Service Design Show

Wondering how to pitch journey management to your team or if you should attend the biggest event in the space? TheyDo CEO Jochem van der Veer shares a brilliant flowchart to help you decide exactly who needs to be in the room.
In this final installment of our special Beyond The Map series, we explore unconventional advice on event attendance. Jochem breaks down the exact steps to figure out your next move and how to drive real change in your organization.📍In This EpisodeThe Unconventional Pitch: Why Jochem says you absolutely should not buy a ticket if you are in doubt.The Decision Flowchart: How to know if you should do discovery work alone or bring the ultimate problem owner.Series Wrap Up: A final look at our special series and what to expect on the ground in London.If you could invite one person from your organization to a journey management conference, who would it be? Drop a comment below and let us know. If you are coming to London, definitely reach out so we can shake hands at the event.
Enjoy and keep bringing people along.Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Introduction 04:15 Origins 07:15 Expectations 10:15 Venue 12:45 The Flowchart 16:30 Sponsor Balance 19:30 Surprises 23:45 Keynotes 24:45 Tickets --- [ 2. LINKS & RESOURCES ] --- Jochem's LinkedIn - https://www.linkedin.com/in/jochemvanderveer/Beyond The Map Conference - beyondthemap.comSpecial Discount: Use code SDS26 for 25% off your ticket. --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals.⁠https://servicedesignshow.com/circle ---[4. FIND THE SHOW ON] ---Youtube ~ https://go.servicedesignshow.com/btm26-jochem-youtubeSpotify ~ https://go.servicedesignshow.com/btm26-jochem-spotifyApple ~ https://go.servicedesignshow.com/btm26-jochem-appleSnipd ~ https://go.servicedesignshow.com/btm26-jochem-snipd

Listening is the ultimate communication cheat code, yet nobody ever trains for it. Join us as Karen Hentschel reveals her radical 15-minute listening practice and how to turn complex information into human connection.
Karen is the co-founder of Simply Onno, a service that translates complex medical documents into plain language so patients can actually take charge of their health. Before that, she spent years at Nokia, Fjord, and IDEO making dense information navigable. Today, we sit down to discuss what real, active listening looks like in the wild. We explore how to train this vital skill and how to maintain your professional identity when you are no longer the one shipping the shiny output.
Consider this episode your masterclass in the craft of listening.
🎧 In This EpisodeThe 15-Minute Practice: Karen reveals her intense voice message routine for building listening endurance.Plain Language: How Simply Onno translates confusing medical jargon into clear patient narratives.Listening as a Business Model: Why the ability to hear and process information is a concrete skill and not just a metaphor.Professional Identity: How to find value in your work when you aren't producing traditional deliverables.The Big Twist: A surprising revelation near the end of our conversation that you will not see coming.
Who could you listen to for 15 minutes straight without interrupting or preparing a reply? Let us know in the comments below or drop a review to share your thoughts! Make sure to subscribe so you never miss an episode.

Enjoy the conversation and keep making a positive impact! Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Listening Challenge01:15 Meet Karen04:30 Strong Opinions11:00 Design Spectrum15:45 Simply Ono20:15 Healthcare Design26:30 Authentic Feedback32:00 Real Listening36:15 Identity Conflicts42:15 Hardest Lesson49:00 Leadership Calls53:45 Mindful Decisions55:45 Closing Question --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/hentschelkarenSimply Onno - https://www.simply-onno.com/en/ --- [ 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/265-youtubeSpotify ~ https://go.servicedesignshow.com/265-spotifyApple ~ https://go.servicedesignshow.com/265-appleSnipd ~ https://go.servicedesignshow.com/265-snipd

Tired of polished case studies that ignore the messy reality of driving organizational change? In this episode, Cecilie Kobbelgaard shares the unfiltered truth about embedding journey management inside Grundfos over the last four years.
🎧 In This Episode:The reality behind "it sold itself" success stories.Why journey management is actually everything except journey mapping.How a simple cup of tea became the ultimate adoption tool.Real lessons from four years of trial and error at a 20,000 employee supertanker.Ready for more honest stories? Catch Cecilie's full talk at the upcoming Beyond the Map conference in London from November 9 to 11. Secure your spot today and come say hi to Marc in person!Enjoy the conversation and keep making wiser decisions!
Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Introduction02:15 Meet Cecilie05:00 Honest Truth07:15 Hitting Reality09:45 Grundfosifying13:00 Stop Pretending15:45 Key Takeaways19:15 Driving Excellence22:00 Outro --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/ceciliekobbelgaard/Beyond the Map Conference: beyondthemap.comGet 25% off your ticket with code: SDS26 --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals.⁠https://servicedesignshow.com/circle ---[4. FIND THE SHOW ON] ---Youtube ~ https://go.servicedesignshow.com/btm26-cecilie-youtubeSpotify ~ https://go.servicedesignshow.com/btm26-cecilie-spotifyApple ~ https://go.servicedesignshow.com/btm26-cecilie-appleSnipd ~ https://go.servicedesignshow.com/btm26-cecilie-snipd

Empathy is treated like the ultimate superpower in service design, yet well-meaning teams still build services that fail people in the real world. In this episode, service design researcher and educator Lara Salinas reveals what actually comes after empathy and how to get meaningful work done inside slow-moving organizations.Every job post, design brief, and conference talk puts empathy on a pedestal. We imagine a user's life for a brief moment, check the box, and go right back to our project timelines. As Lara shares from her own lived experience with type 1 diabetes, understanding someone's struggle means very little if the system you design still gives them a 15-minute lunch break when taking insulin takes 10.Currently working with Camden Council in London to make good design practice visible across UK local government, Lara knows firsthand how public and private systems get stuck. Together, we unpack why the obsession with efficiency only makes services cheaper instead of better. Instead of another flashy framework, Lara introduces a concept almost nobody has the courage to say out loud in a stakeholder meeting. If you want to bring your whole self to work, create genuine impact, and still hit your deadlines, this conversation is for you.🎧 In This EpisodeThe Empathy Trap: Why imagining a user's experience is no substitute for changing the rules and structures around them.What Comes After Empathy: The unexpected principle that turns good intentions into real-world action, even in rigid stakeholder meetings.The Efficiency Illusion: Why optimizing for speed and lower costs keeps making modern services worse for the people who rely on them.Navigating Slow Organizations: How Lara champions good service design practice inside UK local government without burning out.Picking Your Battles: How to recognize when to stop pushing against organizational walls and simply go around them.When was the last time a service went the extra mile for you? Not just someone saying "we understand," but actually doing the small, practical thing that made your day. Drop your story in the comments below!Enjoy the episode and keep making a positive impact!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Intro03:30 Welcome04:00 Efficiency05:45 Fine Arts07:45 Community Garden09:15 Gardening Mindset10:45 Rules12:15 Forgiveness14:30 Co-Design Leadership18:15 Coffee Analogy21:00 Social Prescribing22:45 Designer Burnout24:15 Compromises26:15 Optimism31:45 Beyond Empathy37:15 Impact Stories41:45 Scaling Out47:15 Reflection51:30 Happiness55:15 Final Question57:00 Closing Reflections --- [ 2. LINKS ] --- * LinkedIn - https://www.linkedin.com/in/dr-lara-salinas-frsa-0973a82a --- [ 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/264-youtubeSpotify ~ https://go.servicedesignshow.com/264-spotifyApple ~ https://go.servicedesignshow.com/264-appleSnipd ~ https://go.servicedesignshow.com/264-snipd

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