designer, service design team and service design project. The final topic is connected to the previous one. We're seeing that service design is becoming more and more fragmented. There are different "flavours" of it appearing on the market. Agencies that focus purely on digital service design, others who just focus on training and there's group who preaches the holistic version of it. Diversity can be great but it can also work against us for instance when clients get confused and end up buying the wrong flavour... As you'll hear James is someone who's been in the field for a long time. The questions and observations he shares are deeply rooted in practical experience. I hope you'll enjoy the episode and learn a thing or two. ** Pass It Forward ** If enjoyed this episode and found it helpful please consider sharing it with just 1 other person you know. Every share counts. ----- [ GUIDE ] ----- 04:15 - The first encounter with Service Design. 07:10 - Why design ethics? 17:45 - How can we get into a conversation about design craft in service design? 28:20 - How can we help clients to buy service design in a more informed way? 38:15 - Big question: How do we retain what made design special in the first place? ----- [ LINKS ] -------- * James on LinkedIn ➜ https://www.linkedin.com/in/jamessamperi/ * James on Twitter ➜ https://twitter.com/jamesamperi * Engine Service Design ➜ https://www.enginegroup.co.uk/ * Customer-Driven Transformation (book) ➜ https://go.servicedesignshow.com/dumw3 * Strategy Safari (book) ➜ https://go.servicedesignshow.com/3rt-s ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about serv
Thu, September 05, 2019
Using spaces to support change / Scott Witthoft / Episode #81
What happens when you start using spaces as a distinct design material rather than a just designing a space? That's exactly the question Scott Witthoft is has been exploring for the last decade. Scott wrote the book Make Space along with Scott Doorley back in 2012 to provide a starting guide on how we can take control of the spaces around us and shape them in a way they support our needs. We talk about what has happend since the book was published and what Scott has learned years that have gone by about this topic. In this episode we also explore the notion of prototyping spaces. Scott shares his ideas on how to actually do that. And as you'll learn according to Scott prototyping should be treated with the same care and intent as the final output. You cannot slack here if you want your prototype to yield some useful results. Finally we dig into the world of small-scale builders. Especially people who create high end guitars. We look at what we can learn as designers from how this community practices and shares their craft. The topics in this episode are on the fringes of service design. Because that's the place where we can find most inspiration! :) ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ GUIDE ] ----- 06:00 - First encounter with Service Design. 08:00 - When will organisations use space as a design tool? 18:15 - How do we use our practice to demonstrate our practice? 28:45 - What can we as designers learn from small-scale builders? 39:15 - Big question: What does it take to call yourself a service designer? ----- [ LINKS ] -------- * Scott on LinkedIn ➜ https://go.servicedesignshow.com/c_-v2 * Scott on Twitter ➜ https://twitter.com/scaevolae * Make Space (book) ➜ https://go.servicedesignshow.com/b1xmc ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, August 22, 2019
Empowering Communities Through Design / Keneilwe Munyai / Episode #80
Wouldn't it be great if we could get the design approach into the hands of many more people and empower them to improve their life? Keneilwe Munyai is on an inspiring mission to get design out of the corporate lab environment and make it accessible to people in rural areas of Africa. In this episode we talk about the barriers that we've put in place that make design less inclusive at this moment. And of course what we can do to break down these barriers. Because we can't afford to restricted design a small privileged group of people. Next up on is the topic of sustainability. There's a lot of talk about designing for sustainability but not so much action according to Keneilwe and that needs to change. We go over some strategies to actually make sustainability and integral part of your design process. Not hard, but super important. Finally it's all about redesigning education. Too many students end up finishing school with a degree but unemployed. As a program manager for the d-School in Cape Town Keneilwe constantly thinks about how to design a curriculum that allows students to contribute to their environment right after they graduate. Or even better during their study. The key is to close the gap between the classroom and the outside world. Did I mention that we only touched upon big topics in this episode? Enjoy! :) ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ GUIDE ] ----- 03:45 - First encounter with Service Design. 05:20 - What if we democratised design thinking? 16:05 - How can we design for sustainability? 23:50 - When will we develop a context relevant curriculum that empowers young people? 32:50 - Big question: What does service design offer? ----- [ LINKS ] -------- * Keneilwe on LinkedIn ➜ https://go.servicedesignshow.com/q32k_ * d-school Cape Town ➜ https://go.servicedesignshow.com/ad7a6 ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, July 25, 2019
The path to a fulfilling design career / Angela Yeh / Episode #79
Once you start working as a service designer you'll quickly realise that climbing up the corporate ladder isn't the typical career path. Usually there is no "up the ladder" for service designers... So how do you make sure you don't get stuck in your career after a few years. The guest in this episode, Angela Yeh, has 20 years of experience helping designers to navigate their career. She works in the super interesting chasm between employers and design talent. In this episode Angela shares why a lot of designers struggle to communicate the unique skills they bring to employers. And as a result of this don't get the opportunity to show what they are capable of. Angela has a few helpful tips on what you can do to explain the value you create even when an employer doesn't know a lot about design. We also talk about the conditions which are needed for designers to thrive. And how to handle situations where these conditions are not (yet) in place. As Angela says it's not so much about the maturity stage of design within a business but much more about the willingness to invest in it. Finally we take on the employer perspective and discuss how what goes through their mind when looking for design talent. Because when you better understand what's going on at the other side of the table you increase your chance of finding the job you'll love. ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ EPISODE GUIDE ] ----- 03:30 - First encounter with Service Design. 05:30 - Why relating to design? 12:45 - How can we create a career where we’re thriving? 22:00 - When will companies hire design talent? 30:15 - Big question: Where do you see the need for service design? ----- [ LINKS FROM THE EPISODE ] -------- * Angela on LinkedIn ➜ https://go.servicedesignshow.com/3-blx * Yeh IDeology ➜ https://go.servicedesignshow.com/et9bv * Thrive by Design ➜ https://go.servicedesignshow.com/q9k84 ----- [ MORE EPISODES ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, July 11, 2019
The Human Nature of Services / Joel Bailey / Episode #78
How come we as customers rarely feel truly served even when we're surrounded by services? What has caused the disconnect between services and actually serving people. And more importantly how can we reverse this? That's what you'll in this episode with Joel Bailey. Joel is a true service design pioneer who can be credited for starting the notorious service design drinks and thinks events in the early days. We explore how the quest for efficiency has create a big gap in most organisations between us as consumers and the people who are delivering (and often designing) the service. Organisations who want to be more customer centric need to find ways to close that gap and Joel shares some ideas on how to do that. The other big topic we discuss in this episode is the one of scaling service design. Yes it's a topic that has been debated often on the Show lately. Joels take on this is that we when focus on scaling service design we are bound to fail. What we should do instead is focus on scaling the design of services. This approach opens a vast pool of talent. And that's a good thing because according to Joel we do need an army of people with an army of skills. ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ EPISODE GUIDE ] ----- 04:50 - The first encounter with Service Design. 07:30 - How can we reconnect people to people? 17:15 - When will we scale service design? 31:40 - How far are we on our road to talent growth? 39:05 - Big question: Where should Service Design agencies go next? ----- [ LINKS FROM THE EPISODE ] ----- * Joel on LinkedIn ➜ https://go.servicedesignshow.com/9qxyj * Sam Walton: Made In America (book) - https://go.servicedesignshow.com/esf_k ----- [ MORE EPISODES ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, June 27, 2019
Building Winning Service Design Teams / Patrick Bach / Episode #77
In this episode Patrick Bach shares his learnings about what it takes to successfully build and lead a service design that is able to create sustainable value within a large corporate. We talk about the need to expand our existing service design toolkit with new tools and methods. This might mean that we need to tap into areas like behavioural economics and lean six sigma. Collaborating much more with people who wouldn't necessarily call themselves service designers. Next we addresses the question: Where do good service designers come from? Patrick has a lot of experience hiring people for his team. So he's learned a thing or two about the background and characteristics of people that tend to fit well into this role. The big challenge for people who lead service design teams is how do you keep everyone on board and engaged? Because as you'll learn in this episode service designers aren't really interested or motivate to climb up the corporate ladder. Finally we talk about the kind of leadership that leads to service design teams performing to their full potential. How much guidance is required and how much freedom should be given. Patrick shares some great insights about this. ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ EPISODE GUIDE ] ----- 03:25 - First encounter with Service Design. 07:25 - How might we integrate new methods into the service design toolkit? 16:40 - Who are the people that choose career paths in service design? 25:50 - How much do we need to lead our service design teams? 36:20 - Big question: How can we better articulate the value we bring? ----- [ LINKS FROM THE EPISODE ] ----- * Patrick on LinkedIn ➜ https://go.servicedesignshow.com/u8_04 * Service Design Canada ➜ https://go.servicedesignshow.com/phbez * Service Design Network Global Conference 2019 ➜ https://go.servicedesignshow.com/0-kas ----- [ MORE EPISODES ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, June 13, 2019
Who Wants Service Design / Slavo Tuleya / Episode #76
What can service designers learn from how different industries, different markets and even different countries respond to the value of our field? Because as you know not everyone perceives the need for service design in the same way we do. In this episode Slavo Tuleya shares his experience from setting up an innovation lab focussed on mobility services in China. Slavo has a nice comparison as he previously setup a similar lab in Europe. It might not come as a big surprise that the perception of service design in China is different compared to other parts of the world. But it's not just the perception. It's also way you need to work as a service designer. A specific thing we talk about is how you collect feedback within your design process. Collecting feedback from users and stakeholders is vital in order to make sure you're on the right track. But what if people aren't used to giving feedback? How can you still collect the data you need? And finally we also discuss why it is so important to be able to actually show what service design looks like in practice and have tangible evidence of the work that you've done. Because if you want to give people the confidence to work with you showing theoretical models just won't cut it. You need to show dirty hands. EVERY SHARE HELPS So if you know someone who might be interested in the topics we've discussed in this episode make sure to share it with them. ----- [ EPISODE GUIDE ] ----- 04:00 - First encounter with Service Design 05:10 - Why is the perception of service design different in different markets? 12:30 - How many feedback mechanisms are enough? 21:20 - When will we let people experience service design on the inside? 29:20 - Big question: How do different industries respond to service design? ----- [ LINKS FROM THE EPISODE ] ----- * Personal site ➜ https://go.servicedesignshow.com/89rx4 * Slavo on LinkedIn ➜ https://go.servicedesignshow.com/z58ht * Kiuub Studio ➜ https://go.servicedesignshow.com/w6phv * Service Design CZSK ➜ https://go.servicedesignshow.com/0z9fd ----- [ MORE EPISODES ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, May 30, 2019
Growing the Supply and Demand of Service Design / Christian Bason / Episode #75
Service Design can be a great driver of value. Not just for businesses but for a whole nation. Knowing this one might wonder how you can accelerate the pace at which service design spreads and is adopted by a community. As the CEO of the Danish Design Centre Christian Bason thinks about this every day. Spreading service design requires growing both the demand side and the supply side. More organisations need to be interested in applying service design to solve their challenge and there need to be enough skilled service designer to work on those challenges. In this episode Christian shares his perspective on how to that. Have you ever considered the outcome of service design to be new business models? Christian argues that that's actually a really important aspect of our practice and we should embrace it even more. We discuss the implications of what it means for you. At the end of the episode we're also doing a book giveaway! Read down below how you can get your hands on a signed copy of one of Christians books. Leave a comment or send me a message on LinkedIn! P.S. If you know someone who might be interested the things we've discussed make sure to share the episode with them! ----- [ EPISODE GUIDE ] ----- 02:30 - First encounter with Service Design 03:40 - How far can service design reach? 12:45 - What if we would see new business models as design outcomes? 23:15 - How can we develop policies that accelerate and stimulate the use of service design? 31:15 - Big question: What is the role of service design in a digital context? 32:20 - Book giveaway! ----- [ LINKS FROM THE EPISODE ] ----- * Christian on LinkedIn ➜ https://go.servicedesignshow.com/j53se * Danish Design Centre ➜ https://go.servicedesignshow.com/w6qxu ----- [ MORE EPISODES ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ------ [ BOOK GIVEAWAY ] ------ So we're giving away a signed copy of one of Christian's books. All you need to do to participate in this giveaway contest is to leave a comment down below before June 13th 2019 11:59pm (Amsterdam Time). If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner. ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, May 16, 2019
Beyond Human Centered Design / Anab Jain / Episode #74
Human Centered Design is getting a lot of attention these days. But what are we giving up if we put the human at the center? What are the limits of our current practice? In this episode Anab Jain shares her perspective on why we need to look beyond human centered design. Or at least augment it with more holistic view. Next we challenge the notion of the designer as problem solver. Are we really solving problems or are we creating more and maybe even more complex challenges? Anab advocates that we adopt a more humble and probably realistic attitude. This is definitely a though provoking episode that will most likely change your mindset about our current practice. If you know someone who might be interested the things we've discussed make sure to share the episode with them. ----- [ EPISODE GUIDE ] ----- 03:00 - How can we as designers not think about climate change? 09:30 - What if we give up the idea of human centered design? 19:00 - How far can we live with the hybris that we are problem solvers? 25:45 - Big question: What inspires you? ----- [ LINKS FROM THE EPISODE ] ----- * Anab on LinkedIn ➜ https://go.servicedesignshow.com/vmmje * Superflux ➜ https://go.servicedesignshow.com/wt290 * Yellow Chair Stories ➜ https://go.servicedesignshow.com/6eeht ----- [ MORE EPISODES ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, May 02, 2019
Designing services for real people / Lara Penin / Episode #73
Is Service Design a true distinctive design discipline? According to Lara Penin it certainly is. It's certainly a topic that evokes a lot of debate in our community. The transdisciplinary nature of service design often makes it hard to point out the craft in our work. Also the fact that we don't have a tangible design material doesn't make things any easier. But in this episode we explore what makes service design a distinctive design discipline. Lara also explains why service design is actually a lot about designing people. It's about designing the way people work. We should be really conscious about the consequences our designs can have on the lives of people. For that we must let go of abstracts like personas and really understand the people we're designing for as people. As simple as that might sound it's actually not that easy at all. Finally we talk about the advanced mindsets in service design which are needed to make real and sustainable impact. These mindsets are going to help you go beyond the tools and methods. It's our role as a community to shine a light on these mindsets and show the world that this is what goes on below the surface of service design. What's your biggest takeaway from this episode? Leave a comment or send me a message on LinkedIn! P.S. If you know someone who might be interested the things we've discussed make sure to share the episode with them! ----- [ EPISODE GUIDE ] ----- 04:45 - Book giveaway! 05:15 - The first encounter with Service Design. 08:45 - How much design is there in Service Design? 17:45 - Who are the people behind the services we use? 24:30 - How can we define advanced mindsets for Service Designers? 34:30 - Big question: What is your politics as a Service Designer? ----- [ LINKS FROM THE EPISODE ] ----- * Lara on LinkedIn ➜ https://go.servicedesignshow.com/84sc8 * Parsons School of Design ➜ https://www.newschool.edu/parsons/ * DESIS Lab ➜ https://go.servicedesignshow.com/n66dc * Designing the Invisible (book) ➜ https://go.servicedesignshow.com/f57mu ----- [ MORE EPISODES ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ------ [ BOOK GIVEAWAY ] ------ So we're giving away a signed copy of Lara's book called "An Introduction to Service Design: Designing the Invisible". All you need to do to participate in this giveaway contest is to leave a comment down below before May 9th 2019 11:59pm (Amsterdam Time). If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner. ----- [ FREE CO
Thu, April 18, 2019
New Ways To Spread and Scale Service Design / Jacquelyn Brioux / Episode #72
What does it mean to work as a Service Designer in a team that heavily relies on #RemoteCollaboration to get their job done? Can you still successfully operate as a Service Design when you don't have the ability to physically interact with your team mates, stakeholders and customers? Jacquelyn Brioux is exactly in this spot in her role at Shopify. She shares her learnings and gives some tips on practical tools that help to make this work. We also dive into the topic of #EmotionalIntelligence and debate why it's still pretty much undervalued in the workplace. The implications of this a huge by the way way. Lower employee retention. Less productivity. And less involved staff. Just to name a few/. Finally we talk about when we should start giving service design away. I know it sounds scary and uncomfortable but as you'll learn it's inevitable. But what is actually the thing we give away!? Jacquelyn shares how she's doing this right now at Shopify. Did you enjoy this episode? Leave a comment or send me a message on LinkedIn :) If you know someone who might be interested the things we've discussed make sure to share the episode with them! ---------------------------------------- EPISODE GUIDE 03:30 - The first encounter with #ServiceDesign. 06:30 - How can we enable effective remote collaboration? 19:40 - Why is emotional intelligence important in the workplace? 31:00 - When is it time to give service design away? 40:30 - Big question: How can bring Service Design into the HR space? ---------------------------------------- LINKS FROM THE EPISODE * Jacquelyn on LinkedIn ➜ https://go.servicedesignshow.com/vounj * The startup story of Gimlet Media ➜ https://go.servicedesignshow.com/nppb_ [ TOOLS ] * https://whimsical.co/ * https://mural.co/ * https://miro.com/ (used to be RealTimeBoard) MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, April 04, 2019
Service Design means Business / Priscila Williams / Episode #71
How do you turn a customer centric vision into reality? This is exactly what Priscila Willams is tasked to do within large banks and in this episode she shares her most valuable learnings. How important is support from top level management? Do you need to make a business case upfront? Who are the people you should have conversations with in order to operationalize your ideas? These are just some of the challenges that Priscila has had to deal with. Every organisation is different and requires it's own approach to customer centricity but this episode will definitly help you to plot that roadmap. So roll up your sleeves and get ready to put things in motion :) Do you know someone who might be interested the things we've discussed during this episode? Make sure to share the episode with them! ---------------------------------------- EPISODE GUIDE 03:55 - The first encounter with Service Design. 05:35 - How can we develop a change management strategy to make organisations more customer centric? 13:50 - Why is it important to choose and prioritise your projects? 23:10 - How can we make a journey centric strategy? 31:40 - Big Question: how do you shift the mindset? ---------------------------------------- LINKS FROM THE EPISODE * Priscila on LinkedIn ➜ https://go.servicedesignshow.com/_khmr MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, March 21, 2019
Using stories to explore, understand and co-create / Marcy Alice Arthur / Episode #70
If you're a human being you are a storyteller. Stories are the human operating system. In this episode you'll learn that stories are not just useful for transferring knowledge or communicating results. They can also be used as a tool to explore, understand and co-create. Mary Alice Arthur proudly calls herself a story activist. She's on a mission to help people and organisations find the stories that make them flourish. It's hard to deny that stories and storytelling are getting a lot of attention these days. According to Mary Alice this is primaly due to the fact that stories have the power to evoke emotions and therefor influence people. But there's more to stories that just using them to influence. Stories are also about collective sensemaking and wholing. I really hope this episode with Mary Alice will inspire you to think about how you can use stories to design better service! P.S. If you enjoyed this episode don't forget to share it with someone who might like it as well. Thanks :) ---------------------------------------- EPISODE GUIDE 04:15 - Why are we talking about storytelling as the new black? 15:30 - What if story could help you in a variety of ways you’re working? 23:30 - How far can we take story? 32:45 - Big question: What is the tradeoff? ---------------------------------------- LINKS FROM THE EPISODE * Mary Alice on LinkedIn ➜ https://go.servicedesignshow.com/84epw * https://www.getsoaring.com/ * https://www.storythefuture.com/ * https://www.facebook.com/storythefuture/ BOOKS * Megatrends ➜ https://go.servicedesignshow.com/kewxg * The More Beautiful World Our Hearts Know Is Possible ➜ https://go.servicedesignshow.com/_1614 * Theory U: Leading from the Future as It Emerges ➜ https://go.servicedesignshow.com/v3dhp Surfing the 3 Waves of Story * Part One ➜ https://www.getsoaring.com/surfing-the-3-waves-of-story/ * Part Two ➜ https://www.getsoaring.com/surfing-the-3-waves-of-story-part-2/ * Part Three ➜ https://www.getsoaring.com/surfing-the-3-waves-of-story-part-3/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, March 07, 2019
Service Design Thinking, Doing & Understanding / Greg Lakloufi / Episode #69
Often there is a big gap between what clients want and what they truly need to solve their challenge or achieve their goal. As a service designer you'll need to use all your diplomatic skills to open clients up for a fresh perspective. This is a crucial step if you want to make impact. We know about Service Design Thinking, Service Design Doing and in this episode Greg Lakloufi talks about Service Design Understanding. The rise of toolkits and the availability off the shelf methods makes service design more accessible for newcomers. But this also creates the need for deeper understanding of what service design is. Understanding is the key to using the tools and methods to their full potential. And finally Greg talks about how we can shift out focus from deliverables to outcomes. We are here to drive customer centric change. Our deliverables are just tools that help us get there. So we really need to focus on outcomes rather than deliverables. Did you enjoy this episode? Share it with someone who might like it as well :) P.S. Don't forget to connect with me on LinkedIn and say hi! ---------------------------------------- EPISODE GUIDE 04:45 - The first encounter with Service Design. 06:00 - How can we find the right balance between what clients want and what they need. 14:45 - Why do we need Service Design Understanding? 26:00 - When will we focus on delivering outcomes? 35:20 - Big Question: How do we get people to understand service design? ---------------------------------------- LINKS FROM THE EPISODE Greg on LinkedIn ➜ https://go.servicedesignshow.com/btma7 Service Design Dallas Meetup ➜ https://go.servicedesignshow.com/ps853 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, February 21, 2019
The case for legal design / Angélica Flechas / Episode #68
While law might not be the most sexy thing for designers to think about they are an essential part for delivering great services. You might not realize it but almost every aspect in our daily live has a some legal aspect to it. And the legal side of things is now primarily handled by people graduating for law school rather than by designers. But there's no rule in the law stating that rules and regulations should be boring and not user centered. Having both a background in law and design Angelica Flechas is evangelising the discipline of #LegalDesign. A discipline that aims to make law more user friendly and accessible. In this episode we talk about what legal design actually looks like and discuss some interesting case studies. Have you been merging law and design in your work? Leave a comment and share your experience! ---------------------------------------- EPISODE GUIDE 03:10 - The first encounter with Service Design. 04:20 - What if every service designer could work with legal topics? 12:45 - Why don’t we trust lawyers? 22:55 - When will we have useful regulation? 33:00 - Big Question: Would you want to do legal design ---------------------------------------- LINKS FROM THE EPISODE Haptica ➜ https://go.servicedesignshow.com/sv3eb Angelica on LinkedIn ➜ https://go.servicedesignshow.com/7u06t MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, February 07, 2019
Designing thoughtful public services / Chelsea Mauldin / Episode #67
What is the secret to designing and delivering great public services? In this episode Chelsea Mauldin shares her experience from running one of the leading service design agencies in the United States that focuses on the public sector: Public Policy Lab. We talk about the challenges associated with scaling and implementation of services in a public context. And why you should never engage in a project that lacks people who will eventually be able to execute on the generated ideas. Chelsea also shared some of her ideas on how you can get clients to take a more open approach rather than jumping straight to solutions. So the next time a client approaches you and asks for an App make sure to follow Chelsea's advice. And finally we address a really big topic: how far can you as a designer go in making sure that your work isn't used to do harm? You might think that this is primarily something you need to think about when working for oppressing regimes. But this is actually much closer to home then you think! According to Chelsea in every design project you need to be very aware of the power balance. And think about if your solution might be used to do harm to the people who are not in power. To make this episode happen we got some help from the service design community as two topics where contributed by them. Thanks for that! And let's do it more often :) If you enjoyed this episode don't forget to pass the link to someone who might benefit from this as well. ---------------------------------------- EPISODE GUIDE 02:35 - The first encounter with Service Design. 05:30 - Why is thoughtful scaling and implementation difficult in a public sector context? 13:10 - How can we help policy makers keep an open mind rather than jumping to solutions? 22:00 - How far can a designer go guaranteeing an outcome which is a good outcome? 30:30 - Big Question: Where do we go from here? ---------------------------------------- LINKS FROM THE EPISODE Public Policy Lab ➜ https://go.servicedesignshow.com/_x69c Chelsea on LinkedIn ➜ https://go.servicedesignshow.com/dzen_ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, January 24, 2019
Stories teach us to be human / Annette Simmons / Episode #66
What happens when stories are used just to gain a financial profit? According to best selling author Annette Simmons the impact is profound on our society. In this episode we talk about the role stories play in passing on morals and building emotional connections in our society. Further Annette elaborates om the two ways of knowing what is true. The object and the subjective kind. And especially the latter is interesting from a service design perspective. As you'll learn our clients don't want proof that service design works, they want... trust! It's been addressed a lot of times on the Show already, being a great communicator and knowing how to use leverage stories to create impact is a fundamental skill for every service designer. If you enjoyed this episode don't forget to pass the link to someone who might benefit from this as well. ---------------------------------------- EPISODE GUIDE 03:30 - The first encounter with Service Design. 04:40 - How can we balance objective and subjective thinking? 13:25 - Why do we need morals? 14:45 - How can we craft stories that build profit and connections? 32:35 - Big Question: How can we use morals to find secrets for services? ---------------------------------------- LINKS FROM THE EPISODE Annette on LinkedIn ➜ https://go.servicedesignshow.com/n-mh7 Personal website ➜ https://go.servicedesignshow.com/sh162 The Story Factor ➜ https://go.servicedesignshow.com/152pb MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, January 10, 2019
Coming up in 2019
In this special episode we look back on some of the highlights of 2018 and talk the plans for this year. Last year we had some of the smartest and inspiring minds on the Show. This wouldn't have been possible without your support. So thank you for that! One of the things that we started last year and definitely will continue this year is sharing shorter episode in which I try to answer some of the big questions within Service Design. If you haven't seen these videos yet make sure to take a look on our YouTube channel. Over the years the Show has grown into a community of like minded people who share a deep passion for Service Design. This community has really come together in the Selling Service Design with Confidence course that's part of the Show. I'm really looking forward to spend even more time with you in this community and help to spread the message of Service Design. Finally at the end of the episode you'll learn more about the brand new Customer Journey Mapping course that I recently released. And why I think this is the most helpful course currently out there on this topic :) If you want to learn more about the course click the link below. [THE PERFECT MAP COURSE] Learn how create the perfect Customer Journey Map that helps you get the job done, each and every time. https://servicedesignshow.com/tpm ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram ---------------------------------------- [THE PERFECT MAP COURSE] Learn how create the perfect Customer Journey Map that helps you get the job done, each and every time. https://servicedesignshow.com/tpm
Thu, December 27, 2018
The balance between thinking and doing / Fumiko Ichikawa / Episode #65
Do you take the time to really reflect on your work and consciously think if the things you're doing are impactful? I guess we all recognise this to a certain degree: When you're caught up with the day to day operational stuff you rarely of (or rather take) the time to think critically about what you're doing. And we all know where that sometimes leads to... So in this episode Fumiko Ichikawa talks about ways to find more balance between thinking and doing as a design practitioner. We also look at another very interesting topic in this episode... A common challenge in a lot of service design projects is that as soon as the external agency leaves, the project loses most of it's momentum. Fumiko shares, from her own experience, a very effective way to increase the chance that the solution you're working on actually stays alive once you're gone. The answer to this will likely give you a different perspective on what a deliverable of a service design project might be. And finally we talk about the tendency of stakeholders to jump from research mode into ideation / solution mode. What can you do to allow for more time and deeper reflection? This episode is filled with great practical insights so I really hope you enjoy it! ---------------------------------------- EPISODE GUIDE 05:00 - The first encounter with Service Design. 06:20 - How can we balance thinking and doing? 13:20 - What if we can establish community through the design process? 20:35 - Why do we need to reframe? 28:35 - Big Question: How do YOU balance thinking and doing? ---------------------------------------- LINKS FROM THE EPISODE Fumiko on LinkedIn ➜ https://go.servicedesignshow.com/llac1 Re:public ➜ http://re-public.jp/ Reach Network ➜ https://go.servicedesignshow.com/r-io_ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, December 13, 2018
What is your Service Design flavour? / Selene Castilla / Episode #64
In this episode Selene Castilla give us an update on the current state of Service Design in Latin America. And we also discuss what's needed to take it to really the next level. The second topic we address is a big one: measuring the impact of Service Design. Selene has a really interesting perspective on how to approach this. It's not so much about trying to measure everything but rather measuring just a few things and do that frequently. Finally we continue the converstation that we also had in the last episode and that is how to scale design teams. Selene is tasked with building design teams across 4 different countries. According to her you can't follow a formula or blueprint. In the episode she reveals her approach. If you enjoyed this episode it'd be great if you could take a minute and leave a review on iTunes or any other platform you're listening. ---------------------------------------- EPISODE GUIDE 03:10 - The first encounter with Service Design. 04:20 - Why is Service Design important in Latin America? 10:45 - How far shall we go in measuring Service Design? 20:35 - How can build, lead & scale design practices? 29:35 - Big Question: How can we be more connected? ---------------------------------------- LINKS FROM THE EPISODE * Selene on LinkedIn ➜ https://go.servicedesignshow.com/wanhz MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, November 29, 2018
Designing highly impactful design teams / Bernardo Torres / Episode #63
DesignOps. This is a big topic these days. It basically boils down to the question how can you support design teams to be more impactful? What types of structures and processes can we put in place for that? In this episode Bernardo Torres shares his findings around this topic. The topic of DesignOps strongly ties in to the topic of leadership. In order to build and scale highly impactful design teams we need to redesign leadership as well. Leadership can't operate anymore in the models that originate from the industrial revolution. Finally we talk about some big misconceptions around employee experience. The notion of employee experience requires that we separate one self into a person who's at work and someone who isn't. Which doesn't seem to make a lot of sense. So how do we approach employee experience in a way that appreciates and recognises people as a whole. I really believe that this is an episode which really gives you a glimpse into the topics that will dominate the design agenda for the coming years. ---------------------------------------- EPISODE GUIDE 03:50 - The first encounter with Service Design. 06:30 - Why do we need DesignOps? 13:30 - How can we redesign leadership? 23:30 - How can we take employee experience to the next level? 32:20 - Big Questions: How can you deliver more impact? ---------------------------------------- LINKS FROM THE EPISODE * Bernardo on LinkedIn ➜ https://go.servicedesignshow.com/200am * http://noescomun.com/en/who-we-are/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, November 15, 2018
A new definition for service design / Soren Bechmann / Episode 062
What is service design? A question that is keeping the community busy up till today. And probably the foreseeable future. In this episode Søren Bechmann talks about his journey how he tried solve this question for once and for all. Søren has formulated a new definition for service design. A definition that might surprise you! Next to that we talk about how the ever growing focus digital solutions is pushing the human aspect out of the things we do. Is digital always a better answer? Finally we address the big topic of implementation within service design. Why is it so that so many projects strand when it the times comes to implement and what can we do to change that? Did you enjoy this episode? Don't forget to LEAVE A COMMENT down below 👇 ---------------------------------------- EPISODE GUIDE 03:40 - The first encounter with Service Design. 04:50 - Why do we need a new definition for Service Design? 14:00 - How can we challenge the digital solution? 24:20 - What can we do to increase the chance that our ideas get implemented? 37:20 - Big Questions: Is service design just another buzzword? ---------------------------------------- LINKS FROM THE EPISODE * Søren on LinkedIn ➜ https://go.servicedesignshow.com/khct2 * https://www.sorenbechmann.com/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, November 01, 2018
Great services should be a struggle / Yutaka Yamauchi / Episode #61
The more you try to please your customers the lower the valuable perception of your service will be. Yutaka Yamauchi has studied the service of sushi restaurants and found the most valuable services are the ones that are a struggle for customer. These are services that are somewhat intimidating. The challenge for the designer is to find the perfect balance between human centered design and human decentered design. We also talk about why customers are not just merely the input in the co-creation part of a service. The key to designing great services is that you consider the customer to be an output of your service. Finally we talk about why it's not enough to look at the business and user part when designing a service. Service designers also need to take social and cultural trends into account when designing a service to be truly successful. ---------------------------------------- EPISODE GUIDE 02:55 - The first encounter with Service Design. 04:05 - Why are some services intimidating? 11:30 - Who are the customer that you try to satisfy? 22:00 - Why do we put the word service in front of design? 30:45 - Big Question: How can you design a service like Starbucks? ---------------------------------------- LINKS FROM THE EPISODE * https://www.yamauchi.net/ * Yutaka on LinkedIn ➜ https://go.servicedesignshow.com/q1r16 * The secret behind services (TEDx talk) ➜ https://go.servicedesignshow.com/pmggh MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, October 18, 2018
The Digital Transformation Within Service Design / Yong-Se Kim / Episode #60
How can we use Service Design to drive business innovation? And how is that different from using service design to drive social innovation for instance? In this episode professor Yong-Se Kim shares his perspective on this topic. You'll also learn how we can use computer aided tools to enrich and support the service design process. This is not just about digitalising post-it notes. It's about things like helping us to model human relations and interactions using technology. Finally we address how new technology could help to better evaluate the user experience in real-time. This would open the gates to design services that are customised and tailored on the fly. We're not there yet but it's an inspiring topic to think about and explore! ---------------------------------------- EPISODE GUIDE 02:20 - The first encounter with Service Design. 04:15 - How much is service design actually done for business innovation? 13:30 - What if you could use a representation of customer activities to support the service design process? 23:10 - How can we evaluate the user experience in a more useful way? 33:00 - Big Question: how would you like to capture and represent your own knowledge? ---------------------------------------- LINKS FROM THE EPISODE * Yong-Se on LinkedIn ➜ https://go.servicedesignshow.com/r5zdg MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, October 04, 2018
Context, Culture And Service Design / Diego Mazo / Episode #59
What's a key ingredient in order to be able design great services? It's that you need to deeply understand the social context and cultural norms that exist. In this episode Diego Mazo clearly exemplifies why this is so important in service design by looking at the differences between Spain and Colombia. We also dig deeper into the current state of service design in Latin America and Colombia in particular. What is driving the growth of the field there? And what can you learn from that! Finally we talk about the changing role of academia and how that relates to the work done by practitioners. Can they live in peace and find a healthy partnership? The BIG question in this episode is... Is there a difference between the application of service design in large cooperations compared to when service design is applied in a startup environment? ---------------------------------------- EPISODE GUIDE 02:10 - The first encounter with Service Design? 03:30 - Why context so important in Service Design? 11:00 - What is the maturity level of Service Design in Colombia? 19:20 - What if we change the current role of academia? 26:50 - Big Questions: what is the difference in service design for corporates versus startups? ---------------------------------------- LINKS FROM THE EPISODE * https://www.diegomazo.com * https://www.linkedin.com/in/diego-mazo-28a7552a/ * https://medium.com/@dmazorosete * https://twitter.com/dmazorosete MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, September 20, 2018
Synchronizing Business and Design / Victor Lidoy / Episode #58
Think about it... already back in the 60s companies were designing and delivering great service. That was way before service design or design thinking caught on with the masses. So how did they do it back then? What was their strategy for success? And what can we learn from that today. In this episode Victor Lidoy shares his experience as a design director at LATAM Airline which has been in the game of delivering a service for over a century now. We also discuss what kind of incentives companies can put into place as to facilitate good design? What are the triggers that accelerate the adoption of a customer centric mindset and way of working. Finally we talk about why designers should just do design but talk business! The big question in this episode is... How would you embed design in a process driven organization? Leave your thoughts in the comments! And join the conversation. ---------------------------------------- EPISODE GUIDE 01:50 - The first encounter with Service Design. 03:30 - How did they manage to design great services before design thinking appeared? 14:05 - Why should we care about the incentives a company has to deliver good design? 25:00 - Talk business and do design? 32:40 - Big Questions: How would you embed design in a process driven organization? ---------------------------------------- LINKS FROM THE EPISODE * Victor on LinkedIn ➜ https://go.servicedesignshow.com/nru5w MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, September 06, 2018
Designing the best Airport Experience / Stine Marsal / Episode #57
Airports are a stresful enviroment. A lot of things happen and people are always in a rush. How can you impact the actual passenger experience as a service designer in these conditions. In this episode Stine shares her most important lessons she's learned being the Service Excellence Director at the Copenhagen Airport. We also talk about how to use customer feedback to drive change and innovation without huge budgets or large in-depth studies. And finally you'll learn how what it takes to translate high level strategy into the daily operation. Making sure that strategy isn't just a nice poster on the wall but really something that really impacts how you operate as an organisation. ---------------------------------------- EPISODE GUIDE 02:10 - The first encounter with Service Design. 03:30 - Why use customer feedback? 13:15 - What if you need to design an experience in a high stress environment? 22:20 - How can we make strategy work? 30:30 - Big Questions: What was your best airport experience? ---------------------------------------- LINKS FROM THE EPISODE * Stine on LinkedIn ➜ https://go.servicedesignshow.com/r8vj1 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, August 23, 2018
Love, Critical Thinking & Innovation / Roberto Verganti / Episode #56
What's the value of creativity in a world that is filled with ideas? How do you know which ideas are valuable and which ones are just noise? Roberto Verganti talks about the lost art of critical thinking and why we need design critique today more than ever. If you had to delete all the apps on your phone and were allowed to just keep one? Which one would you choose? Your goal as a designer should be to deliver that app (or product or service). But what's the secret to designing apps, products and services that people actually LOVE? And finally we discuss what it would take to get people more engaged in innovation. Because when people are more engaged the chance of ideas actually getting implemented increases exponentially! During this episode we also announce a giveaway contest where you can win a unique signed copy of Roberto's latest book called Overcrowded! Check the episode on YouTube for all the details. ---------------------------------------- EPISODE GUIDE 04:15 - The first encounter with Service Design. 06:30 - Who are the creative people in a world where everyone is creative in a way? 16:00 - How can we design services and experiences that people love? 27:40 - What if we would find new ways to engage people in innovation? 34:40 - Book giveaway contest! ---------------------------------------- LINKS FROM THE EPISODE * Roberto on LinkedIn ➜ https://www.linkedin.com/in/roberto-verganti-95880410/ * Overcrowded: Designing Meaningful Products in a World Awash with Ideas (book) ➜ https://amzn.to/2Bvd38Q MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, August 09, 2018
Can design make government services human centered again / Jeneanne Rae / Episode #55
There is a design revolution going on in the US government. More and more government agencies are adopting design to create and deliver more human centered services. In this episode Jeneanne Rae talks about what is driving this quick adoption of design and what's needed to accelerate it even further. We discuss the value design brings to government and how to clearly communicate that value to stakeholders. And finally we touch upon some of the challenges that are associated with spreading design across government. ---------------------------------------- EPISODE GUIDE 02:02 - The first encounter with Service Design. 03:36 - What is the state of design in the government space in the United States 11:35 - What is the value of design to government agencies 21:20 - What are the challenges associated with this kind or transformation 29:20 - Big question: How do you spread the use of service design ---------------------------------------- LINKS FROM THE EPISODE * Jeneanne on LinkedIn ➜ https://www.linkedin.com/in/jeneannerae/ * Center for Government Insights ➜ https://go.servicedesignshow.com/36xqp * 18F ➜ https://18f.gsa.gov/ * Design Value Index ➜ https://go.servicedesignshow.com/-d-ex MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, July 26, 2018
Ask Harder Questions / Jorge Arango / Episode #54
What does it mean to design healthier societies? And what's actually needed in order to do that... just one of the things Jorge Arango talks about in this episode. Have you ever considered how contexts influence our behaviour? We've known this for quite some time in architecture and have become quite well at delivering physical contexts that are fit for purpose. But it seems that we still have a way to go when it comes to designing digital contexts. One of the challenges with this according to Jorge is that we're designing too much for the short term and don't consider the long term effects. Finally we talk about how language has become the primary design material these days. And how you can get into some serious trouble when you don't use this material in a mindful way. Is the news feed on Facebook really a *news* feed? The BIG question Jorge poses is... "How might you help stakeholders avoid unintended consequences?" Not bad, you actually read the description of this episode! Now go and enjoy the episode :) ---------------------------------------- EPISODE GUIDE 06:00 - The first encounter with Service Design. 09:30 - When will we start designing for healthier societies 22:35 - How can we make sense of the contexts that we are creating in the world 31:35 - What is the effect of language on the contexts that we design 43:50 - Big question: How might you help stakeholders avoid unintended consequences ---------------------------------------- LINKS FROM THE EPISODE * Jorge on LinkedIn ➜ https://go.servicedesignshow.com/pemr_ * Personal site ➜ https://jarango.com/ * Living in Information - Responsible Design for Digital Places (book) ➜ https://go.servicedesignshow.com/n14a6 * Finite and Infinite Games (book) ➜ https://amzn.to/2LAL2k2 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, July 12, 2018
What's next for Service Design / Gerry Scullion / Episode #53
What happens after everyone has gone through a service design or design thinking training? What's next?! Gerry Scullion hosts the This is Human Centred Design podcast (go check it out!) and knows a thing or two about doing Service Design. In this episode we talk about how we can democratise service design and make it even more inclusive. Inviting even more people from outside the field to participate. We also touch upon the brand of Design Thinking. There seems to be a growing number of people in the design community that raise big question marks when they hear this term. But according to Gerry there is some (a lot) of value in Design Thinking as a brand. Finally we discuss what it means to successfully embed service design in an organisation. Is having a dedicated team enough or should we take a different approach to this? The BIG question in this episode is... "Does accreditation of service design matter?" Reach out to me on LinkedIn if you enjoyed this episode. I would love to hear from you! ---------------------------------------- EPISODE GUIDE 04:08 - The first encounter with Service Design. 05:40 - Why the democratisation of design is important? 12:12 - Why the brand of Design Thinking is important? 20:34 - How can we embed service design? 31:17 - Big question: Does accreditation of service design matter? ---------------------------------------- LINKS FROM THE EPISODE * This is Human Centered Design ➜ https://www.thisishcd.com/ * Gerry on LinkedIn ➜ https://www.linkedin.com/in/gerryscullion/ * Transform: A rebel’s guide for digital transformation (book) ➜ https://go.servicedesignshow.com/0ef08 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, June 28, 2018
How to kickstart your Service Design career
Here are 3 ways that can help to kickstart your career as a service designer. Although the number of job listings for service designers is growing by the day it doesn't mean that it's easy to actually land a job. It can feel especially challenging when you don't have the formal educational background or a rich portfolio filled with hands on experience. In this episode I share 3 ways that should help to get your service design career of the ground. Looking for a short summary? Make sure you study the field, just start doing it, don't wait for permission and leverage your existing skills. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, June 14, 2018
Design Thinking versus Service Design. Is there difference?!
There is so much talk about design thinking these days. And it tends to confuse a lot of people when they also encounter service design. I think is a lot of overlap between these two terms but there are absolutely also some meaningful distinctions. In this episode I'll explain which term I use (not that hard to guess) and what my perspective is on the differences. This episode is the first one that I'm doing in a new format. In the new format I try to answer, or at least give my perspective on, specific questions that you have. I'd love to hear from you which topics you'd like to see in the upcoming episodes! If there's something on your mind be sure to reach out to me on LinkedIn. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! servicedesignshow.com/free-course
Thu, May 31, 2018
How To Unlock The True Power Of User Research / Steve Portigal / Episode #52
By now we all know that storytelling is one of the most powerful tools in the service design toolbox. But can we also use storytelling to actually improve our own practice? Steve Portigal thinks so and he explains why in this episode. And how well aware are you of your own biases, beliefs and assumptions when you go into a project? Learning to better listen to ourselves might be a key to get more meaningful work done. Finally we discuss why the value of deep research is still often not aligned with the value we put on designing solutions. For this we dig into some economic fallacies that might have to do with this. The big question of this episode is: When has storytelling worked for you (and when did it fail)? Send me a message on LinkedIn if you enjoyed this episode. I would love to hear from you! ---------------------------------------- [EPISODE GUIDE] 02:34 - The first encounter with Service Design. 04:50 - How can we use storytelling as a valid tool for developing our practice? 15:30 - What if we were better at listening to ourselves? 24:45 - When will we value researching the problem as much as designing the solution? 34:05 - Big question: When has storytelling worked for you? ---------------------------------------- [DISCOUNT CODE] Doorbells, Danger, and Dead Batteries: User Research War Stories Save 20% off the regular price by using "servicedesign18-20" during checkout (valid until June 30, 2018). https://rosenfeldmedia.com/books/user-research-war-stories/ ---------------------------------------- LINKS FROM THE EPISODE * Steve on LinkedIn ➜ https://go.servicedesignshow.com/3x-el * Doorbells, Danger, and Dead Batteries: User Research War Stories (book) ➜ https://go.servicedesignshow.com/e530i * https://www.portigal.com/ * https://medium.com/@steveportigal * https://rosenfeldmedia.com/expert/steve-portigal/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course
Thu, May 17, 2018
Your Secret Service Design Toolkit / Deborah Szebeko / Episode #51
There are different types of service design. Did you know? Deborah Szebeko explains the balance between service innovation, service improvement and service design. Because if you're doing a service improvement project with a service innovation mindset it's bound to fail. And we don't want that right :) We also talk about designing #BusinessModels. Whenever you're designing a new service you're quite often also designing a business. And finally... do we rely too much on technology and process instead of relying on our intuition? What does it mean to go back to basics regarding our service design tools and methods? Can a walk through the woods be an actual method to synthesise ideas? A lot of questions that are worth exploring in this episode! ---------------------------------------- EPISODE GUIDE 02:28 - The first encounter with Service Design. 04:05 - How do you know what type of service design you’re actually doing or should be doing 11:20 - How can we use our design skills to disrupt business models 19:02 - How can we go back to basics and explore our relationship to ourselves and nature (in order to inspire ideas that tackle solutions to our social issues) 29:45 - Big question: How can we get more people to get the vibe? ---------------------------------------- LINKS FROM THE EPISODE * Deborah on LinkedIn ➜ https://go.servicedesignshow.com/xxx7e * How to thrive in the next economy (book) ➜ https://go.servicedesignshow.com/zdhgz MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://go.servicedesignshow.com/free-mini-course
Thu, May 03, 2018
Service Design Trend Report - Summer 2018
What are the trends within service design that you should be paying attention to? That's exactly what you'll learn in this 5th edition of the service design show trend report. I've gone through episodes 41 to 50 and narrowed all this great content down to 3 key trends which I've this time all formulated as a question: 1. Is technology a treat or an opportunity for service designers? 2. What is our added value today and what will it be tomorrow? 3. What does scaling service design actually mean? I hope you enjoy this trend report! Don't forget to leave a comment and share what you see as the big shift that is happening in service design! ---------------------------------------- If you're curious what has been said in the previous trend reports have a look here: Trend Report # 1 https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2016 Trend Report # 2 https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2016-2017 Trend Report # 3 https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2017 Trend Report # 4 https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2017-2018 ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://go.servicedesignshow.com/free-mini-course
Thu, April 19, 2018
Should you design services or experiences? / Joe Pine / Episode #50
In this episode Joe Pine explains why it's so important that we understand the distinctions between services and experiences. There are no markets. There are just customers! So we need to stop marketing and start customering. What's customering you ask? Joe explains it in detail. Finally we discuss the different roles of the Chief Experience Officer (CXO) and why this is a vital role in companies that want to survive in the experience economy. Would you like to win a SIGNED copy of The Experience Economy? Check the episode for details and read the rules below! ---------------------------------------- EPISODE GUIDE 03:00 - The first encounter with Service Design. 06:30 - What is the difference between services and experiences? 15:35 - How can we move from marketing to customering? 26:47 - Who are chief experience officers? 35:22 - Big question: Which design business are you really in? 36:10 - Book Giveaway! ---------------------------------------- LINKS FROM THE EPISODE * Joe on LinkedIn ➜ https://go.servicedesignshow.com/l8523 * Reverse Customering Masterclass ➜ https://go.servicedesignshow.com/vflir * The Experience Economy (book) ➜ https://go.servicedesignshow.com/l3wsh * The Roles of the Chief Experience Officer (article) ➜ https://go.servicedesignshow.com/lgf8b * Strategic Horizons ➜ https://go.servicedesignshow.com/nhl8i MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://go.servicedesignshow.com/free-mini-course
Thu, April 05, 2018
Service Design As Your Competitive Advantage / Idris Mootee / Episode #49
One of the biggest mistakes service designers make is to design for an ideal end state. In this episode Idris Mootee explains why we should stop doing that and what the alternative is. We also talk about economics of running a service oriented business. And how services can become a core element for differentiation. In this episode we're also announcing a contest in which you can win a SIGNED copy of the book by Idris called Design Thinking For Strategic Innovation! Check the episode for details and read the rules below. ---------------------------------------- EPISODE GUIDE 02:14 - The first encounter with Service Design. 04:50 - How far should we go to stop designing for an ideal end state? 15:03 - What are the economics of operations? 21:00 - How can we turn services into a core element of differentiator? 30:25 - Big question: How are you responding to the threat of automation? 31:30 - Book Giveaway Contest!! ---------------------------------------- LINKS FROM THE EPISODE * Idea Couture ➜ https://go.servicedesignshow.com/y6j0x * Design Thinking For Strategic Innovation (book) ➜ https://go.servicedesignshow.com/sdtl5 * Idris on LinkedIn ➜ https://go.servicedesignshow.com/6dutx MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://go.servicedesignshow.com/free-mini-course
Thu, March 22, 2018
The New Frontiers Of Service Design / Doug Powell / Episode #48
How do you scale design beyond a single team, beyond a single department and even beyond a single country? Doug Powell is tasked at IBM to do just that! We also talk about the impact designers have on the big social challenges in the world. Or rather the lack of impact and what we can do about that. Finally we touch upon what I like to call "new design material". It's technologies like AI, VR and IoT. What do these new design materials mean for us? Three topics that are truly the new frontiers of service design! ---------------------------------------- EPISODE GUIDE 02:15 - The first encounter with Service Design. 05:23 - How can we scale the practice of design at a global level? 13:34 - How much impact can designers have on the biggest and most complex problems of the world? 21:30 - Why do we need to be designing differently for emerging technologies? 28:58 - Big question: What is the thing that is preventing you from doing your very best work as a designer? ---------------------------------------- LINKS FROM THE EPISODE * Doug on LinkedIn ➜ https://go.servicedesignshow.com/2lf3r * IBM Design ➜ https://go.servicedesignshow.com/_0vt2 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university
Thu, March 08, 2018
How Leadership Shapes Great CX / Ryanne van der Eijk / Episode #47
One of the hardest things in service design is to make actual ideas a reality... the often missing link between design and implementation. In this episode Ryanne van der Eijk shares her experience as former Chief Experience Officer at one of the biggest airlines in the world and now designing the passenger experience at two large airports. We also discuss another hot topic in the industry. Being abele to consistently measure the customer experience. So if you're interested learning how service design is perceived at the C-level make sure you watch this episode! ---------------------------------------- EPISODE GUIDE 02:20 - The first encounter with Service Design. 04:04 - How can we improve the link between execution and service design? 11:55 - How can we design a memorable experience for and with many different cultures? 22:23 - Why do companies rate their own customer experience often better than customers do? 32:11 - Big question: how can we consistently measure the customer experience? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university
Thu, February 22, 2018
Use psychology to design better services / Luke Battye / Episode #46
How can we leverage human psychology to create a better service experience? That's the main topic in this episode with Luke Battye. Should we really focussing on improving the experience in certain touchpoints? Or should we focus more on searching for ways to improve the memory of the service experience... The last thing we discuss is how can we use psychology to help teams solve problems in less time. And who doesn't want that right? Super cool episode on the crossover between human psychology, behavioural economics and service design. ---------------------------------------- EPISODE GUIDE 02:23 - The first encounter with Service Design. 04:48 - How can we take advantage of the quirks of human decision making? 14:13 - What if we got it all wrong about experience design? 20:50 - How can we help teams solve problems in less time? 27:05 - Big question: What kind of services are we going to need in a world where we don’t have to work anymore? ---------------------------------------- LINKS FROM THE EPISODE * Mindjam ➜ https://go.servicedesignshow.com/pfa39 * Sprint Valley ➜ https://go.servicedesignshow.com/es0gw * Luke on LinkedIn ➜ https://go.servicedesignshow.com/53515 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university
Thu, February 08, 2018
How To Unlock Your Full Potential / Chris Do / Episode #45
Why is it hard for designers get compensated according to the true value they are delivering? And what can we do to change that. The Chris Do shares his perspective. How do you define who you are? Which label do you use? This is the second topic we discuss in this episode and it's a fundamental one. Because labels can limit your opportunities to work on problems that are worth solving. And finally we talk about how you're more than the sum of what you produce... Enjoy this episode and don't forget to check out The Futur on YouTube! https://go.servicedesignshow.com/w7qr3 ---------------------------------------- EPISODE GUIDE 02:10 - First encounter with Service Design 03:40 - How do we design services and add value in the outcome economy? 11:41 - Why is Service Design being used in venture as a service? 19:48 - How might we deliver service design at speed in the era of cognitive computing? 29:54 - Big question: How do you work at speed and scale? ---------------------------------------- LINKS FROM THE EPISODE * The Futur ➜ https://go.servicedesignshow.com/w7qr3 * Blind ➜ https://go.servicedesignshow.com/h8kzf * Chris on LinkedIn ➜ https://go.servicedesignshow.com/f9v5r MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university
Thu, January 25, 2018
Closing the gap between business and design / Mauro Porcini / Episode #44
Are we as designers ready to take true ownership of innovation and accept all the responsibilities that this brings along? That's the major theme in this episode with Mauro Porcini who's the Chief Design Officer at PepsiCo. We also talk about what's needed to successfully bring in a new (design) culture into an existing organisation. A task which many have tried and failed. Mauro shares his most important lessons regarding this topic. And finally we discuss the characteristics of a "design thinker". Who are these people anyway? Hope you enjoy this episode! ---------------------------------------- EPISODE GUIDE 02:00 - First encounter with Service Design 03:15 - Why should design drive innovation? 10:02 - What are the characteristics of design thinkers? 21:44 - How can we build a new culture within an established organisation 31:34 - Big question: what kind of role should designers play in business in the future? ---------------------------------------- LINKS FROM THE EPISODE PepsiCo Design & Innovation ➜ https://go.servicedesignshow.com/ayhrn Mauro on LinkedIn ➜ https://go.servicedesignshow.com/gcye5 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university
Thu, January 11, 2018
Design is in every organisation / Sabine Junginger / Episode #43
More service designers should get involved in redesigning public services according to Sabine Junginger. We also talk about if we can make policy more effective if we look at it through a design lens. And finally, do you have a clear and concise what a service actually is? Because that's quite an important question if you consider yourself to be a service designer. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 04:54 - What if we are not clear about our concepts of service? 11:55 - How can we make sense of service design in the policy cycle? 25:24 - Why should we bother about the public sector? 32:21 - Big question: why are you watching this? ---------------------------------------- LINKS FROM THE EPISODE Design in Organizations Symposium ➜ https://go.servicedesignshow.com/d5_hb Transforming Public Services by Design (book) ➜ https://go.servicedesignshow.com/evf3g Sabine on LinkedIn ➜ https://go.servicedesignshow.com/djg4k MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university
Thu, December 28, 2017
Is this the end of the agency / Sarah Drummond / Episode 42
Is there a future for service design agencies when everything goes in-house? That's the existential question Sarah Drummond asks. If we're helping organisations build internal service design capacity what will be the role of the agency in the future? We also discuss how frontline staff can be even more involved an empowered to design services. ---------------------------------------- EPISODE GUIDE 02:05 - Your first encounter with Service Design 04:50 - How can we build capacity for service design? 11:56 - How far can our future role go? 18:50 - What if frontline staff were in charge of changing the system? 24:45 - Big question: How are you being measured ---------------------------------------- LINKS FROM THE EPISODE We Are Snook ➜ https://go.servicedesignshow.com/zsbpp Sarah on LinkedIn ➜ https://go.servicedesignshow.com/91nxf MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Ready to take your skills to the next level? Check out the Service Design Show University! https://go.servicedesignshow.com/university
Thu, December 14, 2017
Service Design Trend Report - Winter 2017 - 2018
Which trends are shaping service design in 2017? And what could they potentially mean for you? That's what this fourth trend report is about. I've browsed through episodes 31 to 40 and looked at what the interesting patterns were. And this is what emerged! 1. The shift from process to outcome 2. Escaping the service design bubble 3. Un-designing services ---------------------------------------- If you're curious what has been said in the previous trend reports have a look here: Trend Report # 1 https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2016 Trend Report # 2 https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2016-2017 Trend Report # 3 https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2017 ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university
Thu, November 30, 2017
What is there left to design / Peter Fossick / Episode 41
How van Service Designers benefit from AI and Machine Learning? Which parts of the design process can be outsourced to computers? Do we still need to design services or should we take an even more holistic perspective and design for outcomes? Service Design pioneer Peter Fossick dig into these questions! ---------------------------------------- EPISODE GUIDE 02:10 - First encounter with Service Design 03:40 - How do we design services and add value in the outcome economy? 11:41 - Why is Service Design being used in venture as a service? 19:48 - How might we deliver service design at speed in the era of cognitive computing? 29:54 - Big question: How do you work at speed and scale? ---------------------------------------- LINKS FROM THE EPISODE IXSD Academy ➜ https://go.servicedesignshow.com/y3kba Peter on LinkedIn ➜ https://go.servicedesignshow.com/q-8ni MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university
Thu, November 16, 2017
How to increase the influence of Service Design / Gilles Rougon / Episode #40
You think Service Design is the new kid in town? Well, Gilles Rougon has been involved in this field since 2000! In this episode he shares how the field has evolved and where it's heading. We also talk about what's needed for Service Design to reach its full potential. ---------------------------------------- EPISODE GUIDE 02:39 - First encounter with Service Design 04:43 - Where did the journey of Service Design lead to? 14:44 - What is the importance of Service Design for the World Design Organization? 22:36 - What is the difference between influence and power? 28:18 - Big question: What does service mean to you? ---------------------------------------- LINKS FROM THE SHOW World Design Organization ➜ http://wdo.org/ EDF Lab ➜ https://goo.gl/9bEsBr MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University ➜ learn.servicedesignshow.com
Sat, November 11, 2017
De-buzzwordifying Human Centered Design - Jan Chipchase
Design research pioneer Jan Chipchase talks about how it's like to run a design studio that has no fixed physical prescense and about his latest book The Field Study Handbook: a how to, why to guide to running international field research project. This episode is a podcast exclusive. A special treat for all you listeners out there. Enjoy! ---------------------------------------- LINKS FROM THE SHOW https://www.thefieldstudyhandbook.com/ https://www.studiodradiodurans.com/ https://www.kickstarter.com/projects/janchipchase/the-field-study-handbook MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University ➜ learn.servicedesignshow.com
Thu, November 02, 2017
Design with impact in mind / Marcel Zwiers / Episode #39
How big are the goals that you're working on? Is there a better way to assess the value of design? And why do we need a Ministery of Design? Important questions on which Marcel Zwiers, who's the founding partner of 31Volts, shares his perspective in this episode. Enjoy! ---------------------------------------- EPISODE GUIDE 02:30 - First encounter with Service Design 03:53 - What if we would look at design in the most fundamental way? 11:45 - How big should we think when it comes to Service Design? 19:45 - How can we park our ego? 26:29 - Big question: am I the crazy one? ---------------------------------------- LINKS FROM THE SHOW Ministy of Design (Dutch) ➜ https://www.facebook.com/ministerievandesign/ Marcel on LinkedIn ➜ https://www.linkedin.com/in/zwiers/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University ➜ https://learn.servicedesignshow.com
Thu, October 19, 2017
Design is a political act / Anne Stenros / Episode #38
Anne Stenros is the Chief Design Officer for the city of Helsinki in Finland. In this episode she talks about her role, the future of cities and why design is by definition always an political act. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 03:44 - Why would you have a Chief Design Officer? 12:09 - How can we use design as activism? 20:22 - What if the next city is completely ran by citizens? 27:51 - Big question: What is your purpose as a service designer? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University ➜ learn.servicedesignshow.com
Thu, October 05, 2017
There are no rules when it comes to inventing the future / Chirryl-Lee Ryan / Episode #37
Could we be creating more value by designing less? And if we're designing for change what is it that our generation will remember about this age? An episode in which Chirryl-Lee Ryan takes a moment to reflect on design and asks some really powerful questions. ---------------------------------------- EPISODE GUIDE 02:23 - First encounter with Service Design 03:54 - What is progressive reduction? 13:02 - What if we’re doing it all wrong? 19:18 - Are we designing for experience or memory? 27:45 - Big question: are there any other design philosophers out there? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University ➜ learn.servicedesignshow.com LINKS FROM THE SHOW Progressive Reduction What happens if you turn the traffic lights off? https://www.theguardian.com/environment/bike-blog/2017/sep/22/what-happens-if-you-turn-off-the-traffic-lights Frank Chimero - What Advice Would You Give To A Graphic Design Student? https://www.frankchimero.com/archive/2010/advice/ The Minimalists http://theminimalists.com Marshall McLuhan - The Medium is the Massage https://www.amazon.com/Medium-Massage-Inventory-Effects/dp/B0000CO31L Edward de Bono - Simplicity https://www.amazon.com/Simplicity-Edward-Bono/dp/0140258396 Victorinox Spectra Medium Expandable Suitcase (Red Dat Award Winner 2016) https://www.youtube.com/watch?v=w0j-Jwz4dCs We're doing it all wrong We Evolved to Run — But We're Doing It All Wrong http://news.nationalgeographic.com/2017/07/running-books-jogging-health-science/ Dan Birman - The challenges with progressive reduction https://www.invisionapp.com/blog/the-challenges-with-progressive-reduction/ Adrian Zumbrunnen - Progressive Reduction: just another buzzword? https://azumbrunnen.me/blog/progressive-reduction-just-another-buzzword/ Museum of Failure http://www.museumoffailure.se Experience and Memory Daniel Kahneman - The Riddle of Experience vs Memory https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory Chirryl-Lee Ryan - Are we designing for Experience, or Memory? https://www.linkedin.com/pulse/we-designing-experience-memory-chirryl-lee-ryan Peter Zumthor- Thinking Architecture https://www.amazon.com/Thinking-Architecture-3rd-Peter-Zumthor/dp/3034605854 Tom Vanderbilt - It’s a Mall World After All: Disney, Design, and the American Dream http://www.harvarddesignmagazine.org/issues/9/it-s-a-mall-world-after-all-disney-design-and-the-american-dream Harvard Design Magazine No. 9 (1999) - Constructions of Memory: On Monuments Old and New http://www.harvarddesignma
Thu, September 21, 2017
What it means for service design to grow up / Louise Downe / Episode #36
New challenges emerge as service design is growing up. The Head of Service Design at the UK government, Louise Downe, talks about how we can sustainable scale service design on an organisational level. And why we need to reconsider the role of service designers in general. ---------------------------------------- EPISODE GUIDE 01:55 - First encounter with Service Design 03:55 - How might we scale service design in a sustainable way? 16:00 - Is our current understanding of what a service designer does fit for purpose? 26:20 - Big question: is service design moving in-house? ---------------------------------------- LINKS FROM THE SHOW Government Digital Service ➜ https://gds.blog.gov.uk/ Digital Service Standard ➜ https://www.gov.uk/service-manual/service-standard MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University ➜ learn.servicedesignshow.com
Thu, September 07, 2017
Design is very simple / Hartmut Esslinger / Episode #35
Hartmut Esslinger has been a designer since the age of 5. Today he is still concerned with how we can design better instead of more products. Design for reuse, modularity and sustainability. And we also talk about how education needs to change radically. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with design 10:55 - What if people would learn to express themselves? 19:55 - How can we get to more sustainable design? 29:25 - Big question: do you really need it? ---------------------------------------- LINKS FROM THE SHOW ➜ https://www.frogmut.com/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University ➜ learn.servicedesignshow.com
Thu, August 24, 2017
How do we democratise Service Design / Hazel White & Mike Press / Episode #34
Growing Service Design beyond the boundaries of an agency, department or even an organisation. That is what this episode is all about. Service Design icons, Mike Press and Hazel White, talk about communities, building capacity and the role of leadership. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with Service Design 06:18 - Why do we need to build communities in Service Design? 12:55 - How can we build capacity? 21:41 - What if leadership was different? 27:10 - Big question: What could the Service Design Academy do for you? ---------------------------------------- LINKS FROM THE SHOW Service Design Academy ➜ http://sda.ac.uk/ Open Change ➜ http://www.openchange.co.uk/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ https://youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ https://facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University ➜ http://learn.servicedesignshow.com
Thu, August 10, 2017
The blurring boundary between product and service design / Mark Rolston / Episode #33
Does it even make sense to separate product from service design these days? Mark Rolston talks about how these the worlds have been blending into each other. We also talk about the new design materials: data and intelligent systems! We must inherently design for dynamism, but how?! Awesome episode. ---------------------------------------- EPISODE GUIDE 2:30 - First encounter with Service Design 5:03 - What is changing in our relationship with products and services? 19:50 - What is happening in the greater world of product design? 29:17 - How do we move forward? 34:50 - Big question: Do you feel truly integrated with product design? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow
Thu, July 27, 2017
Is there craftsmanship in Service Design / Mahmoud Abdelrahman / Episode #32
How do you become a service design craftsman. What does it take? Is it even possible? Mahmoud Abdelrahman shares his thoughts on this topic. We also discuss how we can design for a better project experience. And finally Mahmoud gives an update on the service design landscape in the Middle East. ** Customer Advocacy Posters https://www.linkedin.com/pulse/customer-advocacy-posters-mahmoud-abdelrahman ---------------------------------------- EPISODE GUIDE 2:15 - First encounter with Service Design. 4:03 - How far can you come when you start as an academic researcher? 11:30 - How can we create a corporation where design is allowed to play a big role? 18:52 - How can we build a well working design team? 25:34 - Big question: How do you go about creating slow improvements in your organisation? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow
Thu, July 13, 2017
Service Design for organisations, politics and welfare / Stefan Holmlid / Episode #31
What happens in an organisation when a service design project ends? What can we do to make sure that an organisation has the capabilities to continue on the customer centric path? Service design veteran Stefan Holmlid also talks about designing for systems in which welfare isn't tied to a fixed location. And finally we discuss the relationship between politics and design(ers). A lot of the things we talk about in this episode surrounding the organisational capabilities part are based on the PhD publication by Lisa Malmberg called "Building Design Capability in the Public Sector: Expanding the Horizons of Development" ➜ https://goo.gl/NsSFex ---------------------------------------- EPISODE GUIDE 2:23 - First encounter with Service Design. 5:08 - Why are we talking about building organisational capabilities? 14:14 - What are nomadic welfare systems? 22:45 - How far can designers go? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜facebook.com/servicedesignshow
Thu, June 29, 2017
Service Design Trend Report - Summer 2017
Learn about the trends that are shaping service design. These trends are based on the patterns that have emerged from the last 10 episodes of the Service Design Show. The trends that are addressed in this episode: 1. Unboxing Design Thinking 2. Designing better design teams 3. Culturalizing design methods Let us know us know in the comments what you consider an important trend in service design! Trend Report # 1 ➜ https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2016 Trend Report # 2 ➜ https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2016-2017 ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow
Thu, June 15, 2017
Is there a future for design (thinking) / Doreen Lorenzo / Episode #30
We need to move beyond design thinking bootcamps and help people to understand design at a deeper level according to Doreen Lorenzo. Doreen stresses the need for teaching critical thinking and creative problem solving in education. And finally we talk about why businesses still aren't putting the right value on empathy. ---------------------------------------- EPISODE GUIDE 2:23 - First encounter with Service Design. 5:03 - Have we created a FAD? 11:12 - Why have we decided in education to begin to test children and leaving off problem solving? 20:11 - Why haven’t we put the appropriate amount of value on empathy? 25:38 - Big question: What are the things preventing designers being successful? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow
Thu, June 01, 2017
The secrets of winning design teams / Fabian Segelström / Episode 29
How can you make design teams succeed? Fabian Segelstöm talks about what he does at Länsförsäkringar to make sure everyone in his team can perform to their fullest potential. We also discuss how winning design awards helps to build internal leverage. Fabian also shares his personal journey how he transitioned from being an academic researcher to a design director. Fabians PhD paper: Stakeholder Engagement for Service Design How service designers identify and communicate insights Download ➜ http://bit.ly/1dCEwSq (PDF) ---------------------------------------- EPISODE GUIDE 2:15 - First encounter with Service Design. 4:03 - How far can you come when you start as an academic researcher? 11:30 - How can we create a corporation where design is allowed to play a big role? 18:52 - How can we build a well working design team? 25:34 - Big question: How do you go about creating slow improvements in your organisation? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow
Thu, May 18, 2017
How organisations become more customer centric / Jose Mello / Episode #28
What's the secret to turning transaction organisations into ones that are customer ceetric? Jose Mello shares his insight on this topc. Next to that we also talk about how to create meaningful insights. Finally we discuss if everyone is already a designer. On the Service Design Show we discuss how to make a POSITIVE IMPACT through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us! ---------------------------------------- EPISODE GUIDE 1:59 - First encounter with Service Design. 4:05 - How can we make organisations more customer centric? 11:00 - What if we took a different approach to insights? 20:02 - When will we all become designers? 27:14 - Big question: What was your most powerful insight? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, May 04, 2017
Every service has its own rhythm that must be orchestrated and designed / Marcus Lui / Ep #27
Marcus Lui talks about why it's important to design for different service rhytms. We discuss how great service concepts can fail because they don't respect the social relationships in a certain culture. Next to this explore the balance between keeping your customers safe and secure without compromising their convenience too much. Finally Marcus raises the question how much design thinking do we need. On the Service Design Show we discuss how you can make a positive impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation, Organisational Change and Creative Leadership we'd love to have you subscribe. ---------------------------------------- EPISODE GUIDE 2:14 - First encounter with Service Design. 4:28 - Why does urban density and the perception of time to do with service design? 11:18 - How much do we have to consider social relationships and service design? 19:20 - How far can we go in keeping our customers safe without compromising too much of their convenience. This balance? 26:44 - Big question: How much design thinking? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, April 20, 2017
How to turn strategy into action using service design / Lisa Lindström & Kristina Carlander / #26
Actionable strategy! That is what service design can bring according to Lisa Lindström and Kristina Carlander. Lisa and Kristina also talk about closing the gap between traditional and digital services. Finally we talk about adopting "non-linear" decision making and the change it requires in leadership style. On the Service Design Show we discuss how you can make a positive impact through design. If you're interested in ** SERVICE DESIGN **, ** DESIGN THINKING **, ** CUSTOMER EXPERIENCE **, ** BUSINESS INNOVATION **, ** ORGANISATIONAL CHANGE ** and ** CREATIVE LEADERSHIP ** we'd love to have you SUBSCRIBE ➜ https://goo.gl/TMTBiF ---------------------------------------- EPISODE GUIDE 2:11 - First encounter with Service Design. 4:45 - When will we stop talking about digitalisation and see digital as something natural in services? 8:31 - How can we make service design contribute to an actionable strategy? 15:39 - When will non-linear decision making take over from linear? 22:45 - Big question 1: Why don’t you start more companies? 23:27 - Big question 2: How do we expand our minds to grasp everything? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, April 06, 2017
How the Dubai government is designing for customer happiness / Muna Al Dhabbah / Episode #25
Customer happiness! That is what the government of Dubai in the UAE is aiming for. Muna Al Dhabbah talks about how they use design to create positive and engaged society. We also talk about the differences between designing private and public services. ---------------------------------------- EPISODE GUIDE 1:56 - First encounter with Service Design. 4:08 - What if government has engaged customers and suppliers in each stage of service improvement? 12:03 - Why do we need to study public-government relationship design? 17:17 - How far is the UAE going with the customer happiness projects? 24:52 - Big question: How would you design for happiniess? ---------------------------------------- On the Service Design Show we discuss how you can make a positve impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us! MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, March 23, 2017
What you must know about service design in greater China / Elaine Ann / Episode #24
Understandig how service design works in China can greatly benefit your own practice. Elaine Ann talks about how she innovated service design methodologies for the west to make them fit with the Chinese culture. We also touch upon the topic of business design vs. service design. On the Service Design Show we discuss how you can make a positve impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us! ---------------------------------------- EPISODE GUIDE 2:09 - First encounter with Service Design. 4:07 - What if service design is in greater China? 10:47 - How much difference is there between design methodologies in the west and greater China? 19:55 - Why service design vs. business design? 25:52 - Big question: How do service design methodologies work in different cultures? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, March 09, 2017
CX Navigator, mindset change and the hurdle of uncertainty / Maik Medzich / Episode #23
This episode with Maik Medzich is all about the question how to spread a customer centric culture throughout a (very) large corporate. Maik talks about the CX navigator community that he started within Deutsche Telekom and how it came to be the succes it is today. We also discuss the big topic of dealing with uncertainty and how to give people the confidence to act. Hit that LIKE button and help to SHARE the episode. Thanks! Subscribe ➜ https://goo.gl/TMTBiF ---------------------------------------- EPISODE GUIDE 2:05 - First encounter with Service Design. 4:08 - Why did we setup the CX navigator community? 12:49 - When will we achieve the mindset change? 21:11 - How can we overcome the hurdle of uncertainty? 28:40 - Big question: how can we help projects deal with uncertainty? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, February 23, 2017
Think about the journey forget about the map / Kerry Bodine / Episode #22
This episode with Kerry Bodine is all about the customer journey. First Kerry argues for the fact that we should spend less time making customer journey maps. Or maybe not even make these maps at all. Next we talk about the idea of putting the journey at the center of customer driven innovation. This raises the question if we do so how far can or should we organize around this journey? Finally Kerry ask her big questions that focuesses on the role of customer experience in times of uncertainty. ---------------------------------------- EPISODE GUIDE 1:40 - First encounter with Service Design. 2:48 - What if we didn’t create maps? 12:02 - What if we rethink the key principle for customer experience? 19:42 - How far should we go to organize around the customer journey? 27:12 - Big question: How are you making your role essential? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, February 09, 2017
Commodification of design, business fluency and prototyping policy / Jess McMullin / Episode 21
How do we design and prototype something complex like policy? Jess McMullin shares his experiences on this topic. We also touch on the topic of everyone starting to adopt design tools and approach also known as the commodification of design. Finally we talk about the need for designers to become more fluent in the business language. To close off Jess invites you to comment on what designers can to in order to work on solving better problems. Subscribe ➜ https://goo.gl/TMTBiF ---------------------------------------- EPISODE GUIDE 1:47 - First encounter with Service Design. 6:45 - How much will design be commodified? 15:12 - How can we develop business fluency? 23:18 - How can we prototype policy? 32:39 - Big question: How can we solve better problems? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, January 26, 2017
Service Design Trend Report - Winter 2016 / 2017
In this episode we talk about 3 major trends that are shaping the service design field in the winter of 2016 / 2017. These trends have emerged as patterns from the last 10 episodes of the show. The trends that we'll be discussing in this trend report are: 1. Artificial intelligent services 2. Democratizing Service Design 3. Doing the right thing What do you consider the most important trend? Join the discussion and share your thoughts in the comments below. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, January 12, 2017
Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20
Did you know every company is already doing service design without even know it? Mauricio Manhaes talks about that in this episode. We also discuss how to asses and evaluate Service Designers and why Service-Dominant Logic has the potential to leap Service Design 10 years ahead. ---------------------------------------- EPISODE GUIDE 1:45 - First encounter with Service Design. 3:25 - Who are Service Designers? 9:52 - Why Service Design from an economic business cycle perspective? 18:12 - How can we define Service Design (from the Service-Dominant logic perspective)? 27:19 - Big question: How to get this message across? ---------------------------------------- RELATED LINKS Human-Centered is Dead: moving to a Non-Centered era? https://goo.gl/SttSMl Understanding Service Design through the Economic Business Cycle https://goo.gl/4jcN6r From beginning to end: everything is service! https://goo.gl/YMcP8l ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, December 29, 2016
Giving service design away, going in-house and the need for a compelling vision / Jamin Hegeman / 19
We need to be giving service design away. At least according to Jamin Hegeman. Jamin has moved from Adaptive Path to become the head of design at Capital One financial services division. We talk about why he did that. And finally we address the need for a compelling vision and how management people are missing the point here. ---------------------------------------- EPISODE GUIDE 2:00 - First encounter with Service Design. 3:55 - What does giving service design away mean? 12:15 - Why did I go in-house? 21:00 - What is a compelling vision? 28:46 - Big question: what are the big questions within service design? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, December 15, 2016
Superhuman services, Scaling Naturally and Storydoing / Stefan Mortiz / Episode #18
How do we keep the human touch in services that are being automated using artificial intelligence? Service Design veteran Stefan Moritz also talks about the need for a new perspective on scaling and how we need to move from storytelling to storydoing. ---------------------------------------- EPISODE GUIDE 4:18 - First encounter with Service Design. 6:22 - How can we be superhuman? 13:19 - What if scaling was possible? 22:04 - Storydoing… 30:04 - Expert Tip: Do and reflect! 32:44 - Big Question: What can we do to reduce fear? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Thu, December 01, 2016
How can services help to extend the BWM experience / Holger Hampf / Episode #17
What is the value of Service Design from the perspective of one of the world largest car manufacturers? Holger Hampf who is the head of user experience at BMW Group shares his thoughts on how services can be used to extend the BMW experience. We also talk about designing for freedom and joyful experiences. ---------------------------------------- EPISODE GUIDE 1:54 - First encounter with Service Design 5:17 - How can we extend the feeling of freedom? 10:22 - How much integration do we need? 16:01 - How can we achieve joyful experiences? 21:38 - Expert tip: be sensitive to other disciplines. 23:48 - Big question: personal mobility systems. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow
Fri, November 18, 2016
Merging Chinese culture with western philosophy through service design / Amy Ip / Episode #16
Is it possible to merge the western design philospohy with the Chinese culture? Amy Ip shares her thoughts on this topic. We also talk about the value of design for Chinese clients and finally we touch upon the need to transform design education in China. ---------------------------------------- EPISODE GUIDE 1:23 - First encounter with Service Design. 3:16 - Why do we need to reform design education? 14:17 - Who are Chinese clients? 22:10 - How can we practice Service Design within a coorperation? 30:29 - Expert tip: polish your communication skills. 32:04 - Big question: how can I help young designers to rebel? ---------------------------------------- ABOUT AMY IP Amy on LinkedIn ➜ https://goo.gl/U1LddS ➜ http://awards.ixda.org/juror/2015-amy-ip/ ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow
Thu, November 03, 2016
How to make service design work with no money, time or support / Megan & Erik / Episode #15
Where do you start when you are passionate about service design but don't have very limited resources? Megan Miller and Erik Flowers started a community called practicalservicedesign.com to anwser this question. We also talk digital services and jobs to be done! ---------------------------------------- EPISODE GUIDE 1:42 - First encounter with Service Design. 4:54 - Why is ultimate practicality one of todays topics? 14:23 - Why is jobs to be done the hot topic on slack? 22:34 - When will cyber services be ready to adopt Service Design? 29:12 - Expert tip: Join the community, start doing and make it visual! 33:39 - Big question: did I overspecialize? ---------------------------------------- ABOUT MEGAN MILLER & ERIK FLOWERS Megan on Twitter ➜ https://goo.gl/O8XkZw Erik on Twitter ➜ https://goo.gl/LYwzUO LINKS FROM THE SHOW http://PracticalServiceDesign.com PracticalServiceDesign Slack channel ➜ https://goo.gl/DRNYBa ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow
Thu, October 20, 2016
Leveraging the Customer Journey as a dynamic change plan / Daniel Ewerman / Episode #14
How do you put customers at the heart of your business? Daniel Ewerman talks about the power of the customer journey when it's treated as a change plan instead of a deliverable. We also talk about the need to design service organisations not just services. ---------------------------------------- EPISODE GUIDE 1:25 - Daniels first encounter with Service Design. 5:17 - Why do organisations fail to put the customers at the center of their business? 14:00 - Why service design(ers) shouldn’t design services but organisations? 22:12 - What if the customer journey is a dynamic change plan? 28:01 - Expert tip: get yourself familiair with the language. 29:18 - Big question: how to create ownership of the change plan? ---------------------------------------- ABOUT DANIEL EWERMAN Twitter ➜ https://goo.gl/6WgiAw LinkedIn ➜ https://goo.gl/3j9rzu LINKS FROM THE SHOW Transformator Design ➜ https://goo.gl/8AXngy Custellence ➜ https://goo.gl/x5kQon Customer experience: why some organisations succeed - and others don't (book) ➜ https://goo.gl/cTVBma ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow
Thu, October 06, 2016
How to express any service using 4 fundamental elements / Xin Xiangyang / Episode #13
Professor Xiangyang Xin talks about the fundamental elements that make up a service. Without a clear understanding of these elements it's impossible to design and express services. We also talk about the core skills a service designer needs. ---------------------------------------- EPISODE GUIDE 1:53 - First encounter with Service Design. 6:28 - How can we express a service? 14:21 - How many skills do service designers need? 22:28 - What is a service? 27:24 - Expert tip: be an interesting and good human being 29:30 - Big question: what does it mean to be a service receiver? ---------------------------------------- ABOUT XIN XIANGYANG Twitter ➜ https://goo.gl/RLv8rp LinkedIn ➜ https://goo.gl/FZVNSb ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow
Thu, September 22, 2016
Adding some Brazilian flavour to the service design mix / Luis Alt / Episode #12
Luis Alt talks about the next generation service providers, the positive and negative aspects of the service culture in Brazil and finally why we need to rethink and humanize the relationship companies have with their customers. ---------------------------------------- EPISODE GUIDE 1:14 - First encounter with Service Design. 5:08 - How can we make the service culture better in brazil? 14:02 - Who are the next great service providers? 20:42 - What if we thought about relationships with companies as with humans? 27:41 - Expert Tip: Bridge the gap and start doing. 30:23 - Big question: Are you aware of the impact you have on the world around us? ---------------------------------------- ABOUT LUIS ALT Luis on Twitter ➜ https://goo.gl/RLv8rp Personal site ➜ https://luisalt.com/ ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow
Thu, September 08, 2016
Understanding Service Design in Asia / Patti Hunt & Kristin Low / Episode #11
Patti Hunt and Kristin Low talk about Service Design in Asia and the lack of urgency for it. We also dive into the topic of Artificially Intelligent services. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow
Tue, September 06, 2016
Service Design Trend Report / Summer 2016
In this episode we talk about the 4 major trends that are shaping the service design field in the summer of 2016. These trends have emerged as patterns from the first 10 episodes of the show. What do you consider the most important trend? Join the discussion and share your thoughts in the comments below. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ http://soundcloud.com/servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow
Thu, August 11, 2016
Service Design is fractal / Andy Polaine / Episode #10
Andy shares his ideas on the fractal nature of service design. Or in other words at level should you be designing a service to really make an impact. ---------------------------------------- EPISODE GUIDE 1:20 - First encounter with Service Design. 4:21 - How far can Service Design go (the fractal nature of SD)? 11:27 - How can we design services end to end? 20:03 - Who are / is doing design from within? 28:15 - Expert Tip: become a more interesting person. 31:32 - Big Question: why do you see the world that way? ---------------------------------------- ABOUT ANDY POLAINE Personal site ➜ http://www.polaine.com/ Andy on Twitter ➜ https://goo.gl/Jpn6Sp LinkedIn profile ➜ https://goo.gl/K55F3N LINKS FROM THE SHOW Fjord Evolution ➜ https://goo.gl/yw2yq9 Service Design: From Insight to Implementation (book) ➜ https://goo.gl/2yGRBv
Thu, July 28, 2016
Linking Service Design to business value / Damian Kernahan / Episode #9
Damian Kernahan talks about why service design needs to do a better job at articulating the value it creates for business and consumers. ---------------------------------------- EPISODE GUIDE 1:32 - First encounter with Service Design. 5:50 - What if we actually implemented more service design work? 13:48 - What is the clear value proposition of service design? 18:34 - How can we link service design and customer experience improvement to value? 24:17 - Expert tip: read (a lot)! 27:04 - Big question: what is the killer value proposition for the service design category, whats the biggest problem it solves? ---------------------------------------- ABOUT DAMIAN KERNAHAN Damian on Twitter ➜ https://goo.gl/30Q3TG LINKS FROM THE SHOW Proto Partners ➜ http://goo.gl/4zWRX3 Journey to the interface (pdf) ➜ http://goo.gl/7gxlXi Running Lean (book) ➜ https://goo.gl/qBsXAP Kerry Bodine ➜ http://goo.gl/BwjzEl
Thu, July 14, 2016
The secret to building a customer centric culture / Dave Gray / Episode #8
Dave Gray talks about why understanding Organisational culture is more important than ever and how norms, habits and behaviours shape that Organisational culture. ---------------------------------------- EPISODE GUIDE 1:22 - First encounter with Service Design. 3:49 - How might we create more customer centric organisations? 10:02 - Why do I say culture is norms, habits and behaviours? 25:19 - How can we shift the internal workings? 30:05 - Beginners tip: find those peers and start learning from them! 32:15 - Daves question for the viewers. 32:45 - A brief insight into Liminal Thinking. ---------------------------------------- ABOUT DAVE GRAY @DaveGray ➜ https://goo.gl/P3W3Me ➜ http://xplaner.com/ ➜ https://medium.com/@davegray LINKS FROM THE SHOW XPlane ➜ http://goo.gl/5l9Wwu Culture Map ➜ http://goo.gl/FU6XRo Gamestorming (the book) ➜ http://goo.gl/B7bQPP The Connected Company (the book) ➜ https://goo.gl/kjeJc9 Liminal Thinking (the book) ➜ http://goo.gl/K2Cw4m Liminal Thinking The pyramid of belief (video) ➜ https://goo.gl/TzG52t Service Design Chapter in St. Louis ➜ https://goo.gl/1bPg22
Thu, June 30, 2016
Getting your boss to prototype customer experience / Adam Lawerence / Episode #7
Adam Lawrence talks about the power of jamming, the relationship between work and play and about using theater as a toolset within service design. ---------------------------------------- EPISODE GUIDE 0:49 - First encounter with Service Design. 6:08 - How can we Jam to find our next next big idea? 14:28 - Why do work and play fit well together? 21:10 - What if theater was a toolset? 29:25 - Beginners tip: do research and prototype! 30:32 - Adams question: how can I do this using fewer words? ---------------------------------------- ABOUT ADAM LAWRENCE @AdamStJohn ➜ https://goo.gl/Gx2Wn0 Work * Play * Experience ➜ http://goo.gl/CqrucF LINKS FROM THE SHOW Global Service Jam ➜ http://goo.gl/dKJNYv Global Sustainability Jam ➜ http://goo.gl/xbA0Wy Global Gov Jam ➜ http://goo.gl/fyEZcR Applied Improvisation Network ➜ http://goo.gl/EvH6wj This is Service Design Doing (book) ➜ http://goo.gl/laTuwm
Thu, June 16, 2016
What Service Design can learn from the olympics / Alex Nisbett / Episode #6
Alex Nisbett talks about customer performance, designing great public services and building internal service design capacity. ---------------------------------------- EPISODE GUIDE 1:04 - First encounter with Service Design 3:02 - How can we design for Customer Performance? 12:42 - Who are building [service design] capacity? 20:40 - What if public services became better than commercially provided ones? 26:45 - Beginners tip: Go out and make a difference! 28:56 - Question: Will the need for design research disappear? ---------------------------------------- ABOUT ALEX NISBETT @AlexNisbett ➜ https://goo.gl/wl2pEI Alex on LinkedIn ➜ https://goo.gl/rnjjH1 LINKS FROM THE SHOW Service Design for Business book ➜ http://goo.gl/fTgXc4 Livework ➜ http://goo.gl/Jsb1dO Policy Lab UK ➜ https://goo.gl/Ej51pI Government Digital Service ➜ https://goo.gl/f283YU
Thu, June 02, 2016
Tackling the biggest challenge within design education / Lauren Currie / Episode #5
Lauren Currie talks about redesigning design education, decreasing product consumption and the value of design. ---------------------------------------- EPISODE GUIDE 1:05 - First encounter with Service Design 3:18 - What if design education transforms the role of designers in society 9:40 - How much has Service Design changed at scale how society consumes stuff 16:32 - How can we get better at articulating the value of design 21:29 - The beginners tip: redesign a service that makes you angry 23:09 - A question for the viewers ---------------------------------------- ABOUT LAUREN CURRIE @RedJotter ➜ https://goo.gl/ZP3u4k RedJotter blog ➜ http://goo.gl/Neh8Io LINKS FROM THE SHOW General Assembly ➜ https://goo.gl/p3q9Y4 Kaos Pilots ➜ http://goo.gl/YksFjz MAKLab ➜ http://goo.gl/z2mP0Z Makerversity ➜ http://goo.gl/KyhQLX
Thu, May 19, 2016
Design better services through experience prototyping / Erik Roscam Abbing / Episode #4
Experience prototyping can help you design better services! Curious how? Check out this episode with Erik Roscam Abbing. ---------------------------------------- EPISODE GUIDE 1:04 - Your first encounter with Service Design. 4:05 - Why are organisations internalizing Service Design? 12:33 - What if we could prototype experiences? 21:41 - When will HR departments require elements of Design Thinking? 29:18 - The beginners tip. 32:35 - Question for the viewers. ---------------------------------------- ABOUT ERIK ROSCAM ABBING @RoscamAbbing ➜ https://goo.gl/MRl7NV Erik on LinkedIn ➜ https://goo.gl/NQ7L7G LINKS FROM THE SHOW Zilver Innovation ➜ http://goo.gl/5WiFK1 Brand Driven Innovation ➜ http://goo.gl/DlBu4m
Thu, May 05, 2016
Service Design shouldn't be a department / Arne Van Oosterom / Episode #3
How do you scale Service Design? Just one of the topic in this episode of the Service Design Show featuring Arne van Oosterom. ---------------------------------------- EPISODE GUIDE 0:55 - Your first encounter with Service Design. 6:19 - How should we scale Service Design? 14:26 - Why do we need to move beyond buzzwords? 23:12 - Who are the Service Designers? 32:57 - The beginners tip. 34:21 - Question for the viewers. ---------------------------------------- ABOUT ARNE VAN OOSTEROM @DesignThinkers ➜ https://goo.gl/iAsP9Z @ArneVanOosterom ➜ https://goo.gl/4b0M18 LINKS FROM THE SHOW Design Thinkers Group ➜ http://goo.gl/hdDJ0r Design Thinkers Academy ➜ http://goo.gl/0QxI2e
Thu, April 21, 2016
How much value does Service Design create / Birgit Mager / Episode #2
Can we measure how much value Service Design creates? This and more in this episode of the Service Design Show featuring Birgit Mager. ---------------------------------------- EPISODE GUIDE 2:17 - Global Service Design Conference 2016 in Amsterdam 4:23 - What is your first memory of Service Design 7:46 - How can we make sure that the uniquenss of Service Design will be saved 12:52 - The Service Design Day on June 1st 2016 #SDDay 18:08 - How much value does Service Design create 27:02 - Birgits tip for aspiring Service Designers 28:35 - Question for the viewers ---------------------------------------- ABOUT BIRGIT MAGER @BiSDN ➜ https://goo.gl/0ZYsTk Birgits profile on at the Service Design Network ➜ https://goo.gl/jsWFVK LINKS FROM THE SHOW Service Design Network ➜ https://goo.gl/C9OpCV Service Design Global Conference 2016 ➜ https://goo.gl/4usf68 #SDDay / Service Design Day ➜ https://goo.gl/XVUv6H
Sat, April 16, 2016
A Customer Journey Map is not a ****ing deliverable / Marc Stickdorn / Episode #1
What is the difference between UX, CX, Design Thinking and Service Design? This and more in this episode of the Service Design Show with Marc Stickdorn. ---------------------------------------- EPISODE GUIDE 1:10 - First encounter with Service Design. 4:30 - Why do we have so many names for doing design? 9:10 - When will we finally do really good research in practice? 15:45 - How much technology do we actually need in Service Design? 24:55 - Marcs golden tip for aspiring Service Designers. 25:56 - Question for the viewers ---------------------------------------- ABOUT MARC STICKDORN @MrStickdorn ➜ https://goo.gl/AU7nfW MarcStickdorn.info ➜ http://goo.gl/k2908S LINKS FROM THE SHOW This Is Service Design Thinking ➜ http://goo.gl/l334xR Smaply ➜ http://goo.gl/ikrLwe Experience Fellow ➜ http://goo.gl/JLbB4S
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