Episoder

  • Imagine that you had the power to look into the future...

    That you could escape from the short-term focus and envision a world years or even decades away. And on top of this, you'd be able to turn this vision into something real, a roadmap to guide your decisions today.

    Wouldn't that change everything?

    Now, this episode won't give you a crystal ball, but it might be the next best thing.

    We all know that the challenges we face today require different ways of thinking in order to solve them. If we continue on the trajectory we're currently on, our future isn't looking very bright, to say the least.

    In order to create a different, better future, we have to first imagine it.

    But with our world changing so fast, how can we even predict tomorrow, let alone years from now? Aren't we just better off focussing on the here and now?

    Not according to our guest, Ali Draudt. Ali teaches us that predicting the future is a hidden superpower of designers. Lucky for us, Ali is an expert – author of "What the Foresight," holding a degree in Design Strategy and Strategic Foresight, and is currently the Head of Innovation and Design Strategy at Nike.

    In this episode, you'll hear how to:

    Explore worldviews that might be radically different from your own. Challenge your existing beliefs and biases to imagine the seemingly impossible. Use practical tools to make abstract futures tangible.

    So, if you're to unleash your hidden superpower and make better decisions today you'll be in for a treat!

    Talking with Ali reminded me that the dots only connect in hindsight. The only way to make those breakthrough, serendipitous connections is by continuing to explore things that seem irrelevant now.

    Enjoy and keep making a positive impact.

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 197

    04:00 Who is Ali

    04:45 How Ali Stumbled into Service Design

    06:30 Lightning Round

    08:00 Moving beyond antromorphic design

    10:30 What's truly human-centered

    17:30 Adopting to this practice

    21:00 Next big thing to go beyond

    24:00 Changing levels of zoom

    31:00 Coping mechanism on the speed

    38:00 Using the Steep Model in Teams

    40:00 4 archetypes to future potentials

    45:30 What good work look like

    49:30 Co-creation mode

    50:45 What I hope you'd remember

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/alidadraudt/ The Thing from the Future (Team-building game) https://situationlab.org/project/the-thing-from-the-future/ The Ministry for the Future - Kim Stanley Robinson (Book) https://a.co/d/992fmv5

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    https://servicedesignshow.com/circle

  • Here is something that makes many service design professionals cringe...

    The question to quantify the impact design has on the company goals.

    You'll see that finding the answer to this question is actually surprisingly easier (and more fun) than you might think.

    Here's a business mantra you might have heard before: If it's not being measured, it's not important.

    Numbers rule. That's that cold, hard reality of how companies operate.

    Now, as a design community, we've always struggled to quantify the value we bring to tangible business outcomes.

    Sure, there are valid reasons – we often work on systemic challenges where it's hard to make a water-tight correlation between our efforts and the specific impact they have on the goals.

    There are just many factors at play that have an influence, and isolating our contribution is hard or, rather, impossible.

    So, we often get hung up on this attribution question as we feel we can't "prove" how much we've contributed.

    Even if we want to measure our contribution, we find that the right measuring processes aren't in place to do so. So, we'd rather focus our time and energy on solving the actual challenge at hand than implementing those processes from the ground up.

    And let's be real, not many of us wake up excited about capturing things in a spreadsheet.

    So yes, there are reasons why quantifying the impact of design is hard and often lacking.

    But, as we've recently seen, we're paying a high price for this.

    Just scroll through your LinkedIn feed to see many sad examples of that playing out. When budgets tighten, design often takes the hit as it can't show, in numbers, its contribution to the business.

    Okay, I know this hasn't been a very uplifting message so far. But here's the good news.

    There is a group of professionals out there who absolutely love design and thrive on these types of measurement challenges.

    Of course, I'm referring to our friends from the DesignOps community.

    When we collaborate closely together, we have the power to anchor design as an indispensable strategic discipline. At least that's the firm conviction of Patrizia Bertini, our guest in this episode.

    Patrizia, shares her journey of implementing measurement frameworks that facilitate healthier conversations between design professionals and business stakeholders. In the conversation, we dive into the juicy stuff like value attribution, measuring systemic impact, and prototyping with numbers.

    I can't guarantee this episode will turn you into a spreadsheet enthusiast, but it will definitely inspire you to be BFFs with someone who loves crunching numbers.

    Let's face it; we might sometimes feel intimidated by numbers. We want to prove with scientific rigor that things are the way we say. But here's a secret: educated guesses are everything you need...

    Enjoy the chat and keep making a positive impact!

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 196

    03:30 Who is Patricia

    04:15 Patricia's first Service Design encounter

    05:00 Lightning Round

    06:30 Thoughts about design identity

    12:00 The decline of strategic design

    16:30 Unpacking data triangulation

    21:00 Identifying problem in onboarding

    24:45 Design thinking for business problems

    30:00 Going against the system's structure

    32:30 Initiating organizational values

    42:00 The impact of translating what the business is

    46:00 How to bridge the gap

    51:30 Who should be accountable?

    56:00 What to avoid and what we should do

    --- [ 2. LINKS ] ---

    http://linkedin.com/in/patriziabertini

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  • What's the most important tool in your service design toolbox?No, it's not a fancy piece of software or a groundbreaking methodology.The most important tool is you.A bit cheesy? Perhaps. True? Absolutely!Let me explain.You're the enabler for all actions leading to positive change. It's easy to overlook the importance of keeping this tool—yourself—in top shape. And you can only deliver your best work when you're healthy and happy.If you're drained by unfulfilling work or feel your talent is going to waste, all the other tools in your kit won't matter. So, how do we get to a place where we do work that gives us joy and motivates us to get up in the morning?That's the theme of the conversation with our guest, Frances Yllana. Frances shares practical ways to align our work with our purpose. And we discuss the importance of prioritizing conscious career development, even in busy times. As you'll hear, the great thing is we can apply many tools and methods from our own toolbox to achieve this.This episode is all about making sure you do the work you want to do, not just the work you know how to do. Yes, the stakes are high!The conversation with Frances inspired me to spend even more time understanding myself—when do I operate best and deliver my most valuable work? There's a lot of power in knowing yourself, so hopefully, it will get you in this mood as well.Keep making a positive impact.

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 195

    03:30 Who is Frances

    04:00 How she stumbled to Service Design

    05:30 Lightning Round

    08:45 Finding purpose by doing work outside of our work

    10:30 What lead to this thinking

    14:30 How the purpose translated

    18:30 Increasing the chance of clarity

    20:30 Insights to figuring out what you should be pursuing

    27:00 How we can identify the impact that we are contributing

    32:45 A knack for recognizing wins

    39:30 Helpful methods to help you find purpose in your work

    43:30 Piece of advice

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/francesy/ SunsayS.cool - https://www.sundays.cool/ Send a letter of gratitude to someone - https://www.sundays.cool/praise

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  • Design is at risk of being misused and exploited...

    Wow, I had to let that sink in for a moment.

    It's not the first thing that comes to my mind when I think of the service design community.

    I generally see a bunch of optimistic and passionate professionals dedicated to making the services around us better.

    However, our latest guest, George Aye, delivers an important wake-up call. George argues that when we solely focus on the feasibility aspect of our work, we fall into the trap of contributing to challenges that aren't aligned with our values.

    It's not enough to merely ask whether we can do something.

    As a practice, we must take responsibility and hold each other more accountable for the impact we have on the people that we serve. The key question, according to George, is whether we should contribute to a particular challenge. No challenge is too small for thorough scrutiny. We need to overcome the idea that we should get involved in every project and demand higher ethical standards from ourselves and our clients.

    But what does this mean in practice?

    In our conversation, George, who leads a highly respected design studio, spills the beans on how his team holds him accountable for the clients and projects they take on. Why he has written over 50 break-up letters to clients and the importance of the "gut-check" tool as the crucial compass for guiding their decision-making process.

    This conversation might make you uncomfortable at times—I certainly felt that way. Yet, I wouldn't have wanted to miss it for a moment, and I believe you might feel the same after listening.

    The topic is too important to ignore.

    One statement from George that continues to resonate with me: When a lawyer or doctor makes a mistake, they lose their license. What are the consequences when a design professional screws up?

    This is a key question we must address to mature our field.

    Enjoy the conversation and keep making a positive impact.

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 194

    03:45 Who is George

    04:30 Lightning Round

    08:00 Should we do it?

    10:30 Am I asking this question enough?

    14:30 A Project promoting unhealthy behaviors

    20:00 Guns and tobacco

    22:15 The risk of getting fired and it's trade-offs

    26:15 How can we know when to speak up?

    30:45 Examples when making a wrong judgment call

    31:15 The Gut check

    48:15 What to do when it doesn't play out well

    53:45 How do we bring this to a broader community?

    57:15 Moral injury

    --- [ 2. LINKS ] ---

    LinkedIn - ⁠https://www.linkedin.com/in/georgeaye/⁠ George's studio: ⁠http://greatergoodstudio.com/⁠ The Social Change by Design Database: ⁠https://airtable.com/appxBXOcR6tqV5phJ/shrmOgXzu5DD2NlYC/tbltgZ0yFEmLkqqJe⁠ Sign up for the fireside chat: - https://go.servicedesignshow.com/kdpbv

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

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  • Could it be that we're missing the ultimate metric of success?

    If I asked you about the metrics driving your organization, I bet revenue, costs, and profit would top the list. Sure, staying in business means earning money, and for most organizations, growing profit has been the default mode of operation.

    But here's the catch: more money shouldn't, and frankly can't, be the end goal. We all feel the consequences of that mindset today. So, if profit isn't the ultimate metric of success, what could be the alternative?

    Our guest, Alan Moore, has an inspiring take on this. According to Alan, the metric to optimize our business for is beauty. Yes, you read that right, beauty. Now, I know this will sound a bit unconventional for some organizations, but just because beauty isn't a recognized metric doesn't mean it lacks importance.

    Just imagine a world where we actually would optimize for beauty instead of profit. Intriguing, right?

    So, is this just wishful thinking? Surely not! In our conversation, Alan shares practical tools and examples of companies that have embraced this philosophy, taking the first step toward a more beautiful business.

    This is one of those conversations that could open up a whole new area in your opportunity space that will help you design better services.

    What resonates with me about Alan's story? It's aspirational. It challenges the mainstream narrative and demands courage to follow this path. Perfect for the design community to embrace if you ask me

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 193

    07:15 Who is Alan

    08:30 How he stumbled upon Service Design

    10:15 Lightning Round

    11:30 Beauty will change the world

    16:15 Why is it about beauty

    22:45 3 Steps to Reset

    28:45 How to look at the world differently

    37:00 Steps in the "Do" Stage

    47:45 When should we push reset?

    49:15 Applying the work you're doing today

    50:45 The point is to strive

    52:15 How to know you're making progress

    1:00:15 What you can do today

    --- [ 2. LINKS ] ---

    https://uk.linkedin.com/in/alanmoore2 https://beautiful.business https://thebeautifuldesignproject.com/ No Straight Lines by Alan Moore (book) - https://a.co/d/9metoPr Do Design by Alan Moore (book) https://thedobook.co/products/do-design-why-beauty-is-key-to-everything

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  • Here's a crazy idea... Imagine you had a team of service design superheroes by your side.

    A team that helps you take on the status quo head-on, challenging organizational inertia with confidence.

    As service design professionals, we're playing the long game. Change is a journey, and navigating tough times is part of adventure.

    Over the holidays, I read "The Long Game". In the book, the author underscores the importance of a strong support group to overcome short-term challenges and bridge the unavoidable chasm of doubt.

    Well, enter the ​Circle community​ – our, or rather your, team of service design superheroes. If you've been following my work, you'll know that we've been carefully building this support group over the last three years. Since day one, the Circle has been an ongoing prototype, and (fortunately) not everything works out as we plan.

    In this episode, you get a peek behind the curtains as we share the lessons learned from the past year. You'll also hear about our hopes for the future and what the next iteration of the Circle could look like.

    The insights aren't just for those creating their own (internal) community; they will resonate with anyone on a journey of professional growth.

    Having experienced the Circle firsthand, I have no doubt that actively exposing yourself to your peers' thoughts, ideas, and experiences is the most effective way to evolve into a mature and well-rounded professional.

    --- [ 1. GUIDE ] ---

    00:00 Circle Retrospective 2023 Special Episode

    02:45 Welcome Brian & Hayden

    03:45 How the Circle evolved

    08:15 The Most helpful Dinner Table Session

    11:00 What we will be exploring more

    12:15 What's important for service designers

    22:15 Small wins

    26:45 Ways How the Circle has expanded

    30:45 What to look forward in 2024

    36:30 What the Circle Can Look like in 5 years

    40:45 How we can improve our practice

    44:45 Closing

  • We've all heard it before... An idea is nothing without execution.

    As service design professionals, our mission goes beyond doing research and creating future scenarios. We're here to create real, tangible change in the lives of the people we serve.

    But here's a frustration I'm sure you'll recognize: many insights we uncover eventually never materialize into solutions. It's been a critique of service design for years.

    Why does this happen? Well, one reason is the handover moments within organizations. Many great ideas die in the transition between people, teams, and departments. Plagued by conflicting agendas, different objectives, and unequal resources. And as service designers, we lack the mandate or authority to see our ideas through to the end.

    So here's a wild idea: What if there were no handovers?

    What if service design were the driving force all the way through?

    In this conversation, we sit down with ​Brad Alphonso​, who's successfully championed this approach within his organization. Service design is now a respected voice shaping customer experiences and influencing the business strategy.

    We explore with Brad what it takes for service design to play this role within your organization. How can you earn the trust and confidence of those around you, allowing you to take the keys to the car?

    We also dive into why we must expand our definition of design, step out of our comfort zones, and overcome imposter syndrome to lead the change we want to see.

    An inspiring conversation based on a real-life case study that will surely give you some new ideas on how to turn ideas into impact.

    Brad's insights have made me aware again that we need to redefine success as we mature within our organizations. Different stages require different metrics, and failing to adapt can leave us stuck—something to reflect on.

    Enjoy the conversation!

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 192

    06:00 Who is Brad

    07:00 How he got into Service Design

    10:30 Owning the journey

    13:30 First-hand experience to pain

    15:30 Should we eliminate the hand-off?

    22:00 How they got people in the room

    27:00 Meet the desires of the organization first

    31:00 What Difference a Holistic Approach Can Make

    33:30 Recalibrate what success is

    40:00 The development process on how this could be implemented

    41:30 The criteria of great work

    45:00 When your work evolves the transformation

    47:45 The biggest challenge in the shift

    50:00 When you can't see immediate progress

    53:15 A practical advice

    --- [ 2. LINKS ] ---

    https://au.linkedin.com/in/brad-alphonso-637914126

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  • In our fast-paced society, we often find ourselves rushing through life. Whether meeting work deadlines or juggling personal commitments, speed and efficiency seem to rule the day.

    Our interactions with others have become transactional, focused on accomplishing tasks rather than building meaningful connections. Have we lost the art of genuine communication, leaving us feeling pressured and stressed, constantly chasing happiness? Sometimes, it definitely feels so.

    So what if we paused for a moment? What if we took the time to listen to one another without judgment or hidden agendas? Listening not to prove a point but to understand.

    Our guest this week, Johnnie Moore, introduces us to the concept of Unhurried Conversations. What started as a simple experiment has grown into a movement.

    Johnnie shares the origins of this movement, what it is at its core, and how it can be integrated into our busy lives, even in work settings where busyness often defines success. Unhurried Conversations act as a magical lubricant in our interactions, making everything flow more smoothly.

    I won't spoil the surprise, but if you feel lucky, take a guess about what this magic entails before diving into our conversation.

    In a world where change takes time, patience is an essential trait for every service design professional. I really do think that embracing an unhurried mindset can be a simple way to strengthen your patience muscle.

    Enjoy and keep making a positive impact :)

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 191

    05:00 Who is Johnnie Moore

    05:30 How he stumbled with service design

    06:30 Lightning Round

    08:00 Topic for today: Have More Faith and Curiosity

    10:30 It's not a secret: Unhurried Movement

    13:00 The talking stick process

    15:00 The experiment

    17:00 Current state of Unhurried Movement

    20:30 The result when people engage in the process

    26:30 What it requires for a participant

    30:00 What might not work - The Risk

    33:15 The effects, level of progression when you "Unhurry:

    35:00 Value in not doing and only listening and repetition

    38:00 Advise when doing Unhurried conversation

    43:45 Not having an agenda

    46:00 Making human connections

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/johnnie-moore-2323/ unhurried.org https://www.unhurried.org/book The Answer to How Is Yes: Acting on What Matters by Peter Block (Book) - https://a.co/d/dl7L8pJ Reach out directly to Johnnie: [email protected]

    --- [ 3. CIRCLE ] ---

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

  • Design has failed... There's a growing narrative that design has fallen short, failing to tackle important business challenges and truly impact customers' lives.

    But let's dive deeper. Was this a predictable narrative from the start? In recent years, design often found itself working within confined parameters, struggling to fit into an agile, time-boxed, and predictable fashion. Trying to responsibly and get in line with the rest of the business.

    I've seen many talented service design professionals work their *ss off, still trying to deliver the best work within these boundaries. But the odds were always against them.

    Perhaps it's our optimism or the sheer challenge that leads us to believe we can reshape design to fit within these constraints. We tried, and to some extent, we succeeded.

    But when we're honest, the result often resembles a watered-down, marginalized version of what design is truly capable of. So, it's not surprising to come across critiques regarding the impact of design.

    The question is, how do we get ourselves out of this messy situation? Our guest in this episode, James Helms, offers some intriguing insights.

    One key aspect is to reconnect with design's superpower: crafting solutions that resonate with people on an emotional level. Additionally, we must find ways to get our executive leaders along this journey. Helping them see how it contributes to the bottom line.

    We can and should also take more responsibility for the work we deliver. If that's not living up to our standards, we need to voice concerns. And when those concerns go unheard, sometimes, we must bravely decide to seek a more supportive environment.

    If you also sense the potential for design to tackle bigger and more meaningful challenges but struggle with the practicalities, this conversation will give you some food for thought.

    The conversation with James got me thinking again about the ever-present balance between a business's quest for predictability and the way design works. How predictable can our work be before it loses its magic?

    Enjoy the episode, and keep making a positive impact!

    ~ Marc

    --- [ 1. GUIDE ] ---

    00:00 Welcome to Episode 190

    05:30 Who is James

    08:30 How James came across Service Design

    11:00 Lightning Round

    13:00 Design's current state

    17:15 Design's value at the expense

    19:15 The agile process

    25:30 Design core values success stories

    31:15 How to maintain the status quo?

    32:00 Domino Effect

    40:00 The Dilemma

    50:00 Anecdotal evidence and stories

    54:00 Is it our fault?

    55:15 What's a better strategy?

    1:03:00 Piece of advice

    1:08:30 Three tech poles of a great creative

    1:10:00 What James is doing now

    --- [ 2. LINKS ] ---

    https://www.linkedin.com/in/jameshelmsad/

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  • 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/

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  • 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 ] ---

    https://www.linkedin.com/in/adiggle/

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  • 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 ] ---

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  • 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 ] ---

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  • 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 ] ---

    https://www.linkedin.com/in/heidiettanen/⁠

    --- [ 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.

    https://servicedesignshow.com/circle

  • 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