Service Design Show

Great service design ideas do not sell themselves. In this episode, Stefan Wörnle (Senior Manager Global Customer Experience at MediaMarktSaturn) reveals how to stop your best work from dying in a slide deck and actually get your ideas implemented.
We have all been there. A workshop wraps up with amazing energy, someone types up a tidy list of actions, and then nothing happens. Your hard work gets stuck between sticky notes and the next agenda item. When one repair experience fix at MediaMarktSaturn shipped almost instantly, Stefan got curious and reverse-engineered why it succeeded. Out of that investigation, he discovered 5 practical levers that move customer experience and service design projects from concept to reality.🎯 In This EpisodeThe Quality Myth: Why doing great service design work is never enough on its own to win organizational buy-in.The Workshop Trap: Why tidy action lists die right after high-energy mapping sessions and how to break the cycle.Reverse-Engineering Success: How analyzing one fast-shipping repair fix revealed 5 levers for getting ideas built.The Capital Market Shift: Why reporting Net Promoter Score (NPS) to the capital market for the first time changed everything for customer experience.Outcomes Over Workshops: How delivering one tangible business result builds more stakeholder trust than another mapping session ever will.This conversation is part of a special series leading up to Beyond The Map, the journey management conference happening in London from November 9 to 11. Stefan will be on stage sharing all 5 implementation levers in full detail.
Grab your ticket at the link below and use code SDS26 at checkout for 25% off. Marc will be there too, so come say hi! 👋Enjoy and keep getting things done!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Intro02:00 Stefan Wörnle03:15 MediaMarktSaturn04:00 Talk Theme05:15 Implementation Gap07:00 Five Levers08:15 Management Attention09:45 Operative KPIs13:15 Mystery Shopping14:15 Program Management16:00 High Sponsorship17:30 Board Role19:00 Key Takeaway20:00 Conference Goals22:45 Outro --- [ 2. LINKS ] --- LinkedIn -  https://www.linkedin.com/in/stefanwoernle/Beyond The Map - https://www.beyondthemap.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals.⁠https://servicedesignshow.com/circle ---[4. FIND THE SHOW ON] ---Youtube ~ https://go.servicedesignshow.com/btm26-stefan-youtubeSpotify ~ https://go.servicedesignshow.com/btm26-stefan-spotifyApple ~ https://go.servicedesignshow.com/btm26-stefan-appleSnipd ~ https://go.servicedesignshow.com/btm26-stefan-snipd

What if the ultimate cheat code for service design is not a new framework, but learning how to deeply listen? Discover how to sharpen your most vital skill and apply everyday activism to your design practice with our guest, Mariana Salgado.In This Episode:The Ultimate Design Skill: Why deep listening is crucial and how to intentionally train your ears for better stakeholder interviews.Everyday Activism: How to shift your perspective by starting every project with one question: "who are we leaving aside?"Public Sector Design: The unique challenges of designing services when the law mandates that you serve absolutely everyone.Global Design Perspectives: Fresh insights from the Spanish-speaking design community that rarely reach English feeds.Sustainability & Infrastructure: A look into Mariana's work designing services for ICOS to measure greenhouse gases.
Mariana ended our chat with a powerful question: How has listening improved your design practice? Drop a comment below to share your answer. If you enjoyed this conversation, please hit subscribe so you never miss an episode!
Enjoy the conversation and keep making a positive impact.Be well, ~ Marc--- [ 1. GUIDE ] ---00:00 Introduction04:45 Activism10:15 Public Sector14:45 Global South29:30 Design Research39:45 Peer Communities49:45 Deep Listening01:00:00 Final Question
--- [ 2. LINKS ] ---LinkedIn - https://www.linkedin.com/in/marisalgado/Mariana's Podcast: Diseño y Diáspora - https://disenoydiaspora.org
--- [ 3. CIRCLE ] ---Join our private community for in-house service design professionals.⁠https://servicedesignshow.com/circle --- [4. FIND THE SHOW ON] ---Youtube ~ https://go.servicedesignshow.com/263-youtubeSpotify ~ https://go.servicedesignshow.com/263-spotifyApple ~ https://go.servicedesignshow.com/263-appleSnipd ~ https://go.servicedesignshow.com/263-snipd

Stop doing the job they posted and start navigating the workplace that actually exists. In this episode, we reveal the hidden political maps that dictate how decisions are really made inside your organization.Service design professionals love to believe good work speaks for itself. The reality is much more complicated. The official org chart is usually pure fiction, and the real choices happen in rooms you are not in. Marc sits down with Zac Heisey and Jeff Hoekwater to unpack the realities of the political organization. They explain how to draw a map of reality so you stop wasting months on work that is already dead in the water.🎧 In This EpisodeThe Danger of the Job Description: Why doing exactly what you were hired to do can actually get you in trouble.The Unofficial Map: How to chart out the real power structures and influence in your company.Behind Closed Doors: Uncovering the truth about how and where decisions actually get made.Picking Your Battles: How to know when a decision is simply above your pay grade and not worth fighting.Job Hunting Masterclass: Practical insights to help you find a team that aligns with the realities of the work.What is one thing about your role that was entirely missing from the job description? Drop your answer in the comments below or reach out to us directly!If you want to spend your energy on work that actually has a chance of seeing the light of day, hit the subscribe button so you never miss a guide to the real service design industry.Enjoy the episode and keep making a positive impact!Take care,~ Marc--- [ 1. GUIDE ] ---00:00 Intro05:00 Zac's Journey11:00 Job Hunt18:30 Networking21:45 Unofficial Map26:00 Delight Politics31:15 Moving On45:00 Bloopers52:00 Success Metrics56:45 Conclusion--- [ 2. LINKS ] ---Zac’s LinkedIn - https://www.linkedin.com/in/zacheiseyJeff’s LinkedIn -https://www.linkedin.com/in/jeffhoekwater--- [ 3. CIRCLE ] ---Join our private community for in-house service design professionals.⁠https://servicedesignshow.com/circle ---[4. FIND THE SHOW ON] ---Youtube ~ https://go.servicedesignshow.com/inside-service-design-15-youtubeSpotify ~ https://go.servicedesignshow.com/inside-service-design-15-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-15-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-15-snipd

Are you exhausted from constantly chasing the next career milestone without ever feeling truly satisfied? Join us as we explore how to step off the treadmill and shift your focus from endless professional growth to genuine human flourishing.🎧 In This EpisodeThe competitive swimmer mentality and how it secretly drives your service design career.Why real rest feels completely incompatible with the standard corporate calendar.Unlearning the limiting beliefs about success and security that keep you running 24/7.Navigating abrupt career stops and the lessons learned from the closure of IDEO Munich.How to transition your mindset from chasing metrics to finding joy in your practice.Ida Persson is a designer focused on social impact and climate work. After spending 20 years as a competitive swimmer and later working at IDEO Munich, she learned the hard way what it means to finally slow down and question the endless hustle.What actually brings you joy in your work? We want to hear from you. Drop a comment below with your thoughts or subscribe to the channel for more conversations on building a sustainable design career.Enjoy the conversation and by all means take a break .Take care,~ Marc[ 1. GUIDE ]00:00 Introduction03:15 Achievement Treadmill09:00 The Cost12:45 Leaving IDEO16:45 Corporate Culture20:30 Creative Price21:45 Ethical Lines31:45 Design Shifts36:30 Status Quo42:30 True Flourishing46:00 Open Ideas50:15 Human Dignity56:30 Finding Joy57:15 Takeaways[ 2. LINKS ]LinkedIn - https://www.linkedin.com/in/idampersson/DesignShifts - https://www.designshifts.org/[ 3. CIRCLE ]Join our private community for in-house service design professionals.⁠https://servicedesignshow.com/circle [4. FIND THE SHOW ON]Youtube ~ https://go.servicedesignshow.com/262-youtubeSpotify ~ https://go.servicedesignshow.com/262-spotifyApple ~ https://go.servicedesignshow.com/262-appleSnipd ~ https://go.servicedesignshow.com/262-snipd

Sending applications into the void and facing endless final round rejections will break anyone's confidence. Learn how to disconnect your self worth from your career and discover where the market actually wants your skills.In this episode, we sit down with Gabriela to discuss the brutal reality of the modern job market. After surviving seven grueling application processes only to receive seven rejections, she learned a massive lesson. Rejection is almost never about your actual talent. We explore how to navigate job search fatigue, stop taking hiring decisions personally, and rethink your entire professional identity.
🎧 In This Episode: The Rejection Trap: Why getting cut in the final interview rounds is not a reflection of your talent or worth.Identity Shift: How to stop tying your personal identity to a specific job title.Personal Futures Exercise: A practical framework you can run on your own career to find your next step.The Hidden Job Market: How to read what the industry is quietly telling you (spoiler: it is not happening on LinkedIn).Defining True Success: Why you need to stop inheriting other people's goals and find your purest vision of success.
Gabriela leaves us with a powerful question: What is your absolute purest idea of success? We want to hear from you! Drop a comment below to share your take. If you found this episode helpful, please subscribe and share it with a friend who might need a confidence boost today.
Enjoy the conversation and keep making a positive impact, title or no title!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Introduction01:00 Background05:15 Navigating Layoffs10:45 Self-Worth16:45 Career Moves20:00 Rejection28:30 Visibility33:30 Mentoring40:45 Redefining Success45:15 Job Hunting51:15 Future Roles55:00 Final Thoughts --- [ 2. LINKS ] --- * LinkedIn - https://www.linkedin.com/in/-gabrielasalinas/* Desiiiiign - https://www.desiiiiign.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals.⁠https://servicedesignshow.com/circle [4. FIND THE SHOW ON]* Youtube ~ https://go.servicedesignshow.com/261-youtube* Spotify ~ https://go.servicedesignshow.com/261-spotify* Apple ~ https://go.servicedesignshow.com/261-apple* Snipd ~ https://go.servicedesignshow.com/261-snipd