Service Design Show

I'm sure you've seen the news...At the outset, the recent announcement of the "America by Design" initiative and the new "National Design Studio" is quite exciting. It’s a huge spotlight on our field.But it also feels a bit strange, doesn't it? Because it wasn’t so long ago that the US government had 18F, an entire organization dedicated to improving the user experience of its services. And then, in early 2025, it was deemed "non-essential" and unceremoniously "deleted".One of the people right in the middle of it all was our guest, Ron Bronson. As the Head of Design at 18F, he was at the forefront of applying service design within the complexities of government. So, you can imagine that when Ron sat down with me for the conversation, it wasn’t just a walk in the park. We dove into some juicy questions that challenge the very core of our practice. Is service design too opaque and stuck in its own craft? What if we reframed our work as a form of “design as repair”? Why might AI actually be the biggest blessing for service design yet? I can assure you, this is a conversation that will get you out of your comfort zone in the best way possible. So, if you’re ready to be challenged with some fresh perspectives, make sure you tune in to this one.Even though we tackle some pretty huge topics in the episode, Ron brings it all back to a simple, powerful idea right at the end of the conversation. Can you take a guess? (Hint: it’s about zooming in, not out ).Enjoy the episode and keep making a positive impact!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 23604:00 Who is Ron05:30 Service design is too opaque 07:45 Importing service design to the US09:30 Conversations designers should be having10:00 The "best service experience" during a crisis12:50 The Trojan Horse strategy for designers14:30 Creating a "pull" for service design from within17:30 The power of doing "uninvited" work23:00 Examples of a golden nugget26:00 Trust as a core deliverable27:00 What students get wrong about design29:45 The gap between conferences and reality32:00 Idea of consequence design34:30 Design as repair: A new mindset37:30 The "forward deployed" designer.39:30 What would change if we adopt this mindset 45:00 Making service design ubiquitous46:30 Right way to frame a problem48:30 Are organizations in the service business?51:30 The blessing & curse of "doing the work"54:15 How he hopes service design would look in 3-5 years57:00 AI: A blank space for service designers59:15 Questions to ask about AI1:01:14 Malicious path vs. ideal path1:02:45 A question to ponder1:04:30 What can you fix1:07:15 Get in touch --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/ronbronson/BlueSky - https://bsky.app/profile/ronbronson.com Website - https://www.ronbronson.design/ https://consequencedesign.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/236-youtubeApple ~ https://go.servicedesignshow.com/236-appleSnipd ~ https://go.servicedesignshow.com/236-snipdSpotify ~ https://go.servicedesignshow.com/236-spotify

This can't be true... It was a revelation that left Mauricio Manhaes in disbelief. A disturbing pattern emerged during his research on what it means to cultivate a design-driven culture in everyday work. Doing research is much like connecting dots, where individual stories often lack groundbreaking insights. However, unexpected patterns can suddenly emerge when you look across these stories. And that's exactly what happened when Mauricio interviewed some of our field's most accomplished, experienced, and respected professionals. These professionals were generously sharing their work journeys and challenges. But when Mauricio zoomed out and started to reflect on the stories, he realized these challenges weren't rooted in a lack of skills or resources. A deeper, systemic issue is at play, limiting design and designers from living up to their full potential. Mauricio has recently published his findings and came on the Show to share them with us. Join us to gain insights into what might be limiting your impact, and walk away with a practical tool to help you have constructive conversations about this topic with peers. What I deeply appreciated about Mauricio's approach is that it's all about understanding and improving, not about assigning blame. Enjoy the conversation, and as always keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 186 06:30 Who is Mauricio 08:15 Lightning Round 17:45 Being part of the decision-making 20:00 What Social Exclusion is like 23:00 Verbal hostility in the workplace 24:15 Realizing the issue: Workplace Bullying 31:00 Feminity and design 38:00 Journey mapping the issue 43:00 Taking ownership of the issue vs being the victim 48:15 What should be explored next? 52:15 The action plan: what we should do 54:15 Get in touch with Mauricio 55:00 How can we devise more ways --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/manhaes/ Truths and Method by Hans-Georg Gadamer - https://shorturl.at/rBOQW Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20 - https://www.youtube.com/watch?v=VCjrMUz_gk0 Slidedeck used on the SDN Global Cafe - https://www.linkedin.com/posts/manhaes_to-fit-or-not-to-fit-touchpoint-vol-14-activity-7087067423404634113-358C -- Compilation of the main discussion points that emerged after the SDN -- Cafe and the related LinkedIn post (above) - https://www.linkedin.com/pulse/designers-treated-like-women-organizations-mauricio-manhaes-ph-d-/ SDN link to the article - https://www.service-design-network.org/touchpoint/tp14-1-the-employee-journey/tp14-1-to-fit-or-not-to-fit Download the Journey Map - ⁠https://drive.google.com/file/d/1TGW2TmcvIZSg6pV53wU4Z4l4ECHXUzGF/view?usp=drive_link⁠⁠ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

How do you get your boss to actually fund journey management? 💰We’ve all felt the frustration of making an impressive map that everyone "likes" but nobody actually uses. when that happens, our practice loses credibility. Season 2 of the Journey Management Playbook is here to fix that by focusing on the BUSINESS CASE.What we cover in this episodeWhy journey management is a strategic asset, not a "nice-to-have."how to calculate the actual cost of bad customer experience.shifting the conversation from "fluffy" CX metrics to boardroom metrics.getting stakeholders to embrace a journey-led way of working.Martin Palamarz is the chief customer officer at TheyDo. he spends his time helping global organizations scale their CX efforts and understands the language of executive decision-making.It’s best to watch the video version on Youtube to see the examples on screen, but you can also find the slide deck in the show notes below.--- [ 1. LINKS ] ---Playbook Slides - https://go.servicedesignshow.com/tq4e4CX Cost Calculator - https://go.servicedesignshow.com/journey-management-playbook-09-cx-cost-calculator-podcastThe Journey Management Playbook - https://www.theydo.com/resources/journey-management-playbook--- [ 2. GUIDE ] --- 00:00 Journey Management Playbook S2E0102:00 Martin's background04:30 Origin story of TheyDo06:45 Series overview: CX costs08:45 The CX Toolkit10:00 Bridging the gap13:45 Forrester research findings16:30 CX & business performance19:30 The Norway story23:00 Boardroom metrics30:45 The Cost of Bad CX38:30 High-value journey steps40:30 Drop Off Rate Explained42:30 "Nice-to-have" trap48:15 Service design & revenue50:00 Starting small52:15 Mckinsey research57:30 AI for customer data1:00:00 3-minute executive reports1:01:30 Ticket value & variables1:08:30 Bad CX VS. CX Investment1:12:00 Building momentum1:14:00 the final challenge--- [ 3. FIND THE SHOW ON ] --- Youtube ~ https://go.servicedesignshow.com/journey-management-playbook-09-youtubeSpotify ~ https://go.servicedesignshow.com/journey-management-playbook-09-spotifyApple ~ https://go.servicedesignshow.com/journey-management-playbook-09-appleSnipd ~ https://go.servicedesignshow.com/journey-management-playbook-09-snipd

Do you show up as an "A-student" constantly seeking the next gold star, only to feel personally attacked when your work is misunderstood? 🌟 In this episode, we tackle the "identity trap" in design and how to stay passionate without letting corporate exploitation drain your soulIn this episode, you'll learn:Why wrapping your personal value in professional output leads to burnout and frustration. How the constant need for "exceeds expectations" reviews can actually undermine your professional agency. Strategies to care deeply about your impact without letting it define your humanity. How to feel in control even when your leadership doesn't yet grasp the full value of what you bring to the tableOur guest: Sara Wachter-BoettcherSara is a vocal leader in the design community and the founder of Active Voice, where she has coached dozens of professionals through these exact challenges. She joins Marc to explore how to lean into conversations about value without feeling like you’re constantly pleading for your seat at the table.As you'll hear, Sara brings some "tough love" that helps you come out the other side more confident. It’s about learning to keep your side of the street clean, even when the organization around you feels messy. Enjoy and keep making a positive impact!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 25303:30 The collective headspace of design today05:30 The impact of AI-related layoffs on design morale.08:15 Era of cheap money10:00 20-teens tech boom and its consequences15:00 The ROI trap and identity18:15 How shifting performance standards destabilize personal identity22:00 Breaking the spell of work identity24:45 Discomfort of realizing a job doesn't align with personal values33:00 Navigating organizational change38:45 Power mapping exercises44:45 Empathy for colleagues51:45 Concept of "humanizing" organizations to reduce isolation55:15 Radical act of clocking out57:00 Leadership without the ego59:15 Strategic patience in a crisis1:01:15 The value of the human behind the designer01:14:15 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/saraboettcher --- [ 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/253-youtubeSpotify ~ https://go.servicedesignshow.com/253-spotifyApple ~ https://go.servicedesignshow.com/253-appleSnipd ~ https://go.servicedesignshow.com/253-snipd

You look around the room and realize you’re the only one who cares about the customer. 😫 It’s exhausting to be the lone voice begging for user research while everyone else just wants to ship the next feature.In this episode, Elle Beaumont-Bilsby and Nick Gaff join the show to discuss the heavy lifting required to be an in-house service design practitioner. We move beyond "thick skin" and look at how to build a sustainable career in environments that don't fully understand design. You’ll learn:Why surviving as a lone wolf is impossible and how to locate "quiet allies" hidden in other departments.A practical framework for building resilience at an organizational, service, and personal level.How Elle and Nick practice high-impact design without having "Service Designer" on their business cards.Practical tips for staying sane and avoiding burnout when you are the only advocate for the user.How to find a support crew outside your organization to help you carry the weight.I'm curious, if you had to make a guess, how many people do you have around you inside your org that get it? 1, 5, 20... let me know.Enjoy the episode and keep making a positive impact.~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to the March Round Up01:45 Defining Resilience03:30 Service Design in Australia04:45 Elle’s Design Journey07:00 Nick’s Career Path09:00 Effects of Digitization11:00 Higher Ed Challenges12:30 Impact Over Tools14:00 The Resilient Self Season14:45 3 Altitudes Framework16:00 Organizational Resilience17:00 Resilient Service Design18:00 Personal Development19:15 Recharging and Self-Care20:00 Resilience as a Quality21:00 Individual Resilience Focus 24:15 Peer Support Systems 28:00 Navigating Corporate Culture 31:30 Vulnerability in Leadership 35:45 Building Internal Allies 39:00 Friday Afternoon Reflections 42:15 Success Beyond Metrics 45:30 Managing High-Stress Projects 49:00 Sustainable Innovation 52:15 Resilience as Design Criteria 56:45 Switching Off and Recharging --- [ 2. LINKS ] --- https://www.linkedin.com/in/ellebeaumontbilsby/https://www.linkedin.com/in/ngaff/ --- [ 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-12-youtubeSpotify ~ https://go.servicedesignshow.com/inside-service-design-12-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-12-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-12-snipd

Imagine making the cover of Time magazine...Okay, maybe not. Nobody gets into service design for the fame. Actually, as we’re always saying on the show, our best work is usually the stuff nobody notices.The spotlight stays on the CEOs. You rarely see the people in the trenches, the ones making sure the "faceless" public services we rely on actually work. Think about it for a moment, you can thank a mailman because he’s a human being standing on your porch in the rain. But when water is coming out of your faucet, there’s nobody to thank. It’s just "the system".That invisibility is exactly why people sometimes get hostile toward the government or big institutions. It's always "us versus them" because there’s no "them" to relate to.So our guest for this episode, Brian Whittaker, decided to change by starting a project called Humans of Public Service (HoPS).In this episode, we talk about the early days of the project and the weirdly difficult task of getting modest, quiet service design professionals to actually talk about themselves (on camera). He also shares hard won lessons on how he finally got the project to take off.It’s an inspiring conversation. It shows how much the vibe changes when you put a human face on a anonymous system. So if you’re trying to build empathy inside a big, messy organization, Brian’s blueprint really might just be what you need.While you’re listening, try to think of one "boring" story in your own org that deserves a spotlight. Enjoy the conversation and keep making a positive impact!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 25203:45 Family Roots in Service05:00 Current US Service Challenges07:30 Private to Public Transition10:00 Modernizing Federal Tech11:00 Passion of Public Servants13:30 The Shift in 202014:15 Humans of Public Service15:45 Growing on LinkedIn17:00 Amplifying Unheard Voices18:15 Shifting the Narrative21:30 Bridging the Empathy Gap25:45 The Power of Recognition32:45 Institutional Design38:30- Scaling Human Connection44:55 The Future of Service51:15 Advice for Change-Makers53:30 Final Reflections --- [ 2. LINKS ] --- https://www.linkedin.com/in/bwhtt/ --- [ 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/252-youtubeSpotify ~ https://go.servicedesignshow.com/252-spotifyApple ~ https://go.servicedesignshow.com/252-appleSnipd ~ https://go.servicedesignshow.com/252-snipd

Our brains were not designed for this pace... Just think about it. For thousands of years, humans had ages to adapt to new technology. When we discovered fire or the steam engine, we had generations to figure out the implications.Today, things are shifting so fast that trying to keep up by just "learning more stuff" feels biologically impossible. At least to me 🤣It’s like you’re trying to run 2026 apps on the operating system of a legendary—but limited—Nokia 3310 phone.So, for this episode, I sat down with Nav Qirti from the School of Metaskills to talk about why we’re looking at the "skills gap" all wrong.Nav argues that we should stop chasing "functional skills" (which have a very short shelf life anyway) and focus on the things technology can't touch: judgment, curiosity, and reasoning.We also dive into why you can’t just read a book to get better at empathy or judgment. Nav explains that you need a "proxy environment" to train those muscles. Most professionals I know practice by just following a script, but Nav shows us how to build the mental strength behind the craft.This conversation offers an optimistic path forward by focusing on the core human abilities that technology simply cannot replace.Which of your "mental muscles" feels a bit weak lately? If you’ve got a moment, leave a comment below and let me know. I’d love to hear what a "workout" would actually look like for you 🙂Enjoy the conversation and keep making a positive impact.Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 25104:00 The Falling Behind Puzzle05:30 6Adapting to AI08:15 Seeing what matters10:15 Obsolete hard skills12:30 Outdated learning models15:00 The 90/10 Imbalance16:45 Bucketing Skills17:15 Communication as a base19:00 Human survival traits21:15 Building capacity25:45 Expertise vs. scripts29:15 Measuring the wrong things37:30 Leadership and meta-skills39:45 The shift from "doing" to "leading"42:15 Why technical expertise has a ceiling45:00 Identifying your personal meta-skill gaps48:15 Low-stakes practice50:00 Defining Proxy Environments51:30 How to practice judgment daily55:15 Building empathy without the pressure58:15 Anxiety to Control59:00 Reframing the AI threat1:01:00 Focusing on the human operating system1:02:15 Regaining professional confidence1:02:30 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/navqirti/www.navqirti.comwww.metaskills.globalSkills to make us future ready & future relevant --- [ 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/251-youtubeSpotify ~ https://go.servicedesignshow.com/251-spotifyApple ~ https://go.servicedesignshow.com/251-appleSnipd ~ https://go.servicedesignshow.com/251-snipd

What happens when a service design professional does their job well...Usually? Absolutely nothing.No organizational gears grind. No customers complain. No one panics.You did your job, so the disaster simply stayed in your head instead of becoming a reality.That’s the curse, though. No one's going to congratulate you for a crisis they didn't have to experience.I sat down with Jin Wan and Chad Cheverier for the this episode of Inside Service Design to talk about this "great enabler" trap.To make things practical, Jin had a great example about redesigning an onboarding journey. His biggest win wasn't a shiny new interface. It was moving a step in the verification process to the backend so nobody had to intervene manually. It saved the company (and customers) countless hours, but the solution itself is completely unseen.Chad mentioned a similar struggle. Looking at his quarterly review and realizing he doesn't have many "shiny" deliverables to show. His best work was aligning teams and coaching PMs to do their jobs better, which doesn't look like a "deliverable".So, how do you stay motivated when your best work is invisible and goes unnoticed? And more importantly, how do you sell the value of that work to the people holding the budget? We unpack all of that in this episode.If you had to make an estimate, how much of the work you do is "invisible"? Send me a quick reply and let me know.Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to February Round Up05:00 Jin's path: From IT and HR to Marketing and CX 07:30 Chad's path: From photography to in-house design 10:45 What a CX professional does at a startup 11:45 Why you should ignore job titles 14:30 Jin’s digital onboarding in financial services 18:00 Why service design feels like internal consulting 24:35 Core competencies missing from design education 31:15 Navigating the "messy middle" of organizational change 39:00 Dealing with stakeholders who bake in solutions 45:30 The power of simplifying complex journey maps 52:00 Strategies for building internal resilience 58:45 Advice for aspiring in-house service designers --- [ 2. LINKS ] --- https://www.linkedin.com/in/chadcheverier/https://www.linkedin.com/in/wanjin/ --- [ 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-11-youtubeSpotify ~ https://go.servicedesignshow.com/inside-service-design-11-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-11-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-11-snipd

I'll let you in on a small secret...Ten years ago, the Service Design Show was never even supposed to be a podcast. And somehow here we are. We've officially hit episode 250. Its been a decade since I published that very first interview. Somewhat of a cliche but, I never expected to reach this milestone. I still remember the early days very well when I was struggling with a "split identity". Torn between running a service design agency and following this pull toward content creation. It took me a good three years to finally take the leap, but looking back, it was the best decision I ever made. As you'll notice, this episode is quite different. Usually, it’s my job to ask the questions, but in this one, I’m the one answering them.I wanted to share some of the messy, behind-the-scenes lessons from the last decade. They are quite personal but who knows maybe you can use them as tools in your own practice. We’re diving into things like my cheat code to gain clarity, the power of friction, what I’ve learned about building real connections and how "remarkable" things are often built through consistent, often unglamorous work. And yes, I even answer some hot questions from the community.I have to say that recording this episode was both difficult and incredibly rewarding.So, if you’ve been on this journey with me, I’d love for you to join me for this reflection. This milestone isn't just mine, it’s ours. By the way, if you prefer our regular interview format, feel free to skip this one. I won't judge! We’ll be back to our normal schedule next week.Thank you again for your attention, your trust, and for being part of this movement.Be well,~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to EP 25003:30 Friction of a "split identity"05:00 How did I get into service design06:30 Overlap between engineering and design skills07:00 Letting go of code08:15 Biggest lessons I learned in the last decade08:45 Don’t wait for permission to start your project10:15 The power of consistency over perfection12:30 Choosing guests for the podcast13:00 The "Curiosity Filter"15:45 The shift from generalist to specialist topics in service design18:30 One of the most challenging episodes19:15 Dealing with technical failures and "lost" interviews22:00 The future of the Service Design Show22:45 Moving towards more community-driven content25:15 Some Advice for someone starting their own podcast26:00 Focusing on the "Why" before the "How"28:30 Importance of building a platform you own31:45 The ripple effect of 250 conversations34:30 Thank you for being part of the journey --- [ 2. LINKS ] --- https://www.linkedin.com/in/marcfonteijnhttps://www.servicedesignshow.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/250-youtubeSpotify ~ https://go.servicedesignshow.com/250-spotifyApple ~ https://go.servicedesignshow.com/250-appleSnipd ~ https://go.servicedesignshow.com/250-snipd

This episode falls into a pattern that's hard to ignore...I'm seeing a growing undercurrent of design leaders strongly advocating for a more sustainable approach toward work and life.It is hard to separate this development from the rise of AI, which is shaping many aspects of our lives and turning what we know upside down. Sure, there's always been a push to do more, and preferably faster and cheaper, but now with AI, it feels like the volume knob has been turned to 11.Of course, this has a significant impact on us as service design professionals. The "productivity" pressure is rising for us as well. And if we're honest, it often reaches a point where it not only takes away the fulfillment we find in our work, but also leaves us on the edge of burnout.But we're humans, not machines. We're not merely replaceable cogs in a system. So we must find an alternative.One of the leaders advocating for this more sustainable approach toward work is our guest, Birgit Geiberger. She argues that in order for us to thrive in this new reality, we must adopt a different leadership style. Birgit says we need to focus on leading with both head and heart in a way she calls regenerative leadership.In this conversation, we unpack what this form of leadership entails and why it's now more important than ever. Birgit offers ideas on how you can push back and escape the unsustainable pace of work when everything and everyone around us seems to demand more, go, go, go.We discuss what you can do on a day-to-day basis to find your grounding and stay true to who you truly are in a world where compromises are unavoidable. And finally, we investigate how you can show that doing things in a regenerative way is not just good for you, but also accelerates and increases your business impact.A great conversation, packed with hope, inspiration, and practical advice for anyone who wants to bring back the joy in their work again.What might be good to know is that I haven't selected my recent guests based on their interest in this theme, or instructed them in any way to discuss it. This is just something that emerges when I ask them to speak about what is dear to their hearts right now.If you've been listening to the Show, I'm curious if you've noticed this undercurrent as well.Enjoy the conversation and keep making a positive impact!~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 24904:15 Human-Centered Leadership Legacy06:30 Post-Pandemic Reflections10:00 Redefining Growth and Resources13:00 Introduction to Regenerative Leadership15:00 The Power of Self-Leadership18:30 Designing for Mental Capacity22:00 Moving Beyond Short-Term Business Thinking24:45 Breaking Functional Silos33:15 Leading through Global Uncertainty40:15 Service Design as a Cultural Catalyst47:30 Empathy as a Business Strategic Tool54:30 Scaling Influence Through Others1:00:30 Closing Reflections --- [ 2. LINKS ] --- https://www.linkedin.com/in/birgitgeiberger --- [ 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/249-youtubeSpotify ~ https://go.servicedesignshow.com/249-spotifyApple ~ https://go.servicedesignshow.com/249-appleSnipd ~ https://go.servicedesignshow.com/249-snipd

Let's be real for a moment...In the corporate context, what's the thing that usually gets rewarded the most?It’s often the person who "just" grinds through the chaos, works overtime to fix a broken process, and absorbs all the organizational friction without complaining.From very early on in our careers we are taught to treat ourselves like machines that just need to carry more weight.But as Kara Snyder points out in our conversation, that is treating resilience as output. It’s performing professionalism when you are completely depleted. And it is a fast track to burnout.Instead, Kara challenges us to think about resilience as capacity. What do you actually need to sustain yourself so you can stay in this deeply human and emotionally demanding work?Because at the end of the day, the most important tool in your service design toolkit isn't a journey map or a blueprint... well, it's you.In this episode of Inside Service Design, I sit down with Kara and Siddhartha Saxena to talk about the inner game of being an in-house service design professional. We step away from the frameworks and talk about how to actually survive and thrive in this beautifully complex role.This conversation touches on topics like:How to stop measuring your worth by how much stress you can carry.How to create a "liminal space" between you and your work.And how to get to Friday and actually feel a sense of accomplishment, even when the work is messy.So if you’ve been feeling the weight of driving positive change using service design, take a deep breath, slow down, and tune into this one.How do you protect your own capacity? Have you found any specific rituals particularly helpful? Let me know, I’d love to hear how you're dealing with this.Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to the January 2026 Round Up!03:30 Kara’s Journey: From Accounting to PWC06:30 Facing Burnout and Personal Loss09:00 Sidd’s Journey: From Architecture to Startups11:30 Discovering Service Design as a Business Bridge12:30 Remote Healthcare in India14:00 Designing the "Nervous System" of an Organization15:45 Navigating Complexity19:00 Why Service Design Feels Like the "Wild West"19:50 Tool Spotlight: Using the Emotional Culture Deck21:30 Moving from Doing to Being24:00 Resilience in Startups vs. Corporate Safety26:15 How Personal Grief Shapes Professional Perspective31:15 The Gap Between Self and Work34:30 Why Service Designers are Natural "Absorbers"38:30 Building a Protective Layer Against Burnout41:15 Mapping the Invisible Organizational Nervous System44:45 Managing Design at Scale48:15 When to Say "No" to the Machine52:30 The Power of Invisible Labor56:15 Measuring the Value of What Can't Be Seen59:00 Protecting Your Design Culture from Company Culture1:00:15 Final Takeaways --- [ 2. LINKS ] --- https://www.linkedin.com/in/karamartinsnyder/https://www.linkedin.com/in/siddhartha-saxena --- [ 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-10-youtubeSpotify ~ https://go.servicedesignshow.com/inside-service-design-10-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-10-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-10-snipd

It’s the one thing they didn't teach in design school...We spend years learning how to understand what drives our users, map out complex journeys, and deliver useful service prototypes. But when it comes time to sit down with business stakeholders, compliance teams, or yes even legal departments? That’s when the friction sets in.For this episode, we're joined by Belén Tello, who has a very interesting take on how we can overcome this struggle. As the Head of Design for the largest bank in Peru, Belén leads a massive team of over 150 designers. As you might imagine, because they operate in the highly regulated financial sector, they are constantly in negotiations with the rest of the business.Over the years, Belen has experienced firsthand that even the most talented design professionals often freeze up when talking to their business partners. To our own demise, we often retreat to our comfort zones, simply handing over the work and letting the business decide whether it's "good or not". Deep down, we sometimes feel like the business folks just know more than we do (not the case!).To fix this confidence gap, Belén started doing something quite radical, at least for design teams.Before a big stakeholder meeting, she runs "role play" sessions with her team. Yes, almost like lawyers preparing for a mock trial! They sit down and strategize. What do you want to say here? Who are your strongest stakeholders? Do you need me to step in and ask a specific question so you can explain your rationale?Add to that that she's been helping her team learn to speak the "common language" of the bank. And that language? It's numbers and data, obviously.As you'll hear Belén argues that we already do the hard work of gathering qualitative and quantitative insights, but we frequently fail to actually bring that data to the table in a convincing way.When you stop arguing based on subjective perception and start negotiating with facts, everything changes. You move away from being seen as just an "add-on" to the process and finally become a true strategic partner.So if you've ever felt that imposter syndrome kick in during a big meeting, this episode is pretty much a masterclass in building your confidence and growing your influence.As you listen to the episode, I’d love for you to reflect on your own work. How often are you actively translating your insights into a language the business understands? And what would help you to do that more often?Enjoy the conversation and keep making a positive impact!Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 24805:00 Banking in Peru: Education over digital tools 09:00 The danger of designing only for the capital city 17:30 Negotiating with Legal and Compliance 21:00 Using data to find a common business language 23:00 Why designers struggle to speak up in business 27:00 Prepping for stakeholders like a mock trial 28:45 Finding internal sponsors who understand design 33:30 Quantifying design's impact on the business 36:15 Redesigning 200+ physical branches 41:00 Moving from transactional to relational models 45:30 Connecting with rural users 51:15 Using design's systemic view as an unfair advantage 55:30 Why listening is a designer's true superpower 58:00 Positioning design strategically 1:00:30 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/belen-tello-91028731/ --- [ 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/248-youtubeSpotify ~ https://go.servicedesignshow.com/248-spotifyApple ~ https://go.servicedesignshow.com/248-appleSnipd ~ https://go.servicedesignshow.com/248-snipd

Are we being left behind...Let's think about this for a moment.Architects have AutoCAD. Finance folks have Excel. Sales teams have Salesforce. The list goes on.But what do we as service design professionals have? If we're a bit cynical, you could say that often it’s a wall of sticky notes (that the cleaners throw away at night).This brings up a deep and often unspoken insecurity in our field. Could it be that our work is seen as "fluffy" or "invisible" because we lack the "hard" tools that other departments have? That is the provocative question Maxe van Heeswijk brought to the Circle community recently. She challenged us to think about whether having "our own software" would help us claim our territory and be taken more seriously by stakeholders.But to which extent can a tool be the answer to our problems?Will Sharples joined the conversation with a different take. He argues that stakeholders don't actually care about our process or our "proper" service design tools, they just want their problems solved.So in this episode of Inside Service Design, we explore this tension between wanting to be "seen" as experts and the messy reality of getting work done in-house.This conversation is packed with spicy topics like:Whether having a dedicated tool makes you more legitimate, or does it just create new silos? Why our most important work is often the hardest to measure (and get budget for).A brutal method for stripping away busy work to focus on the assets that actually tell a story.And why you are "always selling" the value of service design, even years after you’ve been hired.So, if you’ve ever felt like you’re doing important work... that nobody sees, this episode is for you.What do you feel is the service design tool at the moment? Do we even have one?Let me know, I’m really curious to hear your take!Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to December Round Up01:00 Meet the Guests 04:00 From Physical Engineering to Digital Services 06:30 From Philosophy & Advertising to SD 10:15 Balancing Financial Goals vs. Trust 15:15 Securing Long-Term Funding 18:00 Why Patience is a Superpower 21:45 Thought Experiment26:30 Do We Need Professional Software?35:00 Is Design Too Democratized 44:15 Relationship Building is Slow Farming51:00 Pragmatism vs. The Design Bibles52:45 The Hidden Skill55:45 Navigating Company Politics59:30 Wrap-Up --- [ 2. LINKS ] --- https://www.linkedin.com/in/maxevanheeswijk/https://www.linkedin.com/in/will-sharples-85a40580/ --- [ 3. CIRCLE ] --- If you're an in-house service design professional and want to learn from the stories of your peers, take a look at the Circle, it might just be the thing you're looking for.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-09-youtubeSpotify ~ https://go.servicedesignshow.com/inside-service-design-09-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-09-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-09-snipd

If you look at the current job market, you might notice something strange... The words "service design" seem to be slowly disappearing from job titles. Does that mean our field is shrinking, or worse, becoming obsolete? Well, according to our guest, Giulia Di Gregorio, that's definitely not the case. If anything, the opposite is true. Giulia argues that while the titles might be vanishing, the practice is actually spreading. Service design is everywhere now; it's just hiding under different names. But this "diversification" creates a new challenge. If everyone has a different job title, where do you find your professional peers? Where's that safe space where you can get together to commiserate, find inspiration, and learn from each other? That's what Giulia and a few folks were thinking as well. But instead of just thinking about it they rolled up their sleeves and decided to revive Service Design Drinks Milan. This didn't become just another meetup; it became a "pirate version" of a community. And it’s been a pretty successful one.In this conversation, we explore what it looks like to run a community that's driven by volunteers, has no hierarchy, and is governed by the energy people actually have to give. We also talk about building "synergies" with other communities instead of acting like isolated islands. And we dig into why the best way to scale might be through small, independent nodes across the world rather than one big centralized network. So if you’ve been feeling a bit "homeless" in your service design role lately, this is a great conversation about reclaiming your identity and connecting with your tribe. What stuck with me is the idea that when a project starts feeling like "work," you might be heading in the wrong direction and should reconsider your options. Something to think about both in our professional context as well as in our passion projects. Enjoy the conversation and keep making a positive impact!~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 24707:30 Flat Hierarchies & Freedom09:30 Global Nodes vs. Centralized Networks13:30 The Toolkit Takeover17:45 Managing by Time23:15 Pirates vs. The Navy27:30 The Cost of Being Brave31:45 The Un-conferenced Model36:30 Turning Points: From Branding to COVID43:00 Learning Effortless Leadership48:00 How to Start Your Own Pirate Node55:30 Question to ponder on --- [ 2. LINKS ] --- https://www.linkedin.com/in/giulialogodigregorio/https://www.linkedin.com/company/service-design-drinks-milanhttps://creativemornings.com/cities/mil --- [ 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/247-youtubeSpotify ~ https://go.servicedesignshow.com/247-spotifyApple ~ https://go.servicedesignshow.com/247-appleSnipd ~ https://go.servicedesignshow.com/247-snipd

A few months ago I finally hit a major milestone...After years of putting it off, I finally started taking golf lessons.Jasper, my coach (or "pro" as they say in the golf world), has been helping me develop a proper swing. But being me, I just can't help but look at Jasper through a service design lens.What is he actually selling me? Or better yet: what am I actually buying?Right now, I pay by the hour. That buys me Jasper’s time and a bit of grass to practice on. But what if I didn’t pay for the service, which is just time well saved, but rather for the outcome?What if Jasper promised to take me from someone who barely knows how to hold a club to being a confident, competent golfer? Because in the end, that’s truly the identity shift I’m actually looking for.Just think about how much that proposition would change the dynamics, not just for me, but for Jasper’s entire business model. When that offer is on the table, why would I ever settle for a coach selling me "practice time" (a commodity) when I could invest in the transformation I actually desire?This shift toward "transformations" as an economic offering isn't new.It was already described in the industry defining book The Experience Economy back in 1999.We’ve been lucky enough to have Joe Pine, the book’s co-author, on the Show twice before. Now, he’s back.It’s been 27 years since he published the book that influenced so many of us, and he has just published the long-awaited follow-up titled, you guessed it, The Transformation Economy.In this episode, we sit down to chat about what this shift means for us as service design professionals and what it means for the future of business. I’m fairly certain this is the very first podcast where Joe discusses the new book, so we’ve got a true exclusive on our hands.So will this be the next chapter for our field? Listen to the episode to find out!As you listen to the conversation, I’d love for you to think about your own projects. Are you designing for "time well spent," or are you ready to guide your customers through a real identity shift?Enjoy the conversation and keep making a positive impact!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 24604:45 Why the book is still relevant06:15 Progression of Economic Value11:00 Defining economic offerings13:00 Birth of the Transformation Economy17:30 Experience vs. Transformation20:30 Focusing on the "Aspirant"22:00 Time Saved vs. Time Well Spent25:00 Experience design examples27:00 Novelty and social bonding31:15 Investment for time32:30 Turning experiences into change34:30 Service vs. Experience design37:30 Moving to transformations38:30 The power of intentionality40:45 Using reflection to add value43:30 Changing your identity44:45 Goal: Human flourishing47:30 What it means to flourish49:30 Satisfaction vs. improvement50:45 The drive for better51:30 Designing for transformation54:00 Transformative learning56:30 The Golf Coach story01:00:15 The new book release01:01:00 Key takeaway from Joe Pine01:02:45 Final thoughts --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/joepine/Website - https://strategichorizons.comBuy the book now --- [ 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/246-youtubeSpotify ~ https://go.servicedesignshow.com/246-spotifyApple ~ https://go.servicedesignshow.com/246-appleSnipd ~ https://go.servicedesignshow.com/246-snipd

Imagine a world where you can simply look at your journey model and ask it why... Why, for example, is our customer churn spiking this quarter? How close are we to that reality?I invited my good friend ​Jochem van der Veer​, CEO of TheyDo, back onto the show to find out. It’s become a bit of a tradition to start the year with Jochem, looking back at our past predictions and setting the stage for what’s next in the world of Journey Management.Not so long ago, "Journey Management" was really just an emerging term. Fast forward to today, and I think it's fair to say that the conversation has shifted entirely. We're seeing organizations big and small adopt this practice as a framework that drives real business decisions. In last year's episode, Jochem predicted that by now we’d be able to ask our journeys "Why?" and get instant (and meaningful) answers. In this conversation, we discuss how the technology has arrived and why "Journey Anarchy" is the new hurdle we have to clear.Next, we play a round of "Objection Bingo" where we address the most common roadblocks we hear every day that stand in the way of wider adoption of journey management. From "we don't have the data" to the classic "It’s too expensive". And of course, Jochem shares some practical strategies to help you overcome these roadblocks when you encounter them.Finally, Jochem makes some spicy predictions for 2026. Like the emergence of a completely new role in the CX space. So, if you want to stay one step ahead and hear where our field is heading, this is the conversation for you.I would love to know: how do you feel about the state of journey management heading into 2026? A) Mostly "meh" B) Excited! C) Something else...Leave a comment (if you're on Spotify).Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 24505:30 Revisiting 2025 Predictions10:00 The One Question Most Marketers Forget to Ask12:45 Role of Human Judgment vs. AI Clues14:30 4-Step Journey Framework for 202617:00 Why Journey Mapping is "Dead"21:15 #1 Reason Companies Fail at Implementation24:45 The "Journey Anarchy" Crisis28:00 improving decision making31:00 How Siloed Teams Kill Revenue38:30:00 Another Objection: "It's Too Expensive"42:30 Objection Bingo: Flipping the Script on Stakeholder Pushback46:15 Wildcard: AI Agents vs. Simple Chatbowildcard: AI48:45 Credit Card/Budget Reality Check53:00 Predictions for 202654:15 Shift from Efficiency Cuts to Innovation Growth57:00 Why "Operationalizing Empathy" is the New Competitive Edge58:00 Other Challenges to Watch for in 202659:30 Near Real-Time Journey Monitoring1:03:00 The 10 Million Dollar Problem1:05:00 Connect with Jochem --- [ 2. LINKS ] --- https://www.linkedin.com/in/jochemvanderveerThe Experience Edge Podcast - https://open.spotify.com/show/4M2BsaT4jC5Oz54eyek0SZhttps://www.theydo.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/245-youtubeSpotify ~ https://go.servicedesignshow.com/245-spotifyApple ~ https://go.servicedesignshow.com/245-appleSnipd ~ https://go.servicedesignshow.com/245-snipd

Sorry, but I have to say it...We are optimizing our way to boredom.Measure everything, test every variation, and optimize the customer journey until it’s "perfect". That seems to be the mantra of modern business today.But in this first episode of 2026, our guest ​Kendra Shimmell​ throws a big wrench in this machinery.Kendra argues that while things like A/B testing validate what works right now, they often come at a steep cost. Because if we rely solely on reacting to quantitative data to make small, incremental improvements, we eventually, you guessed it, optimize our way to mediocrity and boredom.We lose the soul in our services.Kendra shares a painful example of this phenomenon in action: social media algorithms. You click on a cool backpack once, and the system thinks it has you figured out. Suddenly, your entire feed is just backpacks. A lot of backpacks.The algorithm is "optimized," sure. But it has stripped away all the serendipity, turning a place of discovery into a repetitive, boring experience. As Kendra put it, just because you can keep a user clicking doesn't mean you aren't exhausting them. So, the question is: Why do organizations default to this? Why are we so focused on squeezing out efficiency rather than exploring new avenues?When I asked Kendra, her answer was blunt: "Greed, Fear, and Confusion." Ouch.The greed to squeeze out the last 1% of revenue. The fear that if they try something new, they won't find product-market fit again. And the confusion that comes from ignoring the fact that humans are wildly irrational beings driven by feelings, not spreadsheets.This conversation is a wake-up call to stop treating our customers like subjects in a scientific experiment and start treating them as people to co-create with.And if your organization isn't ready to hear that? Well, Kendra has some advice on how to be a little "sneaky" to get the work done anyway!The conversation ends with a question that pairs perfectly with a long walk, somewhere where you can let a little serendipity back into your day: "When, where, and how is it most important to be human?".Happy New Year and keep making a positive impact!Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 24404:30 Why We Need Co-Creation Over Experimentation08:30 The Twitch Lesson 14:30 Why Excessive Optimization Leads to "Beige"16:03 Social Media & the Algorithm23:45 Backpack Rabbit Hole25:30 3 Forces of Stagnation32:30 Funding Analogous Thinking35:00 Creating Space for Change38:30 The Compliance Pilot Strategy44:15 MVW (Minimum Viable Working Model)45:45 Permission vs. Action48:45 Moments of irrationality: taxes vs buying52:45 Doing Things Better vs. Doing Better Things56:15 Living Inside the Algorithm58:15 Why We Must Learn to be Bored Again1:01:45 The Role of the "Human in the Loop" in the Age of AI1:04:15 Case Study: Designing for Distance1:06:15 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/kendrashimmell/ --- [ 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/244-youtubeSpotify ~ https://go.servicedesignshow.com/244-spotifyApple ~ https://go.servicedesignshow.com/244-appleSnipd ~ https://go.servicedesignshow.com/244-snipd

We need to talk about the "intern" sitting on your desktop...Come on, you know the one. Sure, they are fast, very eager to please, and can process data at lightning speeds. But they also have a bad habit of hallucinating facts and making things up just to make you happy.Of course, I’m talking about AI.It is fair to say that we are past the initial "wow" phase of generative AI. Now, for us service design professionals, the real question is: How do we actually hire, train, and trust this new digital colleague?That is the focus of this episode of our Inside Service Design series.We sit down for a chat with two brilliant professionals: Jessica Dugan and Judith Buhmann.They share a grounded, hype-free look at how they are integrating AI into their own existing workflows. Not as a replacement for our work, but as a "Junior Associate" who needs some (sometimes a lot) management.To make this real, Jess walks us through the framework she uses for building her own custom AI agents. She explains how to define their "persona," scope their tasks, and curate their knowledge base so they can actually be useful (and safe).And Judith shares a critical perspective on why we can’t fully trust AI yet. We explore why we need to treat AI as an "unreliable narrator" especially when working with vulnerable groups.So if you are feeling a bit somewhat by the pressure to "use AI" but aren't sure how to do it responsibly, this conversation has some key insights you don't want to miss.Here's a question: If you had to give your current AI tools a "performance" review, what rating would you give them? A) Employee of the month B) Promising intern (needs supervision) C) Chaos agent (fires random info at me). Let me know, I’m really curious where we are all at!Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to the November Round Up04:00 Jess's journey into service desig09:45 Judith's challenge12:30 Designing for the employee experience and internal systems14:00 The "Pros" of in-house service design15:30 The necessity of patience and deep knowledge for in-house success18:30 Judith topic19:00 Jess topic: Building (and trusting) your own AI agent23:00 Why we cannot fully trust any AI27:00 Scoping the AI agent's role and understanding user need29:00 Designing the "Human" side: Setting personality and tone for your agent33:45 Accessibility: Is it actually hard to build your own agent?35:30 Human-in-the-loop: Regulation and ensuring data accuracy40:00 Why transparency matters more than just "trust" 47:00 Getting organizational buy-in for AI tools54:45 Markers of success: How service blueprints live on after the workshop56:30 Closing thoughts and Question to Ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/judithbuhmann/https://www.linkedin.com/in/jess-dugan/ --- [ 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-08-youtubeSpotify ~ https://go.servicedesignshow.com/inside-service-design-08-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-08-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-08-snipd

Sure, design might be going through a tough period...But as the saying goes, "never waste a good crisis."So this moment of uncertainty, where everyone is wondering if (or rather when) AI will take over their job, might actually be our biggest opportunity to rise up.It is a unique chance to reclaim our core focus of designing services that genuinely improve people's lives, rather than just extracting value to maximize shareholder returns.Of course to discuss an existential topic like this we had to find someone who's been around the block for some time. And boy did we find someone!For this episode we sit down with the legendary Dan Saffer to chat about what we can learn from the last two decades of design evolution.We try to wrap our heads around what caused the erosion of strategic design from its heyday, which, frankly, wasn't even that long ago.We look into how we somehow got identified with the outputs, like running workshops or creating interfaces in Figma, rather than the outcomes. And more importantly, what we can do to prevent that from happening again, whether that’s with journey management or crafting smart prompts.And finally we also tackle the big question of why design isn't having a greater influence on the current wave of AI, and how we can change that.So bring your cassette player for this one, because we're going back in time for some nostalgia and a healthy dose of hope.Enjoy the conversation and keep making a positive impact!~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 24303:00 Why Design Has Failed the Enterprise07:15 Defining a 'Well-Designed Service'11:00 4 Stages of Design Maturity13:45 The Critical Challenge of Design at Scale16:30 Debunking the Myth being Design as a 'Luxury'19:30 Is Service Design an Attitude or a Practice?20:45 Impact of Cloud & Mobile on Design Challenges23:15 Designing for the 'Cloud Age' 29:00 Service Design vs. Interaction Design31:45 Focus on the System, Not Just the Artifact35:00 The Challenge of Hiring True System-Level Designers37:30 Moving Design from Extractive to Generative44:45 Only Way to Win Is to Not Play the Game48:15 Driving Organizational Change Through Design Culture52:45 Why Designers Burn Out56:45 How to Measure the Impact of Generative Design1:00:00 Why AI is a People Problem1:03:15 What Makes a Great Design Leader?1:06:15 The Essential Mindset Shift for Modern Design Leadership1:09:15 The Great Opportunity of AI in Service Design1:13:45 Final Takeaway1:14:15 Question to Ponder --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/dansaffer/Blue Sky - https://blueskydirectory.com/profiles/odannyboy.bsky.socialMedium - https://medium.com/ui-for-ai/welcome-to-ui-for-ai-eb22aef8d26c --- [ 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/243-youtubeSpotify ~ https://go.servicedesignshow.com/243-spotifyApple ~ https://go.servicedesignshow.com/243-appleSnipd ~ https://go.servicedesignshow.com/243-snipd

Here is a hot take, empathy is becoming "theater"...I mean, it's that feeling you get when you receive a "hyper-personalized" yet clearly automated email saying "We are so deeply sorry to see you go".To me, it just feels insincere. Actually, it even feels manipulative. Instead of a genuine connection, it’s a performance designed to "manage" me, not help me.As every business out there is in a race to automate and integrate AI, the actual human connection is often the first thing to get outsourced.And when we try to paste humanity back onto technology, we often end up in a digital uncanny valley.So, how do we push back? How do we remain "stubbornly human" when the systems around us only care about efficiency?That is the battle we explore in the latest episode of our Inside Service Design series.In this conversation, I sit down with two service design professionals from very different worlds: ​Jeff​, who works in the highly digital fintech space, and ​Emilie​, an Innovation Partner at a faith-based nonprofit.Despite their different contexts, they share some great insights on keeping the "human" in human-centered design.Jeff breaks down the concept of Empathy Theater and challenges us to spot when a friendly tone in a digital interface crosses the line into manipulation. And Emilie walks us through a future scenario where VR headsets are the default for education, forcing us to ask: how do we design for belonging when we are physically apart?So, if you are tired of seeing the human element get optimized out of existence, this conversation will give you some strong arguments you need to stand your ground.Quick question: Have you received an email recently that felt like "Empathy Theater"? If yes, send me a quick reply with "Guilty" (bonus points if you can share the example)!I'm trying to get a sense of how widespread this is becoming.Enjoy the conversation and keep making a positive impact.Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to October Round Up05:00 Emilie's Service Design Journey07:30 Jeff from Interior Design to FinTech12:30 Jeff's Biggest In-House Design Challenge15:00 Challenges in Non-Profit Design18:00 Emilie's True Measure of Success20:00 How Jeff Measures Success in Long-Term Projects25:00 Emilie's topic: Education in 203829:00 Jeff's topic: Keep Things 'Stubbornly Human' 33:45 The Circle Reacts to Insincere Digital Tone36:45 How Emilie's group responded39:00 Emilie's Hopeful Reflection on the Future of Design40:00 The Practical Tweak Jeff Made43:00 Emilie's #1 Hard-Won Career Lesson45:30 Jeff's Hard-Won Lesson in Service Design46:30 When Jeff Stopped Focusing on Deliverables51:00 Why Beautiful Artifacts Don't Impress Executives53:00 How to Stop the Treadmill54:30 Emilie's Question to the Audience55:30 Jeff Answers the Question He Wants to Ask57:30 Emilie Answers Her Own Deep Question59:00 Final words of wisdom --- [ 2. LINKS ] --- https://www.linkedin.com/in/emilie-moravechttps://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-07-youtubeSpotify ~ https://go.servicedesignshow.com/inside-service-design-07-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-07-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-07-snipd