• ResearchOps, it's a real game-changer... To drive home why, let me share a personal story.

    I've been producing this podcast for six years now. There are at least 60 steps that need to be completed before a conversation reaches your ears.

    Over the years, I've put different systems in place to make the production process run smoother. But here's the interesting part: Today, I spend about the same amount of time on each episode as I did in my first year.

    So what's changed, you ask?

    Now that I've standardized and documented the entire process, much of the logistical overhead is out of the way. I use that time to focus on our guests and the quality of our conversation -- the magic happens there.

    So, what does this have to do with research?

    Well, what if we applied a similar approach to research? We all know that there's no service design without research. However, getting the time and resources needed for proper research is tough.

    Research is still often seen as an expense to be minimized rather than the investment it truly is—an investment that multiplies the value of your work down the line.

    How can we streamline the research process to free up more time for the real magic to happen?

    Well, that's where ResearchOps comes in! It's a community of passionate professionals looking into how research can be done smarter and deliver more value. Our guest in this episode, Kate Towsey, is at the forefront of this community.

    In our conversation, we discuss how we, as service design professionals, can benefit from the work done by the ResearchOps community and why service design plays a crucial role in making ResearchOps even better—a beautiful self-reinforcing loop.

    One important point from my conversation with Kate is that streamlining the research process isn't about doing less research—it's about increasing its quality.

    Enjoy the chat, and keep making a positive impact!

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 189

    05:00 Who is Kate

    06:30 How I stumbled into Service Design

    09:00 Lightning Round

    11:00 Intersection Between ResearchOps and Service Design

    14:15 What is ResearchOps?

    20:45 Importance of a Research Library

    27:00 The Secret to Research

    32:00 How it impacts adoption

    37:00 What's missing with ResearchOps

    44:00 Importance of Research Strategy

    48:30 Advise when connecting with a ResearchOps

    52:00 The Future of ResearchOps

    55:30 Resources

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/katetowsey/ ResearchOps Community - https://chacha.club/ http://katetowsey.com/

    --- [ 3. CIRCLE ] ---

    Join our private community for in-house service design professionals.


  • There is no way around it; you have to lead... Here's the elephant in the room: Being in a leadership position can be a lonely and isolated endeavor.

    As service design professionals, we often find ourselves in situations where people look up to us on what to do next. They put their trust in us to set out the course and direction. Great, right?

    Well, if you're the one who has to carry the weight of making the correct call each and every time, it can easily lead to unhealthy situations and potentially burnout. Not to mention that the challenges we work on are simply too complex to solve in isolation.

    But it doesn't have to be this way, as our guest, Amelia Diggle, shares in this episode.

    In our conversation, Amelia shares some unconventional leadership practices that promote collaboration, effectiveness, and even fun, from working out loud to deep listening and mindfulness.

    Amelia's insights offer a much-needed, refreshing perspective on compassionate leadership.

    As you'll hear, regardless of whether you hold a formal leadership role or not, you can inspire change by modeling positive behavior.

    So please join us for the chat and what it takes to become a compassionate leader who achieves results.

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 188

    05:30 Who is Amelia

    08:00 Lightning Round

    10:15 How we can be more collaborative leaders

    13:45 Design having more influence

    16:45 Leadership isn't collaboration

    21:00 What to expect to do differently

    22:30 What's "Working Out Loud"

    27:00 How to get people to work on the right level

    29:15 What to Avoid

    35:00 Being Good at Listening

    42:30 Am I Listening Enough

    43:30 Dealing with a Loud Person

    49:30 A Pivotal Milestone

    52:30 Importance of having a Vision Statement

    57:45 Piece of advice

    1:00:30 Connect with Amelia

    --- [ 2. LINKS ] ---


    --- [ 3. CIRCLE ] ---

    Join our private community for in-house service design professionals.


  • Manglende episoder?

    Klik her for at forny feed.

  • Let's face it... In many organizations, human-centered design, unfortunately isn't yet woven into the cultural fabric.

    This means that design often still needs to earn its stripes before it gets fully accepted inside an environment that's dominated by a different mindset.

    And the stakes are high. Either design's influence grows, and investments shift toward it, or it risks fading into insignificance.

    Right now, there's a strong debate going on in our field: How can we earn this respect without losing our design essence, the very source of our effectiveness?

    ​Scott Zimmer, our guest this week, brings a wealth of insights on what it takes to persuade organizations to make substantial (financial) investments in design. Through his experiences in executive leadership roles, he successfully championed design, building environments where it was regarded as an equal partner rather than a replaceable resource.

    In this conversation, we delve into the strategies for building bridges between business and design, ensuring mutual understanding and appreciation.

    As you'll hear, Scott offers practical, actionable steps to drive change within your organization, from the influence of job titles to crafting stories that resonate with your business partners.

    So, if you're interested in learning what really moves the needle in favor of design from someone who's been at the very top, make sure you don't miss this one!

    One key takeaway from my discussion with Scott is that we should hold firmly to our principles and not doubt the value we bring to the table.

    We can be both brave and humble.

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 187

    05:45 Who is Scott

    09:00 Lightning Round

    10:30 Designers seeking respect

    16:30 Respect revered

    18:30 How to earn the respect

    26:00 Valuing what designers put into the table

    30:15 What it means to be an equal partner

    36:30 Making a positive impression

    39:45 The status quo

    44:30 Bragging rights in your favor

    47:00 Lessons learned

    56:00 It's a bet

    59:15 What's next for Scott

    1:04:30 Final takeaway

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/sczimmer/ Org Design for Design Orgs by Peter Merholz (book) - https://orgdesignfordesignorgs.com/ Join the waitlist - https://www.tmpt.me

    --- [ 3. CIRCLE ] ---

    Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

  • This can't be true... It was a revelation that left Mauricio Manhaes in disbelief.A disturbing pattern emerged during his research on what it means to cultivate a design-driven culture in everyday work.Doing research is much like connecting dots, where individual stories often lack groundbreaking insights. However, unexpected patterns can suddenly emerge when you look across these stories. And that's exactly what happened when Mauricio interviewed some of our field's most accomplished, experienced, and respected professionals. These professionals were generously sharing their work journeys and challenges.But when Mauricio zoomed out and started to reflect on the stories, he realized these challenges weren't rooted in a lack of skills or resources. A deeper, systemic issue is at play, limiting design and designers from living up to their full potential. Mauricio has recently published his findings and came on the Show to share them with us. Join us to gain insights into what might be limiting your impact, and walk away with a practical tool to help you have constructive conversations about this topic with peers.What I deeply appreciated about Mauricio's approach is that it's all about understanding and improving, not about assigning blame. Enjoy the conversation, and as always keep making a positive impact.~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 186

    06:30 Who is Mauricio

    08:15 Lightning Round

    17:45 Being part of the decision-making

    20:00 What Social Exclusion is like

    23:00 Verbal hostility in the workplace

    24:15 Realizing the issue: Workplace Bullying

    31:00 Feminity and design

    38:00 Journey mapping the issue

    43:00 Taking ownership of the issue vs being the victim

    48:15 What should be explored next?

    52:15 The action plan: what we should do

    54:15 Get in touch with Mauricio

    55:00 How can we devise more ways

    --- [ 2. LINKS ] ---

    LinkedIn - https://www.linkedin.com/in/manhaes/ Truths and Method by Hans-Georg Gadamer - https://shorturl.at/rBOQW Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20 - https://www.youtube.com/watch?v=VCjrMUz_gk0 Slidedeck used on the SDN Global Cafe - https://www.linkedin.com/posts/manhaes_to-fit-or-not-to-fit-touchpoint-vol-14-activity-7087067423404634113-358C

    -- Compilation of the main discussion points that emerged after the SDN --

    Cafe and the related LinkedIn post (above) - https://www.linkedin.com/pulse/designers-treated-like-women-organizations-mauricio-manhaes-ph-d-/ SDN link to the article - https://www.service-design-network.org/touchpoint/tp14-1-the-employee-journey/tp14-1-to-fit-or-not-to-fit Download the Journey Map - ⁠https://drive.google.com/file/d/1TGW2TmcvIZSg6pV53wU4Z4l4ECHXUzGF/view?usp=drive_link⁠⁠

    --- [ 3. CIRCLE ] ---

    Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

  • It's the magic ingredient (and blind spot)...Trust. It's not a topic that gets much attention in the service design space, but it's the secret sauce you need to get people on board with your ideas. Trust is the linchpin whether it's your colleagues, clients, or CEO.

    That's why, in this week's episode, we dive into what it truly takes to cultivate a deep sense of trust with those around us. The good news? You likely already have all the skills required.

    While trust is universally important, it's especially relevant for us as service design professionals. Most of the time, we do not control the budget or have full decision-making power. We're heavily reliant on partners to turn insights into action. It's fair to say that building partnerships is a daily necessity for effective service design.

    The challenge (and frustration) arises when we struggle to secure genuine buy-in within these partners. Sure, we can get heads nodding in agreement when we present our plans or ideas. But that's just the tip of the iceberg. To make a real impact, you need people willing to invest their scarce time, money, and attention in your vision. That's the kind of buy-in that drives change.

    And trust, both in you and your ideas, is the key to achieving this level of commitment. So, how do you go about building this trust?

    Our guest in this episode, ​Dr. Heather Walker​, has been guiding professionals on this very journey, and in this episode, she unveils the key skills needed to get buy-in for your ideas. She also sheds light on common pitfalls professionals encounter when pitching ideas and how to maintain resilience in the face of rejection or setbacks.

    This conversation delves into aspects often overlooked in the everyday discourse around service design—knowledge you need to become a more mature, well-rounded, and influential professional.

    I believe this episode couldn't have arrived at a better time. Heather is not only a knowledgeable expert but also deeply invested in your success. She's your biggest cheerleader.

    Enjoy the conversation, and keep making a positive impact!

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to episode 185

    07:15 Who is Heather

    10:00 Lightning Round

    17:15 Why it's on the agenda

    23:00 Common mistakes in Buy-in

    29:15 Why do we skip the why?

    31:00 The consequences when you fail to communicate

    35:30 Handling rejections

    43:30 Figuring out your way to communicate

    50:30 Influencing people in consuming information

    57:00 Dealing with Disappointments

    1:03:00 Celebrate your wins

    1:06:30 Why you should celebrate your small wins

    1:10:00 recommended resources

    1:12:15 Piece of advice

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/leadwithconfidence/ A Course in Miracles (book) - https://a.co/d/bx4Z0BJ 10-day remote team building challenge - https://shorturl.at/npCE4 Reset - A Guide to Help You Put a Self-care Toolkit (book) Reach out to Heather: [email protected]

    --- [3. Selling Service Design with Confidence ] ---

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

  • It's not a walk in the park... In fact, calling it challenging is a major understatement.

    What we, as service design professionals, often need to tackle some could described as brain surgery. But I bet they didn't teach you that in service design school. They certainly didn't for me.

    But why the analogy to brain surgery, you ask? According to our guest, Perrin Rowland, who serves as the Chief Experience Design Officer at one of New Zealand's largest banks, a significant part of our role involves rewiring the organizational neural pathways.

    This rewiring is necessary because many established organizations lack the infrastructure needed to fully leverage the potential of design. It's simply not their modus operandi; it's not how they've reached their current status (quo).

    Consequently, these organizations don't align with the core design principles, which leads to misaligned beliefs, behaviors, and practices. This misalignment often results in disappointment when design attempts to work its magic in an unprepared environment.

    But here's the crux: we can, and indeed must, do better. Even if you don't encounter it daily, remember that those who benefit from our services rely on us to make them more human-centered.

    So, how do we build the infrastructure necessary for organizations to prioritize their customers' needs as diligently as they do those of shareholders or regulators? With starting from scratch not being an option, we're left with the challenge of reshaping the existing foundation and pivoting from there.

    Yes, it's tough work. And yes, sometimes it's okay to let off steam. It's all part of the journey. Tune in to this conversation with Perrin, and you'll get what I mean.

    I must say that Perrin's energy in this conversation is absolutely contagious. If nothing else, you'll walk away with a renewed appreciation of the complexity of the role of service design and brain surgery.

    Enjoy the episode, and as always, keep making a positive impact!

    - Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to episode 184

    10:15 Who is Perrin

    13:45 Lightning Round

    18:45 About the topic/book

    21:15 Why we need to rewire the pathways

    25:30 What's missing?

    29:30 How to reframe this

    34:15 How to make it work

    38:15 Bottom-up approach and top-down initiative

    42:15 Importance of having a taxonomy

    45:00 How do you go about changing the processes

    47:30 Does this convince them to make the investment

    52:45 The value in trust

    59:15 What's next?

    1:00:15 Closing thoughts

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/perrinrowland/ https://eagleman.com/books/livewired/

    --- [ 3. Selling Service Design with Confidence ] ---

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

  • What's the impact? What happens when you can translate the value of service design in a way your business leaders understand?Does your daily work transform? How does it influence your projects? Does it open doors to new challenges? Does it boost your career?

    Many theories abound, but why not hear it straight from the pros who are bridging this business-design gap?In this episode, six service design professionals share their journey. And here's a spoiler: improving your business communication skills isn't just crucial for client-facing roles; it's invaluable whether you're freelancing or working in-house.Thank you for being part of our community. Your work matters, and remember, we've got your back!- Marc

    [ 1. Episode Guide ]

    00:00 Welcome 03:30 The graduates 04:30 Kate (agency) 11:15 Vinatha (in-house) 19:00 Afi (independent) 27:15 Anu (in-house) 34:45 Jane (in-house) 41:15 Cristina (public sector) 49:45 Closing thoughts

    [ 2. Selling Service Design with Confidence ]

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

  • It feels like an absolute no-brainer... Involving our users in the design process.

    We've all seen the outcomes of services that neglected this step. In the best case, these services that looked great on paper just get no adoption in the market. In the worst case, they cause harm to certain communities.

    Within service design, we know that co-designing solutions is a way to minimize this risk greatly and to deliver services that meet the needs of our users. Yet, involving users in a meaningful way is easier said than done. The challenges can be overwhelming, like ensuring that co-design happens before the key decisions are made.

    So, what does it take to good co-design? Well, in this episode, Marc sat down for a chat with Emma Blomkamp. Emma is a respected expert in our industry around anything and everything co-design. Emma's insights on good co-design go beyond processes, touching on its often-overlooked mental aspects. Because knowing the right steps in a co-design process is meaningless if it leads to burnout.

    We explore how to cope when things don't go as planned, maintaining a light approach around loaded topics and finding the support for creating deeper, more human connections. All in all, it is an inspiring conversation for when you want to do justice to the people you're designing for while also taking care of your own mental well-being.

    It's easy to forget that we sometimes need to take a break and reflect on our own practice to develop a clear perspective on what good looks like. I'm grateful that Emma reminded me of that.

    Enjoy the episode, and keep making a positive impact!

    - Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to episode 18306:30 Who is Emma10:45 Lightning Round13:00 What is Codesign?15:00 Why it's important17:30 The difference20:00 Good place to start22:00 Fo-design23:30 Guide to good Co-design25:00 Reciprocal value in Co-design28:30 Pressure in Co-Design35:30 Good intention gone wrong39:30 Should everything be Co-designed?42:45 What makes a good Co-designer47:00 Areas of support49:00 Codesign needs co-support52:00 Future of Co-design54:45 Final thoughts--- [ 2. LINKS ] ---

    https://www.linkedin.com/in/emmablomkamp/ https://www.beyondstickynotes.com/what-is-codesign https://www.goodreads.com/book/show/49628.Cloud_Atlas

    --- [ 3. CIRCLE ] ---Join our private community for in-house service design professionals.https://www.servicedesignshow.com/circle

  • In this episode, we dive deep into DesignOps and its rapid adoption by leading companies worldwide. Personally, I'm a strong advocate for DesignOps. I feel it holds the potential to unleash, or at least significantly contribute to, the full power of design within organizations.The fact that you're reading this tells me that you probably also feel design needs to operate at a more strategic level and not be confined to surface-level challenges.DesignOps plays a crucial role in creating an environment where design and design professionals flourish. It bridges the gap between an organization's existing operations, often misaligned with a design-driven approach, and a future where design seamlessly integrates with how business is done.As you might have experienced yourself, most organizations lack the supporting systems, processes, and tools for design to thrive. Design's voice is often muffled amidst the organizational noise. Being in such a scenario can be incredibly frustrating. You recognize your work's potential impact, yet external factors limit it.This is where DesignOps comes in — removing these limitations and cultivating a space where design professionals are heard and valued. The guest in this episode is Heidi Ettanen, a respected leader in the DesignOps realm, leading operations at a global fashion and retail brand. I sat down with Heidi to explore some burning questions: when do you need to establish a dedicated DesignOps role, how do you align people and processes without stifling creativity, and what are the common pitfalls when initiating DesignOps?So, if you're passionate about creating an environment where design thrives, elevating its impact on your organization through design (did anyone say inception), this episode is a must.With each DesignOps-focused episode, my respect for the field and its champions grows. And there's just so much opportunity for collaboration.Enjoy the conversation, and keep making a positive impact!- Marc

    --- [ 1. GUIDE ] ---00:00 Welcome to episode 18204:00 Who is Heidi04:45 Lightning Round07:00 How it all started11:15 What is DesignOps (Workplace Analogy)12:45 Why is it Important?14:30 What DesignOps focuses on19:15 Challenges dealt with26:15 Who takes the lead?31:15 When Do We Introduce DesignOps?36:45 3 Pillars in Ops39:00 The hardest aspect of DesignOps40:15 What's holding us back44:00 H&M design process47:00 What's needed to make it impactful 49:45 What did you wish you knew?--- [ 2. LINKS ] ---


    --- [ 3. CIRCLE ] ---Join our private community for in-house service design professionals.https://servicedesignshow.com/circle

  • Imagine not just designing one service... But shaping your entire organization so that it keeps improving the services it offers, continuously. Yes, it's a much bigger challenge, yet the reward of creating a highly service-oriented organization is immeasurable.

    But let's be real, redesigning an entire organization isn't a task for the faint-hearted. You're tinkering with an established system that has steered the company for years, propelling it to where it is today.

    In my view, we don't have a real choice though. How much longer can we design services that eventually fall short of their potential due to organizational roadblocks? Continuing this way not only wastes time and money but also breeds frustration. Your hard work might not have the desired impact, causing doubt to loom over service design's legitimacy as a field with stakeholders.

    They say that you eat an elephant one spoon at a time. In our context, if the elephant is the challenge of reshaping our organization to be more service-centric, where do you start?

    Enter "The Service Organisation," a freshly published book. It's making waves in our community for a reason, and I couldn't resist inviting the author, Kate Tarling, to share her insights on the Show.

    It turned into a great conversation about how decisions are made, funds allocated, and workflows orchestrated within an organization. If you're keen on doing good service design, at scale, this episode is your golden ticket.

    For me, Kate's insights are once again a testament to the monumental effect seemingly simple actions can have.

    Enjoy and keep making a positive impact :)

    - Marc

    --- [ 1. GUIDE ] ---00:00 Welcome to episode 18106:00 Who is Kate07:00 Lightning Round11:15 The reason behind the book18:30 Leadership19:45 Soccer Analogy23:45 What the book centers on25:00 Practice tools examples28:00 Understanding the word "service"30:45 Transforming the organization34:15 The role responsible for funding41:30 The Gap44:30 What's missing47:30 Why it's an integral part49:30 Questions that rose51:45 Examples of Operating Models54:45 Closing Thoughts56:30 Kate's Book--- [ 2. LINKS ] ---

    https://www.linkedin.com/in/kate-tarling-6b43b19/ The Service Organization by Kate Tarling (Kate's Book) Recoding America by Jennifer Pahlka (Book)

    --- [ 3. CIRCLE ] ---

    Join our private community for in-house service design professionals.


  • What does the good life mean to you? And can you design for it?

    I had the pleasure of speaking with Diana Albarran Gonzalez recently, who firmly believes in the power of design to shape a better future for individuals, organizations, and our planet.

    She challenges the prevailing Western-centric and industrial philosophies that often prioritize extraction and exploitation over our collective well-being.

    To transform our design practice and prioritize the greater good, we must embrace diverse perspectives, ways of knowing, and cultural contexts. These alternative approaches may not always be viewed as objective or scientific, but dismissing them limits our potential to create a positive impact.

    So in this week's episode, Diana shares her insights on enriching our current design practice by integrating multiple perspectives. Discover how this shift can be liberating, empowering and align your solutions with the local cultures and environments.

    Conversations like these help me to break free from echo chambers. It's great to be reminded that design extends far beyond familiar faces and best-selling books.

    I hope you'll enjoy the conversation as much as I did.

    - Marc

    --- [ 1. GUIDE ] ---00:00 Welcome to episode 18005:15 Who is Diana07:30 Lightning round10:45 Designing for buen vivir13:15 A different logic of design19:30 What are we missing22:15 Power, privilege, and access24:15 Good intentions gone bad27:00 Owning greater responsibility31:45 Inspiring examples38:15 Making it personal40:45 Roles are shifting42:45 We can all drive change46:45 Acknowledging your emotions52:00 Hope for the future53:45 Recommended resources55:45 Closing thoughts--- [ 2. LINKS ] ---

    https://www.linkedin.com/in/albarrandiana/ Beyond Sticky Notes by Kelly Ann McKercher (Book) - https://www.beyondstickynotes.com/tellmemore

    --- [ 3. CIRCLE ] ---Join our private community for in-house service design professionals.https://www.servicedesignshow.com/circle

  • Okay, this might sound a bit strange... But whether or not you can drive change within your organization has little to do with the quality of your work. Often it's the (lack of) enabling factors around you that determine how impactful you can be.So in this week's episode, we take a step back from our core service design practices and focus on the external conditions that influence our work.During a deep dive session in our Circle community, Ben McCammon shared a valuable health check framework he uses as a team lead. This framework outlines 12 essential success factors that often get overlooked in the midst of day-to-day work.Ignoring these factors can have detrimental long-term effects, leading to team frustration, attrition, and doubts from senior leaders about the team's value. So a lot is riding on making sure that these success factors are always in good shape.Join us as Ben walks us through four key elements of the framework, providing insights and practical advice for creating an environment where service design teams can thrive.If you're a team lead, this framework will undoubtedly be a valuable resource. And if you're not yet in a leadership role, consider sharing this episode with your lead to create a better understanding of what you need to drive change at scale.Enjoy the conversation!- Marc--- [ 1. GUIDE ] ---00:00 Welcome03:00 Who is Ben08:45 Role of the leader12:00 Defining success16:00 The health check18:30 Framework overview19:15 What is the Circle24:45 Expertise & Credibility27:00 Taking actions & routines28:15 Demonstrating value32:00 Proactive stakeholder management35:45 Scoping & planning work38:00 Learning-oriented feedback42:00 Meaningful progress49:00 Appreciation and recognition52:30 Changes to the framework54:00 The most important thing55:00 Closing thoughts--- [ 2. LINKS ] ---

    https://www.linkedin.com/in/benmccammon/ https://www.servicedesignshow.com/team_health_check_framework/

    ⁠--- [ 3. CIRCLE ] ---Connect with and learn from fellow service design professionals across the world. Join our growing community!⁠⁠https://www.servicedesignshow.com/circle

  • In this episode, we dive deep into the insights and experiences of Patrick Quattlebaum, co-founder of the renowned service design agency Harmonic Design.With Harmonic's recent 5th anniversary, I seized the opportunity to discuss what Patrick learned along this journey.You'll hear inspiring perspectives on the challenges of running a service design agency, the essence of effective leadership, and the future of our field.We also delve into the highly anticipated sequel to his co-authored book, "Orchestrating Experiences," which has become a classic in our industry, transforming how companies approach customer experience.Coincidentally, as the book also celebrated its 5-year milestone this year, we explore how the landscape has evolved since its publication and the new chapters Patrick would include. Prepare for some surprising insights.This conversation is unlike what you're used to on the Show, mainly thanks to the Harmonic Design team's collaboration in helping me shape the questions. Their contribution created a truly unique episode.If you're ready for an insightful and light-hearted discussion with one of the icons in our field, don't miss this episode.A big thanks to Patrick for being such a good sport and allowing me to throw some curveball questions at him :)Enjoy the episode!--- [ 1. GUIDE ] ---00:00 Welcome to episode 17902:00 What excites you08:00 Service design cocktail10:30 Proudest moments14:00 Biggest surprise in the pandemic17:00 Orchestrating experiences25:00 The next chapter27:15 Challenging situations33:00 Leadership traits36:30 Vision for the future42:30 Importance of role models45:15 The perfect dinner47:00 Influence of service design49:30 Who is your inspiration51:00 What needs an iteration54:00 Secret ritual55:00 Alternative career57:15 Words of wisdom--- [ 2. LINKS ] ---

    https://www.linkedin.com/in/ptquattlebaum/ https://thisisharmonic.com https://rosenfeldmedia.com/books/orchestrating-experiences/

    --- [ 3. CIRCLE ] ---Join our private community for in-house service design professionals.https://servicedesignshow.com/circle

  • This one was a challenge... I'm trying to summarize the episode you'll hear with Adam Lawrence and explain why you would want to tune in.Ironically, of the key takeaways from the conversation is that words can be very limiting, especially when dealing with challenges that involve complex intangible human experiences.This is why you see many other, richer forms of communication being used in service design. We love to visualize, prototype with LEGO and even act things out. And what we find is that these forms of communication, which look deceivingly playful to outsiders, lead to better and faster decision-making.It's not just about being more effective either; by focusing on words as the primary way of communication, we exclude those who could contribute meaningfully through other expressive means.However, as I'm sure you know, not everyone feels comfortable with these alternative forms of communication, even though they are more effective and inclusive. Many organizations crave certainty, logic, and definitive answers, leaving little room for ambiguity.This brings us back to the conversation with Adam. We delve into why non-designers hesitate to embrace richer forms of communication and the fears and anxieties associated with it. And how can we lead by example to create a pull effect rather than imposing our methods dogmatically onto others.So, all in all, we cover a lot of ground in a conversation where we advocate for using fewer words :)A standout message for me was when Adam said that the riskiest thing a business can do is stick to the status quo. Enjoy the episode, and keep making a positive impact.--- [ 1. GUIDE ] ---00:00 Welcome to episode 17806:30 Who is Adam08:30 Lightning round12:00 Implicit vs explicit design17:00 The limitation of words20:00 It's just faster23:00 Using richer data27:30 The tension in design32:00 Investigative rehearsal34:00 Subjective value37:15 Do we get it39:45 What's stopping us41:45 Increasing the odds46:00 Pull vs push change50:30 Common objections53:00 Creating a safe space59:00 Things are changing1:00:30 Call to action1:01:30 Closing thoughts--- [ 2. LINKS ] ---* https://www.linkedin.com/in/adamstjohnlawrence/* http://globaljams.org* https://www.cocreationschool.com* This is Service Design Thinking (book) - https://amzn.to/3NdT0gx* This Is Service Design Doing (book) - https://amzn.to/3qY6zco--- [ 3. CIRCLE ] ---Join our private community for in-house service design professionals.https://servicedesignshow.com/circle

  • Which do you prefer? A service that simply gets the job done.

    Or... a service that not only gets the job done but also helps you express your values and identity.

    If you choose the second option, you're in for a treat. This week's episode is all about decoding the design of meaningful services.

    But first, let's take a moment to acknowledge that the things we buy often reflect our values.

    Some of the most successful products allow us to express our identity through them, like driving a Tesla, wearing Havaianas, or collecting Pokémon cards.

    These products go beyond functionality, becoming iconic symbols of pop culture. They attract passionate fans and loyal ambassadors.

    Now, when it comes to services, it's much harder to find those with the same pop culture status. Why is that?

    Our guest, Claire Dennington, has extensively studied this topic and reveals the key: trends. Yes, trends can be a design material for creating services that add meaning and joy to people's lives.

    So if you want to learn how trends can be harnessed to design services that people want to use and associate themselves with, make sure you don't miss this conversation!

    I admit when I first heard about using trends in services, I was concerned about their sustainability. But in my conversation with Claire, she explains how trends can actually encourage sustainable behavior, particularly in the realm of services.

    Enjoy the episode and keep making a positive impact.

    - Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to episode 177

    04:00 Who is Claire

    04:45 Lightning round

    07:30 How it all started

    08:30 What is pop culture

    11:00 Culture vs. pop culture

    13:30 Iconic examples

    15:15 Where's the opportunity

    17:15 Recognizing meaning

    20:30 What's the advantage

    23:30 How sustainable is this

    26:00 Material properties of trends

    28:00 What shapes what

    29:30 From sub to pop culture

    32:00 Traditional services

    33:15 Evolution of trends

    36:45 How to start

    40:15 Picking the trend

    42:00 Relationship to branding

    44:00 What excites you

    47:00 Developing service concepts

    49:30 Closing thoughts

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/claire-dennington-a61871b/ https://aho.no/en/calendar/doctoral-thesis-defence-claire-dennington

    --- [ 3. CIRCLE ] ---

    Join our private community for in-house service design professionals.


  • We must have him on the Show... That's what crossed my mind when I came across Jaryn Miller's recent LinkedIn post.

    Jaryn is the service design manager at Headspace Health. You might know Headspace from their popular meditation and mindfulness app, but these days they do a lot more.

    So I reached out to Jaryn with an invitation, and luckily, he said accepted. Our conversation took us on a profound personal journey.

    It became clear that Jaryn is on a mission—a mission to foster inclusivity and equity within the healthcare system in the USA, leveraging the power of design to do so.

    A critical challenge we face as a community is that, often unconsciously, we are still designing for "the majority." This approach has harsh consequences, as individuals who fall outside the average user profile feel unrecognized in the system or, worse, experience harm.

    It’s our responsibility to change this. Yet, advocating for change is not enough. We must put in the effort and summon the courage to resist the path of least resistance. If this seems daunting, I totally get it, but rest assured. In this episode, Jaryn shares practical steps you can integrate into your daily design practice to promote inclusivity.

    While our conversation primarily focuses on the US healthcare system, the insights shared hold relevance for any environment where inequalities persist. This is a must-watch episode for those seeking to deepen their awareness of the (unintended) consequences of the services we design.

    I'll admit that discussing important yet weighty topics such as racism and systemic harm is not always easy. I'm grateful to Jaryn for guiding us through this dialogue.

    Enjoy the episode and continue making a positive impact.

    - Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to episode 176

    05:00 Who is Jaryn

    07:00 Lightning round

    09:45 What do we need to know

    11:15 Jaryn's story

    15:30 How did we get here

    17:30 Manifestation of disparities

    19:45 The role of design

    22:00 Being the other

    25:00 The north star

    27:15 Small things you can do

    30:00 Biggest objection

    33:00 Importance of leadership

    34:30 What success looks like

    37:00 Think of the inverse

    40:00 Personal journey

    43:45 The vision

    47:00 Building community

    48:30 Closing thoughts

    --- [ 2. LINKS ] ---

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

    --- [ 3. CIRCLE ] ---

    The service design team you wish you had around you each and every day.


  • How can you enhance your collaboration skills? One of the charms of service design is that you always need to involve people from many different disciplines to achieve meaningful outcomes.

    And as the challenges that you're working on become increasingly complex, effective collaboration becomes more crucial than ever. However, not all forms of collaboration are created equal...

    Understanding the differences between them can make the distinction between a smooth journey with great results and a road filled with difficulties and frustration.

    You may have come across terms like interdisciplinarity, multidisciplinarity, or even transdisciplinarity within the context of service design. These concepts represent different ways of working together, and chances are you are already engaged in one of them, whether consciously or not.

    To shed light on these concepts, I had the opportunity to learn from Elrica Degirmen, our guest in this week's episode. Elrica explains the significant differences between these terms, and in our discussion, we strive to clarify them in simple terms.

    Because when you understand the strengths and weaknesses of each approach enables you to become a more effective collaborator, equipped with the knowledge to navigate various situations.

    So, are you curious about the benefits of working in a multidisciplinary team? Wondering when a transdisciplinary approach is most appropriate? Interested in transitioning from an interdisciplinary to a multidisciplinary way of working?

    It might feel a bit like we're geeking out on service design terminology but I guess sometimes that's totally fine and even helpful :)


    - Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome03:30 Why this topic04:30 Three definitions08:00 Why does it matter09:30 Picking the right one13:00 Moving into transdisciplinarity16:00 Putting it into practice18:30 The roadblocks21:30 First step25:45 Finding the time28:30 Beyond service design35:30 New insights37:15 Lesson learned39:15 Closing thoughts

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/elrica-feride-degirmen/ Original research paper (PDF): https://go.servicedesignshow.com/ixfx0

    --- [ 3. CIRCLE ] ---

    Connect with and learn from fellow service designers across the globe. Join our growing community!


  • Is design facing a leadership crisis? If you’re nodding in agreement, you’re not alone.

    As service design professionals, we know the power of our craft to create meaningful change. Yet, we often struggle to find the support necessary that allows us to have a long-lasting impact. And when those around us in leadership roles fail to advocate for the value of design, progress stagnates, and burnout becomes all too common.

    But here’s the good news.

    You can lead the change today, regardless of your job title or position. So, how do you start leading in an authentic way that aligns with your values and the realities of business?

    Our latest guest, Sarah Clearwater, interviewed design leaders to find out. She shares her insights in this week's episode with us.

    If you want to grow the impact design has on your organization and are tired of waiting for others to pick up the torch, tune in to this conversation!

    Yes, taking on a leadership role can be daunting. But what’s the alternative…

    Keep pushing for positive change!

    - Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to episode 175

    05:15 Who is Sarah

    06:45 Lightning Round

    09:00 What is Design Leadership

    10:15 What is the status quo

    14:15 Practice vs functional leadership

    17:45 How did we get here

    21:00 Being context-aware

    25:00 The lightbulb moment

    26:30 Reflection is a key practice

    31:15 Limiting biases

    33:00 How does leadership manifest

    35:30 When the interplay breaks down

    36:30 Maturing beyond the craft

    40:15 Go where the energy is

    43:00 Setting boundaries

    46:30 Growing in increments

    47:15 Understanding our position

    49:15 The quality of our stories

    53:30 You have the potential to lead

    56:00 The absence of leadership

    58:30 Direction rather than a destination

    59:30 Why not start today

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/sarahclearwater/ https://go.servicedesignshow.com/design_leadership_report

    --- [ 3. CIRCLE ] ---

    Join our private community for in-house service design professionals.


  • What does it take to unlock the full potential of service design? That was the burning question in my recent conversation with Jung-Joo (JJ) Lee.As you know, service design's true value goes beyond delivering specific artifacts or running workshops. However, the prevalent narrative around service design in recent years suggests that it is a codified process with specific outcomes that can be applied to almost any situation.While this storyline might make it easier to initially "sell" service design, it doesn't consider the systemic value being created, the need to contextualize service design to fit diverse cultures, and the time it takes to deliver meaningful outcomes. When we stick to this one-dimensional narrative, we end up doing service design on a surface level, wondering why the underlying issues we're trying to address remain unimpacted. The longer we maintain this approach, the greater the risk of service design being dismissed as another short-lived fad: "We've tried it. It doesn't work."As service design professionals, it's up to us to change this narrative. And that's precisely what this episode is all about.JJ, who has witnessed firsthand how people adopt the "textbook" version of service design, shares practical tips on holding yourself and your clients to higher standards. Join us as we delve into ways to contextualize service design for diverse cultures, move beyond a process-oriented approach, and focus on creating intangible value. It might not be easy or pain-free in the beginning, but in the end, everyone wins.Although we explore cultural differences between countries and continents, the lessons we discuss in this episode apply to all companies and organizations, regardless of location.Let's keep making a positive impact together!- Marc

    --- [ 1. GUIDE ] ---00:00 Welcome to Episode 17505:45 Who is JJ08:30 Lightning Round12:15 The plurality of service design19:15 Understanding of SD in Asia23:15 Story from South Korea26:00 What was missing29:15 Role of design maturity35:00 What does this mean for us39:15 The end of the double diamond42:00 Evolving our practice47:30 Have more courage51:30 Closing thoughts--- [ 2. LINKS ] ---

    https://www.linkedin.com/in/jung-joo-lee-154660a/ To Have or To Be? (book) - https://amzn.to/3H4i7jN

    --- [ 3. CIRCLE ] ---Explore our community for in-house service design professionals.https://servicedesignshow.com/circle

  • As service designers, we often face the challenge of sustaining momentum for change after the initial excitement of a project. It's easy to get caught up in the research and ideation phase, but true success only comes from making a tangible impact on our customers. If you've ever struggled with getting your insights to stick, you're not alone. Recently, Lisa Salamone hosted a session in our Circle alliance where members shared their experiences on sustaining momentum. We discussed practical tips on how to increase the chances that people follow through on your work.By applying these tips and strategies, we can ensure service design doesn't become mere "corporate entertainment" and makes a real difference.So I invited Lisa for a chat on the Show to share the key takeaways from that session with you.One thing that stuck with me from this conversation was the importance of how you start a project. Going slow to go fast is crucial.Enjoy the episode, and keep making a positive impact :)- Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome03:00 Who is Lisa04:15 What's in store05:30 How do you recognize this08:00 What can you gain09:15 The challenge12:30 How did we get here14:30 Is it our job17:00 Setting up for success19:45 Understanding the problem space23:00 What is the Circle25:00 Finding advocates32:15 The beginners mind34:30 Reusing existing knowledge37:30 Lesson learned40:30 Closing thoughts

    --- [ 2. LINKS ] ---


    --- [ 3. CIRCLE ] ---

    Join our private community for in-house service design professionals.