Episoder

  • Wouldn't it be great if... Delivering a great customer experience wasn't just a "nice to have" when there's time left but an actual strategic priority that guides decision-making?

    I'm sure you know many examples of (expensive) service failures that could have been prevented if the voice of the customer had been part of the conversations inside the company. Of course, this is precisely one of the things we try to achieve with service design.

    The problem is that we often don't yet have the authority to drive critical decisions. So no matter which arguments we bring forward when push comes to shove, in the end, it's always going to be the "HiPPO" in the room that calls the shots.

    Wolfram Thurm and his team were also running into this challenge. It was hard for them to get the value of design across so that other business stakeholders would see the benefits for them. Consequently, many times decisions were made that weren't in favor of the customer and the business. To the frustration of everyone involved.

    Fueled by this frustration and the opportunity to improve, Wolfram set out to find a way to structurally have better conversations inside the organization. After quite a journey, they managed to design a company-wide tool that now allows everyone to make better decisions faster.

    In this episode, Wolfram shares everything about the tool they created, how they use it, and the struggles they had to overcome to get here.

    --- [ GUIDE ] ---

    00:00 Welcome to episode 155
    03:30 Who is Wolfram
    06:30 Lightning round
    10:00 What are design principles
    12:00 Where did it start
    17:45 Living the principles
    22:45 What's in it for them
    26:00 Bottom up or top down
    29:30 When do you use them
    34:30 The Gojek design principles
    37:30 Supporting case studies
    40:00 The workshop
    43:45 Who owns this
    47:45 Second iteration
    51:45 Are there shortcuts
    57:00 Where do you start
    1:00:30 Finding the mandate
    1:04:30 Key advice
    1:06:45 Closing thoughts

    --- [ LINKS ] ---

    https://www.linkedin.com/in/wolfram-thurm-1337b2a7/ Creative Confidence (book) - https://amzn.to/3aIB26U The Shape of Design (book) - https://amzn.to/3RG8zz8

    --- [ CIRCLE COMMUNITY ] ---

    Learn more about the community for in-house service design professionals.

    https://servicedesignshow.com/circle

  • Who doesn't want this... To come up with smart solutions for relevant challenges that are immediately embraced by the end-users.

    Well, in this week's episode of the Show, Victor Udoewa shares a radical approach to the design process that increases the chance you'll actually accomplish this.

    But first, let's quickly look at why solutions don't get adopted. It's often not due to bad intentions. Many times it has to do with the fact that a wrong judgment call has been made about what's important.

    Because as a design professional, you're -implicitly- imposing your ideas, values, and norms onto the process. You are in a strong position of power, whether you like it or not. The problem is that this leads to solutions derived from a single -often mainstream- worldview.  Again, this isn't something that professionals set out to do. It happens because of the nature of the current design process.

    So is there something we can do about this? According to Victor, there is! We, starting with the design professional, have to give up power.

    The community and the users must lead the design process, from start to end, from top to bottom. But can this truly be done, or is it just wishful thinking? And is there still a role for the professional designer when this happens?

    Victor has a thing or two to say about these and some other key questions.

    So if you'd also like to work on more meaningful challenges and come to more impactful solutions, click the link below and soak in this inspiring conversation.

    It's great to get people on the Show who challenge our common design practices like Victor. And to be able to share these stories with you.

    Enjoy the conversation and keep making a positive impact :)

    --- [ GUIDE ] ---

    00:00 Welcome to episode 154
    04:45 Who is Victor
    05:30 Lightning round
    08:45 The episode take-away
    09:45 What is radical participatory design
    15:15 Victor's journey
    19:15 The benefits
    24:00 Barriers to adoption
    27:15 The response from the design community
    31:45 The role of the design professional
    37:45 Where does it start
    41:45 The tensions
    45:45 What are good challenges
    52:45 The evolution
    55:45 Taking the first step
    1:01:45 A smart hack
    1:02:45 What awaits you
    1:05:15 Closing thoughts

    --- [ LINKS ] ---

    https://www.linkedin.com/in/udoewa/ Decolonizing Methodologies: Research and Indigenous Peoples - https://amzn.to/3yHlYht Research Is Ceremony: Indigenous Research Methods - https://amzn.to/3ObjtcZ Sand Talk - https://amzn.to/3O4Linp Indigenous Research Methodologies - https://amzn.to/3P6NwEh Applying Indigenous Research Methods: Storying with Peoples and Communities - https://amzn.to/3PcgJxt

    --- [ BOOKS ] ---

    Designs for the Pluriverse - https://amzn.to/3P7pDMK Stand Your Ground - https://amzn.to/3RvkvDN Fledgling (fiction, Afrofuturism) - https://amzn.to/3AKbsc9 Art of Gathering - https://amzn.to/3IJum4P Black Futures - https://amzn.to/3AWw4Oe Latinx Rising (An anthology) - https://amzn.to/3uLxs2q A Promised Land - https://amzn.to/3PnjDPC His Name Is George Floyd - https://amzn.to/3yGi1cV Soul of a Woman - https://amzn.to/3IBUtdP The Sum of Us - https://amzn.to/3PrGLMV Thinking in Systems - https://amzn.to/3nZoCdN The Bennet Women (fiction) - https://amzn.to/3P908um

    --- [ 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

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  • There's no doubt about it... Over the last few years, design has gained a lot of momentum in the business space.

    It's encouraging to see that design is slowly but surely getting a seat at the table. But at which price has this raise come? And are we willing to pay this price?

    When you zoom out a bit, you'll quickly notice that it's often the "easy to digest" form of design that is praised, the form where the focus primarily lies on gaining short-term benefits and incremental improvements.

    While that's a space where design can add value, it's not the space where it shines, according to Tom Foster. In this episode with Tom, I talk about how you can regain the space and time again to work on bigger, dare I say, more meaningful challenges.

    Now, if you think that's going hard in your organization, mind that Tom has worked in many traditional sectors and is now back in finance. If it's possible there, it might also be for you :)

    Although I'm excited that design is making huge strides these days, it's sad to see that some of the depth and craft eroded from our practice. This conversation with Tom gave me hope that we'll be able to bring it back.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 153
    03:15 Who is Tom
    04:15 Lightning round
    10:00 The problem with design
    13:45 How did we get here
    17:45 The place of design
    25:00 Where does change start
    30:15 The organizational middle layer
    33:45 What's driving Tom
    37:30 Step in the right direction
    40:45 Sharing your vision
    48:00 Escaping status quo
    53:30 Signs of success
    55:00 Lessons learned
    58:00 What is the sum
    59:30 Final thoughts

    --- [ LINKS ] ---

    https://www.linkedin.com/in/thomasfoster/ http://sarah-drummond.com/full-stack-service-design/

    --- [ HOW TO EXPLAIN SERVICE DESIGN ] ---

    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.

    https://servicedesignshow.com/free-course

  • As a consumer, you use artificial intelligence daily.  Just open any app on your phone, and the chances are that AI is somehow embedded within it.

    The development of AI so far has been driven mainly by engineers and scientists. But have you ever wondered how service design help to shape this powerful new technology?

    Well, it's not a question that's on my mind daily... But after the recent conversation with Carly Burton, I'm definitely more aware of the opportunity in front of us.

    As the product lead for the AI platform at Meta, Carly is on a mission to bring more design(ers) into developing better AI.

    In this episode, you'll learn why this is important and what might happen when we fail to do so.

    There are still many unknowns and unanswered questions in this space. And that's precisely the space where design thrives.

    But we shouldn't wait for the moment that design gets invited into the conversation. So it's really up to us to proactively create these bridges.

    If you're curious how, then Carly has some inspiring examples that will get your mind going!

    What I find exciting about the intersection between AI and design is that it's still very much uncharted territory. There really couldn't be a better time to step in and shape it with your ideas.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 152
    03:15 Who is Carly
    03:45 Lightning round
    06:45 How it started
    08:45 Challenges & opportunities
    11:00 What can design add
    16:30 What's at stake
    19:00 A common scenario
    26:30 The bigger goals
    32:00 Pitfalls to avoid
    36:15 Accelerating adoption
    39:00 Spotting the right opportunities
    41:00 The time machine
    44:45 Final thoughts

    --- [ LINKS ] ---

    https://www.linkedin.com/in/carlymarie00006/ The power of habit (book) - https://amzn.to/3n8K93h

    --- [ HOW TO EXPLAIN SERVICE DESIGN ] ---

    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.

    https://servicedesignshow.com/free-course

  • How can you enable service designers to deliver their best work? That's coming up in a second but first, imagine this...

    A wedding where the bride and groom have to take care of all the logistics on the big day itself. Everything from arranging the tables to welcoming the band. There will be little time and space to focus on why they are truly there. Yeah, that's why we have masters of ceremony and wedding planners. These people do all the heavy lifting so that the couple can own the moment.

    Okay, so what does this have to do with design? A lot. Many organizations that hire service design professionals forget (or aren't aware of) that they need support.

    And this leads to all kinds of problems. Most notably, designers get frustrated by not being able to live up to their full potential, eventually leaving the organization before they can create any meaningful impact. Fortunately, there's a new field emerging that has acknowledged this problem and is developing strategies to cope with it. This field is known as DesignOps.

    In this episode of the Show you'll hear Michelle Walter, the head of DesignOps at ANZ Bank, share how they actively support their internal designers to thrive inside the organization.

    You'll learn which business incentive drove ANZ to set up and invest in this new practice. And what it took to get buy-in to grow it beyond its initial stages. Finally, Michelle talks about the two major initiatives that have emerged over the years as the key drivers for success that they are experiencing now.

    I'd say that every organization which hires service design professionals needs to hear this conversation. But maybe you should listen to it first and then forward it to the right person ;)

    If I got one thing from this chat with Michelle, DesignOps is a deliberate act that requires a lot of careful thought and planning. It's a true expertise and needs to be treated like one.

    Enjoy this look under the hood of DesignOps and as always, keep making a positive impact!

    --- [ GUIDE ] -—

    00:00 Welcome to episode 151
    03:00 Who is Michelle
    07:00 60 second rapid fire
    09:00 Growing nurturing and inspiring
    10:00 Where did the journey start
    15:00 The initial question
    19:00 The hiring wild west
    21:00 What has changed
    23:45 Building a community
    29:15 A deliberate act
    32:45 The evolution
    37:15 Learning program
    41:15 What made this work
    49:00 Getting feedback
    52:45 Lessons learned
    56:00 What's next
    58:15 Final thoughts

    --- [ LINKS ] ---

    https://www.linkedin.com/in/mbwalter/ The Art of Gathering (book): https://amzn.to/3GDGBia

    --- [ HOW TO EXPLAIN SERVICE DESIGN ] ---

    Learn what it takes to get your clients, colleagues, managers, CEOs, and even grandmas as excited about service design as you are.

    https://servicedesignshow.com/free-course

  • How can service design help in times of crisis? This is one of the questions Max Tkachuk and I explore in this episode. 

    Max lives in Kyiv and is an active member of the service design community in Ukraine.

    Being a first-hand witness of the war, Max sees how both the local and international service design communities respond to the situation.

    In this episode you'll learn about:

    The state of service design in Ukraine. If service design is relevant in times of crisis. What can we, as an international community, do to help. Which role could service design play after the war. What lessons you can take away from all this.

    Despite the terrible situation, it's encouraging to hear that at the same time, many good things happing in Ukraine. 

    I would invite you to listen to this conversation and see how you can potentially contribute, no matter how big or small.

    Sometimes service design is thought of as a nice to have addon. For me, this chat with Max once again shows that it can (and should) be at the heart of how any service is delivered.

    Thanks for being part of this community, and keep making a positive impact!

    --- [ 1. GUIDE ] -—

    00:00 Welcome to episode 150
    01:45 Who is Max
    03:00 60 second rapid fire
    07:00 Call to action
    08:45 Topic of today
    09:30 Historic context
    17:00 Design education
    22:00 Demand in the local market
    25:30 Situation today
    30:00 Response of the design community
    33:15 How can the community help
    36:00 The barriers to integration
    39:00 Leveraging international design
    44:45 What I do
    48:15 Join service.so
    52:00 Closing thoughts

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/maxtkachuk/ https://t.me/maxitkachuk https://service.so
    https://prjctrfoundation.com https://www.ted.com/talks/philippe_starck_design_and_destiny

    --- [ 3. DONATE ] ---

    https://u24.gov.ua/ https://zgraya-help.com/
  • There's an intriguing mystery to the backstage... Think about it for a moment. People love to see what happens inside the kitchen of a Gordon Ramsey restaurant. Or to follow a sports team into the locker room before and after a game. 

    We want to look over the shoulder and get an inside glimpse. See things that are usually hidden from the general public. We want to see beyond the frontstage. Well, I've got exciting news, because today we're going to do just that. Not for a restaurant or your favorite sports team but for a leading service design consultancy.

    To celebrate their 4th anniversary with the community, the team from Harmonic Design agreed to sit down with me for an uncensored ask-me-anything episode.

    In this episode, you'll hear the team react to questions like:

    What is your strategy for finding new clients? What is the most challenging part of your work? What does it take to get hired at a service design consultancy? What is the biggest failure you made in a project? What is the most important thing you look for in a client? What is the future of agencies? And many more...

    The team promised me the truth and nothing but the truth. I would say listen to the episode and find out if the team managed to live up to their promise.

    As you'll see and hear, this is a format we haven't done on the Show before. So let me know if this is something that you enjoy and we should do it more often!

    My first encounter with Harmonic Design founder Patrick Quattlebaum was for an interview on the Service Design Show back in episode #115. Ever since our first interaction, Harmonic Design has been a great partner of the Show. I want to use this opportunity to send out my appreciation and gratitude for how they are contributing to the service design community and helping it mature.

    [ 1. EPISODE GUIDE ]

    00:00 Welcome to Show
    04:30 Meet Shreya
    05:15 Meet Stephen
    05:45 Meet Kerri
    06:45 Meet Tucker
    07:45 Finish the sentence: communicating the value
    11:30 Lightning round: Shreya
    13:45 Deep dive: what skill does some need to demonstrate
    19:30 Finish the sentence: misconceptions
    22:00 Lightning round: Stephen
    24:00 Deep dive: how do you get to know the full problem space
    32:00 Finish the sentence: our strategy to find new clients is
    34:15 Lightning round: Kerri
    36:15 Deep dive: how do you scope a project
    44:00 Finish the sentence: the most fun part of your work
    47:00 Lightning round: Tucker
    49:15 Deep dive: the future of agencies
    54:00 Finish the sentence: recommendations
    59:00 Closing thoughts

    [ 2. LINKS ]

    https://thisisharmonic.com https://www.linkedin.com/in/kerrimdesignpro/ https://www.linkedin.com/in/shreya-dhawan/ https://www.linkedin.com/in/tuckerwitter/ https://www.linkedin.com/in/stephen-taylor-3847aa4/

    [ 3. BOOKS ]

    Orchestrating Experiences - https://amzn.to/3MK5oU5 The Experience-Centric Organization - https://amzn.to/3PGyntK The Structure of Scientific Revolutions - https://amzn.to/3Nt2KSE Brave New Work - https://amzn.to/3NAcTgz The Design Philosophy Reader - https://amzn.to/3NOJteP
  • I used to say that 50% of service design is about communication. Today I think the percentage might be even higher...

    Just think about all those moments where you need to collaborate with someone to get something done. Yes, that's like always.

    ***
    Learn more about the Circle:
    https://servicedesignshow.com/circle/
    ***

    Sometimes what you need is the attention from your co-worker other times, it will be time or money from your CEO.

    Whatever the case is, when you fail to show the benefits your work has for the other person, you won't get very far as a service design professional.

    But as you know, communicating benefits is easier said than done. Let's take the common journey map, just as an example.

    Should you show the entire map with all its richness and potentially risk losing people in the complexity? Or should you just show a small part of it but risk that people will oversimplify things?

    This balancing act between what you tell, how you tell it, and when you tell it happens all the time. And it's one of those things that can make or break your day, project, and sometimes even career.

    As this is such an important topic, we decided to explore it in more depth in our recent Circle community session. We discussed ways that help you find that perfect balance in your story. And also things definitely you want to avoid when communicating the benefits of your work.

    In this episode, Heydn Ericson, who hosted the session, shares the most important guidelines that emerged in our session with you.

    You'll hear, that there are many small and practical things you can do to increase the chance that you'll land your message. It's empowering once you have the awareness.

    Enjoy the conversation and keep making a positive impact!

    --- [ EPISODE GUIDE ] -—

    00:00 Welcome to the Show
    03:00 Who is Heydn
    03:45 Why this topic
    09:30 Getting specific
    11:15 Do we need this
    13:15 Is it on us
    15:30 Signs of success
    18:30 Study their PowerPoint
    22:45 Make it digestible
    31:00 Little stories
    36:30 How are you seen
    39:15 Part of our identity
    42:00 Advice for introverts
    43:15 Quick recap
    46:30 Closing thoughts

    --- [ CIRCLE ] -—

    Join our community of in-house service design professionals at the Circle.

    www.servicedesignshow.com/circle/

  • Every service design project starts with an initial conversation. From there, you build trust, confidence, and the relationship to do great work. But getting that first conversation started can often be one of the hardest things.

    Especially when you consider that many organizations still aren't aware that service design exists, let alone how they can benefit from it. Of course, you could sit back and wait for the moment when the organization is ready.

    But this approach will mean that while waiting, you'll miss out on many great opportunities to put your skills to good use. So is there an effective way you could proactively get your foot in the door and pitch service design to an organization that doesn't know it needs it?

    Yes, there is! And it's more than one...

    In this week's episode, Matthew Marino, founder of the Paris-based studio User.io, shares the different approaches they have been experimenting with over the years. You'll learn about the use of concept projects, the trojan horse approach, and how to compound outcomes.

    All are great additions to your toolbox and will surely help you open more doors.

    The examples Matthew shared encourage me. In the end, you can turn everything into a design challenge, even pitching service design.  That makes it way more fun, and you already have the skills to solve this challenge successfully.

    Enjoy the conversation, and thanks for being part of this community.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 149
    03:00 Who is Matthew
    03:55 60 second rapid fire
    06:35 Episode theme
    08:20 Service design doesn't fit
    10:35 Good entry points
    14:05 Sustaining change
    20:20 The fuzzy part of design
    23:50 Connecting the dots
    28:50 The concept car
    39:50 Compounding projects
    44:20 How to get invited
    46:35 Learn the language
    50:35 Evaluating projects
    53:35 Wrapping up
    55:05 Relevant resources
    55:50 Closing thoughts

    --- [ LINKS ] ---

    https://www.linkedin.com/in/mrmarino/ https://user.io/en/work/refact-en/ https://user.io/en/work/service-lab-framework-en/ Good Services (book): https://amzn.to/3kV4V55

    --- [ HOW TO EXPLAIN SERVICE DESIGN ] ---

    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.

    https://servicedesignshow.com/free-course

  • Patience has been described as a secret (and a must-have) skill of any service design professional. It's not hard to understand why.

    When you're doing service design, you are delivering change. This means that you will meet resistance and push back a lot of the time. You have to be very careful that you don't let this get to you.

    Because before you know it, you could start doubting if you're doing the right thing or get frustrated with the situation. Or even worse, it could take a severe toll on your health. When that happens, you couldn't be further away from the goal you were trying to achieve in the first place.

    So an important question here is: How can you see progress when things seemingly aren't moving forward or, even worse, look to move in the opposite direction of what you have in mind?

    In this episode, Burcu Arsoy takes us along her journey where she was able, through trial and error, to find an answer to this question.

    You'll hear strategies for keeping your spirit up and not quitting quit too soon. But also how to recognize the warning signs when the time has come to move on and find a different challenge. If you want to better prepare yourself for the rocky ride called service design, this is an episode you don't want to miss.

    This conversation contributes to a deeper understanding of the mental aspects required to deliver change successfully. A much-needed addition to all the books we have focused on practical tools and methods if you ask me.

    --- [ 1. GUIDE ] ---

    00:00 Welcome to episode 148
    05:15 Who is Burcu
    06:00 60 second rapid fire
    09:00 What's in store
    14:00 Misconceptions about design
    17:45 Evolving expectations
    20:30 Stepping into leadership
    23:30 Keeping the spirit up
    29:30 Signs of success
    33:15 The value of reflection
    36:00 Starting out in your career
    37:30 The lasagne story
    40:30 Challenging top management
    42:30 Ask important questions
    46:45 Where to draw the line
    50:30 Lessons learned
    53:00 Closing thoughts

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/burcuarsoy/ The High House (book) - https://amzn.to/37NGUdt

    --- [ 3. THE PROGRAM ] ---

    Take your career to the next level and get to work on more fulfilling challenges. Learn how to communicate the benefits of service design to your clients, colleagues, and CEO.

    Apply for the Selling Service Design with Confidence program.

    https://servicedesignshow.com/confidence

  • How do you get the most value out of your service prototypes? That was the key question we explored in our recent Circle community session.

    As it quickly turned out, there's an entire field with its own set of tools and frameworks that focus on prototyping. During the session, the participants shared their success stories and common roadblocks that prevented them from doing the right experiments.

    What emerged were five best practices for doing better, more effective service prototypes that everyone in the session could agree on. In this episode, you'll discover what these best practices are and how you can use them in your day-to-day work.

    What I found interesting is that many participants didn't only use prototyping as a way to reduce the risk of expensive failures. They also used it as a very effective strategy to generate buy-in for the eventual solution.

    Enjoy the conversation!

    --- [ EPISODE GUIDE ] ---

    00:00 Welcome to the Show
    03:30 Who is Irina
    04:45 Who is Dan
    05:30 How to build experiments
    09:00 The goal of experimentation
    11:15 What should you test
    15:45 The common barriers
    23:15 Organisational capacity
    30:30 Empathize with stakeholders
    35:30 Key uncertainty
    43:45 The right time and people
    46:30 Bonus best practice
    47:45 Circle take-aways
    51:00 Closing thoughts

    --- [ RESOURCES ] ---

    Understanding Organizational Capability: Touchpoint Vol 10 10 AUGUST 2018 - Daniel Gomez Seidel https://www.service-design-network.org/touchpoint/vol-10-1-from-design-to-implementation/organisational-capability-and-the-hbto-model Why your company needs rapid experimentation, Growth Tribe: https://www.youtube.com/watch?v=XBqM17MKz6U  Definition of Experiments and discussion of what how prototypes change depending on the position of the work: Touchpoint Journal, vol 11 number 2, October 2019, Mauricio Manhaes

    --- [ CIRCLE ] ---

    The Circle is a community for in-house service design leaders who want to grow as a professional. We host a community session on topics that go beyond the basics every month. If you'd like to be part of these conversations then I encourage you to join us.

    servicedesignshow.com/circle/

  • What does it actually mean to be winning in service design? A question I think we don't ask ourselves often enough.

    Because when you put your entire heart and soul into delivering a great project but the results aren't adopted by the organization, can you say that it was a success?

    Most service design professionals I know genuinely want to make a tangible impact on the people and organizations they work with.

    This means that your work can't stop at the research or idea stage. If the recommendations aren't operationalized, that amazing journey map you've created isn't worth a lot.

    So how do you increase the likelihood that your work makes it into the real world? Well, in this episode, Markus Hohl, the global head of service design at JP Morgan, shares his approach.

    The conversation with Markus shows again that we often tend to overcomplicate things. The encouraging thing is that you should actually do less, not more, to be more impactful.

    Markus has found that by doubling down on just 3 simple things, he can get way more done inside the organization.  Once you see what they are, it all makes sense as it goes with these things. But it can take years before you gain this clarity.

    What I found really valuable is that Markus brings the agency and in-house perspective. As you'll hear, both have their advantages and drawbacks.

    As always, enjoy and keep making a positive impact :)

    --- [ 1. GUIDE ] -—

    00:00 Welcome to episode 147
    04:50 Who is Markus
    05:20 60 second rapid fire
    08:00 The journey
    14:00 Roles and responsibilities
    19:15 How do you know you're winning
    23:45 It doesn't go anywhere
    27:30 When service design works
    30:00 Benefit of the doubt
    35:00 Selling the work
    41:00 The biggest hurdles
    44:15 This gives confidence
    47:00 The future of agencies
    49:15 Closing thoughts

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/markushohl/ Sapiens: A Brief History of Humankind (book): https://amzn.to/3veH2dD

    --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] ---

    For more information and instructions on how to apply head over to:
    https://servicedesignshow.com/selling

  • Do you recognize this feeling... As a service design professional you're the last one who's invited to the party (often when it's almost over).

    === Selling Service Design with Confidence ===
    For more information and instructions on how to apply head over to:
    https://servicedesignshow.com/selling/
    ======================================

    This isn't just bad for your morale but it also limits the value you can create. The holistic nature of service design requires you to be part of the "upstream" conversations. But that's easier said than done.

    Because how do you make sure that you get invited to the right conversations, with the right people at the right time? Unfortunately the service design textbooks don't teach you any of this stuff. You have to look in different places to find answers.

    Where? For instance in this episode of the Show. In this episode you'll hear 6 service design professionals share their best tips with you that have helped them to get a seat at the table.

    And also learn about the pitfalls you really should try to avoid. Unless you don't mind being the last one invited to the party of course. This is one of those conversations that you wish you had heard earlier :)

    Knowing how to get a seat at the table is skill that **every** service design professional should master. That's why in this episode you'll hear tips from someone who runs an agency, someone who's in-house, someone who's at a product focussed startup and others!

    [ 1. Episode Guide ]

    00:00 Welcome
    04:00 The professionals
    05:00 Marloes (in-house)
    12:45 Hanna (scale-up)
    21:30 Poorva (agency)
    29:45 Ben (start-up)
    39:00 Sue (independent)
    51:15 Jules (founder)
    1:00:00 Closing thoughts

    [ 2. Selling Service Design with Confidence ]

    For more information and instructions on how to apply head over to:
    https://servicedesignshow.com/selling/

  • What's one of the key ingredients of service design?

    It's the fact that we take a holistic view. A view which spans different channels and many touchpoints. Designing with this holistic perspective in mind is often challenging enough considering that most companies aren't organized in a way that supports it.

    But what if I told you that you can (and probably should) go even further. What if you take a perspective on the solutions you put into the world that doesn't just span a single service but spans... generations. Generations?! Yes, I'm talking about generations of customers, employees, citizens, children, etc.

    You can imagine that the first time Bisi Williams shared this idea with me I had many questions. How do you make such an audacious goal tangible? How do you get your clients to buy into this vision? Does it require a different design process?

    Bisi is the co-founder of the Massive Change Network and they have made it their mission to work on solutions for the biggest challenges we face today. The conversation with Bisi was super inspiring with many encouraging examples of what's possible. Especially considering what's going on in our world right now.

    I'm confident that through this episode you'll discover how thinking about the next 7 generations helps you to design better solutions today. This is one of those topics that you don't get exposed to often in your day to day. For me conversations like this are the most valuable ones as they expand my horizon of what's possible.

    --- [ GUIDE ] -—

    0:00 Welcome to episode 146
    05:30 Who is Bisi
    10:00 60 second rapid fire
    12:45 A platform for massive change
    15:15 The journey
    18:45 The current state
    25:15 Leaving space for possibility
    28:15 What's the biggest difference
    32:45 Making it actionable
    37:45 Learning to dream again
    42:45 Be humble
    46:45 Commercial interest
    52:00 What does it take
    55:45 Biggest lesson
    57:45 Closing thoughts

    --- [ LINKS ] ---

    https://www.linkedin.com/in/bisiwilliams/ https://www.massivechangenetwork.com https://go.servicedesignshow.com/health2049 https://www.artic.edu/artworks/196505/guateamala-posters https://brucemaustudio.com/projects/guateamala/ The Sun Also Rises (book) - https://amzn.to/3IQ6IlM

    --- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] ---

    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/selling

  • There's a really interesting new podcast on the block. It's called Designing the Robot Revolution.

    And the first episode is titled: Why Every Service Designers' Dream Should Be To Work In Manufacturing. Yeah, I know what you're thinking :)

    So obviously I had to get these fellow podcasters on the Service Design Show to hear more about their story. In this episode you'll hear Jacob Magnell and David Griffith-Jones share what inspired them to start a podcast about this somewhat surprising angle on service design.

    I would say that if you want to stretch your perspective on service design then make sure you tune into this conversation. And who knows maybe it will inspire you to start working in manufacturing after all ;)

    It's great how Jacob & David are exploring uncharted territory within our field. Stories like these really help us to build more and stronger bridges.

    Enjoy the conversation and keep making a positive impact.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 145
    02:45 Who is Jacob
    03:30 Who is David
    04:00 60 second rapid fire
    08:45 How did the podcast start
    13:00 What is it all about
    20:00 Service design in a industrial environment
    24:30 Favorite topics
    29:45 It's about the blind spots
    33:00 Learnings from creating a podcast
    36:45 The wishlist
    38:15 How can we help
    41:45 Recommended resources

    --- [ LINKS ] ---

    Designing the Robot Revolution Why every service designers dream should be to work in manufacturing David (LinkedIn) Jacob (LinkedIn) The wisdom of listening (book) Nudge (book) The power of ten (podcast) Industrial IoT spotlight (podcast) Freakonomics Radio (podcast)

    --- [ HOW TO EXPLAIN SERVICE DESIGN ] ---

    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.

    https://servicedesignshow.com/free-course

  • Okay, here's a sensitive question...

    How comfortable are you with strategically influencing stakeholders?

    If this question feels a bit creepy stay with me a bit longer. This is really important.

    Because what if I told you that knowing how and who to influence is a key success factor for every service design professional?

    So it's no surprise that this is a topic that keeps coming up in our Circle community sessions.

    In our recent session we did a deep dive into this topic.

    We explored which tools and methods people actually use to cultivate influence inside their organizations.

    As you'll hear in this podcast episode we really get down to the most practical level, the nitty gritty stuff. 

    Yes, the things that actually help you do a better job the next day. So click the link below to discover what it's all about.

    Discussing influence can quickly feel very heavy and serious. But what I enjoyed about the conversation with Ben was that we were able to have some fun and take the heavy load off it without dumbing it down.

    Hope you'll enjoy it as much as I did!

    --- [ EPISODE GUIDE ] ---

    00:00 Welcome to the Show
    03:30 Who is Ben McCammon
    06:15 Why would you want to cultivating influence
    10:30 What is at stake
    17:15 This is your job
    21:00 What do we mean with cultivating influence
    22:45 The mighty stakeholder map
    32:45 Building profiles
    45:00 Making it a habit
    51:00 Connecting the dots out loud
    59:00 Consider saying yes
    1:03:00 Don't be shy

    --- [ CIRCLE ] ---

    Join our community of in-house service design professionals at the Circle.
    www.servicedesignshow.com/circle/

  • Service design isn't enough...

    This sentiment has been expressed on the Show many times before. And I agree.

    The challenges organizations face these days are too complex to be solved by (service) design alone.

    But here's the strange thing.

    Although we pride ourselves on bringing a holistic user perspective to the table, this holistic perspective is often missing when it comes to our own field.

    We still have many blind spots when it comes to collaborating with other business disciplines. Just think about what your relationship is to HR, IT, operations, marketing, sales, support, strategy, etc.

    This lack of alignment and integration with other parts of the business is unnecessarily limiting the good you can do.

    In this episode of the Show I talk to Clara Llamas about how we can break free from these limitations... without turning service design into a Frankenstein monster.

    I guess the point is that we as a community often carry a very heavy (and unhealthy) responsibility of having to deliver great services, almost by ourselves.

    Well, we really need to stop that way of thinking and find better ways to share the workload. If you're interested to learn how, click the link below and find out.

    Be prepared. There are some very thought provoking questions in this episode :)

    Enjoy and keep making a positive impact!

    [ 1. GUIDE 📺 ]

    00:00 Welcome to episode 144
    03:30 Who is Clara
    04:15 60 second rapid fire
    06:15 How did it start
    08:15 The current boundaries
    13:00 Where can we grow
    15:00 How did we get here
    19:15 The perspective shift
    22:00 The opportunities
    26:45 Where are we in the chain
    30:00 Organizing the house
    34:30 What's missing
    39:30 Taking the first step
    42:30 What does this mean
    47:00 Silent design
    49:00 Final thoughts

    [ 2. LINKS 🔗 ]
    - https://www.linkedin.com/in/clarallamas/
    - Capitalism without Capital (book) - https://amzn.to/3C5B1mH

    [ 3. NEXT STEP 💪 ]
    Looking for more? We've got you covered.

    Click the link below to join the Service Design Show community.
    https://servicedesignshow.com/subscribe/

    You'll get access to inspiring stories and practical advice that helps to level up your service design career!

  • What does it take... How do you enable a design team to deliver their best work?

    As the VP of Design at Capital One, Jamin Hegeman is thinking about this on a daily basis.

    He is tasked with the big responsibility of making sure that his 700+ design colleagues are able to make a positive contribution to the business and its customers.

    In this week's episode you'll hear the journey Jamin has been on over the last few years. How he transitioned from being a design practitioner at a respected consultancy to now being a design leader at a major corporate.

    We talk about the need for designers to understand how things get done inside an organization. And how Jamin gained a new perspective on what success looks like.

    This conversation has some great insights on what it takes for design(ers) to be more impactful. Even if you're currently not a VP ;)

    It's a great privilege to be able to pick the brains of people like Jamin. And that they are willingly taking the time out of their busy schedule to share their experiences with us!

    Enjoy the conversation and keep making a positive impact!

    --- [ GUIDE ] -—

    00:00 Welcome to episode 143
    03:45 Who is Jamin
    05:15 60 second rapid fire
    07:00 How to become a VP of Design
    11:15 What does success look like?
    15:30 Being visible
    20:30 Lessons learned
    25:30 Good design leadership
    29:15 Agency versus in-house perspective
    34:15 Operationalizing design
    38:30 Sense of accomplishment
    43:30 Fighting the right battles
    50:00 The impact of scale
    51:15 What's next
    52:00 Closing thoughts


    --- [ LINKS ] ---

    * https://www.linkedin.com/in/jaminhegeman/
    * Design Justice (book) - https://amzn.to/3sFzWxz

    --- [ HOW TO EXPLAIN SERVICE DESIGN ] ---

    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.

    https://servicedesignshow.com/free-course

  • On episode 7 of the Service Design Show Adam Lawrence once said this..

    "If you can only do one thing in the entire design process, do research."

    I don't have to convince you of the importance of proper user research. It's the lifeline of our work.

    Unfortunately in a lot of organisations research is still seen as something that just slows everything down. It can be hard to get buy-in and support to actually do proper research.

    Recently I sat down with the Circle community to discuss this challenge.

    And it quickly became clear that the struggle is real.

    Everyone in the community had their own story of how company culture stood in the way of them just doing their work.

    When started to look at the solutions and workarounds people had found to get over these cultural barriers, 6 best practices emerged. And in this episode the Show you're going to hear what these best practices are.

    What I enjoy about the Circle is that it's a space where people aren't afraid to share the dirty secrets of our work. It's a refreshing alternative to all the polished case studies we otherwise see.

    --- [ EPISODE GUIDE ] -—

    00:00 Welcome to the Show
    03:30 Who is Taylor
    04:00 Who is Tim
    05:00 What are cultural barriers
    06:30 Evaluating services
    09:45 Where are we today
    12:00 The struggles
    14:00 The consequences
    18:15 Make it into a habit
    21:00 Reframing what research is
    21:30 Quantifying qualitative research
    23:30 Don't ask for permission
    28:15 Create psychological safety
    30:45 Getting over egos
    36:30 Identify your champions
    41:15 Tools & budget
    44:00 Closing thoughts

    --- [ CIRCLE ] -—

    Join our community of in-house service design professionals at the Circle.

    https://www.servicedesignshow.com/circle/

  • What would you say is one of the most daunting design challenges of our time?

    I hope our climate crisis at least crossed your mind.

    As Cat Drew argues, we as a service design community play a key role in helping to solve this crisis.

    Cat is the Chief Design Officer at the UK Design Council and currently championing the Design for Planet initiative.

    In this week's episode of the Show we talk about the opportunities designing with the planet in mind brings to organizations. And how the organizations which keep on ignoring their responsibility will be left behind.

    Cat shares a lot of encouraging examples of services where planet was part of the design brief.

    But no matter how hard you want to use design to shape a better world... If the client who is hiring you doesn't care, it's going to be a very hard task.

    So you need to encourage and inspire your clients to make the planet part of the design brief. It's not easy, but there are some great resources that help you do this and you'll learn about them in this episode.

    As a service design community we need to lead by example.

    Designing with the plant in mind is not a choice. It's a responsibility.

    This conversation with Cat hopefully inspires you to look beyond the current borders of service design!

    --- [ GUIDE ] -—

    00:00 Welcome to episode 142
    02:45 Who is Cat
    03:40 60 second rapid fire
    05:45 What is the UK Design Council
    11:15 What is Design for Planet
    14:15 Cats personal journey
    17:00 Awarenes within service design
    21:45 Encouraging examples
    27:30 Roadblocks and challenges
    35:30 How to get started
    39:30 The business opportunity
    42:00 What is missing
    44:45 Taking responsibility
    46:30 The plan ahead
    48:15 Recommended resources
    51:00 Final thoughts

    --- [ LINKS ] ---

    * Design for Planet Film - https://www.youtube.com/watch?v=wEkInJzvv84
    * Design for Planet festival - https://www.designforplanet.org/
    * Design for Planet fellows - https://www.designcouncil.org.uk/news-opinion/design-council-announces-design-planet-fellows
    * Design Council medium blog - https://medium.com/design-council
    * Salford Wetland - https://www.youtube.com/watch?v=wC-yjQemBmU
    * Systemic Design Framework - https://www.designcouncil.org.uk/resources/guide/download-our-systems-shifting-design-report and animation https://vimeo.com/665550484
    * The climate framework https://www.climateframework.com/
    * Circular Design hub - https://archive.ellenmacarthurfoundation.org/explore/* Circular-design and Circular Economy Hub - https://ce-hub.org/
    * https://leap.eco/

    --- [ HOW TO EXPLAIN SERVICE DESIGN ] ---

    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.

    https://servicedesignshow.com/free-course