Service Design Show

Are you an in-house service design professional? Have you ever wondered... * How can I show evidence of progress in my work? * How do I set the right expectation about what I do? * Where can I have the most impact? Well, you're definitely not alone. In this video 5 in-house service designer who participated in the Campfire, openly share their thoughts on these questions (and more) with you. Even if you're currently not on "the inside" I'm confident that you'll get some new insights out of these stories! [ Join the Campfire ] 👉 https://servicedesignshow.com/campfire/

Polestar is the manufacturer of one of the most iconic electric cars at this moment. So you can imagine that I was really excited when the opportunity came along to have a conversation with Christian Appelt, their head of service design. Making service design work within a company that is organized around a strong product is a challenging task for sure. But when I heard that their ambition is become a role model for how service design is embedded within organisations I knew this was going to be a good episode! In our conversation Christian shares a lot of practical examples of what they are doing to let service design be a strategic business tool that helps to make smarter decisions. We discuss the role of leadership, the importance of metrics and the impact of using the right tools. After watching this episode you'll see that it's often the simple and small things that make a big difference. So if you're trying to embed and scale service design within your company this is definitely an episode worth checking out. --- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] -— https://www.servicedesignshow.com/selling/ --- [ GUIDE ] -— 00:00 Welcome to episode 128 03:30 Who is Christian Appelt 05:00 60 second rapid fire 09:00 How did service design start at Polestar 11:00 The place of service design 14:30 Typical service design challenges 19:00 Demonstrating the business value 23:30 Guiding stakeholders through uncertainty 26:00 The CX dashboard 29:30 Building a common language 33:00 The power of internal communication 39:30 Evolution of the approach 42:45 What does the future hold 44:00 Biggest learnings 47:00 Product or service industry 48:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/christianappelt/ * https://orgdesignfordesignorgs.com/ * https://www.fastcompany.com/90636315/this-designer-led-ev-company-could-finally-challenge-tesla --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Everything in service design starts with user research. But as you've probably experienced often it's challenging to get the time and resources to do proper research. And when research is already being done by an organisation it's often not the type of research that we'd like to see. It can be frustrating to see that user research isn't making the difference you know it can. So what does it take to push user research beyond it's current limitations? Author and industry icon, Steve Portigal has been thinking about this topic for some time now. I invited Steve (back) on the Show to share his thinking and together explore what it takes to take user research to the next level. And also ask the question: What is that next level in the first place? Without proper user research you can't do good service design. So it's our job to make it more relevant and impactful. This episode will show you how. --- [ GUIDE ] -— 00:00 Welcome to episode 127 04:10 Who is Steve 05:00 Rapid fire question round 10:15 The need for user research maturity 14:45 Where is this coming from 19:00 What does progress look like 26:30 Opening the conversation 29:00 Who owns this 33:15 You need leadership 40:45 Being in demand 43:15 Setting up for success 45:00 Axis of maturity 48:15 Identifying opportunities 51:30 Where are we heading 57:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/steveportigal/ * https://portigal.com/podcast/ * https://rosenfeldmedia.com/books/interviewing-users/ * https://rosenfeldmedia.com/books/user-research-war-stories/ * https://uxdesign.cc/the-organizations-design-research-maturity-model-b631471c007c --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Take a guess... How much time do you invest to learn something during your week? It's a lot. We learn all the time in order to grow as a professional, a team and an organisation. Heck by reading this email you're learning something (hopefully). Most learning happens organically and on the fly. Which is totally fine. But when you deliberately want to bridge a gap in knowledge, skill or experience it's smart to design that journey. That's where learning design comes in. According to Andre Plaut learning should be hard but not confusing, frustrating or painful. As you'll discover in this weeks episode there's a lot more to learning design than just coming up with training material. It's a (strategic) design discipline that very closely related to service design. After the conversation with Andre I got really excited about the potenial of learning design. Hope you will too. --- [ GUIDE ] -— 00:00 Welcome to episode 126 03:50 Who is Andre 05:00 60 second rapid fire 07:45 What is learning design 11:00 The goal of learning design 19:00 Redesigning the way we work 22:30 Learning design in practice 28:30 When to design learning 33:00 Setting teams up for success 40:00 The evolution of learning design 44:00 A better business conversation 46:30 The future of learning design 49:30 Recommended resources 51:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/andreplaut/ * https://ahumanmachine.com/ * Workshop by Andre: Learning is Experience Design - https://www.youtube.com/watch?v=UMprxiz5rGM * Square wheels cartoon - https://performancemanagementcompanyblog.com/tag/cartoon-too-busy/ Books: * John Marshall: Definer of a Nation - https://amzn.to/3w1y9mD * Design for How People Learn - https://amzn.to/3y2Y2nJ * Making Conversation - https://amzn.to/3hh1K7f --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Here's a question that makes every service designer cringe... Can you show (prove) the impact of your work? So what makes this such a tough question? Well the value created through design is emergent and appears in shapes and forms that you didn't expect upfront. It's often hard to capture the benefits and outcomes using traditional ways of measuring successes (excel sheets). Nevertheless it's not smart to ignore this question. When you can't show the impact of your work, you will eventually become irrelevant. It's as simple as that. Next to that I believe we should hold ourselves much more accountable for the results of our work as a community. But how!? In this week's episode of the Show you're going to learn about a framework for evaluating social impact. The great thing is that this framework is also very applicable to service design. If you've been struggling to communicate the value of your work in ways that non-designers understand then this is an episode you really don't want to miss. --- [ GUIDE ] -— 00:00 Welcome to episode 125 01:30 Who is Joyce 03:00 60 second rapid fire 07:00 Finding a way to measure social impact 11:45 Evaluating versus measuring 14:00 The current limitations 19:00 What's standing the way 28:30 Smarter reflection 33:30 Celebrating succes 35:30 The burden of evaluation 40:00 How do you know it works 44:00 The excel sheet person 47:00 Create your own tune 52:30 Stay true to design 55:30 The limits of data 57:30 Final thoughts --- [ LINKS ] --- * Designing Social Innovation in Asia-Pacific Network (DESIAP) - https://desiap.org/ * A practical guide to Developmental Evaluation - https://go.servicedesignshow.com/agwpz * A developmental evaluation primer - https://go.servicedesignshow.com/81m6h * Better Evaluation Resource Website - https://go.servicedesignshow.com/w196r * Different approaches to evaluation - https://go.servicedesignshow.com/116om Books * Design Transitions - https://amzn.to/3eEpShm * Transformations: 7 Roles to Drive Change by Design - https://amzn.to/3aMzGVf * The Walker's Guide to Outdoor Clues and Signs - https://amzn.to/3dYE7hH --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Design is often described as a problem solving approach. But what if you didn't have to solve problems... What if you could let problems disappear by dissolving them? Let me give you an example. Now that we can't do regular school exams due to the pandemic we look for new ways to still do exams. That's solving problems. Dissolving problems is about figuring out how we can achieve the same goals without exams entirely. It might sound like a small nuance but the impact is huge. The way to dissolve problems is through systemic design. And in this weeks episode Arash Golnam introduces us to it. If you ever found yourself working on incremental improvements and solutions that don't address the root cause. And you want to break free from the boundaries and constraints that cause the problem in the first place? Than grab your pen and paper to start making notes as this episode will give you a lot of stuff to think about! I'll be honest, there's a lot in this episode and everything is interconnected. I've already listened to it twice. If you feel a bit puzzled at the end just press repeat :) --- [ WEBINAR ] -— https://go.servicedesignshow.com/systemic-design-webinar --- [ GUIDE ] -— 00:00 Welcome to episode 124 03:00 Who is Arash 04:20 60 second rapid fire 07:15 Systemic vs systematic design 12:30 Current limitations 21:30 Perceptions as the artifact of design 31:00 Layers of relationships 34:15 Starting with systemic design 42:00 Designing for people 47:00 The compatibility of the designer 53:00 When is design? 58:00 Standing the test of time 1:00:30 The designers journey --- [ LINKS ] --- * https://www.linkedin.com/in/arash-golnam-4b982120/ * http://dissolve.design Books * The Timeless Way of Building - https://amzn.to/2RzQTdZ * Zen and the Art of Motorcycle Maintenance - https://amzn.to/3mP3oxF * The Power of Myth - https://amzn.to/32btS2O * The Poetics of Space - https://amzn.to/32f9bmF * I Am a Strange Loop - https://amzn.to/3wQy2LM --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

What's it like to be an in-house Service Designer the Swedish Tax office or the fashion giant Zalando? In this episode of the Service Design Show you're going to get a sneak peak behind the curtains. You'll hear about the challenges in-house service designers face. And of course get some practical tips on how to navigate around them! Even if you're currently not working in-house I think you'll find these stories very useful. [ Join the Campfire ] https://servicedesignshow.com/campfire/

How can I as a service designer, be of more value to my organisation? That's the question we're exploring in this weeks episode of the Show. And the answers we find will surprise you! So yeah, of course you want to work on challenges that matter. You want to make a difference. But all too often designers are still not heard within enterprise environments. And you know what that means. When this keeps going on too long you will eventually becoming irrelevant. And fail to achieve your mission. Tricia Wang, our guest this week, has an interesting take on why this is happening... Designers have the tendency to get in their own way. What does this mean? It means that we've adopted anti-patterns that actually prevent us from achieving success on the level we desire. According to Tricia we need to uncenter ourselves and transition from being a guru to being a guide. If this sounds abstract don't worry. Tricia provides some very practical things you can do in your day-to-day work to make this happen. Things like sharing unfinished work, ditching the HWM and much more. So when you feel like you could be making a bigger impact on your organisation, but aren't sure how to do that. This episode might just hold the clue you're looking for. I love how Tricia challenges some of the assumptions and habits that we've developed in the design community. It might be confrontational at first but it's a conversation that we need to have sooner than later. Enjoy the episode and keep making a positive impact :) --- [ GUIDE ] -— 00:00 Welcome to episode 123 03:00 Who is Tricia 05:45 60 second rapid fire 09:00 Elevating design 12:00 What I failed to do 17:30 Communication is the problem 20:30 From guru to guide 24:45 Get rid of the how might we 33:00 HMW alternatives 38:00 Uncenter yourself 41:00 The business to human question 43:45 Final thoughts --- [ LINKS ] --- * triciawang.com * linkedin.com/in/triciawang/ * twitter.com/triciawang * projectinkblot.com/ * onepageonehour.com/ * Ain't Gonna Let Nobody Turn Me Around (book) - https://amzn.to/3sDjoVP * The human insights missing from big data | TED Talk - https://www.youtube.com/watch?v=pk35J2u8KqY --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Now be honest with me... What is the first thing you think about when you hear game design? Badges, points, rewards? Gamification? Minecraft? Well, in this weeks episode you're going to hear a completely different story. Together with Andy Morales I explore how game dynamics can be used in the word of service design. It's quite amazing that this topic hasn't been covered on the Show before as there are so many parallels between games and service, really! Andy gives some great examples of how game design can for instance be used to prototype interactions on a small scale before going large. But there's much much more. Yes, as service designers we borrow a lot of tools and methods from other disciples. And after this conversation with Andy I'm 100% convinced that game design should be part of our vocabulary as well. I highly recommend this episode if you're interested in designing better -and more playful- services! --- [ GUIDE ] -— 00:00 Welcome to episode 122 04:45 Who is Andy 05:35 60 second rapid fire 08:00 The journey into game design 12:30 Role of game design in society 17:30 What is the potential of bringing more game design into service design 20:30 An application of game design in a service context 27:00 Open gameplay in services 36:00 Gaining mastery through satisfying loops 43:00 Play is good for business 47:00 Your first step into game design 49:00 The big lessons 52:00 Final thoughts 53:45 Get in touch with Andy --- [ LINKS ] --- - http://andreamoralescoto.com - https://twitter.com/mentapurpura - https://www.linkedin.com/in/andreasmorales/ - https://www.latinxswhodesign.com/people/andrea-andy-morales-coto - https://www.latinasintech.org/spotlight-andy-morales-coto-from-mongodb/ - https://www.projecthorseshoe.com/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

"I didn't sign up to be making wallpaper." That's a quote I can strongly relate to from this conversation with Jim Kalbach. As service designers we want to make a tangible impact on the world around us. For that you need to make sure that your work gets "shipped". If you fail to do that you're often just making wallpaper as Jim said. And the stakes are high because if you fail to ship you run the risk that your contributions will be seen as insignificant or irrelevant. So an important part of doing good service design is following up and making sure your work is actionable for other people. Now how can you do that? What Jim had found is that we are in a very good spot to facilitating meaningful conversations. Often these conversations are the way do drive initiatives forward. After watching this episode you'll walk away with a better understanding of how you can make great design happen. I really enjoyed the chat with Jim. It's filled with practical tips and with entertaining one-liners as you'll hear :) --- [ GUIDE ] -— 00:00 Welcome to episode 121 04:30 Who is Jim 06:00 60 second rapid fire 07:30 Getting design delivered 11:15 Design in a bigger context 14:15 How did we get here 18:45 AHA moments! 24:00 What makes workshops work 29:45 Do pilots 33:15 What are we missing 37:45 Understanding organisational design 40:30 Stop doing this 45:30 The figure 8 is everywhere 47:30 What does success look like 50:30 Naivety about go to market 56:15 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/kalbach/ * https://www.jtbdtoolkit.com/ * https://experiencinginformation.com/about/ * https://rosenfeldmedia.com/books/jobs-to-be-done-book/ * The Statue in the Stone (book) - https://amzn.to/3bX4Zwi * Rise of the Deo (book) - https://amzn.to/382QVQL * Presumptive Design (book) - https://amzn.to/3sMWFGx --- [ SELLING SERVICE DESIGN ] --- Learn how to win the hearts and minds of clients, managers & CEOs, without wearing a suit. https://servicedesignshow.com/selling

Have you heard about Workplace Empathy? It’s a powerful movement championed by dr. Emma Jefferies. The idea is that too often we leave ourselves at the (remote) door when we put our professional hats on. This is a recipe for a lot of nasty things like work related stress and burnouts. The antidote to this might be closer than you think. What would happen when you employ the same levels of empathy towards the people you work with as you do towards the end-users in your projects? According to Emma this increases productivity, engagement and overall well-being. But there’s a challenge… Showing empathy means that you need to slow down and listen. Truly listen to the people around you. When you work in an environment where everything is driven by deadlines slowing down requires a lot of courage. In this conversation Emma shares some inspiring stories of how Workplace Empathy has transformed teams and what potential it holds for you. After this episode you’ll know how to take the first steps to get this movement started within your organisations. Even there currently seems little time or acceptance for it! --- [ GUIDE ] --- 00:00 Welcome to episode 120 03:00 Who is Emma 04:00 60 second rapid fire 05:35 It started in Brazil 08:50 Impacting well-being 10:45 Humanizing organisations 14:00 Getting rid of Us and Them 20:45 Finding the space to listen 27:30 The limits of empathy 34:00 The influence of environment 36:00 Which skills matter 41:30 What's next 44:00 Episode summary 44:45 Get in touch with Emma 45:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/emmajefferies/ * http://dremmajefferies.com/ * Design Transitions (book) - https://amzn.to/2N33Rz7 * Black Fatigue (book) - https://amzn.to/2NL1iSj * IBM 3.0 - https://www.ibm.com/blogs/services/2020/09/16/make-human-experience-your-organizational-compass/ * Nonviolent Communication Language (book) - https://amzn.to/3dVgA1B * Compassion based living - https://www.mindfulnessassociation.net/weekly-challenge/compassion-based-living-course/ * https://gestaltcentre.org.uk/course/group-facilitation-programme/ * Servant leadership course - https://www.greenleaf.org/academy/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Does your life get easier when you're embedded within an organisation as a service designer? Or do you run into the same challenges as the rest of us? In this special episode of the Show you'll get a unique "behind the scenes" look from 8 in-house service designers who participated in the recent Campfire. Next to this you'll also get some very practical tips on how you can be more successful when working in-house. I think that you'll find these tips helpful even if you're currently not embedded inside an organisation. The doors for the next Campfire have just opened. You can find detail on how to apply on the page below. 👉 https://www.servicedesignshow.com/campfire/ There's space for only 8 participants so if you’re interested don’t wait too long with submitting your application.

Expectations of design. Everyone has them. What it is. How it works. The value it can create. Often these expectations are implicit. This is especially challenging when you’re working with business people who don’t necessarily think like a designer. Of course you believe in the power of design and want to live up it’s promise. So it can get really frustrating when you feel you’re not able to live up to these expectations. You might even start to think that something is wrong with you. The good news is that most likely that’s not the case. Usually the problem is a lack of common language and understanding. In this episode with Ryan Rumsey you’re going to learn how you can close this classic gap between business and design. Metaphorically speaking you need to become a true local in the village of business. Without losing your design soul of course. As you’ll hear in this episode the pay off is high. Get this right and you’ll have a much greater influence on how important decision are made. Allowing you to change organisations for the better. To be honest I really think this is a conversation we need to have more in the design community. --- [ GUIDE ] -— 00:00 Welcome to episode 119 02:45 Who is Ryan 04:10 60 second rapid fire 07:15 How did we get here? 16:15 Where do I start? 20:15 Different expectations 24:00 What can I gain? 29:30 Building partnerships 37:15 Business value of design 47:15 Valuable resources 49:30 There is a lot at stake 54:15 Final conclusion --- [ LINKS ] --- * https://www.linkedin.com/in/ryanrumsey/ * https://www.ryanrumsey.com/about * https://www.secondwavedive.com/book * https://www.ryanrumsey.com/words/the-good-partner-canvas * Small Is Beautiful: Economics as if People Mattered - https://amzn.to/3crYHXA * HBR'S 10 Must Reads: The Essentials - https://store.hbr.org/product/hbr-s-10-must-reads-the-essentials/13292 --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

A big part of your job as a service designer is to make services easier. Easier to find. Easier to navigate. Easier to use. Why? Because this not only makes the life of your customer easier but also yours. As you know creating services that offer a coherent experience across the board comes with some implications. In order to accomplish this organisations have to work across silos and have adopt a long term perspective. Now imagine that you're just a small service design team in a large traditional organisation. How do you make this happen? How do you even make any meaningful progress? Well that's the theme for this week's episode with Iran Narges. Iran is the service design lead at the city of San Francisco. We talk about how to be successful as a service designer in challenging conditions, including covid. I think you'll be surprised which things make the biggest difference according to Iran. So if find yourself in a siloed organisation that's primarily focussed on short term results I'm sure you'll get some useful insights out of this episode. My goal with the Show is to help you be more impactful by understand what's underneath the surface of service design. And I think this episode is a great example of that. If you're read all the way to here make sure to leave a comment with the hashtag #commitment --- [ GUIDE ] -— 00:00 Welcome to episode 118 03:00 Who is Iran 07:00 Question rapid fire 09:30 Why Service Design in local government 14:30 Bridging the silos 18:30 How do you make progress 26:15 What are the learnings 31:45 Service design in a pandemic 37:15 Which value do you bring 39:30 Reinforcing the fundamentals 43:30 The vision 46:45 Get in touch with Iran 49:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/iran-narges/ * https://digitalservices.sfgov.org/ * https://medium.com/san-francisco-digital-services --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

How can you explain service design in a way that it actually clicks for other people? I know some people have give up on this but I don't think that's a smart strategy. Here's why. The multidisciplinary nature of service design requires you to collaborate with other people. You're not going to design a service on your own... So being able to get the message across about what you do and the value you bring is crucial. You might be wondering what is it that makes explaining service design so challenging? Well, combine two intangible concepts that not a lot of people really understand and you end up with service design. But there's hope! One very effective way to help people understand service design is by tapping into something the other person is already familiar with. How? By using a metaphor. In the past I've explained service design by comparing it things like a jazz band, organisational fitness and the operating system of your computer. There's an endless number of metaphors you can use to get the message across. I've teamed up with Robert Bau to inspire you with a few powerful metaphors that we really like. So if you want to get more people excited about what you do as a service designer, this episode is just what you need! --- [ GUIDE ] -— 00:00 Welcome to episode 117 01:10 Who is Robert 03:00 Why metaphors? 06:15 The Jazz Performance 09:15 The Mountain Guide 18:30 The Soccer Team 23:15 Theatre 37:00 Organisational Fitness 41:45 Being Stuck in the Middle 46:45 The Chef Cook 52:30 What's your favorit 53:30 Final thoughts --- [ LINKS ] --- * Episode 99: https://www.youtube.com/watch?v=D5WNSWdocS4 * https://www.bauinnovationlab.com/blog/bringing-down-the-house-1 * https://www.bauinnovationlab.com/blog/the-mountain-guide-1 --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

Have you heard about design systems? It's a catchy concept that's been getting quite some attention lately from our friends at the digital UX community. And I think we as a service design community can get a lot of value out of it as well! Here's my simple understanding of a design system... The main idea is that a design system provides you with a standardised set of components and patterns. This standardised set allows you to deliver results more efficiently and with more consistency. In an online environment a component might be a button and a pattern might be the steps in the ordering process. Now I hear you thinking... I don't work with buttons and checkout flows. So how can I as a service designer benefit from a design system? That exactly the question I had as well! Fortunately, good friend of the Show and design systems ninja, Dan Mall was willing to come on and lay it all out for us. --- [ GUIDE ] -— 00:00 Welcome to episode 116 02:05 Who is Dan 03:45 Getting started with design systems 07:30 The use case for design systems 11:00 Where does a design system live 14:30 Design systems for services 18:30 Where to start 26:30 Patterns and components 31:15 Finding the right balance 33:45 Design sytems are culture 36:30 Systems as word 39:00 Who's job is it 41:30 Reasons why design systems don't get adopted 44:30 How to sell a design system 47:00 It's an ongoing journey 49:00 Recommended resources 50:50 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/danmall/ * https://superfriendlydesign.systems/ * https://superfriendlydesign.systems/classes/make-design-systems-people-want-to-use/ * https://bigmedium.com/ideas/boring-design-systems.html * https://shop.smashingmagazine.com/products/design-systems-by-alla-kholmatova * https://abookapart.com/products/expressive-design-systems * Thinking in Systems: A Primer - https://amzn.to/2WITxgx --- [ ENJOYED THE SHOW ] --- Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify --- [ YOUTUBE ] --- Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

How much does a service designer earn? That's what you can find out in the first global service design salary report. The report contains salary data from over 1000 participants across 53 countries. In this podcast exclusive episode you'll hear Linn Vizard and Marc Fonteijn talk about how and why the report came to be. You'll learn about some of the most interesting findings and patterns that emerged from the data. And of course how you can use the report to find the answers to the questions that are most relevant to you! --- [ LINKS ] --- https://www.servicedesignjobs.com/salary-report/ --- [ ENJOYED THE SHOW ] --- Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify --- [ YOUTUBE ] --- Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

Is it possible? Can you win a game of checkers while playing chess at the same time? What on earth do you mean Marc? Okay, let me rephrase the question. Can you deliver short term results through service design projects while at the same time helping your client to build the capabilities that will benefit them in the long term? I do strongly belief that you have to bring service design in-house. Otherwise you will get stuck at running superficial projects that don't really change the system. An external agency might be the fire starter at first but eventually the design and delivery of great services needs to be a core competence of every company. I know what you're thinking. Learning service design on the job through projects is a great idea in theory. In practice its a lot easier said then done though. For one, you will have to deal with the middle layer of the organisation which in most situations has quite a short term mindset. So when you advocate to build internal capabilities that will benefit the organisation in the long term there's a conflict of interests. But as I mentioned I don't think we really have a choice. We have to find a way to get this done. Someone who has been trying to solve this wicked design challenge for a long time is Patrick Quattlebaum. Together with his team at Harmonic design Patrick helps organisations to design great services, while at the same time helping them to adopt the service design way of working. This episode of the Show is packed with valuable lessons from someone who has been on the front line for a long time. So if part of your job is to help (internal) clients build service design capabilities... the insights you get from this episode will make your life a lot easier. --- [ GUIDE ] -— 00:00 Welcome to episode 115 04:15 Who is Patrick 05:00 60 second rapid fire 09:15 Why is building capabilities important? 12:30 Going into the operating model 16:00 Service and capabilities outcomes 18:15 Where do I start? 24:45 Can you teach this? 29:00 Demonstrating value 34:30 Can you be strategic and practical 40:15 Change hurts 46:00 Navigating the middle 48:30 Give it away 53:30 Practical advice 59:45 Set up for success 1:03:00 Get in touch with Patrick 1:03:45 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/ptquattlebaum/ * https://twitter.com/ptquattlebaum * https://www.thisisharmonic.com/ Books * Orchestrating Experiences - https://amzn.to/37RpOrf * The Searcher - https://amzn.to/3m8eqwh * The Trusted Advisor - https://amzn.to/2VUjQ3h --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

Here's a challenge I think you'll recognize... How do you move design up the maturity ladder in an organisation? Back in the day when I would get called in for a project I knew the client wouldn't get a lot of value out of the design approach when we would just apply it on the superficial layers of a service. No surprise here. To have any meaningful impact on business and customers we needed to use design from strategy to implementation. The truth is that I often got quite frustrated about this process. Many clients weren't ready for this. And navigating through the organisational layers and the internal politics isn't what I signed up for (or at least I thought). But I also didn't want to get stuck doing work on the margins. Especially when you know which value you can contribute. This seems to be a common channel for many service designers out there. If this sounds familiar than this week's episode is just for you! I sat down with Homaxi Irani to discuss what you can do to successfully grow the influence of and appreciation for design within an organisation. Usually the conversations about this topic tend to stay quite abstract and high level. But as you'll hear Homaxi shares some very practical advice on things you can do tomorrow. So if you want to take design to the next level within your organisation make sure you don't miss this episode. --- [ GUIDE ] -— 00:00 Welcome to episode 114 02:40 Who is Homaxi 03:20 60 second rapid fire question round 05:30 Bringing design in to the broardroom 08:00 Why should we want to bring design into the boardroom 17:30 How to gain more influence 24:00 What is the secret sauce 28:30 Navigating the middle management swamp 34:00 Showcasing the value of design 42:00 Is design a risk? 50:00 How to move forward 59:00 The power of pragmatism 1:02:30 Get in touch with Homaxi 1:03:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/homaxi/ * Battle Scars by Dinaaz Lentin (book) - https://amzn.to/3fq5mkw * Religion for Atheists by Alain de Botton (book) - https://amzn.to/35ZyUCv --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

As an in-house service designer you see so much potential to do good but often it feels like organisation is working against you. Preventing you to do the job you were hired for in the first place. You want to ask for objective advice, get someone's opinion or just share your frustration for a moment. But in many cases all the weight falls on your shoulders. You're the expert that everyone is looking up to. So what do you do? You join a campfire group of course. A what?! A campfire brings in-house service designers from different organisations together to help them grow as professionals. I've invited 5 people who are are part of such a campfire group to share their stories with you. In this episode they openly talk about challenges they face and also their tips on how to successfully navigate around them. Even if you're not working in-house I'm sure you'll get a lot of insights out of these stories! The registration for the next campfire group has just opened. So if you’d also like to be part of a supporting community and grow as a professional consider joining. You can find detail on how to apply on the page below https://www.servicedesignshow.com/campfire/ There's space for only 8 participants so if you’re interested don’t wait too long with submitting your application.