Service Design Show

"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.

Most service designers will say that their goal is to design solutions that have a natural fit in people's lives. Because those are the solutions that will be embraced by the users and thus make the impact we're seeking to create. One challenge you probably already have faced is that as a service designer you always come in as an outsider. Usually at the start of a project you know very little about the local context, culture or environment. Even if you're designing something which is close by like a service for the internal department next door. So designing a solution that fits is not easy. Of course doing good design research helps. But that's not enough. You need something else to make sure your solution fits into the context. In this episode Priyam Sharda shares what that is. I invite you to listen to the stories Priyam shares and think about how the lessons translate to your world. Think you'll be surprised how many parallels you'll be able to find. --- [ GUIDE ] -— 00:00 Welcome to episode 113 02:10 Who is Priyam 03:10 60 second rapid fire 05:30 Designing better health care 09:00 Partnerships are the secret 15:00 Challenging the narrative 18:00 The response to design 20:30 Enabling the enablers 26:00 Scaling services 33:15 Be part of the transformation 36:30 Just do what works 43:15 Redefining results 47:00 Get in touch with Priyam 47:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/priyamsharda/ * https://scopeimpact.fi/ * https://www.theoryofchange.org/what-is-theory-of-change/ --- [ 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

Okay, here’s a thought experiment. Let’s move away for a moment from thinking about designing the next service that’s delivered through a fancy mobile app… What if you had to design service that literally help to save children's lives? And you have to do it in a low tech environment with very limited resources. While at the same time managing traditional stakeholders with their own perspective on the desired solution. Sounds impossible? Well that’s what Gonzalo Rodion and Phearak Mak are up against every day. In this episode you’ll learn how they do it. How they successfully design solutions that are embraced by the end users in this challenging context. I know that at first this might sound like a very distant world from your reality. Especially if you’re in a corporate environment. But trust me at the end of the episode you’ll be surprised by just how many similarities there are. If anything the stories Gonzalo and Phearak share helped me to get out of the design bubble we sometimes tend to get caught in. --- [ GUIDE ] -— 00:00 Welcome to episode 112 02:00 Who are Gonzalo & Phearak 04:00 What is IDE 05:45 60 seconds question rapid fire 08:30 The Innovation Lab 11:00 The challenges around social innovation 14:30 Designing social behaviour change 27:00 Obvious solutions 29:15 Finding the real problem 40:20 Making a meaningful impact 43:15 The lessons learned 46:00 Showing the value 49:20 Get in touch with Gonzalo & Phearak 50:50 Final thoughts --- [ LINKS ] --- * https://www.instagram.com/ideinnovationlab/ * https://www.facebook.com/ideinnovationlab * http://linkedin.com/company/ideinnovationlab * https://www.linkedin.com/in/gonzalo-rodino/ * https://www.linkedin.com/in/phearak-maksay-7a073b87/ --- [ 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

Embedding design in an organisation isn't easy. Especially if that organisation is quite traditional, heavily regulated and not very open to change. But the guest in this episode still found a way to do that. The secret to success? Take people by the hand and gently guide them through the process in small steps. This might sound obvious but we tend to forget that the things that come natural to us feel very distant to others. But giving too much guidance means that people won't take ownership of the process. Give too little guidance and you'll lose people along the way. In this episode we're going to explore how you can find that perfect balance. After listening you will be better equipped to facilitate the transition to a more designerly way of working. Even when your organisation is traditional, heavily regulated or not open to change. --- [ GUIDE ] -— 00:00 Welcome to episode 111 02:10 Who is Angela 03:00 60 second rapid fire 05:40 The need for better services 12:25 This is holding us back 19:10 Helping people cross the chasm 32:10 Give guidance 37:40 Training your design muscle 45:00 Biggest advice 48:00 Get in touch with Angela 49:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/angelaobias/ * https://www.twitter.com/yellowicepick * https://www.facebook.com/uxresearchfilipina/ --- [ 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

I'm deeply fascinated with the topic of organisational design. Why? I've often said that the organisation is the design material of service designers. Our job really is about shaping the environment from which great services can be delivered. The guest in this weeks episode (Peter Merholz) even wrote an entire book about it titled: Org Design for Design Orgs. Now I know what you're thinking... "The people around me haven't even grasped the concept of service design. And now you want me to start telling them about organisational design? Give me a break!" I totally get it. But there's a very simple reason why it's designers who need to and are driving this. I'll give you a clue. The answer lies in the shift that happens when you move from value creation through products to value creation through services. I promise that after watching the episode it will make complete sense why you need to be thinking about organisational design as well. And how that makes your work easier, not harder! At the end of the episode we're doing a contest where you can win a signed copy of Peter's book. So make sure you don't miss that! --- [ GUIDE ] -— 00:00 Welcome to episode 110 02:30 Who is Peter 03:30 60 second rapid fire 06:20 When did the journey start 11:50 How Adaptive Path started 16:00 Going in-house to Groupon 21:00 Making the design happen 27:30 The role of design leadership 33:30 Why designer needs to drive this change 36:00 Every business is a service business 40:40 Revisiting org design for design orgs 46:00 The wave of Customer Experience 48:15 Don't be a service design purist 50:15 Book give away contest 51:00 Get in touch with Peter 52:00 Final thoughts --- [ LINKS ] --- * https://www.peterme.com/ * https://www.petermerholz.com/ * https://twitter.com/peterme * https://www.linkedin.com/in/petermerholz/ --- [ BOOKS ] --- Org Design for Design Orgs * https://amzn.to/3igFB67 Information Anxiety * https://amzn.to/3kT5kD8 The Design of Everyday Thing * https://amzn.to/2Gr5Zg3 --- [ 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

The challenges in-house service designers face are quite unique. In this episode you'll hear the stories from Karri, Jacquelyn and Rachel. All of them work in-house and are championing this field within their organisations. What also connects Karri, Jacquelyn and Rachel is that the participated in the campfire sessions that took place in the summer of 2020. The campfire is a safe place where in-house service designers can listen, share and connect with fellow practitioners. Next to talking about the challenges they face Karri, Jacquelyn and Rachel will also give you some practical advice on how to be more successful as an in-house service designer. I feel that you'll learn a lot from the stories in this episode. Even if you're not working in-house (yet). If you're inspired by this episode inspires and think about joining the next campfire group head over to... https://servicedesignshow.com/campfire

What is ultimate goal of service design? One could say that it's about making a positive impact on people, business and the planet. If this is the case then you'll need to make sure that the solutions you design actually get into the world. Design isn't just a research practice. It's a practice where creation and delivery is equally important. But often the challenges you face as a service designer are too big to be solved through design alone. You need a team! So what kind of team exactly is the most effective one at succesfully "shipping" services? Well, that's what this episode of the Show is about where I'm joined by Lauren Serota. In her last role as the head of service design at a major bank in Myanmar Lauren worked on developing and delivering microfinances services. We talk about Laurens experience forming a team that was able to succesfully pull this off and the lessons she took away from that. I feel that if you're facing challenges which are too big to be solved through design alone... You'll definitely find the stories Lauren helpful! --- [ GUIDE ] -— 00:00 Welcome to episode 109 02:20 Who is Lauren 03:00 60 second rapid fire 05:50 How your choices influence the world 07:25 Designing the breakdown points 09:20 The risks for design 13:00 Dealing with the God complex 14:40 The role of customer experience 18:30 Designing banking for the majority 21:35 Involving the organisation 25:00 The most convicing argument 26:15 Overcoming the biggest hurdle 28:50 Running organisations on spreadsheets 29:50 Creating artifacts that inspire change 33:20 What made it work 36:20 Clarity around the objective 37:50 What value are you adding 38:50 Evaluating success 41:10 Who are the best designers 43:20 The moral of the story 45:00 Recommended resources 45:45 Get in touch with Lauren 46:15 Final thoughts --- [ LINKS ] --- * twitter.com/serota * linkedin.com/in/serota/ * goodreads.com/book/show/39863330-broken-stars * www.instagram.com/serota/ --- [ 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 (and more) is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn how to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

Your work as a service designer is not just about successfully finishing a single project. The goal is to contribute to long lasting change and influence the way of thinking within organisations. Ben Reason makes the argument in this episode that "service design makes things more humane". If this is the case it's far too important to be driven you all the time. So there is a lot at stake to change organisations through your work. Otherwise an organisation will quickly revert to their old ways of working once you're going. But as you've probably experienced, creating long lasting change is not an easy task by any means. On your journey you have to deal with a lot of organisational legacy which is fighting against this new approach called service design. What this means is that as a modern service designer you need to be playing chess on 3 boards at the same time! Just focussing on successfully delivering a project isn't enough anymore. In this episode you're going to learn from Ben Reason what these 3 chess boards of service design are. --- [ GUIDE ] -— 00:00 Welcome to episode 108 02:35 Who is Ben Reason 02:55 60 second rapid fire 05:15 How do you bring service design into organisations 09:05 Making things more humane 10:30 Tackling scary challenges 11:55 What is keeping us back 14:15 A rollercoaster ride 19:50 The real challenge in service design 22:25 The legacy of design 25:25 When things don't work out 27:55 Know what you're getting into 29:40 You need a mix of 3 things 32:40 Training clients on the job 36:20 Changes in service design 40:20 What if enterprise software was more like service design 41:10 The qualities of service design 42:10 Sustainability and service design 44:40 Get in touch with Ben 45:55 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/breasy/ * https://twitter.com/breasy * https://www.liveworkstudio.com/ * https://www.liveworkstudio.com/articles/designing-in-the-anthropocene/ * Braiding Sweetgrass (book) - https://amzn.to/3jzX1vm --- [ 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

When it comes to putting a price tag on service design many people struggle. It can be hard to articulate the value that you create through your work. Therefor many service designers just avoid the topic in general. What if you would treat the pricing of service design as a design challenge in itself where the goal is to come up with a solution where all parties benefit? The conversation about value, price and money becomes much less uncomfortable! In this episode. Dan Mall explains how you can do that through an approached called value based pricing. The things you're going to learn in this episode will not only help you to charge more for your work while at the same time delivering more value for your clients. --- [ GUIDE ] -— 00:00 Welcome to episode 107 01:40 Who is Dan 03:20 60 second rapid fire 05:40 Why talking about value matters 08:30 Feeling valued 09:30 The stigma around business 11:00 Object value pricing 13:15 The basis of value pricing 15:00 Creating alignment around a goal 18:10 What is important to you 19:10 The dangerous separation between business and design 21:00 Challenger sales 24:10 Setting a benchmark 27:00 Prototyping with numbers 29:45 Giving guarantees 31:40 Pricing experiments 35:20 When do you start charging 38:00 Do this in every sales conversation 40:45 Look for win-wins 42:30 Recommended resources 43:30 Get in touch with Dan 43:55 Final thoughts --- [ LINKS ] --- * http://danmall.me/ * https://twitter.com/danmall * https://www.linkedin.com/in/danmall/ * https://superfriendlydesign.systems/ * https://www.relay.fm/presentable/59 * https://jonathanstark.com/ --- [ BOOKS ] --- * https://abookapart.com/products/pricing-design * https://www.winwithoutpitching.com/pricing-creativity/ * Implementing Value Pricing - https://amzn.to/3amGurq * The Challenger Sale - https://amzn.to/2Dy35W4 * Shark Tales - https://amzn.to/2XRkLmd --- [ 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 a customer you've probably already experienced that most services don't fail because of bad intentions. Often services fail because they run on top of systems that don't support a different outcome. The classics "The computer says..." statement is just one of the many example. This isn't just a major frustration for us as ordinary customers but also for us as professionals trying to make things better. Let me ask you a question: How often have you been in a project where you had the mandate and budget to address these deeper systemic issues To my experience this almost never happens. So we keep working on projects with a limited scope that only have a chance of delivering a temporary fix at best. If you really want to address the bigger challenges in our organisations (and society) you have to shift your thinking from programs and projects to a more systemic mindset. You need to work on changing the underlaying and supporting structures. Which is by no means is an easy thing to do. Someone who has been pioneering this field for the last decade is Penny Hagen. In this weeks episode Penny shares the lessons she learned around: How to budget for systemic change? How to measure progress? And how to keep people motivated when they don't see tangible change right away? I feel that this episode is especially valuable if your work currently has narrow scope and you feel like you're not getting the opportunity to address the root causes of challenges. After listening the conversation with Penny you'll definitely have some ideas about how you can start making impact on a more fundamental level through your work. --- [ GUIDE ] -— 00:00 Welcome to episode 106 02:45 Who is Penny 04:20 60 second question round 06:40 Adopting a more systemic and holistic view 12:50 Are we brave enough? 14:20 What we track is what we value 17:30 Helping people to see the value of our work 26:00 Showing results on different levels 30:45 We have to look inward for solutions 38:10 Don't keep it open 43:05 Did you make change 44:20 Nothing is out of scope 47:50 Scaling isn't about the what 50:20 Ways of working for complex challenges 52:50 Get in touch with Penny 53:35 Final thoughts --- [ LINKS ] --- * http://twitter.com/pennyhagen * https://twitter.com/codesignlab_akl * https://www.linkedin.com/in/pennyhagen/ --- [ 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