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Service Design Show

Service Design Show

By Service Design Show

Go beyond the basics of service design and learn what it truly takes to deliver services that make a positive impact on people, business and planet.
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How to harvest the power of a professional community / Natalie Kuhn / Circle #03

Service Design ShowOct 21, 2021

00:00
51:09
How to Stop the Erosion of Great Services? / Cameron Tonkinwise / Episode #198

How to Stop the Erosion of Great Services? / Cameron Tonkinwise / Episode #198

This has to stop... I don't care what they say. Chatbots s*ck.

But we, as service design professionals, have the power to make things better. Sure, ChatGPT and Google Gemini are impressive tools, but a chatbot on a company's website? Probably one of the most frustrating experiences you can have these days. This trend toward replacing humans in service delivery is a growing concern. There's nothing wrong with trying to optimize processes. It becomes a problem when it's done in a mindless way to solely cut costs at the expense of the user experience. Our guest, ​Cameron Tonkinwise​, makes a compelling case for preserving the human element in service delivery. Because removing this vital component erodes something incredibly valuable that AI (or any other tech) can't and will never be able to replicate. As you can imagine, simply pointing out the problem isn't enough. So, in our conversation, we explore how to make a strong case for human-driven services... even to the most skeptical stakeholders. Spoiler: Waiting for our clients to change their minds isn't the answer. It requires a proactive approach on our part. If you work in a product or tech-driven environment, this episode will hopefully give you the energy and ideas to challenge the relentless push for short-term optimization. The chat with Cameron reminded me that we have a responsibility to design the future we want to see rather than just being of service to others. Enjoy the conversation and keep making a positive impact! Take care, ~ Marc


--- [ 1. GUIDE ] ---

00:00 This is Episode 198

04:00 Who is Cameron

05:00 How he stumbled to SD

12:30 the current perspective to SD

15:00 the ideal outcome

16:45 A vastly uneducated community

24:00 Why the model isn't adopted

26:00 How to support the current economy

29:30 Hockey puck story

33:30 Thoughts in AI

39:00 What you can be offering

41:30 Expressing the need

45:00 Importance of frontline observation

50:00 One practical takeaway

52:00 Connect with Cameron

--- [ 2. LINKS ] ---

--- [ 3. CIRCLE ] ---

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

Mar 28, 202455:14
How to Predict the Future and Make Smarter Decisions Today / Ali Draudt / Ep #197

How to Predict the Future and Make Smarter Decisions Today / Ali Draudt / Ep #197

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 ] ---

--- [ 3. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Mar 14, 202453:16
The Key to Understanding the Impact of Design on Business Outcomes / Patrizia Bertini / Ep. #196

The Key to Understanding the Impact of Design on Business Outcomes / Patrizia Bertini / Ep. #196

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 ] ---

--- [ 3. CIRCLE ] ---

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

⁠https://servicedesignshow.com/circle

Feb 29, 202401:00:16
Practical Strategies for Doing Work that Truly Matters / Frances Yllana / Ep #195

Practical Strategies for Doing Work that Truly Matters / Frances Yllana / Ep #195

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 ] ---

--- [ 3. CIRCLE ] ---

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

Feb 15, 202452:38
Design needs to grow up and take responsibility / George Aye / Ep. 194

Design needs to grow up and take responsibility / George Aye / Ep. 194

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 ] ---


--- [ 3. CIRCLE ] ---

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

⁠⁠https://servicedesignshow.com/circle⁠

Feb 01, 202401:00:48
Why Beautiful Businesses always Win / Alan Moore / Episode #193

Why Beautiful Businesses always Win / Alan Moore / Episode #193

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 ] ---

--- [ 3. CIRCLE ] ---

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

Jan 18, 202401:02:27
How to build a thriving community for and with service designers

How to build a thriving community for and with service designers

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

Jan 11, 202446:22
The secret to getting Service Design in the driver's seat / Brad Alphonso / Ep. #192

The secret to getting Service Design in the driver's seat / Brad Alphonso / Ep. #192

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 ] ---

--- [ 3. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Jan 04, 202453:01
Do better work and boost your happiness through Unhurried Conversations / Johnnie Moore / Ep. #191

Do better work and boost your happiness through Unhurried Conversations / Johnnie Moore / Ep. #191

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 ] ---

--- [ 3. CIRCLE ] ---

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

Dec 21, 202355:45
How to get design out of the box it's been put in and unlock its true potential / James Helms / Episode #190

How to get design out of the box it's been put in and unlock its true potential / James Helms / Episode #190

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 ] ---

--- [ 3. CIRCLE ] ---

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

Dec 07, 202301:11:13
How ResearchOps saves time and maximizes impact / Kate Towsey / Episode #189

How ResearchOps saves time and maximizes impact / Kate Towsey / Episode #189

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 ] ---

--- [ 3. CIRCLE ] ---

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

⁠https://servicedesignshow.com/circle

Nov 24, 202358:52
How to be a compassionate leader who gets things done? / Amelia Diggle / Episode #188

How to be a compassionate leader who gets things done? / Amelia Diggle / Episode #188

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.

https://servicedesignshow.com/circle

Nov 09, 202301:01:10
Strategies for Positioning Design as an Equal Business Partner / Scott Zimmer / Ep. #187

Strategies for Positioning Design as an Equal Business Partner / Scott Zimmer / Ep. #187

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 ] ---


--- [ 3. CIRCLE ] ---

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

Oct 27, 202301:05:05
Solving the systemic issue that's holding design back / Mauricio Manhaes / Episode 186

Solving the systemic issue that's holding design back / Mauricio Manhaes / Episode 186

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 ] ---

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

--- [ 3. CIRCLE ] ---

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

Oct 12, 202358:59
Gain buy-in without burning out by having healthy conversations / Heather Walker / Episode #185

Gain buy-in without burning out by having healthy conversations / Heather Walker / Episode #185

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 ] ---


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

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

Sep 28, 202301:13:21
Rewiring the Corporate Mind through Service Design / Perrin Rowland / Episode #184

Rewiring the Corporate Mind through Service Design / Perrin Rowland / Episode #184

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 ] ---

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

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

Sep 14, 202359:20
The power of merging business and design
Sep 12, 202351:35
How GOOD Co-Design leads to better services / Emma Blomkamp / Episode #183

How GOOD Co-Design leads to better services / Emma Blomkamp / Episode #183

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 183 06:30 Who is Emma 10:45 Lightning Round 13:00 What is Codesign? 15:00 Why it's important 17:30 The difference 20:00 Good place to start 22:00 Fo-design 23:30 Guide to good Co-design 25:00 Reciprocal value in Co-design 28:30 Pressure in Co-Design 35:30 Good intention gone wrong 39:30 Should everything be Co-designed? 42:45 What makes a good Co-designer 47:00 Areas of support 49:00 Codesign needs co-support 52:00 Future of Co-design 54:45 Final thoughts --- [ 2. LINKS ] ---

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

Aug 31, 202356:20
DesignOps is Service Design? / Heidi Ettanen / Episode #182

DesignOps is Service Design? / Heidi Ettanen / Episode #182

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 182 04:00 Who is Heidi 04:45 Lightning Round 07:00 How it all started 11:15 What is DesignOps (Workplace Analogy) 12:45 Why is it Important? 14:30 What DesignOps focuses on 19:15 Challenges dealt with 26:15 Who takes the lead? 31:15 When Do We Introduce DesignOps? 36:45 3 Pillars in Ops 39:00 The hardest aspect of DesignOps 40:15 What's holding us back 44:00 H&M design process 47:00 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

Aug 17, 202352:08
The Service Organization Demystified / Kate Tarling / Episode #181

The Service Organization Demystified / Kate Tarling / Episode #181

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 181 06:00 Who is Kate 07:00 Lightning Round 11:15 The reason behind the book 18:30 Leadership 19:45 Soccer Analogy 23:45 What the book centers on 25:00 Practice tools examples 28:00 Understanding the word "service" 30:45 Transforming the organization 34:15 The role responsible for funding 41:30 The Gap 44:30 What's missing 47:30 Why it's an integral part 49:30 Questions that rose 51:45 Examples of Operating Models 54:45 Closing Thoughts 56:30 Kate's Book --- [ 2. LINKS ] ---

--- [ 3. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Aug 03, 202357:22
How to design more conscious & respectful solutions / Diana Albarran Gonzalez / Episode #180

How to design more conscious & respectful solutions / Diana Albarran Gonzalez / Episode #180

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 180 05:15 Who is Diana 07:30 Lightning round 10:45 Designing for buen vivir 13:15 A different logic of design 19:30 What are we missing 22:15 Power, privilege, and access 24:15 Good intentions gone bad 27:00 Owning greater responsibility 31:45 Inspiring examples 38:15 Making it personal 40:45 Roles are shifting 42:45 We can all drive change 46:45 Acknowledging your emotions 52:00 Hope for the future 53:45 Recommended resources 55:45 Closing thoughts --- [ 2. LINKS ] ---

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

Jul 20, 202355:10
Enabling Internal Service Design Teams to Thrive / Ben McCammon / #Circle

Enabling Internal Service Design Teams to Thrive / Ben McCammon / #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 Welcome 03:00 Who is Ben 08:45 Role of the leader 12:00 Defining success 16:00 The health check 18:30 Framework overview 19:15 What is the Circle 24:45 Expertise & Credibility 27:00 Taking actions & routines 28:15 Demonstrating value 32:00 Proactive stakeholder management 35:45 Scoping & planning work 38:00 Learning-oriented feedback 42:00 Meaningful progress 49:00 Appreciation and recognition 52:30 Changes to the framework 54:00 The most important thing 55:00 Closing thoughts --- [ 2. LINKS ] ---

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

Jul 13, 202356:56
Reflecting on the evolution of service design / Patrick Quattlebaum / Episode #179

Reflecting on the evolution of service design / Patrick Quattlebaum / Episode #179

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 179 02:00 What excites you 08:00 Service design cocktail 10:30 Proudest moments 14:00 Biggest surprise in the pandemic 17:00 Orchestrating experiences 25:00 The next chapter 27:15 Challenging situations 33:00 Leadership traits 36:30 Vision for the future 42:30 Importance of role models 45:15 The perfect dinner 47:00 Influence of service design 49:30 Who is your inspiration 51:00 What needs an iteration 54:00 Secret ritual 55:00 Alternative career 57:15 Words of wisdom --- [ 2. LINKS ] ---

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

Jul 06, 202301:00:02
The shortcut to making better decisions faster / Adam Lawrence / Episode #178

The shortcut to making better decisions faster / Adam Lawrence / Episode #178

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 178 06:30 Who is Adam 08:30 Lightning round 12:00 Implicit vs explicit design 17:00 The limitation of words 20:00 It's just faster 23:00 Using richer data 27:30 The tension in design 32:00 Investigative rehearsal 34:00 Subjective value 37:15 Do we get it 39:45 What's stopping us 41:45 Increasing the odds 46:00 Pull vs push change 50:30 Common objections 53:00 Creating a safe space 59:00 Things are changing 1:00:30 Call to action 1:01:30 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

Jun 22, 202301:01:25
Crafting services that define identity / Claire Dennington / Episode #177

Crafting services that define identity / Claire Dennington / Episode #177

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 ] ---

--- [ 3. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Jun 08, 202353:10
Breaking Down Inequalities: Empowering Change Through Design / Jaryn Miller / Episode #176

Breaking Down Inequalities: Empowering Change Through Design / Jaryn Miller / Episode #176

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.

https://www.servicedesignshow.com/circle

May 25, 202349:04
Cracking the Collaboration Code / Elrica Degirmen / #circle

Cracking the Collaboration Code / Elrica Degirmen / #circle

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 :)

Enjoy!

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome 03:30 Why this topic 04:30 Three definitions 08:00 Why does it matter 09:30 Picking the right one 13:00 Moving into transdisciplinarity 16:00 Putting it into practice 18:30 The roadblocks 21:30 First step 25:45 Finding the time 28:30 Beyond service design 35:30 New insights 37:15 Lesson learned 39:15 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. CIRCLE ] ---

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

⁠https://www.servicedesignshow.com/circle

May 18, 202341:40
Awaken the design leader within you / Sarah Clearwater / Episode #175

Awaken the design leader within you / Sarah Clearwater / Episode #175

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 ] ---

--- [ 3. CIRCLE ] ---

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

https://www.servicedesignshow.com/circle

May 11, 202301:00:20
Moving Beyond the Textbook Version of Service Design / Jung-Joo Lee / Episode #174

Moving Beyond the Textbook Version of Service Design / Jung-Joo Lee / Episode #174

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 175 05:45 Who is JJ 08:30 Lightning Round 12:15 The plurality of service design 19:15 Understanding of SD in Asia 23:15 Story from South Korea 26:00 What was missing 29:15 Role of design maturity 35:00 What does this mean for us 39:15 The end of the double diamond 42:00 Evolving our practice 47:30 Have more courage 51:30 Closing thoughts --- [ 2. LINKS ] ---

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

Apr 27, 202353:22
How not to lose momentum when things get real / Lisa Salamone / #circle

How not to lose momentum when things get real / Lisa Salamone / #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 Welcome 03:00 Who is Lisa 04:15 What's in store 05:30 How do you recognize this 08:00 What can you gain 09:15 The challenge 12:30 How did we get here 14:30 Is it our job 17:00 Setting up for success 19:45 Understanding the problem space 23:00 What is the Circle 25:00 Finding advocates 32:15 The beginners mind 34:30 Reusing existing knowledge 37:30 Lesson learned 40:30 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. CIRCLE ] ---

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

https://www.servicedesignshow.com/circle

Apr 20, 202342:43
Can we design sustainable services? / Anna van der Togt / Episode #173

Can we design sustainable services? / Anna van der Togt / Episode #173

Have you ever thought about... what a sustainable service looks like?

Nowadays, we have a pretty good idea of what sustainability means for products, but I would argue not so much for services. The language around sustainability resides very much in our material world. We talk about carbon emissions, reducing waste, and moving towards circularity. But services aren't made up of atoms. Our design "materials" are things like time, experiences, relationships, processes, etc.

So this brings us back to the question of how do you design services that serve our planet just as much as they serve our organizations and customers?

In this episode, Anna van der Togt, Lead Sustainability at Livework, shares how they approach this topic. Join us to explore what sustainable insurance might look like and how it would change the relationship between service providers and their customers. We also discuss how to get your clients to open up about investing in sustainable services. Because most of them won't be able to articulate right now that they need or want this. As you'll hear, there are still many unanswered questions, which makes exploring this topic so interesting. :)

Here's a question to get your mind going: As a service design professional, you also deliver a service to your clients. How can you rethink your own practice to make it more sustainable?

Enjoy the conversation, and keep making a positive impact :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 173

05:30 Who is Anna

07:15 Lightning round

11:15 Where are we today

16:15 Is there waste in services

20:15 Which levers do we have

23:45 Suppliers and customers

27:00 What's missing

29:15 How did we get here

32:15 Design materials of services

34:30 Reactions of clients

39:30 Sustainable service examples

43:15 How could the conversation change

44:45 The role of service design

46:45 What is holding us back

49:15 Looking down, up and wide

52:30 Impact on our practice

54:45 Questions to think about

56:15 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. CIRCLE ] ---

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

https://www.servicedesignshow.com/circle

Apr 13, 202354:47
The Importance of Career Frameworks in Scaling Service Design / Doug Powell / Episode #172

The Importance of Career Frameworks in Scaling Service Design / Doug Powell / Episode #172

How do you scale service design from 10 to 100 inside an organization? That’s what you’ll hear in this conversation with Doug Powell. But first, let me tell you a personal story. My car was leaking oil. It started with small drips but got worse over time. The idea of having to take the entire engine apart wasn’t something I was looking forward to. So we tried to “solve” the issue by tightening nuts, double-checking every seal, and adding fresh oil. As you might have guessed, the problem of course didn’t go away. The car still drove, but my driveway was getting messier by the day, and the fact that I knew that I wouldn’t want to take it for a long drive didn’t sit well with me. So after putting up with the band-aid solutions for a while, it was time to do the unavoidable and take the engine apart. It was messy, it wasn’t cheap, but it had to be done. The good news is that I’m still driving that car today. Similarly, many organizations have “leaking engines” in the form of career frameworks that have grown organically over time and don’t account for the role of service design. And before you say that those are just documents HR likes to look at, let’s not underestimate how important these career frameworks are. They determine salaries, promotions, and responsibilities. So while it’s tempting to keep improvising and avoid the hassle of updating career frameworks, this approach only works for so long. Eventually, you’ll need clarity and structure to scale your team and attract new talent. That’s where Doug comes in. In our conversation, he shares lessons from standardizing and formalizing design roles, responsibilities, and titles at IBM and Expedia. You’ll also hear about HR's role in this process and how you can turn this seemingly unsexy task into a design challenge that excites everyone. Regardless of whether you’re a small or a big team, the insights Doug shares will help you be one step ahead when trying to scale service design… rather than having to fix things when they eventually break down. For me, this conversation was a good reminder that the success of service design within an organization isn’t so much about knowing how to get the most out of our tools and methods. Instead, it’s about making it part of the organizational operating system. Enjoy the conversation and keep making a positive impact :) - Marc P.S. If you’re open to sharing (parts of) your career framework, I’d love to collaborate and grow the maturity of our practice. Just reach out to me! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 172 06:00 Rapid fire question round 10:00 Topic of today 12:00 The backstory 19:00 What is a career framework 24:00 Where can we improve 26:30 Partnering with HR 31:00 It's up to us 33:30 Designer career playbook 39:30 Connecting to existing systems 44:30 Things that need fixing 48:15 Being the outsiders 50:15 From 10 to 100 51:30 Sharing knowledge 55:30 Lessons learned 58:15 The opportunity 59:30 How might we 1:01:15 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/douglaspowell330/ * Notes on an Execution (book) - https://amzn.to/3Zt5g0I * Design Career Frameworks: The Messy Plumbing of Scaled Design Programs (article) - https://go.servicedesignshow.com/mubuc

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

Mar 30, 202301:02:59
The rise of Service Design at Spotify / Niamh Parsley / Episode #171

The rise of Service Design at Spotify / Niamh Parsley / Episode #171

I almost can't believe it... Colleagues for the entire org are lining up and asking for service design.

That's what Niamh Parsley said when I asked her about the biggest change that happened in the last two years. 

Niamh is the Senior Design Manager at the world's #1 music streaming service, Spotify. When Niamh joined Spotify, only she and one colleague were waving the service design flag. But today, over 50 design professionals across every area of the company are spreading the practice.

How did they do it without hiring an army of service designers?

In this episode, Niamh shares how they grew service design inside Spotify, the challenges they faced, and their goals for the upcoming years.

You'll learn about the critical role of the internal community, the breakthrough caused by the career framework, and surprising tactics that made service design famous.

If you're on a similar journey to grow demand for service design within your organization, you'll definitely want to hear Niamh's insights!

I'm grateful to Niamh for sharing her story with us so openly and providing a peek behind the curtains of a high-profile company that impacts our daily lives.

Enjoy the conversation and keep making a positive impact :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 171
04:30 Who is Niamh
05:30 Lightning round
07:15 Niamh's journey
12:15 The article
15:30 How is SD organized
18:30 Internal guild
24:30 Career framework
30:15 Challenges
36:00 Impact on staffing
37:30 Biggest win
42:00 What's next
46:15 One piece of advice
47:30 Closing thoughts

--- [ 2. LINKS ] ---

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

Learn how to get buy-in for service design from your clients, stakeholders and co-workers.

https://servicedesignshow.com/confidence

Mar 16, 202348:54
How Rituals Can Transform Your Services / Ted Matthews / Episode #170

How Rituals Can Transform Your Services / Ted Matthews / Episode #170

I'm sure you know them. Services that made you smile, made you feel special, made you feel... human. Unlike the bland and ordinary services that quickly fade from our memory, they are the services that we remember and look forward to.

The secret behind these exceptional services is the emotional connection they create with their users. But creating this emotional connection isn't easy.

Luckily, there's a proven "tool" that can help you do it - rituals.

Think for a moment about the rituals in your life, whether it's your morning coffee or your weekly dinner club. These moments are important to us, big or small. And our lives are filled with these moments.

So, why not design our services with these moments in mind? But how...

In today's episode, we're joined by Ted Matthews, a researcher, and expert in rituals as a tool for service design. Ted believes that rituals offer us the opportunity to design memorable services that make a lasting impact on the lives of our users. In this episode, we explore the power of rituals and how you can leverage them in your design process to create unforgettable experiences.

Whether you're a seasoned service designer or just starting out, seeing the power of rituals is something that you can't unsee. So, let's embrace it as a community and keep making a positive impact.

Thanks for your time, and enjoy the conversation :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 170
06:00 Who is Ted
08:00 Lightning round
13:00 Rituals as a design material
17:30 Habits, routines, and habits
22:00 Rituals in the context of services
28:00 Crafting experiences
34:30 Designing for the collective
39:00 Extraordinary ordinary experiences
42:30 How much is too much
46:00 Ethical questions
49:30 Is it different
51:30 Most common questions
54:00 Recommended resources
56:00 Closing thoughts

--- [ 2. LINKS ] ---

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

Learn how to get buy-in for service design from your clients, stakeholders and co-workers.

https://servicedesignshow.com/confidence

Mar 02, 202358:13
Designing services for EVERYBODY / Sally Halls / Episode #169

Designing services for EVERYBODY / Sally Halls / Episode #169

Okay, take a guess... Which services are probably the most challenging to design?

I argue that it's the services that your users don't explicitly ask for.

Wait, what?! Who designs services that their users don't ask for? Well, your government does. A lot.

Think of public services like collecting taxes, keeping your street clean, and providing quality education, and helping to alleviate poverty.

These are often the "forgotten" services that are so important in order to maintain the wellbeing of our cities and countries.

It’s one thing to make sure these services are available, but a completely different challenge to improve the experiences of these forgotten services. 

Our guest, Sally Halls, has taken on this challenge and is using service design to bridge the gap between citizens and policy-makers. 

In this episode, we'll explore how to design services that people haven’t explicitly asked for, how to bring the public's voice into policy-making, and the impact service design professionals can have on the public sector. Sally also shares her experience with service design and how it can be used to benefit the public sector.

The insights from this episode can be used in any sector. If you're dealing with abstract or high-level goals in your work, then you'll surely pick up a few nuggets of wisdom from this conversation.

Enjoy!

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 169
06:00 Who is Sally
07:00 60 second rapid fire
09:30 Three types of services
14:30 Preventative service misconceptions
18:30 Specific challenges
23:00 Taking the first step
25:30 How to find fulfillment
28:00 Evidencing services
30:45 What are arms length services
35:00 Is this still our work
37:45 What is the most difficult
40:15 Mistakes and pitfalls
44:30 What do you wish you had known
46:30 Recommended resources
47:15 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. BOOKS ] ---

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

Learn how to get buy-in for service design from your clients, stakeholders and co-workers!

https://www.servicedesignshow.com/confidence

Feb 16, 202350:29
How to get buy-in for service design? From your clients, stakeholders and colleagues.

How to get buy-in for service design? From your clients, stakeholders and colleagues.

What is the secret... How do you get non-designers to appreciate the value of service design?

It’s also a question that keeps coming back over and over again. And I get it.

Clients hold budgets, internal stakeholders have decision-making power, and you need your colleagues to pull projects off.

If you don't get these people on board with your work, you risk paying a high price. However, when you know how to play the game well, you increase your chance of doing more meaningful and fulfilling work.

Fortunately, selling service design to those around you isn’t some form of dark magic. It's simply a skill that can be learned and mastered. There are repeatable processes, proven frameworks, and dozens of practical tools to help you.

Helping you get up to speed with all these tools, frameworks, and processes is what the Selling Service Design with Confidence program does.

Recently, a group of service design professionals completed the program, and I invited them to share their key takeaways with you on the Show.

In this episode, you’ll hear how it helped them to:

  • Position service design in a tech-led environment.
  • Get clients to invest in user research.
  • Find clients when you’re just starting out.
  • Establish your role inside a multinational.
  • And much more...

This is a great episode for anyone who wants better, more productive conversations with non-designers, whether that’s your clients, stakeholders, or colleagues. It not only makes your work more enjoyable but also helps you to become a more mature professional.

Enjoy, and as always, keep making a positive impact.

- Marc

--- 1. GUIDE ---

00:00 Welcome to the episode
03:30 The graduates
04:30 Caroline (agency)
12:00 Halyna (agency)
21:00 Sapna (freelancer)
29:00 Andy (agency)
39:15 Yulia (founder)
47:00 Daniel (in-house)
55:00 Closing thoughts

--- 2. Selling Service Design with Confidence ---

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

Feb 09, 202357:32
How to manage 100+ journeys effectively? / Florian Vollmer / Episode #168

How to manage 100+ journeys effectively? / Florian Vollmer / Episode #168

Journey Mapping is, without a doubt, one of the most important tools we use. We spend a lot of time and effort to create the most impactful maps we can. 

It’s all part of the job:
* Dozens of workshops
* Hours doing user research
* And weeks of sensemaking.

The perfect journey map. Success! But what comes after the map? 

Unfortunately, in most cases, it’s used... and then stowed away.  The map becomes single-use artifacts, forgotten. Used once, then too difficult to keep updated for when a new design challenge comes along. But it doesn’t have to be that way.

And this brings us to our guest for this week's episode: Florian Vollmer. I dare to say that Florian has cracked the code when it comes to managing journeys on a large scale. How large? His team works with 100+ journey maps and 500+ innovation opportunities globally.

I couldn’t imagine it was possible when I first heard that. But today, Florian not only brings our stowed-away journeys back to life but integrates them with a hundred more. Effectively breaking down silos and fueling collaboration. Avoiding rework and overcoming internal resistance. No easy task. Florian needed to find the connection – something that tech, business, CX, and every other department would embrace.

In this episode, you'll hear how Florian transitioned from journeys as (very useful) single-use artifacts to being the backbone of ongoing CX innovation. We’ll learn about:
- How you can build a repository of journeys even when you don’t get the explicit task to do so.
- What the key criteria are for selecting the right journey management tool?
- And how you need to tweak the service design process when you want to reach 100% journey coverage.

No matter where you are in your service design journey (no pun intended), this conversation has the potential to take it to the next level! I really enjoyed the pragmatism in Florian's stories. Sometimes you need to let go of common practices and just do whatever it takes.

Enjoy the conversation.

- Marc

--- [ 1. GUIDE ] -—

00:00 Welcome to episode 168
03:45 Who is Florian
06:45 Lightning round
09:45 Operating at scale
13:15 What do you manage
14:30 Who is the team
16:00 How did it start
21:00 Finding broader adoption
26:00 Where do you find the time
28:15 What is the brief
31:15 Beyond service designers
34:00 Importance of tools
40:15 Crossing the tipping point
42:45 Simplifying complexity
46:45 Lessons learned
49:00 Taking more time
50:45 Meets sustainability
52:15 Big questions
55:15 Closing thoughts

--- [ 2. LINKS ] ---
* https://www.linkedin.com/in/florianvollmer/
* Thinking in Systems (book) - https://amzn.to/40lcJAB
* DMI article - https://www.dmi.org/page/ADMC2022proceedings (pdf - page 254)

--- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] ---
Get your clients, colleagues, managers and CEOs as excited about service design as you are.

https://servicedesignshow.com/confidence

Feb 02, 202359:06
From journey mapping to journey management / Jochem van der Veer / Episode #167

From journey mapping to journey management / Jochem van der Veer / Episode #167

Journey mapping is reaching its limits. Sure, journey maps and mapping work fine at a small project or team level. 

But it quickly breaks down when you want to organize around the journey, at a bigger company scale. In order to do this, you need something that goes beyond mapping. But before we dig into what that is, let's look at why journey mapping breaks down:

  • Everyone has their way of doing it; there is no standard.
  • It's hard to get an overview across multiple journeys.
  • Identifying and prioritizing opportunities is a challenge.
  • Tracking progress and impact isn't part of the process.
  • Adoption slows down as most tools aren't made for business users.
  • And many other things...

Now, this might sound strange, but I think these are good challenges to have.

The fact that these challenges are becoming more pressing is a sign. A sign that the demand for a journey-centric way of working is growing inside companies. Something that we've been hoping and advocating for all these years. So what is the next step...

How do you take your journey mapping game to the next level?

Well, that's what Jochem van der Veer and I explore in this week's episode. As you'll hear, Jochem has a unique close-up view of how companies use journeys inside their business. 

Want to help your company organize around the journey, beyond a single project or team? This conversation will get you heading in the right direction.

What I found interesting is that we're seeing the contours of a new business approach and philosophy emerging. Makes me excited!

Enjoy the conversation and keep making a positive impact :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 167
04:45 Who is Jochem
06:00 Lightning round
08:30 Partnership with TheyDo
12:00 What is Journey Management
13:30 Mapping vs. management
17:15 Journey management stack
19:30 What is the problem
21:00 Product or service-centric
26:15 Maturity levels
32:00 Role of TheyDo
36:15 Governance
38:15 What is the right time
43:00 Journey Management Index
47:45 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. JOURNEY MANAGEMENT INDEX ] ---

Assess your journey excellence maturity level. Find opportunities for growth. Benchmark yourself against your colleagues and competitors.

https://www.servicedesignshow.com/index

Jan 26, 202349:39
What makes a community of service designers work? #Circle

What makes a community of service designers work? #Circle

Imagine that you'd get the opportunity to join an intimate dinner party.  A dinner where you're accompanied by some of the brightest people in our field. And where you'd get the chance to explore a thought-provoking topic.

Would you enjoy the evening?

That question was going through my mind when I was thinking about how the Circle community should feel. Now, almost two years after the first "dinner party" at the Circle, it's time to take score. So I sat down with two members of the Circle for a fun and open-hearted conversation.

In this episode, you'll hear:

  • How spontaneous conversations help you to become a better professional.
  • What the value is of exploring the unknown-unknown together.
  • Why Slack channels don't work, and how this community is different.
  • What the future has in store for the Circle.

I hope that this episode will inspire you to join, grow or maybe even start your own professional community. Because we all should eat more often together :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to the Show
02:30 Who is Jeannie Fung
03:00 Who is Veronica Vela
05:30 The Circle in 3 words
07:00 What didn't you expect
09:45 How has it evolved
12:30 Most surprising topic
16:45 What do we agree on
19:30 Value of the Circle
23:00 What makes it different
26:30 Debates and disagreements
31:30 Small wins
34:45 What would you have missed
38:00 The Circle in 5 years

--- [ 2. LINKS ] ---

https://www.linkedin.com/in/jeannie-fung-60218682/

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

--- [ 3. CIRCLE ] ---

Join our alliance of and for in-house service design professionals.

https://servicedesignshow.com/circle

Jan 19, 202344:14
How CX governance helps you win / Kirsikka Vaajakallio / Episode #166

How CX governance helps you win / Kirsikka Vaajakallio / Episode #166

I have a family with two small kids who are quickly growing up. The challenge many parents, including me, encountered was... how do we keep our home somewhat clean and tidy.

My initial and naive strategy was to pick up everything left behind. But this strategy breaks down pretty quickly, as you can imagine. So then I tried to distribute the responsibility to everyone in the family. If everyone does their part, it should be a minor task, right? But of course, it didn't take long before I realized everyone had very different interpretations of what "clean and tidy" meant. At this point, it dawned on me that the only way to solve this challenge once and for all was by putting a clear plan in place that everyone would commit to.  Yes, I needed a "house-cleaning governance model" just with a better name of course :)

And this brings us nicely to the topic of this week's episode: CX governance. Many CX initiatives start in small pockets of the organizations. This works well in the beginning, as it allows for speed and quick iteration. But at some point, you will have many CX initiatives going on at the same time. And most likely, by then, because of the lack of alignment and coordination, you're wasting a lot of time and resources. The solution is to put a CX governance model in place. But that's easier said than done...

So in this episode, you'll hear the chat I had with Kirsikka Vaajakallio, where we explored questions like:

  • What is the right time to implement a CX governance model?
  • What are the key components of a CX governance model?
  • What makes a CX governance model effective?
  • And what is the role of a service design professional?

All in all, a very interesting conversation about a highly underrated topic in our field from my perspective. 

I know CX governance is probably not the first thing you think of when you wake up in the morning. But after this episode, you'll hopefully see how useful it is to have a common set of rules when you're playing the CX game.

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 166
05:00 Who is Kirsikka
06:15 Lightning round
08:30 What is governance
12:00 How did it start
16:15 When do you need this
19:45 Taking the leap
22:15 Building interest
29:30 Making it tangible
33:00 What needs to be included
35:30 Who owns the initiative
38:15 Long-term success
41:45 Selling the story
46:30 The key question
50:00 Can you start small
52:30 Asking the right questions
55:00 Closing thoughts

--- [ 2. LINKS ] ---

https://www.linkedin.com/in/kirsikka-vaajakallio-6265554/

--- [ 3. CIRCLE ] ---

Join our alliance of and for in-house service design professionals.

https://servicedesignshow.com/circle

Jan 12, 202357:09
How listening is the secret to better services / Indi Young / Episode #165

How listening is the secret to better services / Indi Young / Episode #165

This can transform your business strategy... That's what I thought during my recent conversation with Indi Young. Indi recently published a book titled Time to Listen.

Here's my summary of the book. It teaches you how to design services that are less harmful, more accessible, and in the end, better for business through the "simple" act of listening. Basically, transforming open and honest conversations with your customers into one of your most valuable assets. But if it's that easy, why isn't everyone doing it?

Well, Indi argues that we first need to become better listeners. So what does that mean, and what is the path to get there? Can anyone do it, or is it a natural-born talent? You'll get all the answers in this episode.

By the way, if you fear business stakeholders will disregard qualitative research through listening as subjective and anecdotal, you're in for a surprise!

Enjoy the conversation.

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 165
05:45 Who is Indi
07:00 Lightning round
11:15 Origin of the title
17:15 It's time for listening
20:30 Who is the book for
26:00 What do we need to do
29:45 A concrete example
33:30 The magic of listening
40:00 Why do patterns matter
43:45 Will our patterns differ
50:45 Natural language processing
54:30 Common mistakes
58:45 A shift in vocabulary
1:02:15 Book giveaway contest
1:03:45 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. CONTEST ] ---

To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode.

https://go.servicedesignshow.com/episode165

--- [ 4. CIRCLE ] ---

Join our alliance of in-house service design professionals.

https://servicedesignshow.com/circle

Dec 22, 202201:06:19
How to make a system of journey maps work? / Romina Maidel / Circle #16

How to make a system of journey maps work? / Romina Maidel / Circle #16

Let's build a *system* of journey maps! Hold on there... do you know what you're getting yourself into?

Journey maps are great. They help you align people, processes, and resources around your customers' needs. This leads to a more efficient organization, happier employees, and less frustrated customers.

But as you might have experienced, journey maps also tend to spiral out of control pretty quickly. You start with a simple map that is adequate to get the job done. Then you slowly but surely start adding more data to the map. Your map, which was once a marvel of simplicity, now all of a sudden looks more like the manual of a nuclear power plant.

So the time has come to break your giant journey map into smaller, more manageable pieces. It's time to move from a single journey map to a system of journey maps. The moment this thought goes through your mind, you've opened pandora's box.

Many new questions arise...
* Which parts of the system do you need to standardize?
* Who will have the responsibility for keeping the smaller maps updated?
* What is the right tool for the job?

The last thing you want is to invest a lot of time and money in setting up a tool, structure, and process that, in the end, no one ends up using. Not good for the company and not great for your career either.

In our Circle community for in-house service design professionals, many members are currently in the midst of this transition. That's why we decided to address this topic in a recent session and share the most important do's and don'ts with each other. In this episode, you're going to the highlights from that session and learn what it takes to go from a single journey map to a system of maps.

It's clear to me that journey map, mapping, management, and ops is gearing up for the next evolution wave. So expect more content on these topics in the months ahead.

--- [ 1. GUIDE ] ---

00:00 Welcome to the Show
03:15 Who is Romina
04:30 How did we get here
06:45 Journeys are stories
11:00 What is the system
14:30 Google Maps analogy
16:45 Circle announcement
18:00 The ideal system of maps
22:30 Where does it break down
24:45 How do you prioritize
27:00 From small to medium
28:30 Shared incentives
31:00 How important is the tool
34:30 Ownership
40:00 Bottom-up vs. top down
43:45 What is our role
47:00 Common pitfalls
51:30 Biggest question
53:00 Key takeaway
55:00 Closing thoughts

--- [ 2. LINKS ] ---

  • https://www.linkedin.com/in/romina-maidel-053a607a/

--- [ 3. CIRCLE ] ---

If you'd like to be part of these conversations as they happen rather than just getting the summary on the podcast, consider joining us in the Circle.

www.servicedesignshow.com/circle/

Dec 16, 202256:33
How failure increases your team's performance / Stephan Wiedner / Episode #164

How failure increases your team's performance / Stephan Wiedner / Episode #164

You need to fail... Yes, I said it. 

Because failure is the fastest way to success when you're innovating. But it's surprisingly hard to fail. And this is a major problem. Why, you ask?

Well, in our service design practice, failure is part of prototyping. You have an idea, you create something, you try it in the real world, learn from what happened, and based on that, improve your solution to repeat this process.

See what I did there? You try and learn, that's the key.

Trying something, you actually hope that it's going to work out differently than you planned so that you can learn. But when things don't work out as planned, this is often perceived as... failure. And failure isn't what most organizations embrace or celebrate. The truth is that they fail at, well yeah, failing.

There are many reasons for this, but maybe the biggest one is a lack of psychological safety. Here's the kicker... Scientific research has proven that the best-performing teams have the highest degree of psychological safety. So how do you grow the appetite for failure in a risk-averse organization that is focused on maintaining the status quo?

We explore that question in this week's episode with Stephan Wiedner. Stephan has done a lot of research on this topic and seen many examples of what works and what doesn't. So if you're interested in building a "fail-safe" environment in your organization, then you don't want to miss out on this conversation.

One thing that surprised me in this episode was that you can objectively measure the levels of psychological safety. Of course, this is a great tool to show you and your CEO if you're heading in the right direction.

Enjoy the conversation, and keep making a positive impact :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 164
05:30 Who is Stephan
08:30 lightning round
12:45 What is psychological safety
14:30 Why does it matter
15:15 Where is the lack coming from
21:30 The internal voices
23:30 A fail-safe environment
27:00 Strategy and tactics
31:30 Barriers to adoption
34:15 Awareness within organizations
38:00 Top-level management
42:30 What are you committed to
44:30 Measuring psychological safety
50:00 Myths and misconceptions
53:30 The results don't lie
56:45 What's next
58:30 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Dec 08, 202201:00:25
The Human Side of Innovation / Mauro Porcini / Episode #163

The Human Side of Innovation / Mauro Porcini / Episode #163

When you asked me to play the piano, I can assure you that nothing close to music would come out. Would we, at that point, say that the piano is broken? That would be silly, right?

Somehow, this is the typical approach when organizations bring in design. When design doesn't fully deliver on the expected outcomes, it's the process that is declared faulty. 

Mauro Porcini is the Chief Design Officer at PepsiCo. In his career, he has seen many design-driven initiatives fail, and some succeed. This led him on the quest to find out what the differentiator is between the two.

Can you guess the answer? This shouldn't surprise you by now; it's people.

So if that's the case, what kind of people does it take to make design work?

Well, Mauro decided to write a dedicated book about this with the inspiring title: The Human Side of Innovation. The book just got published, and I invited Mauro on the Show to share the key insights with you. This is a good one!

We explored many ideas in this conversation, but one thing that stood out for me was kindness as a competitive advantage. And you know what? It makes complete business sense!

Enjoy the episode, and if you do consider sharing it, someone who might as well :)

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 163
03:30 Who is Mauro
05:00 Lightning round
08:15 How did it start
12:30 The key message
14:30 Why now
19:00 Focus on people
22:15 What to look for
25:45 Reception by business
30:30 Unicorns
33:30 True human centricity
40:00 How to make it bigger
43:00 Design happiness
47:00 Contest announcement
48:15 Final thoughts

--- [ 2. LINKS ] ---

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

* The Human Side of Innovation (book) - https://amzn.to/3Opl8h2

* In Your Shoes (podcast) - https://open.spotify.com/show/6u90U1OT6mLdByL0TAYRW6

* Stage Not Age (book) - https://amzn.to/3ETZNcz

--- [ 3. CONTEST ] ---

To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode.

https://go.servicedesignshow.com/episode163

--- [ 4. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Nov 24, 202249:50
Designing better futures for everyone / Lesley Ann Noel / Episode #162

Designing better futures for everyone / Lesley Ann Noel / Episode #162

I'm sure you've heard this before... "You can't design for everyone." That's a fundamental principle in a good design process.

In the end, design is all about making choices. And one of these choices is defining who you are designing for.

But here's an interesting question: Can you design with a specific user in mind without excluding others? 

This sounds a lot like a paradox, right? So why bother trying to solve it? Because if we don't, we are creating inequality and harm. 

This isn't exclusive to but especially relevant when working with public services. You can't just always design for the "average" user or the one with the most money. So what can you do?

Well, Lesley Ann Noel has made it her mission to help us design better futures for everyone. She has done many experiments in her role as a university professor to overcome this seeming paradox.

And her findings are... pretty surprising, to say the least. She shares her story in this week's episode.

After this conversation, it really resonated with me that it's okay and even beneficial to bring your whole self into the design process. Yes, including all of your biases!

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 162
03:15 Who is Lesley
04:45 Lightning round
08:00 Designing better futures
09:45 Who are we designing for
12:15 What does better look like
16:45 Background story
22:45 The unknown unknown
27:30 Impact on the craft
30:45 Who is open to this
34:00 Most common question
37:15 Bring your identity
41:00 The mindful designer
45:00 What makes you happy
48:30 Lesson learned

49:45 Closing thoughts

--- [ 2. LINKS ] ---

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

* The Activist Academic (book) - https://amzn.to/3tfjUep

--- [ 3. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Nov 10, 202252:44
Design your way out of the conversation crisis / Fred Dust/ Episode #161

Design your way out of the conversation crisis / Fred Dust/ Episode #161

Think for a moment about a hard conversation you needed to have about a topic that really mattered to you. This could be a conversation at work or just in your private life.

Now, what if... that conversation went down in your memory as exciting, productive, and fun? What if it almost felt like a game? Sounds too good to be true, right? 

Well, according to Fred Dust, that's exactly what's possible and even what's necessary. According to Fred, we have almost entirely lost the ability to have hard conversations about important topics. We aren't having the conversations we need to have. And that's causing us a lot of trouble.

Many conversations these days have become shallow, lack connection, and don't build shared understanding. But there's hope. There is a way out of this conversation crisis. We need and can design for better conversations.

In his book Making Conversation, Fred shares why and how you do that. The book has been a huge inspiration source for me lately, so I just had to get Fred on the Show to dig a bit deeper.

So if you also want more human, meaningful, and productive conversations, you'll definitely enjoy this conversation. Yes, that's a bit meta :)

Conversations are a creative act, make the most of them!

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 161
04:15 Who is Fred
05:45 Lightning round
10:30 Why do we need this book
12:30 How did we lose conversation
14:00 Why did you write this
16:00 What are we losing
17:00 Who is this book for
20:00 Key concepts
23:30 Applying the ideas
27:30 Setting the stage
31:00 Active versus creative listening
34:15 Be more human
37:30 Common response
39:30 Overcoming the biggest roadblocks
42:00 Doing not talking
46:30 Better conversations online
50:00 Lessons learned
51:30 You can get better
53:00 Remember this
54:15 Book giveaway contest
55:30 Closing thoughts

--- [ 2. LINKS ] ---

* https://www.linkedin.com/in/freddust/
* https://www.dustand.co
* Making Conversation (book) - https://amzn.to/3N6R9Kd

--- [ 3. CONTEST ] ---

To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode.

https://go.servicedesignshow.com/episode161

--- [ 4. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Oct 27, 202256:41
When service and circular design collide / Bhavi Patel & Heydn Ericson / Circle #15

When service and circular design collide / Bhavi Patel & Heydn Ericson / Circle #15

Sustainability is the innovation frontier of the 21st century -- and if you don't get on that train, you'll be lost.

This quote emerged during the recent conversation with Bhavi Patel and Heydn Ericson on the Show, where we explored the intersection between circular and service design. As it turns out, you, as a service design professional, are in a great position to push a more sustainable approach forward. Yes, even if it's currently not a priority in your organization.

In this episode, you'll hear practical examples of how to do this—helping you design services that aren't just good for your customers and business but also for our planet. The conversation also reveals how you can work towards making sustainability a fundamental design principle at the start of every project, not an afterthought. Small teaser, you need to make a compelling business argument... there are plenty.

All in all, an inspiring episode if you want to be more conscious about taking care of our environment in your own design practice. Enjoy, and especially this time, keep making a positive impact :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to the Show
03:30 Who is Bhavi
04:00 Who is Heydn
05:00 How did we get here
09:30 Why us
12:45 Where are we today
15:15 What is at stake
18:00 Keep it simple
22:15 Create momentum
28:00 Sneaking it in
30:00 How does it relate to you
32:00 Common roadblocks
34:30 Accelerating adoption
38:00 Impact on services
42:00 Future perspective
45:30 Key takeaway
48:45 Closing thoughts

--- [ 2. LINKS ] ---

  • https://www.linkedin.com/in/heydn/
  • https://www.linkedin.com/in/bhavinipatel/
  • https://koosservicedesign.com
  • https://www.sustainablebusinesscanvas.org
  • https://www.esgtoday.com

--- [ 3. CIRCLE ] ---

If you'd like to be part of these conversations as they happen rather than just getting the summary on the podcast, consider joining us in the Circle.

www.servicedesignshow.com/circle/


Oct 20, 202249:60
Increase your influence with a simple question / Karen Baker / Episode #160

Increase your influence with a simple question / Karen Baker / Episode #160

Having a seat at the table... That's what we often talk about in the service design field. And I would say rightfully so.

Because when you do get involved early, you have the opportunity to influence the direction of a project.

On the flip side, you could end up making the perfect solution for the wrong problem when you get involved late. But how do you get your business stakeholder to see and appreciate the strategic value you can bring early on?

That was the question Karen Baker and I explored in our recent conversation. Karen has a marketing background, and she looks at the challenges in our field from a slightly different perspective. As you'll hear, our conversation started by discussing design inclusivity, but...

We eventually landed upon one simple question that brings everything together. This simple question acts like your north star, compass, and light in the dark. This question is so good that it deserves its own t-shirt.

So want to get a seat at the table? Want to influence projects early? Want to make your design practice more inclusive? The clue to all of this is in this episode.

Enjoy the conversation, and keep making a positive impact!

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 160
03:45 Who is Karen
05:30 lightning round
07:30 Defining design for inclusivity
09:30 When did it start
13:00 Where do we need it
15:45 Including the community
17:30 Why now
19:45 Two examples
24:30 Guiding principles
27:00 Example from Lego
29:00 How do clients respond
32:30 What's surprising
35:00 Accelerating adoption
36:15 Getting leadership engaged
38:15 The question people aren't asking
41:00 Where is this heading
42:45 Lesson learned
45:30 Remember this one thing
46:45 Final thoughts

--- [ 2. LINKS ] ---

- https://www.linkedin.com/in/krbaker/

- https://www.weforum.org/press/2022/05/new-initiative-to-build-an-equitable-interoperable-and-safe-metaverse/

- https://www.marketingdive.com/news/degree-deodorant-inclusivity-metaverse-virtual-marathon/622609/

- https://designjustice.org

--- [ 3. CIRCLE ] ---

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

https://servicedesignshow.com/circle

Oct 13, 202248:21
How to scale services in real life / Vinay Venkatraman / #SDGC22
Oct 06, 202217:28
Expanding our service design practice / Christian Bason / SDGC 2022
Oct 04, 202219:46