Episoder

  • 00:35:22

    Synchronizing Business and Design / Victor Lidoy / Episode #58

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    Think about it... already back in the 60s companies were designing and delivering great service. That was way before service design or design thinking caught on with the masses. So how did they do it back then? What was their strategy for success? And what can we learn from that today.

    In this episode Victor Lidoy shares his experience as a design director at LATAM Airline which has been in the game of delivering a service for over a century now.

    We also discuss what kind of incentives companies can put into place as to facilitate good design? What are the triggers that accelerate the adoption of a customer centric mindset and way of working.

    Finally we talk about why designers should just do design but talk business!

    The big question in this episode is...

    How would you embed design in a process driven organization?

    Leave your thoughts in the comments! And join the conversation.

    ----------------------------------------

    EPISODE GUIDE
    01:50 - The first encounter with Service Design.
    03:30 - How did they manage to design great services before design thinking appeared?
    14:05 - Why should we care about the incentives a company has to deliver good design?
    25:00 - Talk business and do design?
    32:40 - Big Questions: How would you embed design in a process driven organization?

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Victor on LinkedIn ➜ https://go.servicedesignshow.com/nru5w

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    https://go.servicedesignshow.com/instagram

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

  • 00:31:51

    Designing the best Airport Experience / Stine Marsal / Episode #57

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    Airports are a stresful enviroment. A lot of things happen and people are always in a rush. How can you impact the actual passenger experience as a service designer in these conditions.

    In this episode Stine shares her most important lessons she's learned being the Service Excellence Director at the Copenhagen Airport.

    We also talk about how to use customer feedback to drive change and innovation without huge budgets or large in-depth studies.

    And finally you'll learn how what it takes to translate high level strategy into the daily operation. Making sure that strategy isn't just a nice poster on the wall but really something that really impacts how you operate as an organisation.

    ----------------------------------------

    EPISODE GUIDE
    02:10 - The first encounter with Service Design.
    03:30 - Why use customer feedback?
    13:15 - What if you need to design an experience in a high stress environment?
    22:20 - How can we make strategy work?
    30:30 - Big Questions: What was your best airport experience?

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Stine on LinkedIn ➜ https://go.servicedesignshow.com/r8vj1

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    https://go.servicedesignshow.com/instagram

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

  • Manglende episoder?

    Klik her for at forny feed.

  • 00:35:56

    Love, Critical Thinking & Innovation / Roberto Verganti / Episode #56

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    What's the value of creativity in a world that is filled with ideas? How do you know which ideas are valuable and which ones are just noise? Roberto Verganti talks about the lost art of critical thinking and why we need design critique today more than ever.

    If you had to delete all the apps on your phone and were allowed to just keep one? Which one would you choose? Your goal as a designer should be to deliver that app (or product or service). But what's the secret to designing apps, products and services that people actually LOVE?

    And finally we discuss what it would take to get people more engaged in innovation. Because when people are more engaged the chance of ideas actually getting implemented increases exponentially!

    During this episode we also announce a giveaway contest where you can win a unique signed copy of Roberto's latest book called Overcrowded! Check the episode on YouTube for all the details.

    ----------------------------------------

    EPISODE GUIDE
    04:15 - The first encounter with Service Design.
    06:30 - Who are the creative people in a world where everyone is creative in a way?
    16:00 - How can we design services and experiences that people love?
    27:40 - What if we would find new ways to engage people in innovation?
    34:40 - Book giveaway contest!

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Roberto on LinkedIn ➜ https://www.linkedin.com/in/roberto-verganti-95880410/
    * Overcrowded: Designing Meaningful Products in a World Awash with Ideas (book) ➜ https://amzn.to/2Bvd38Q

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    https://go.servicedesignshow.com/instagram

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

  • 00:33:21

    Can design make government services human centered again / Jeneanne Rae / Episode #55

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    There is a design revolution going on in the US government. More and more government agencies are adopting design to create and deliver more human centered services.

    In this episode Jeneanne Rae talks about what is driving this quick adoption of design and what's needed to accelerate it even further.

    We discuss the value design brings to government and how to clearly communicate that value to stakeholders.

    And finally we touch upon some of the challenges that are associated with spreading design across government.

    ----------------------------------------

    EPISODE GUIDE
    02:02 - The first encounter with Service Design.
    03:36 - What is the state of design in the government space in the United States
    11:35 - What is the value of design to government agencies
    21:20 - What are the challenges associated with this kind or transformation
    29:20 - Big question: How do you spread the use of service design

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Jeneanne on LinkedIn ➜ https://www.linkedin.com/in/jeneannerae/
    * Center for Government Insights ➜ https://go.servicedesignshow.com/36xqp
    * 18F ➜ https://18f.gsa.gov/
    * Design Value Index ➜ https://go.servicedesignshow.com/-d-ex

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    https://go.servicedesignshow.com/instagram

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

  • 00:47:09

    Ask Harder Questions / Jorge Arango / Episode #54

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    What does it mean to design healthier societies? And what's actually needed in order to do that... just one of the things Jorge Arango talks about in this episode.

    Have you ever considered how contexts influence our behaviour? We've known this for quite some time in architecture and have become quite well at delivering physical contexts that are fit for purpose.

    But it seems that we still have a way to go when it comes to designing digital contexts. One of the challenges with this according to Jorge is that we're designing too much for the short term and don't consider the long term effects.

    Finally we talk about how language has become the primary design material these days. And how you can get into some serious trouble when you don't use this material in a mindful way. Is the news feed on Facebook really a *news* feed?

    The BIG question Jorge poses is...
    "How might you help stakeholders avoid unintended consequences?"

    Not bad, you actually read the description of this episode! Now go and enjoy the episode :)

    ----------------------------------------

    EPISODE GUIDE
    06:00 - The first encounter with Service Design.
    09:30 - When will we start designing for healthier societies
    22:35 - How can we make sense of the contexts that we are creating in the world
    31:35 - What is the effect of language on the contexts that we design
    43:50 - Big question: How might you help stakeholders avoid unintended consequences

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Jorge on LinkedIn ➜ https://go.servicedesignshow.com/pemr_
    * Personal site ➜ https://jarango.com/
    * Living in Information - Responsible Design for Digital Places (book) ➜ https://go.servicedesignshow.com/n14a6
    * Finite and Infinite Games (book) ➜ https://amzn.to/2LAL2k2

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    https://go.servicedesignshow.com/instagram

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

  • 00:34:00

    What's next for Service Design / Gerry Scullion / Episode #53

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    What happens after everyone has gone through a service design or design thinking training? What's next?!

    Gerry Scullion hosts the This is Human Centred Design podcast (go check it out!) and knows a thing or two about doing Service Design.

    In this episode we talk about how we can democratise service design and make it even more inclusive. Inviting even more people from outside the field to participate.

    We also touch upon the brand of Design Thinking. There seems to be a growing number of people in the design community that raise big question marks when they hear this term. But according to Gerry there is some (a lot) of value in Design Thinking as a brand.

    Finally we discuss what it means to successfully embed service design in an organisation. Is having a dedicated team enough or should we take a different approach to this?

    The BIG question in this episode is...
    "Does accreditation of service design matter?"

    Reach out to me on LinkedIn if you enjoyed this episode. I would love to hear from you!

    ----------------------------------------

    EPISODE GUIDE
    04:08 - The first encounter with Service Design.
    05:40 - Why the democratisation of design is important?
    12:12 - Why the brand of Design Thinking is important?
    20:34 - How can we embed service design?
    31:17 - Big question: Does accreditation of service design matter?

    ----------------------------------------

    LINKS FROM THE EPISODE
    * This is Human Centered Design ➜ https://www.thisishcd.com/
    * Gerry on LinkedIn ➜ https://www.linkedin.com/in/gerryscullion/
    * Transform: A rebel’s guide for digital transformation (book) ➜ https://go.servicedesignshow.com/0ef08

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

  • 00:06:53

    How to kickstart your Service Design career

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    Here are 3 ways that can help to kickstart your career as a service designer.

    Although the number of job listings for service designers is growing by the day it doesn't mean that it's easy to actually land a job.

    It can feel especially challenging when you don't have the formal educational background or a rich portfolio filled with hands on experience.

    In this episode I share 3 ways that should help to get your service design career of the ground.

    Looking for a short summary? Make sure you study the field, just start doing it, don't wait for permission and leverage your existing skills.

    ----------------------------------------

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

  • 00:06:39

    Design Thinking versus Service Design. Is there difference?!

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    There is so much talk about design thinking these days. And it tends to confuse a lot of people when they also encounter service design.

    I think is a lot of overlap between these two terms but there are absolutely also some meaningful distinctions.

    In this episode I'll explain which term I use (not that hard to guess) and what my perspective is on the differences.

    This episode is the first one that I'm doing in a new format. In the new format I try to answer, or at least give my perspective on, specific questions that you have.

    I'd love to hear from you which topics you'd like to see in the upcoming episodes! If there's something on your mind be sure to reach out to me on LinkedIn.

    ----------------------------------------

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    servicedesignshow.com/free-course

  • 00:36:56

    How To Unlock The True Power Of User Research / Steve Portigal / Episode #52

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    By now we all know that storytelling is one of the most powerful tools in the service design toolbox. But can we also use storytelling to actually improve our own practice? Steve Portigal thinks so and he explains why in this episode.

    And how well aware are you of your own biases, beliefs and assumptions when you go into a project? Learning to better listen to ourselves might be a key to get more meaningful work done.

    Finally we discuss why the value of deep research is still often not aligned with the value we put on designing solutions. For this we dig into some economic fallacies that might have to do with this.

    The big question of this episode is: When has storytelling worked for you (and when did it fail)?

    Send me a message on LinkedIn if you enjoyed this episode. I would love to hear from you!

    ----------------------------------------

    [EPISODE GUIDE]
    02:34 - The first encounter with Service Design.
    04:50 - How can we use storytelling as a valid tool for developing our practice?
    15:30 - What if we were better at listening to ourselves?
    24:45 - When will we value researching the problem as much as designing the solution?
    34:05 - Big question: When has storytelling worked for you?

    ----------------------------------------

    [DISCOUNT CODE]
    Doorbells, Danger, and Dead Batteries: User Research War Stories

    Save 20% off the regular price by using "servicedesign18-20" during checkout (valid until June 30, 2018).
    https://rosenfeldmedia.com/books/user-research-war-stories/

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Steve on LinkedIn ➜ https://go.servicedesignshow.com/3x-el
    * Doorbells, Danger, and Dead Batteries: User Research War Stories (book) ➜ https://go.servicedesignshow.com/e530i
    * https://www.portigal.com/
    * https://medium.com/@steveportigal
    * https://rosenfeldmedia.com/expert/steve-portigal/

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/podcast

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    ----------------------------------------

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

  • 00:31:48

    Your Secret Service Design Toolkit / Deborah Szebeko / Episode #51

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    There are different types of service design. Did you know? Deborah Szebeko explains the balance between service innovation, service improvement and service design.

    Because if you're doing a service improvement project with a service innovation mindset it's bound to fail. And we don't want that right :)

    We also talk about designing #BusinessModels. Whenever you're designing a new service you're quite often also designing a business.

    And finally... do we rely too much on technology and process instead of relying on our intuition? What does it mean to go back to basics regarding our service design tools and methods? Can a walk through the woods be an actual method to synthesise ideas?

    A lot of questions that are worth exploring in this episode!

    ----------------------------------------

    EPISODE GUIDE
    02:28 - The first encounter with Service Design.
    04:05 - How do you know what type of service design you’re actually doing or should be doing
    11:20 - How can we use our design skills to disrupt business models
    19:02 - How can we go back to basics and explore our relationship to ourselves and nature (in order to inspire ideas that tackle solutions to our social issues)
    29:45 - Big question: How can we get more people to get the vibe?

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Deborah on LinkedIn ➜ https://go.servicedesignshow.com/xxx7e
    * How to thrive in the next economy (book) ➜ https://go.servicedesignshow.com/zdhgz

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://go.servicedesignshow.com/free-mini-course

  • 00:09:20

    Service Design Trend Report - Summer 2018

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    What are the trends within service design that you should be paying attention to? That's exactly what you'll learn in this 5th edition of the service design show trend report.

    I've gone through episodes 41 to 50 and narrowed all this great content down to 3 key trends which I've this time all formulated as a question:
    1. Is technology a treat or an opportunity for service designers?
    2. What is our added value today and what will it be tomorrow?
    3. What does scaling service design actually mean?

    I hope you enjoy this trend report!

    Don't forget to leave a comment and share what you see as the big shift that is happening in service design!

    ----------------------------------------

    If you're curious what has been said in the previous trend reports have a look here:

    Trend Report # 1
    https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2016

    Trend Report # 2
    https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2016-2017

    Trend Report # 3
    https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2017

    Trend Report # 4
    https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2017-2018

    ----------------------------------------

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://go.servicedesignshow.com/free-mini-course

  • 00:39:09

    Should you design services or experiences? / Joe Pine / Episode #50

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    In this episode Joe Pine explains why it's so important that we understand the distinctions between services and experiences.

    There are no markets. There are just customers! So we need to stop marketing and start customering. What's customering you ask? Joe explains it in detail.

    Finally we discuss the different roles of the Chief Experience Officer (CXO) and why this is a vital role in companies that want to survive in the experience economy.

    Would you like to win a SIGNED copy of The Experience Economy? Check the episode for details and read the rules below!

    ----------------------------------------

    EPISODE GUIDE
    03:00 - The first encounter with Service Design.
    06:30 - What is the difference between services and experiences?
    15:35 - How can we move from marketing to customering?
    26:47 - Who are chief experience officers?
    35:22 - Big question: Which design business are you really in?
    36:10 - Book Giveaway!

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Joe on LinkedIn ➜ https://go.servicedesignshow.com/l8523
    * Reverse Customering Masterclass ➜ https://go.servicedesignshow.com/vflir
    * The Experience Economy (book) ➜ https://go.servicedesignshow.com/l3wsh
    * The Roles of the Chief Experience Officer (article) ➜ https://go.servicedesignshow.com/lgf8b
    * Strategic Horizons ➜ https://go.servicedesignshow.com/nhl8i

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://go.servicedesignshow.com/free-mini-course

  • 00:33:47

    Service Design As Your Competitive Advantage / Idris Mootee / Episode #49

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    One of the biggest mistakes service designers make is to design for an ideal end state. In this episode Idris Mootee explains why we should stop doing that and what the alternative is.

    We also talk about economics of running a service oriented business. And how services can become a core element for differentiation.

    In this episode we're also announcing a contest in which you can win a SIGNED copy of the book by Idris called Design Thinking For Strategic Innovation! Check the episode for details and read the rules below.

    ----------------------------------------

    EPISODE GUIDE
    02:14 - The first encounter with Service Design.
    04:50 - How far should we go to stop designing for an ideal end state?
    15:03 - What are the economics of operations?
    21:00 - How can we turn services into a core element of differentiator?
    30:25 - Big question: How are you responding to the threat of automation?
    31:30 - Book Giveaway Contest!!

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Idea Couture ➜ https://go.servicedesignshow.com/y6j0x
    * Design Thinking For Strategic Innovation (book) ➜ https://go.servicedesignshow.com/sdtl5
    * Idris on LinkedIn ➜ https://go.servicedesignshow.com/6dutx

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    HOW TO EXPLAIN SERVICE DESIGN
    Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://go.servicedesignshow.com/free-mini-course

  • 00:32:25

    The New Frontiers Of Service Design / Doug Powell / Episode #48

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    How do you scale design beyond a single team, beyond a single department and even beyond a single country? Doug Powell is tasked at IBM to do just that!

    We also talk about the impact designers have on the big social challenges in the world. Or rather the lack of impact and what we can do about that.

    Finally we touch upon what I like to call "new design material". It's technologies like AI, VR and IoT. What do these new design materials mean for us?

    Three topics that are truly the new frontiers of service design!

    ----------------------------------------

    EPISODE GUIDE
    02:15 - The first encounter with Service Design.
    05:23 - How can we scale the practice of design at a global level?
    13:34 - How much impact can designers have on the biggest and most complex problems of the world?
    21:30 - Why do we need to be designing differently for emerging technologies?
    28:58 - Big question: What is the thing that is preventing you from doing your very best work as a designer?

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Doug on LinkedIn ➜ https://go.servicedesignshow.com/2lf3r
    * IBM Design ➜ https://go.servicedesignshow.com/_0vt2

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    THE UNIVERSITY
    Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University.
    https://go.servicedesignshow.com/university

  • 00:35:28

    How Leadership Shapes Great CX / Ryanne van der Eijk / Episode #47

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    One of the hardest things in service design is to make actual ideas a reality... the often missing link between design and implementation.

    In this episode Ryanne van der Eijk shares her experience as former Chief Experience Officer at one of the biggest airlines in the world and now designing the passenger experience at two large airports.

    We also discuss another hot topic in the industry. Being abele to consistently measure the customer experience.

    So if you're interested learning how service design is perceived at the C-level make sure you watch this episode!

    ----------------------------------------

    EPISODE GUIDE
    02:20 - The first encounter with Service Design.
    04:04 - How can we improve the link between execution and service design?
    11:55 - How can we design a memorable experience for and with many different cultures?
    22:23 - Why do companies rate their own customer experience often better than customers do?
    32:11 - Big question: how can we consistently measure the customer experience?
    ----------------------------------------

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    THE UNIVERSITY
    Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University.
    https://go.servicedesignshow.com/university

  • 00:30:39

    Use psychology to design better services / Luke Battye / Episode #46

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    How can we leverage human psychology to create a better service experience? That's the main topic in this episode with Luke Battye.

    Should we really focussing on improving the experience in certain touchpoints? Or should we focus more on searching for ways to improve the memory of the service experience...

    The last thing we discuss is how can we use psychology to help teams solve problems in less time. And who doesn't want that right?

    Super cool episode on the crossover between human psychology, behavioural economics and service design.

    ----------------------------------------

    EPISODE GUIDE
    02:23 - The first encounter with Service Design.
    04:48 - How can we take advantage of the quirks of human decision making?
    14:13 - What if we got it all wrong about experience design?
    20:50 - How can we help teams solve problems in less time?
    27:05 - Big question: What kind of services are we going to need in a world where we don’t have to work anymore?

    ----------------------------------------

    LINKS FROM THE EPISODE
    * Mindjam ➜ https://go.servicedesignshow.com/pfa39
    * Sprint Valley ➜ https://go.servicedesignshow.com/es0gw
    * Luke on LinkedIn ➜ https://go.servicedesignshow.com/53515

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    THE UNIVERSITY
    Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University.
    https://go.servicedesignshow.com/university

  • 00:41:02

    How To Unlock Your Full Potential / Chris Do / Episode #45

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    Why is it hard for designers get compensated according to the true value they are delivering? And what can we do to change that. The Chris Do shares his perspective.

    How do you define who you are? Which label do you use? This is the second topic we discuss in this episode and it's a fundamental one. Because labels can limit your opportunities to work on problems that are worth solving.

    And finally we talk about how you're more than the sum of what you produce...

    Enjoy this episode and don't forget to check out The Futur on YouTube!
    https://go.servicedesignshow.com/w7qr3

    ----------------------------------------

    EPISODE GUIDE
    02:10 - First encounter with Service Design
    03:40 - How do we design services and add value in the outcome economy?
    11:41 - Why is Service Design being used in venture as a service?
    19:48 - How might we deliver service design at speed in the era of cognitive computing?
    29:54 - Big question: How do you work at speed and scale?

    ----------------------------------------

    LINKS FROM THE EPISODE
    * The Futur ➜ https://go.servicedesignshow.com/w7qr3
    * Blind ➜ https://go.servicedesignshow.com/h8kzf
    * Chris on LinkedIn ➜ https://go.servicedesignshow.com/f9v5r

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    THE UNIVERSITY
    Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University.
    https://go.servicedesignshow.com/university

  • 00:33:35

    Closing the gap between business and design / Mauro Porcini / Episode #44

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    Are we as designers ready to take true ownership of innovation and accept all the responsibilities that this brings along? That's the major theme in this episode with Mauro Porcini who's the Chief Design Officer at PepsiCo.

    We also talk about what's needed to successfully bring in a new (design) culture into an existing organisation. A task which many have tried and failed. Mauro shares his most important lessons regarding this topic.

    And finally we discuss the characteristics of a "design thinker". Who are these people anyway?

    Hope you enjoy this episode!

    ----------------------------------------

    EPISODE GUIDE
    02:00 - First encounter with Service Design
    03:15 - Why should design drive innovation?
    10:02 - What are the characteristics of design thinkers?
    21:44 - How can we build a new culture within an established organisation
    31:34 - Big question: what kind of role should designers play in business in the future?

    ----------------------------------------

    LINKS FROM THE EPISODE
    PepsiCo Design & Innovation ➜ https://go.servicedesignshow.com/ayhrn
    Mauro on LinkedIn ➜ https://go.servicedesignshow.com/gcye5

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    THE UNIVERSITY
    Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University.
    https://go.servicedesignshow.com/university

  • 00:33:28

    Design is in every organisation / Sabine Junginger / Episode #43

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    More service designers should get involved in redesigning public services according to Sabine Junginger. We also talk about if we can make policy more effective if we look at it through a design lens. And finally, do you have a clear and concise what a service actually is? Because that's quite an important question if you consider yourself to be a service designer.

    ----------------------------------------

    EPISODE GUIDE
    01:53 - First encounter with Service Design
    04:54 - What if we are not clear about our concepts of service?
    11:55 - How can we make sense of service design in the policy cycle?
    25:24 - Why should we bother about the public sector?
    32:21 - Big question: why are you watching this?

    ----------------------------------------

    LINKS FROM THE EPISODE
    Design in Organizations Symposium ➜ https://go.servicedesignshow.com/d5_hb
    Transforming Public Services by Design (book) ➜ https://go.servicedesignshow.com/evf3g
    Sabine on LinkedIn ➜ https://go.servicedesignshow.com/djg4k

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    THE UNIVERSITY
    Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University.
    https://go.servicedesignshow.com/university

  • 00:27:14

    Is this the end of the agency / Sarah Drummond / Episode 42

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    Is there a future for service design agencies when everything goes in-house? That's the existential question Sarah Drummond asks. If we're helping organisations build internal service design capacity what will be the role of the agency in the future? We also discuss how frontline staff can be even more involved an empowered to design services.

    ----------------------------------------

    EPISODE GUIDE
    02:05 - Your first encounter with Service Design
    04:50 - How can we build capacity for service design?
    11:56 - How far can our future role go?
    18:50 - What if frontline staff were in charge of changing the system?
    24:45 - Big question: How are you being measured

    ----------------------------------------

    LINKS FROM THE EPISODE
    We Are Snook ➜ https://go.servicedesignshow.com/zsbpp
    Sarah on LinkedIn ➜ https://go.servicedesignshow.com/91nxf

    MORE EPISODES
    Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

    YOUTUBE CHANNEL
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    FACEBOOK PAGE
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    THE UNIVERSITY
    Ready to take your skills to the next level? Check out the Service Design Show University!
    https://go.servicedesignshow.com/university