Service Design Show

Service Design Show

A show where we go beyond the basic service design tools & methods to learn what it truly takes to make great services a reality.

All Episodes

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

Nov 25

52 min 48 sec

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/

Nov 18

38 min 3 sec

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

Nov 11

54 min 9 sec

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/

Nov 4

42 min 33 sec

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

Oct 28

49 min 57 sec

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/

Oct 21

51 min 9 sec

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

Oct 14

1 hr 1 min

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!

Sep 30

1 hr 1 min

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

Sep 16

1 hr 6 min

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/ ============

Sep 9

35 min 36 sec

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

Sep 2

1 hr 7 min

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/ ***

Aug 26

49 min 51 sec

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

Jul 29

58 min 46 sec

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/

Jul 22

54 min 33 sec

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

Jul 15

55 min 9 sec

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/

Jun 17

32 min 51 sec

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

Jun 10

52 min

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

May 27

59 min 15 sec

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

May 13

52 min 14 sec

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

Apr 29

1 hr 1 min

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

Apr 15

1 hr 4 min

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/

Apr 8

41 min 20 sec

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

Apr 1

46 min 41 sec

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

Mar 18

55 min 22 sec

"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

Mar 4

1 hr

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

Feb 18

46 min 50 sec

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.

Feb 11

51 min 15 sec

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

Feb 4

56 min 37 sec

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

Jan 21

49 min 49 sec

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

Jan 7

54 min 16 sec

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

Dec 2020

51 min 41 sec

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

Dec 2020

36 min 20 sec

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, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

Dec 2020

1 hr 4 min

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

Nov 2020

1 hr 5 min

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.

Nov 2020

27 min 2 sec

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

Nov 2020

48 min 8 sec

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

Oct 2020

51 min 15 sec

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

Oct 2020

49 min 51 sec

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

Oct 2020

52 min 56 sec

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

Sep 2020

37 min 3 sec

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

Sep 2020

47 min 15 sec

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

Sep 2020

46 min 40 sec

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

Aug 2020

44 min 32 sec

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

Aug 2020

54 min 34 sec

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

Jul 2020

39 min 32 sec

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

Jul 2020

51 min 53 sec

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

Jun 2020

43 min 4 sec

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

Jun 2020

33 min 27 sec

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

May 2020

40 min 22 sec

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

May 2020

28 min 35 sec