Episoder

  • 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

  • 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

  • Manglende episoder?

    Klik her for at forny feed.

  • 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

  • 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

  • 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

  • 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

  • How can you successfully drive, facilitate and guide change as a service designer?

    It helps when you're aware of the type of change process you're involved in.

    Your classic top down change process requires a significantly different approach than a bottom up crowd driven movement.

    In this episode Robert Bau talks about the 4 main change processes in an organisation and how service designers relate to them.

    Over the years Robert has identified 7 key roles a service designer can play.

    When you map these roles onto the different changes process a clear picture emerges that helps you to understand on which activities and skills you need to focus.

    The last topic in this episode is employee experience. And specifically how employee experience is the new frontier for service design.

    More and more organisations start to see that in order to deliver a great customer experience they also need to provide a great employee experience.

    Robert explains how you as a service designer can help to shape these employee experiences.

    This is an extended episode as we wanted to go in-depth so I hope you can appreciate it :)

    Know someone who might be interested in what we've discussed? Share this episode with them!

    That way you'll help to grow the Service Design Show community and help me to invite more inspiring guests like Robert.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    06:30 - The first encounter with Service Design.
    08:10 - Who is the service designer?
    16:05 - What if service designers got involved in changes processes?
    33:40 - Why employee experience?
    47:10 - Big question: What is the role of service design in change?

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/robertbau/

    * Toucpoint Magazine: Service Design and Change Management
    https://www.service-design-network.org/touchpoint/vol-11-no-3-service-design-and-change-management

    --- [ PRESENTATION ] ---

    You can download the slides Robert refers to in this episode using the link below.

    * https://go.servicedesignshow.com/e99_slides

    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    go.servicedesignshow.com/spotify

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

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

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

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    servicedesignshow.com/free-course

  • The dominant form of design privileges certain, often western oriented norms and values. This has big ethical implications and a direct impact on the people we are designing for.

    In this episode Yoko Akama shares her thoughts about how we can embrace diversity and make service design a more inclusive practice.

    It's a healthy and important conversation we need to have as a community.

    The topic of ethics within (service) design falls into a larger discussion about the future of our field.

    Yoko poses the question how we can rise above our individual interests and shape the future of our practice as a collective.

    At the end of the episode you'll learn more about the ServDes 2020 conference. Yoko is the co-chair for that event and she explains how you can become part of it.

    If you know someone who might be interested in what we've discussed please share this episode with them.

    That way you'll help to grow the service design show community and help me to invite more inspiring guests like Majid.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    03:40 - The first encounter with Service Design.
    05:25 - Why ethics?
    16:00 - How can design accommodate diversity?
    26:20 - What if we would shape service design as a collective?
    37:30 - ServDes2020.org: Tensions, Paradoxes + Plurality

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/yoko-akama-a554612/
    * https://www.servdes2020.org/
    * http://servicedesign.net.au/

    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    go.servicedesignshow.com/spotify

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

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

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

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    servicedesignshow.com/free-course

  • What is a service? No really, what is it? As you might imagine it's quite an instrumental question a service designer. But as it turns out, surprising little knowledge about services is embedded in our practice.

    So in this episode Majid Iqbal talks about service design from the service rather than from the design perspective.

    We often feel that service design is a strategic practice. Majid has a different take on that. So we talk about how strategy translates into services. And how designers can become strategists.

    One of the big challenges in our field is to get people in a project aligned around a desired outcome. The holistic nature of services requires that. Majid shares a methodology called the strategic narrative that helps to do this.

    Finally at the end of the episode there's a book give contest where you can win a signed copy of Majids book. Check the detail below.

    If you know someone who might be interested in what we've discussed please share this episode with them.

    That way you'll help to grow the service design show community and help me to invite more inspiring guests like Majid.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    05:15 - The first encounter with Service Design.
    08:40 - What if designers were strategist?
    16:25 - How can we bring everybody on the same page?
    24:15 - How does strategy translate into services?
    35:15 - Big question: How could we make a fundamental leap?
    37:15 - Book giveaway!

    --- [ GIVEAWAY ] ---

    We're giving away a signed copy of Majids books!

    To participate in the contest head over to this episode on YouTube and leave a comment there where you have to name 3 movie references that are in the book. So you have to find someone who has a copy of the book first ;)

    The contest closes on April 16th 2020 11:59pm (CEST) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner.

    --- [ LINKS ] ---

    * linkedin.com/in/mxiqbal/
    * twitter.com/mxiqbal
    * https://implementing.design/about/majid-iqbal/
    * https://medium.com/@mxiqbal

    The book
    * https://www.bispublishers.com/thinking-in-services.html
    * https://www.amazon.com/Thinking-Services-Encoding-Expressing-Strategy/dp/906369489X/
    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    go.servicedesignshow.com/spotify

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

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

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

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    servicedesignshow.com/free-course

  • Have you been following the classic design process in most your projects? Moving from research to insights and from opportunities to prototypes.

    Well you're not alone because most service designers do. It's the process that has been described in many books over the years and become the de facto approach.

    But what if this isn't the most efficient way to design good services? What if you could tweak the design process so that you get better results in less time? Would you be interested in that?

    Perfect! Because the guest in this episode - Lincoln Neiger - shares how he has reshuffled the design process with great success.

    One of the things you'll learn is why it might be smart to start with prototyping rather than design research in your projects! Imagine that :)

    Have you ever heard of Service Design Gifts? Well neither did I prior to this episode. But as it appears these "gifts" are a very effective (and fun) way to create buy-in.

    Kindness as a design strategy. That's the final topic in this episode. Lincoln shares how he's been spreading kindness throughout his project and how that has impacted the outcomes of his work. Spoiler alert: it's super inspiring!

    If you know someone who might be interested in what we've discussed please share this episode with them.

    That way you'll help to grow the service design show community and help me to invite more inspiring guests like Lincoln.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    04:45 - The first encounter with Service Design.
    08:30 - What if service designers kept design simple
    14:50 - How can we spread kindness and excitement about design
    22:20 - When will we make the design process more efficient
    32:50 - Big question: How do we design pro-actively?

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/lincolnneiger/
    * https://twitter.com/pragmasmic

    --- [ MORE ] ---

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

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

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

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

    --- [ FREE COURSE ] ---

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

  • If the service you've designed goes against the existing socials structures it's bound to fail. That's why it's essential that from the very first moment you're aware of these social structures and use them in your design process.

    But how you might wonder... Josina Vink has done a lot of research on this topic and in this episode she shares her most important learnings.

    One of the reasons social structures are so important in service design is that they dictate interactions between people.

    Organisations are, for a large part, made up of social structures. Explicit but mostly implicit ones. If you can understand these structures and shape them you're basically designing the way an organisation operates. Which is really powerful if you want to turn ideas into reality!

    In service design we pride ourselves that we're always thinking about the user. But we rarely if ever design for the user as part of a larger collective. A collective like a family or a sports team. Which is quite strange if you think about it.

    A user, including you and me, are always part of larger social groups. When we encounter services that are be good for us but fail to align with the needs of other people in the group, these services will not be as effective as the can be.

    So when you're designing services it helps to at least be aware of the principles you need to take into account from the perspective of the collective.

    The final question we address in this episode is: Can you really design a service? Or can you just design the context for the service? And if that's the case who is the one designing?

    If you enjoyed this episode don't forget to share it with fellow practitioners who might find it helpful as well.

    That way you'll help to grow the community and help me to invite more inspiring guests like Josina.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    03:10 - The first encounter with Service Design.
    05:20 - How can we become aware of social structures and intentionally shape them in our service design process?
    13:00 - Why aren’t we already considering collectives in design?
    20:15 - Who is designing?
    28:00 - Big question: how can we get everyone more literate in design?

    --- [ LINKS ] ---

    * https://www.twitter.com/josinavink
    * https://www.linkedin.com/in/josinavink/
    * https://www.researchgate.net/profile/Josina_Vink

    * https://en.wikipedia.org/wiki/Patch_Adams_(film)
    * SDGC 19 | Dr. Josina Vink: In/Visible - Shaping Hidden Social Structures Through Service Design / https://www.youtube.com/watch?v=JCfK03drxbA

    --- [ MORE ] ---

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

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

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

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    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

  • Empathy, understanding and compassion. These words are not commonly used in many large organisations. But why? That's what we're going to find out.

    Our guest in this episode, Maike Klip, has embarked on an inspiring research project to learn what it means to be a compassionate civil servant.

    As an employeed of the Dutch Government herself Maike recognized the stories about organisations not having enough empathy for the people they serve.

    So she got curious and wanted to understand how much empathy is enough? And if we're lacking empathy why is that? And maybe even question if we really want organisations to show more empathy... because empathy has it's flaws.

    If you're sometimes frustrated with the lack of empathy from organisations this episode holds some valuable insights about the dynamics that are at play here.

    And if you want to open up the conversation about empathy in your own organisation, Maike's design research method will definitely be a great addition to your toolbox.

    If you enjoyed this episode don't forget to share ir with fellow practitioners who might find it helpful as well.

    That way you'll help to grow the community and help me to invite more inspiring guests like Maike.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    03:55 - The first encounter with Service Design.
    05:35 - How much understanding do you need as an organisation?
    13:55 - How can we have responsibility?
    20:55 - What if we have an open conversation?
    30:30 - Big question: How do you involve people in the design process?

    --- [ LINKS ] ---

    * www.linkedin.com/in/maikeveltman/
    * www.klipklaar.nl
    * www.debegripvolleambtenaar.nl
    * 2020.govservicedesign.net

    --- [ MORE ] ---

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

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

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

    INSTAGRAM
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    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

  • What do CEOs need to know about design? This was the question Audrey Crane tried to answer in her latest book which carries exactly that title. Make sure you stick around till the end of the episode because there's a little surprise...

    Sometimes it might seem that design is already a well established practice and field for most organisations out there. But the reality is that it's far from.

    There are still (many) business leaders out there who don't have a clue what design is and more importantly how they can use it to build better companies.

    So in this episode Audrey shares some of hers most successful strategies and tactics to convey the value of design.

    You're also going to learn about the common mistakes people make with regards to design. Hello unicorn designer anyone? And of course what you can do to avoid these mistakes.

    Finally Audrey poses the question how we can spread design beyond our small community? What's needed to break out of our design bubble? We would love to hear your thoughts in the comments!

    At the very end of the episode there's a little book giveaway contest. Signed copy!

    I hope you'll find this episode helpful as this is a really important topic that need to address in our community.

    And don't forget to share this episode with fellow practitioners!

    That way you'll help to grow the community and help me to invite more inspiring guests like Audrey.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    03:20 - The first encounter with Service Design.
    06:40 - How can we help more organisations leverage design effectively?
    16:00 - What if we could help people solve the most impactful design mistakes?
    27:40 - What if you could wave a magic wand and change one thing about business leaders?
    36:20 - Big question: How can we reach out to people outside our bubble?
    37:40 - Book giveaway contest! (read below)

    --- [ GIVEAWAY ] ---

    We're giving away a signed copy of Audrey's books!

    To participate in the contest head over to this episode on YouTube and leave a comment there where...you share a story of an organisation who wasn't aware of what is possible with design.

    The contest closes on February 20th 2020 11:59pm (CET) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner.

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/audcrane/
    * https://twitter.com/audcrane

    * https://www.senseandrespondpress.com/what-ceos-need
    * https://designmap.com/ideas/what-ceos-need-to-know-about-design
    * https://www.amazon.com/What-CEOs-Need-About-Design/dp/1703635051/

    --- [ MORE ] ---

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

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

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

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

    --- [ FREE COURSE ] ---

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

  • Why is it that so many service design projects still get stranded before they have been able to make an impact on customers? In this episode Linn Vizard shares her experience with what it takes to make service design real.

    Linn has an interesting perspective on how we might start looking at the outcomes of service design. Because the outcome of our work almost never is an actual service... So what are the outcomes we create as a community? And how can we do a better job at communicating those outcomes?

    Another thing that we explore in this episode is what would happen if we start treating the organisation as our design material? If services are the software that we design then we might see the organisation as the hardware on which they run... and in that sense it's quite important to understand the properties of this design material.

    If you've ever struggled to get your service design projects beyond the concept stage than this is definitely an episode that you don't want to miss!

    I hope you'll find this episode helpful as this is a really important topic that need to address in our community.

    And don't forget to share this episode with fellow practitioners! That way you'll help to grow the community and help me to invite more inspiring guests like Linn.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    04:10 - The first encounter with Service Design.
    06:45 - Why are we having a hard time making it real in service design?
    15:00 - How can we expand our understanding of what outcomes of service design are?
    26:40 - What if the material of service design is the organisation?
    37:50 - Big question: Which organisations do ongoing service testing?

    --- [ LINKS ] ---

    * https://twitter.com/wittster
    * https://www.linkedin.com/in/linnvizard/

    * https://www.servicedesignpaths.com/blog/2020/1/2/2019yearinreview
    * http://www.redjotter.com/redjotterblog/2019/1/22/64-the-mighty-designer
    * Service design across borders - https://vimeo.com/334671277
    * https://orgdesignfordesignorgs.com/

    --- [ MORE ] ---

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

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

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

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

    --- [ FREE COURSE ] ---

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

  • Could you become a better service designer by just sharing more? According to the guest in this episode that's definitely the case!

    Daniele Catalanotto has been writing and sharing a lot about what he knows (and doesn't) related to service design.

    It might sound counter intuitive but Daniele argues that you first and foremost should share for your own benefit. If other people find the things you share helpful, that's great. If not then that definitely shouldn't make you share less.

    Now you might think that you have nothing to share. Or that you don't have the time to share. Or that sharing won't give your any real value. Well in this episode you'll learn that these are often just false believes.

    Next we dig into why so many service designers overlook the simple solutions. What would happen if we would concentrate on fixing human to human interactions before we jump into designing the next shiny new service?

    And finally, as Daniele is a Swiss based service designer, we're of course going to talk about rules. Daniele shares how having a set of guiding rules helped him to deliver better work. And you'll also learn how you can create your own set of guiding rules.

    The big question for you in this episode is: What can you do tomorrow to share more (and what is preventing you from doing so)?

    I hope you'll find this episode helpful and if you do please consider sharing it with just one other person today.

    That way you'll help to grow the community and help me to invite more inspiring guests like Daniele.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    04:40 - The first encounter with Service Design.
    07:45 - What if we would be sharing more as service designers?
    17:10 - Why do we forget about relationships in service design so much?
    25:10 - How many rules do we need as designers?
    33:10 - Big question: What can you do tomorrow to share more?

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/danielecatalanotto/
    * Service Design Magazine ➜ https://service-design.co/
    * A tiny history of Service Design ➜ https://service-design.co/book-a-tiny-history-of-service-design-368ed603797c
    * Service Design Principles 1-100 ➜ https://store.swissinnovation.academy/book-service-design-principles-1-100
    * Service Design: From Insight to Implementation ➜ https://rosenfeldmedia.com/books/service-design/

    --- [ MORE ] ---

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

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

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

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

    --- [ FREE COURSE ] ---

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

  • What if clients buying service design projects? Which is already happening if you look closely.

    It's not that the appetite for service design work is getting smaller. On the contrary. More and more clients see the need to do service design.

    Rather it's the fact that clients are building in-house service design teams and taking on the work themselves. This requires agencies to rethink how they are going to add value in the future.

    In this episode Emma Aiken-Klar, who is the SVP Human Insights at Idea Couture, which is part of Cognizant Interactive, shares her experience with moving away from service design projects and embarking on a new type of client engagement. A type of engagement which is quite liberating and aligns much better with the true nature of service design.

    Next to this Emma also talks about the influence of AI on the design of services. How can we use AI in our service design practice in a responsible manner and make sure it's inclusive.

    Finally we dive into the world of anthropology. With less and less opportunities to work on the fuzzy front end of challenges the question becomes what value can ethnographic research add in later stages of the design process? As an experienced practitioner Emma has some interesting thoughts about this.

    If you found this episode helpful please consider sharing it with just 1 other person you know.

    That way you'll help to grow the community and help me to invite more inspiring guests like Emma.

    Remember. Every. Share. Counts

    ----- [ GUIDE ] -----

    03:20 - The first encounter with Service Design.
    05:05 - How can we use AI to innovate services and experiences design?
    16:20 - What if clients slowly stop wanting to buy service design and instead wanting to do it themselves?
    27:05 - How far across the design arc does anthropology span?
    35:20 - Big question: How is service design evolving?

    ----- [ LINKS ] --------

    * https://www.linkedin.com/in/emma-jo-aiken-klar-phd-b48b052/
    * https://ideacouture.com/bio/emma-aiken-klar/
    * How Anthropologists Create Better Experiences - https://www.youtube.com/watch?v=vCEvaxyT_aI
    * Advancing the Value of Ethnography in Industry- https://www.epicpeople.org/

    ----- [ MORE ] -----

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

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

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

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

    ----- [ FREE COURSE ] -----

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

  • When is a challenge really out of scope for a service designer? What's the point where it becomes obviously too far fetched?

    As designers we are overly optimistic. In general we don't shy away from new challenges.

    It doesn't really matter if we haven't worked on a similar challenge in the past as we'll just figure it out as we go along.

    This confidence in being able to solve any challenge often feels like a superpower. But it's also a major pitfall.

    Are we as service designers overly optimistic in taking on organisational challenges? Are those kind of challenges really part of our job?

    Simon Mhanna recently wrote a provoking article to stir up the much needed debate around this and in this episode you'll hear what he has to say.

    We also discuss why it's so hard to implement service design work within organisations.

    What kind of skills do organisations need to develop and put into place in order to increase the chance of ideas actually getting turned into action?

    We'd love to have you join in this important conversation.

    So leave a comment sharing your thoughts about the scope of service design!

    If you found this episode helpful please consider sharing it with 1 other person you know.

    Every. Share. Counts. :)

    ----- [ GUIDE ] -----

    03:00 - The first encounter with Service Design.
    08:45 - Why are we having challenges embedding service design work?
    17:45 - How can we build the skills within the organisation to sustain the service design work?
    25:10 - What if service design is not the catch all practice?
    34:10 - Big question: What is out of scope for service design?

    ----- [ LINKS ] --------

    * https://www.linkedin.com/in/simonmhanna/
    * https://themoment.is/service-design-is-not-enough/

    ----- [ MORE ] -----

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

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

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

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

    ----- [ FREE COURSE ] -----

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

  • There's a good bit of tension in most service design projects. Often caused by factors that aren't obvious when you start.

    Factors like the fact that designers bring a quite different approach, attitude and mindset to the table.

    Your typical "they just don't get it" (coming from both sides) is a pretty strong indicator that there's some tension in the room.

    In this episode Sarah Schulman shares how she and her team at InWithForward have found a way to embrace this tension. And actually use it to deliver better outcomes for their clients.

    At InWithForward Sarah works on major social challenges which often require you ask the tough and uncomfortable questions.

    Questions that also shine a light on the dark side of design. For instance who will suffer from the solution we're designing now?

    But asking these questions early and often is the way to break through existing paradigms and create solutions that are more effective.

    This episode ends with a big question.

    What does it mean to do purposeful work?

    Sarah and I would love to hear your take on this. So head over to the episode on youtube and leave a comment over there.

    If you found this episode helpful please consider sharing it with 1 other person you know.

    That way you'll grow the Service Design Show community and help me to get more inspiring guests.

    Every. Share. Counts. :)

    ----- [ GUIDE ] -----

    03:45 - The first encounter with Service Design.
    05:25 - How can we enable great partnerships with clients?
    11:35 - Why should we consider ethical implications in design?
    21:00 - How can we recognise that tension is an inherit part of creativity?
    32:15 - Big question: What does it mean to do purposeful work?

    ----- [ LINKS ] --------

    * https://www.linkedin.com/in/sarahschulman/
    * https://inwithforward.com/

    ----- [ MORE ] -----

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

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

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

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

    ----- [ FREE COURSE ] -----

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

  • Co-creation is still an ad-hoc activity in most organisations rather than something which is deeply embedded into the operating system. How can we change that and take co-creation to the next level?

    In this episode you're going to get some inspiration from Swiss direct democracy. I bet you didn't see that one coming.

    Peter Horvath has studied how the Swiss have embedded co-creation into their democratic system. A system which has been operating for about 150 years now.

    Involvement of customers was for a long time considered an unconvinient distraction by organisations.

    Then slowly but surely organisations started to involve customers inn their product and service development.

    Now we're seeing organisations who use customers as strategic partners who help them to shape the future. Just like the Swiss are doing with their citizens.

    But there are some important things you need to get right before you can adopt this next level of co-creation in your business.

    And in this episode you'll learn exactly what those thinsg are!

    If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know.

    Every. Share. Counts. :)

    ----- [ GUIDE ] -----

    03:30 - The first encounter with Service Design.
    05:10 - Why do we know so little about direct democracy?
    13:45 - How can we embed co-creation more strongly in organisations?
    21:35 - What If we could use the Swiss direct democracy model in a commercial setting?
    38:30 - Big question: Do you see that senior management is devoted to including customers at a higher level?

    ----- [ LINKS ] --------

    * https://www.linkedin.com/in/horvathpetertamas/
    * https://swiss-service-style.com/
    * https://medium.com/@petertamashorvath/swiss-service-style-a-co-creation-model-aaecd6c8f2fc

    * https://www.meetup.com/Digital-Strategy-and-UX-meetup-Geneva/
    * https://www.service-design-network.org/chapters/switzerland

    ----- [ MORE ] -----

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

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

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

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

    ----- [ FREE COURSE ] -----

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

  • Customers don't care about your internal departments. They only care about the experience they have with your service.

    So in order to deliver great services you need to organise around your customer. Not the other way around.

    But breaking down internal silos is easier said than done. Many have tried and failed. Big time.

    In this episode you'll learn from Emma Laurentz how customer insights can help to build those much needed internal bridges.

    Because when used in a smart way customer insights are one of the most powerful instruments you have to gently force stakeholders cross the borders of their own department.

    So the question then becomes what does it take to get the most value out customer insights? How can you best harness their secret powers?

    That's what you're going to find out in this chat with Emma!

    If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know.

    Every. Share. Counts. :)

    ----- [ GUIDE ] -----

    03:00 - The first encounter with Service Design.
    04:30 - What if organisations would work in a cross-functional way?
    12:15 - How can we create more value through customer insights?
    22:10 - Why should we try to aim for a common language?
    29:15 - Big question: what prototyping methods are you using

    ----- [ LINKS ] --------

    * https://www.linkedin.com/in/emma-laurentz-9208331a/
    *
    ----- [ MORE ] -----

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

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

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

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

    ----- [ FREE COURSE ] -----

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