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Service Design Show

Service Design Show

Author: Service Design Show

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Go beyond the basics of service design and learn what it truly takes to deliver services that make a positive impact on people, business and planet.
216 Episodes
We must have him on the Show... That's what crossed my mind when I came across Jaryn Miller's recent LinkedIn post. Jaryn is the service design manager at Headspace Health. You might know Headspace from their popular meditation and mindfulness app, but these days they do a lot more. So I reached out to Jaryn with an invitation, and luckily, he said accepted. Our conversation took us on a profound personal journey. It became clear that Jaryn is on a mission—a mission to foster inclusivity and equity within the healthcare system in the USA, leveraging the power of design to do so. A critical challenge we face as a community is that, often unconsciously, we are still designing for "the majority." This approach has harsh consequences, as individuals who fall outside the average user profile feel unrecognized in the system or, worse, experience harm. It’s our responsibility to change this. Yet, advocating for change is not enough. We must put in the effort and summon the courage to resist the path of least resistance. If this seems daunting, I totally get it, but rest assured. In this episode, Jaryn shares practical steps you can integrate into your daily design practice to promote inclusivity. While our conversation primarily focuses on the US healthcare system, the insights shared hold relevance for any environment where inequalities persist. This is a must-watch episode for those seeking to deepen their awareness of the (unintended) consequences of the services we design. I'll admit that discussing important yet weighty topics such as racism and systemic harm is not always easy. I'm grateful to Jaryn for guiding us through this dialogue. Enjoy the episode and continue making a positive impact. - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 176 05:00 Who is Jaryn 07:00 Lightning round 09:45 What do we need to know 11:15 Jaryn's story 15:30 How did we get here 17:30 Manifestation of disparities 19:45 The role of design 22:00 Being the other 25:00 The north star 27:15 Small things you can do 30:00 Biggest objection 33:00 Importance of leadership 34:30 What success looks like 37:00 Think of the inverse 40:00 Personal journey 43:45 The vision 47:00 Building community 48:30 Closing thoughts --- [ 2. LINKS ] --- * --- [ 3. CIRCLE ] --- The service design team you wish you had around you each and every day. --- Send in a voice message:
How can you enhance your collaboration skills? One of the charms of service design is that you always need to involve people from many different disciplines to achieve meaningful outcomes. And as the challenges that you're working on become increasingly complex, effective collaboration becomes more crucial than ever. However, not all forms of collaboration are created equal... Understanding the differences between them can make the distinction between a smooth journey with great results and a road filled with difficulties and frustration. You may have come across terms like interdisciplinarity, multidisciplinarity, or even transdisciplinarity within the context of service design. These concepts represent different ways of working together, and chances are you are already engaged in one of them, whether consciously or not. To shed light on these concepts, I had the opportunity to learn from Elrica Degirmen, our guest in this week's episode. Elrica explains the significant differences between these terms, and in our discussion, we strive to clarify them in simple terms. Because when you understand the strengths and weaknesses of each approach enables you to become a more effective collaborator, equipped with the knowledge to navigate various situations. So, are you curious about the benefits of working in a multidisciplinary team? Wondering when a transdisciplinary approach is most appropriate? Interested in transitioning from an interdisciplinary to a multidisciplinary way of working? It might feel a bit like we're geeking out on service design terminology but I guess sometimes that's totally fine and even helpful :) Enjoy! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome 03:30 Why this topic 04:30 Three definitions 08:00 Why does it matter 09:30 Picking the right one 13:00 Moving into transdisciplinarity 16:00 Putting it into practice 18:30 The roadblocks 21:30 First step 25:45 Finding the time 28:30 Beyond service design 35:30 New insights 37:15 Lesson learned 39:15 Closing thoughts --- [ 2. LINKS ] --- Original research paper (PDF): --- [ 3. CIRCLE ] --- Connect with and learn from fellow service designers across the globe. Join our growing community! ⁠ --- Send in a voice message:
Is design facing a leadership crisis? If you’re nodding in agreement, you’re not alone. As service design professionals, we know the power of our craft to create meaningful change. Yet, we often struggle to find the support necessary that allows us to have a long-lasting impact. And when those around us in leadership roles fail to advocate for the value of design, progress stagnates, and burnout becomes all too common. But here’s the good news. You can lead the change today, regardless of your job title or position. So, how do you start leading in an authentic way that aligns with your values and the realities of business? Our latest guest, Sarah Clearwater, interviewed design leaders to find out. She shares her insights in this week's episode with us. If you want to grow the impact design has on your organization and are tired of waiting for others to pick up the torch, tune in to this conversation! Yes, taking on a leadership role can be daunting. But what’s the alternative… Keep pushing for positive change! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 175 05:15 Who is Sarah 06:45 Lightning Round 09:00 What is Design Leadership 10:15 What is the status quo 14:15 Practice vs functional leadership 17:45 How did we get here 21:00 Being context-aware 25:00 The lightbulb moment 26:30 Reflection is a key practice 31:15 Limiting biases 33:00 How does leadership manifest 35:30 When the interplay breaks down 36:30 Maturing beyond the craft 40:15 Go where the energy is 43:00 Setting boundaries 46:30 Growing in increments 47:15 Understanding our position 49:15 The quality of our stories 53:30 You have the potential to lead 56:00 The absence of leadership 58:30 Direction rather than a destination 59:30 Why not start today --- [ 2. LINKS ] --- --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. --- Send in a voice message:
What does it take to unlock the full potential of service design? That was the burning question in my recent conversation with Jung-Joo (JJ) Lee. As you know, service design's true value goes beyond delivering specific artifacts or running workshops. However, the prevalent narrative around service design in recent years suggests that it is a codified process with specific outcomes that can be applied to almost any situation. While this storyline might make it easier to initially "sell" service design, it doesn't consider the systemic value being created, the need to contextualize service design to fit diverse cultures, and the time it takes to deliver meaningful outcomes. When we stick to this one-dimensional narrative, we end up doing service design on a surface level, wondering why the underlying issues we're trying to address remain unimpacted. The longer we maintain this approach, the greater the risk of service design being dismissed as another short-lived fad: "We've tried it. It doesn't work." As service design professionals, it's up to us to change this narrative. And that's precisely what this episode is all about. JJ, who has witnessed firsthand how people adopt the "textbook" version of service design, shares practical tips on holding yourself and your clients to higher standards. Join us as we delve into ways to contextualize service design for diverse cultures, move beyond a process-oriented approach, and focus on creating intangible value. It might not be easy or pain-free in the beginning, but in the end, everyone wins. Although we explore cultural differences between countries and continents, the lessons we discuss in this episode apply to all companies and organizations, regardless of location. Let's keep making a positive impact together! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 175 05:45 Who is JJ 08:30 Lightning Round 12:15 The plurality of service design 19:15 Understanding of SD in Asia 23:15 Story from South Korea 26:00 What was missing 29:15 Role of design maturity 35:00 What does this mean for us 39:15 The end of the double diamond 42:00 Evolving our practice 47:30 Have more courage 51:30 Closing thoughts --- [ 2. LINKS ] --- To Have or To Be? (book) - --- [ 3. CIRCLE ] --- Explore our community for in-house service design professionals. --- Send in a voice message:
As service designers, we often face the challenge of sustaining momentum for change after the initial excitement of a project. It's easy to get caught up in the research and ideation phase, but true success only comes from making a tangible impact on our customers. If you've ever struggled with getting your insights to stick, you're not alone. Recently, Lisa Salamone hosted a session in our Circle alliance where members shared their experiences on sustaining momentum. We discussed practical tips on how to increase the chances that people follow through on your work. By applying these tips and strategies, we can ensure service design doesn't become mere "corporate entertainment" and makes a real difference. So I invited Lisa for a chat on the Show to share the key takeaways from that session with you. One thing that stuck with me from this conversation was the importance of how you start a project. Going slow to go fast is crucial. Enjoy the episode, and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome 03:00 Who is Lisa 04:15 What's in store 05:30 How do you recognize this 08:00 What can you gain 09:15 The challenge 12:30 How did we get here 14:30 Is it our job 17:00 Setting up for success 19:45 Understanding the problem space 23:00 What is the Circle 25:00 Finding advocates 32:15 The beginners mind 34:30 Reusing existing knowledge 37:30 Lesson learned 40:30 Closing thoughts --- [ 2. LINKS ] --- --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. --- Send in a voice message:
Have you ever thought about... what a sustainable service looks like? Nowadays, we have a pretty good idea of what sustainability means for products, but I would argue not so much for services. The language around sustainability resides very much in our material world. We talk about carbon emissions, reducing waste, and moving towards circularity. But services aren't made up of atoms. Our design "materials" are things like time, experiences, relationships, processes, etc. So this brings us back to the question of how do you design services that serve our planet just as much as they serve our organizations and customers? In this episode, Anna van der Togt, Lead Sustainability at Livework, shares how they approach this topic. Join us to explore what sustainable insurance might look like and how it would change the relationship between service providers and their customers. We also discuss how to get your clients to open up about investing in sustainable services. Because most of them won't be able to articulate right now that they need or want this. As you'll hear, there are still many unanswered questions, which makes exploring this topic so interesting. :) Here's a question to get your mind going: As a service design professional, you also deliver a service to your clients. How can you rethink your own practice to make it more sustainable? Enjoy the conversation, and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 173 05:30 Who is Anna 07:15 Lightning round 11:15 Where are we today 16:15 Is there waste in services 20:15 Which levers do we have 23:45 Suppliers and customers 27:00 What's missing 29:15 How did we get here 32:15 Design materials of services 34:30 Reactions of clients 39:30 Sustainable service examples 43:15 How could the conversation change 44:45 The role of service design 46:45 What is holding us back 49:15 Looking down, up and wide 52:30 Impact on our practice 54:45 Questions to think about 56:15 Closing thoughts --- [ 2. LINKS ] --- The Value of a Whale (book) - --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. --- Send in a voice message:
How do you scale service design from 10 to 100 inside an organization? That’s what you’ll hear in this conversation with Doug Powell. But first, let me tell you a personal story. My car was leaking oil. It started with small drips but got worse over time. The idea of having to take the entire engine apart wasn’t something I was looking forward to. So we tried to “solve” the issue by tightening nuts, double-checking every seal, and adding fresh oil. As you might have guessed, the problem of course didn’t go away. The car still drove, but my driveway was getting messier by the day, and the fact that I knew that I wouldn’t want to take it for a long drive didn’t sit well with me. So after putting up with the band-aid solutions for a while, it was time to do the unavoidable and take the engine apart. It was messy, it wasn’t cheap, but it had to be done. The good news is that I’m still driving that car today. Similarly, many organizations have “leaking engines” in the form of career frameworks that have grown organically over time and don’t account for the role of service design. And before you say that those are just documents HR likes to look at, let’s not underestimate how important these career frameworks are. They determine salaries, promotions, and responsibilities. So while it’s tempting to keep improvising and avoid the hassle of updating career frameworks, this approach only works for so long. Eventually, you’ll need clarity and structure to scale your team and attract new talent. That’s where Doug comes in. In our conversation, he shares lessons from standardizing and formalizing design roles, responsibilities, and titles at IBM and Expedia. You’ll also hear about HR's role in this process and how you can turn this seemingly unsexy task into a design challenge that excites everyone. Regardless of whether you’re a small or a big team, the insights Doug shares will help you be one step ahead when trying to scale service design… rather than having to fix things when they eventually break down. For me, this conversation was a good reminder that the success of service design within an organization isn’t so much about knowing how to get the most out of our tools and methods. Instead, it’s about making it part of the organizational operating system. Enjoy the conversation and keep making a positive impact :) - Marc P.S. If you’re open to sharing (parts of) your career framework, I’d love to collaborate and grow the maturity of our practice. Just reach out to me! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 172 06:00 Rapid fire question round 10:00 Topic of today 12:00 The backstory 19:00 What is a career framework 24:00 Where can we improve 26:30 Partnering with HR 31:00 It's up to us 33:30 Designer career playbook 39:30 Connecting to existing systems 44:30 Things that need fixing 48:15 Being the outsiders 50:15 From 10 to 100 51:30 Sharing knowledge 55:30 Lessons learned 58:15 The opportunity 59:30 How might we 1:01:15 Closing thoughts --- [ 2. LINKS ] --- * * Notes on an Execution (book) - * Design Career Frameworks: The Messy Plumbing of Scaled Design Programs (article) - --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. --- Send in a voice message:
I almost can't believe it... Colleagues for the entire org are lining up and asking for service design. That's what Niamh Parsley said when I asked her about the biggest change that happened in the last two years.  Niamh is the Senior Design Manager at the world's #1 music streaming service, Spotify. When Niamh joined Spotify, only she and one colleague were waving the service design flag. But today, over 50 design professionals across every area of the company are spreading the practice. How did they do it without hiring an army of service designers? In this episode, Niamh shares how they grew service design inside Spotify, the challenges they faced, and their goals for the upcoming years. You'll learn about the critical role of the internal community, the breakthrough caused by the career framework, and surprising tactics that made service design famous. If you're on a similar journey to grow demand for service design within your organization, you'll definitely want to hear Niamh's insights! I'm grateful to Niamh for sharing her story with us so openly and providing a peek behind the curtains of a high-profile company that impacts our daily lives. Enjoy the conversation and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 171 04:30 Who is Niamh 05:30 Lightning round 07:15 Niamh's journey 12:15 The article 15:30 How is SD organized 18:30 Internal guild 24:30 Career framework 30:15 Challenges 36:00 Impact on staffing 37:30 Biggest win 42:00 What's next 46:15 One piece of advice 47:30 Closing thoughts --- [ 2. LINKS ] --- Mismatch: How Inclusion Shapes Design (book) - --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Learn how to get buy-in for service design from your clients, stakeholders and co-workers. --- Send in a voice message:
I'm sure you know them. Services that made you smile, made you feel special, made you feel... human. Unlike the bland and ordinary services that quickly fade from our memory, they are the services that we remember and look forward to. The secret behind these exceptional services is the emotional connection they create with their users. But creating this emotional connection isn't easy. Luckily, there's a proven "tool" that can help you do it - rituals. Think for a moment about the rituals in your life, whether it's your morning coffee or your weekly dinner club. These moments are important to us, big or small. And our lives are filled with these moments. So, why not design our services with these moments in mind? But how... In today's episode, we're joined by Ted Matthews, a researcher, and expert in rituals as a tool for service design. Ted believes that rituals offer us the opportunity to design memorable services that make a lasting impact on the lives of our users. In this episode, we explore the power of rituals and how you can leverage them in your design process to create unforgettable experiences. Whether you're a seasoned service designer or just starting out, seeing the power of rituals is something that you can't unsee. So, let's embrace it as a community and keep making a positive impact. Thanks for your time, and enjoy the conversation :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 170 06:00 Who is Ted 08:00 Lightning round 13:00 Rituals as a design material 17:30 Habits, routines, and habits 22:00 Rituals in the context of services 28:00 Crafting experiences 34:30 Designing for the collective 39:00 Extraordinary ordinary experiences 42:30 How much is too much 46:00 Ethical questions 49:30 Is it different 51:30 Most common questions 54:00 Recommended resources 56:00 Closing thoughts --- [ 2. LINKS ] --- Ted's PhD (in=depth and difficult) - Chapter 9 of this book (easier overview but reductive) - Rituals for Work (book) - Rituals for Virtual Meetings (book) - Ritual design tool kit - On consumption rituals - --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Learn how to get buy-in for service design from your clients, stakeholders and co-workers. --- Send in a voice message:
Okay, take a guess... Which services are probably the most challenging to design? I argue that it's the services that your users don't explicitly ask for. Wait, what?! Who designs services that their users don't ask for? Well, your government does. A lot. Think of public services like collecting taxes, keeping your street clean, and providing quality education, and helping to alleviate poverty. These are often the "forgotten" services that are so important in order to maintain the wellbeing of our cities and countries. It’s one thing to make sure these services are available, but a completely different challenge to improve the experiences of these forgotten services.  Our guest, Sally Halls, has taken on this challenge and is using service design to bridge the gap between citizens and policy-makers.  In this episode, we'll explore how to design services that people haven’t explicitly asked for, how to bring the public's voice into policy-making, and the impact service design professionals can have on the public sector. Sally also shares her experience with service design and how it can be used to benefit the public sector. The insights from this episode can be used in any sector. If you're dealing with abstract or high-level goals in your work, then you'll surely pick up a few nuggets of wisdom from this conversation. Enjoy! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 169 06:00 Who is Sally 07:00 60 second rapid fire 09:30 Three types of services 14:30 Preventative service misconceptions 18:30 Specific challenges 23:00 Taking the first step 25:30 How to find fulfillment 28:00 Evidencing services 30:45 What are arms length services 35:00 Is this still our work 37:45 What is the most difficult 40:15 Mistakes and pitfalls 44:30 What do you wish you had known 46:30 Recommended resources 47:15 Closing thoughts --- [ 2. LINKS ] --- --- [ 3. BOOKS ] --- Hello World by Hannah Fry - How to Make Sense of Any Mess by Abby Covert - Why We Get the Wrong Politicians by Isabel Hardman - Good Strategy Bad Strategy by Richard P. Rumelt - --- [ 4. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Learn how to get buy-in for service design from your clients, stakeholders and co-workers! --- Send in a voice message:
What is the secret... How do you get non-designers to appreciate the value of service design? It’s also a question that keeps coming back over and over again. And I get it. Clients hold budgets, internal stakeholders have decision-making power, and you need your colleagues to pull projects off. If you don't get these people on board with your work, you risk paying a high price. However, when you know how to play the game well, you increase your chance of doing more meaningful and fulfilling work. Fortunately, selling service design to those around you isn’t some form of dark magic. It's simply a skill that can be learned and mastered. There are repeatable processes, proven frameworks, and dozens of practical tools to help you. Helping you get up to speed with all these tools, frameworks, and processes is what the Selling Service Design with Confidence program does. Recently, a group of service design professionals completed the program, and I invited them to share their key takeaways with you on the Show. In this episode, you’ll hear how it helped them to: Position service design in a tech-led environment. Get clients to invest in user research. Find clients when you’re just starting out. Establish your role inside a multinational. And much more... This is a great episode for anyone who wants better, more productive conversations with non-designers, whether that’s your clients, stakeholders, or colleagues. It not only makes your work more enjoyable but also helps you to become a more mature professional. Enjoy, and as always, keep making a positive impact. - Marc --- 1. GUIDE --- 00:00 Welcome to the episode 03:30 The graduates 04:30 Caroline (agency) 12:00 Halyna (agency) 21:00 Sapna (freelancer) 29:00 Andy (agency) 39:15 Yulia (founder) 47:00 Daniel (in-house) 55:00 Closing thoughts --- 2. Selling Service Design with Confidence --- For more information and instructions on how to apply head over to: --- Send in a voice message:
Journey Mapping is, without a doubt, one of the most important tools we use. We spend a lot of time and effort to create the most impactful maps we can.  It’s all part of the job: * Dozens of workshops * Hours doing user research * And weeks of sensemaking. The perfect journey map. Success! But what comes after the map?  Unfortunately, in most cases, it’s used... and then stowed away.  The map becomes single-use artifacts, forgotten. Used once, then too difficult to keep updated for when a new design challenge comes along. But it doesn’t have to be that way. And this brings us to our guest for this week's episode: Florian Vollmer. I dare to say that Florian has cracked the code when it comes to managing journeys on a large scale. How large? His team works with 100+ journey maps and 500+ innovation opportunities globally. I couldn’t imagine it was possible when I first heard that. But today, Florian not only brings our stowed-away journeys back to life but integrates them with a hundred more. Effectively breaking down silos and fueling collaboration. Avoiding rework and overcoming internal resistance. No easy task. Florian needed to find the connection – something that tech, business, CX, and every other department would embrace. In this episode, you'll hear how Florian transitioned from journeys as (very useful) single-use artifacts to being the backbone of ongoing CX innovation. We’ll learn about: - How you can build a repository of journeys even when you don’t get the explicit task to do so. - What the key criteria are for selecting the right journey management tool? - And how you need to tweak the service design process when you want to reach 100% journey coverage. No matter where you are in your service design journey (no pun intended), this conversation has the potential to take it to the next level! I really enjoyed the pragmatism in Florian's stories. Sometimes you need to let go of common practices and just do whatever it takes. Enjoy the conversation. - Marc --- [ 1. GUIDE ] -— 00:00 Welcome to episode 168 03:45 Who is Florian 06:45 Lightning round 09:45 Operating at scale 13:15 What do you manage 14:30 Who is the team 16:00 How did it start 21:00 Finding broader adoption 26:00 Where do you find the time 28:15 What is the brief 31:15 Beyond service designers 34:00 Importance of tools 40:15 Crossing the tipping point 42:45 Simplifying complexity 46:45 Lessons learned 49:00 Taking more time 50:45 Meets sustainability 52:15 Big questions 55:15 Closing thoughts --- [ 2. LINKS ] --- * * Thinking in Systems (book) - * DMI article - (pdf - page 254) --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Get your clients, colleagues, managers and CEOs as excited about service design as you are. --- Send in a voice message:
Journey mapping is reaching its limits. Sure, journey maps and mapping work fine at a small project or team level.  But it quickly breaks down when you want to organize around the journey, at a bigger company scale. In order to do this, you need something that goes beyond mapping. But before we dig into what that is, let's look at why journey mapping breaks down: Everyone has their way of doing it; there is no standard. It's hard to get an overview across multiple journeys. Identifying and prioritizing opportunities is a challenge. Tracking progress and impact isn't part of the process. Adoption slows down as most tools aren't made for business users. And many other things... Now, this might sound strange, but I think these are good challenges to have. The fact that these challenges are becoming more pressing is a sign. A sign that the demand for a journey-centric way of working is growing inside companies. Something that we've been hoping and advocating for all these years. So what is the next step... How do you take your journey mapping game to the next level? Well, that's what Jochem van der Veer and I explore in this week's episode. As you'll hear, Jochem has a unique close-up view of how companies use journeys inside their business.  Want to help your company organize around the journey, beyond a single project or team? This conversation will get you heading in the right direction. What I found interesting is that we're seeing the contours of a new business approach and philosophy emerging. Makes me excited! Enjoy the conversation and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 167 04:45 Who is Jochem 06:00 Lightning round 08:30 Partnership with TheyDo 12:00 What is Journey Management 13:30 Mapping vs. management 17:15 Journey management stack 19:30 What is the problem 21:00 Product or service-centric 26:15 Maturity levels 32:00 Role of TheyDo 36:15 Governance 38:15 What is the right time 43:00 Journey Management Index 47:45 Closing thoughts --- [ 2. LINKS ] --- --- [ 3. JOURNEY MANAGEMENT INDEX ] --- Assess your journey excellence maturity level. Find opportunities for growth. Benchmark yourself against your colleagues and competitors. --- Send in a voice message:
Imagine that you'd get the opportunity to join an intimate dinner party.  A dinner where you're accompanied by some of the brightest people in our field. And where you'd get the chance to explore a thought-provoking topic. Would you enjoy the evening? That question was going through my mind when I was thinking about how the Circle community should feel. Now, almost two years after the first "dinner party" at the Circle, it's time to take score. So I sat down with two members of the Circle for a fun and open-hearted conversation. In this episode, you'll hear: How spontaneous conversations help you to become a better professional. What the value is of exploring the unknown-unknown together. Why Slack channels don't work, and how this community is different. What the future has in store for the Circle. I hope that this episode will inspire you to join, grow or maybe even start your own professional community. Because we all should eat more often together :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to the Show 02:30 Who is Jeannie Fung 03:00 Who is Veronica Vela 05:30 The Circle in 3 words 07:00 What didn't you expect 09:45 How has it evolved 12:30 Most surprising topic 16:45 What do we agree on 19:30 Value of the Circle 23:00 What makes it different 26:30 Debates and disagreements 31:30 Small wins 34:45 What would you have missed 38:00 The Circle in 5 years --- [ 2. LINKS ] --- --- [ 3. CIRCLE ] --- Join our alliance of and for in-house service design professionals. --- Send in a voice message:
I have a family with two small kids who are quickly growing up. The challenge many parents, including me, encountered was... how do we keep our home somewhat clean and tidy. My initial and naive strategy was to pick up everything left behind. But this strategy breaks down pretty quickly, as you can imagine. So then I tried to distribute the responsibility to everyone in the family. If everyone does their part, it should be a minor task, right? But of course, it didn't take long before I realized everyone had very different interpretations of what "clean and tidy" meant. At this point, it dawned on me that the only way to solve this challenge once and for all was by putting a clear plan in place that everyone would commit to.  Yes, I needed a "house-cleaning governance model" just with a better name of course :) And this brings us nicely to the topic of this week's episode: CX governance. Many CX initiatives start in small pockets of the organizations. This works well in the beginning, as it allows for speed and quick iteration. But at some point, you will have many CX initiatives going on at the same time. And most likely, by then, because of the lack of alignment and coordination, you're wasting a lot of time and resources. The solution is to put a CX governance model in place. But that's easier said than done... So in this episode, you'll hear the chat I had with Kirsikka Vaajakallio, where we explored questions like: What is the right time to implement a CX governance model? What are the key components of a CX governance model? What makes a CX governance model effective? And what is the role of a service design professional? All in all, a very interesting conversation about a highly underrated topic in our field from my perspective.  I know CX governance is probably not the first thing you think of when you wake up in the morning. But after this episode, you'll hopefully see how useful it is to have a common set of rules when you're playing the CX game. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 166 05:00 Who is Kirsikka 06:15 Lightning round 08:30 What is governance 12:00 How did it start 16:15 When do you need this 19:45 Taking the leap 22:15 Building interest 29:30 Making it tangible 33:00 What needs to be included 35:30 Who owns the initiative 38:15 Long-term success 41:45 Selling the story 46:30 The key question 50:00 Can you start small 52:30 Asking the right questions 55:00 Closing thoughts --- [ 2. LINKS ] --- --- [ 3. CIRCLE ] --- Join our alliance of and for in-house service design professionals. --- Send in a voice message:
This can transform your business strategy... That's what I thought during my recent conversation with Indi Young. Indi recently published a book titled Time to Listen. Here's my summary of the book. It teaches you how to design services that are less harmful, more accessible, and in the end, better for business through the "simple" act of listening. Basically, transforming open and honest conversations with your customers into one of your most valuable assets. But if it's that easy, why isn't everyone doing it? Well, Indi argues that we first need to become better listeners. So what does that mean, and what is the path to get there? Can anyone do it, or is it a natural-born talent? You'll get all the answers in this episode. By the way, if you fear business stakeholders will disregard qualitative research through listening as subjective and anecdotal, you're in for a surprise! Enjoy the conversation. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 165 05:45 Who is Indi 07:00 Lightning round 11:15 Origin of the title 17:15 It's time for listening 20:30 Who is the book for 26:00 What do we need to do 29:45 A concrete example 33:30 The magic of listening 40:00 Why do patterns matter 43:45 Will our patterns differ 50:45 Natural language processing 54:30 Common mistakes 58:45 A shift in vocabulary 1:02:15 Book giveaway contest 1:03:45 Closing thoughts --- [ 2. LINKS ] --- Braiding Sweetgrass (book) - Mismatch (book) - Just enough research (book) - --- [ 3. CONTEST ] --- To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode. --- [ 4. CIRCLE ] --- Join our alliance of in-house service design professionals. --- Send in a voice message:
Let's build a *system* of journey maps! Hold on there... do you know what you're getting yourself into? Journey maps are great. They help you align people, processes, and resources around your customers' needs. This leads to a more efficient organization, happier employees, and less frustrated customers. But as you might have experienced, journey maps also tend to spiral out of control pretty quickly. You start with a simple map that is adequate to get the job done. Then you slowly but surely start adding more data to the map. Your map, which was once a marvel of simplicity, now all of a sudden looks more like the manual of a nuclear power plant. So the time has come to break your giant journey map into smaller, more manageable pieces. It's time to move from a single journey map to a system of journey maps. The moment this thought goes through your mind, you've opened pandora's box. Many new questions arise... * Which parts of the system do you need to standardize? * Who will have the responsibility for keeping the smaller maps updated? * What is the right tool for the job? The last thing you want is to invest a lot of time and money in setting up a tool, structure, and process that, in the end, no one ends up using. Not good for the company and not great for your career either. In our Circle community for in-house service design professionals, many members are currently in the midst of this transition. That's why we decided to address this topic in a recent session and share the most important do's and don'ts with each other. In this episode, you're going to the highlights from that session and learn what it takes to go from a single journey map to a system of maps. It's clear to me that journey map, mapping, management, and ops is gearing up for the next evolution wave. So expect more content on these topics in the months ahead. --- [ 1. GUIDE ] --- 00:00 Welcome to the Show 03:15 Who is Romina 04:30 How did we get here 06:45 Journeys are stories 11:00 What is the system 14:30 Google Maps analogy 16:45 Circle announcement 18:00 The ideal system of maps 22:30 Where does it break down 24:45 How do you prioritize 27:00 From small to medium 28:30 Shared incentives 31:00 How important is the tool 34:30 Ownership 40:00 Bottom-up vs. top down 43:45 What is our role 47:00 Common pitfalls 51:30 Biggest question 53:00 Key takeaway 55:00 Closing thoughts --- [ 2. LINKS ] --- --- [ 3. CIRCLE ] --- If you'd like to be part of these conversations as they happen rather than just getting the summary on the podcast, consider joining us in the Circle. --- Send in a voice message:
You need to fail... Yes, I said it.  Because failure is the fastest way to success when you're innovating. But it's surprisingly hard to fail. And this is a major problem. Why, you ask? Well, in our service design practice, failure is part of prototyping. You have an idea, you create something, you try it in the real world, learn from what happened, and based on that, improve your solution to repeat this process. See what I did there? You try and learn, that's the key. Trying something, you actually hope that it's going to work out differently than you planned so that you can learn. But when things don't work out as planned, this is often perceived as... failure. And failure isn't what most organizations embrace or celebrate. The truth is that they fail at, well yeah, failing. There are many reasons for this, but maybe the biggest one is a lack of psychological safety. Here's the kicker... Scientific research has proven that the best-performing teams have the highest degree of psychological safety. So how do you grow the appetite for failure in a risk-averse organization that is focused on maintaining the status quo? We explore that question in this week's episode with Stephan Wiedner. Stephan has done a lot of research on this topic and seen many examples of what works and what doesn't. So if you're interested in building a "fail-safe" environment in your organization, then you don't want to miss out on this conversation. One thing that surprised me in this episode was that you can objectively measure the levels of psychological safety. Of course, this is a great tool to show you and your CEO if you're heading in the right direction. Enjoy the conversation, and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 164 05:30 Who is Stephan 08:30 lightning round 12:45 What is psychological safety 14:30 Why does it matter 15:15 Where is the lack coming from 21:30 The internal voices 23:30 A fail-safe environment 27:00 Strategy and tactics 31:30 Barriers to adoption 34:15 Awareness within organizations 38:00 Top-level management 42:30 What are you committed to 44:30 Measuring psychological safety 50:00 Myths and misconceptions 53:30 The results don't lie 56:45 What's next 58:30 Closing thoughts --- [ 2. LINKS ] --- The Fearless Organization (book) - The Culture Code (book) - The Whisper on the Night Wind (book) - Psychological Safety assessment - --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. --- Send in a voice message:
When you asked me to play the piano, I can assure you that nothing close to music would come out. Would we, at that point, say that the piano is broken? That would be silly, right? Somehow, this is the typical approach when organizations bring in design. When design doesn't fully deliver on the expected outcomes, it's the process that is declared faulty.  Mauro Porcini is the Chief Design Officer at PepsiCo. In his career, he has seen many design-driven initiatives fail, and some succeed. This led him on the quest to find out what the differentiator is between the two. Can you guess the answer? This shouldn't surprise you by now; it's people. So if that's the case, what kind of people does it take to make design work? Well, Mauro decided to write a dedicated book about this with the inspiring title: The Human Side of Innovation. The book just got published, and I invited Mauro on the Show to share the key insights with you. This is a good one! We explored many ideas in this conversation, but one thing that stood out for me was kindness as a competitive advantage. And you know what? It makes complete business sense! Enjoy the episode, and if you do consider sharing it, someone who might as well :) --- [ 1. GUIDE ] --- 00:00 Welcome to episode 163 03:30 Who is Mauro 05:00 Lightning round 08:15 How did it start 12:30 The key message 14:30 Why now 19:00 Focus on people 22:15 What to look for 25:45 Reception by business 30:30 Unicorns 33:30 True human centricity 40:00 How to make it bigger 43:00 Design happiness 47:00 Contest announcement 48:15 Final thoughts --- [ 2. LINKS ] --- * * The Human Side of Innovation (book) - * In Your Shoes (podcast) - * Stage Not Age (book) - --- [ 3. CONTEST ] --- To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode. --- [ 4. CIRCLE ] --- Join our private community for in-house service design professionals. --- Send in a voice message:
I'm sure you've heard this before... "You can't design for everyone." That's a fundamental principle in a good design process. In the end, design is all about making choices. And one of these choices is defining who you are designing for. But here's an interesting question: Can you design with a specific user in mind without excluding others?  This sounds a lot like a paradox, right? So why bother trying to solve it? Because if we don't, we are creating inequality and harm.  This isn't exclusive to but especially relevant when working with public services. You can't just always design for the "average" user or the one with the most money. So what can you do? Well, Lesley Ann Noel has made it her mission to help us design better futures for everyone. She has done many experiments in her role as a university professor to overcome this seeming paradox. And her findings are... pretty surprising, to say the least. She shares her story in this week's episode. After this conversation, it really resonated with me that it's okay and even beneficial to bring your whole self into the design process. Yes, including all of your biases! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 162 03:15 Who is Lesley 04:45 Lightning round 08:00 Designing better futures 09:45 Who are we designing for 12:15 What does better look like 16:45 Background story 22:45 The unknown unknown 27:30 Impact on the craft 30:45 Who is open to this 34:00 Most common question 37:15 Bring your identity 41:00 The mindful designer 45:00 What makes you happy 48:30 Lesson learned 49:45 Closing thoughts --- [ 2. LINKS ] --- * * The Activist Academic (book) - --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. --- Send in a voice message:
Comments (3)


hi. how can one with hearing impairment use your podcast? is there any text available?

Jun 4th


I'm going to be studying service design for my masters soon and this series is really helping me out!!! I've been into graphic design and illustration so far and just starting out in service design. Very informative podcasts!! Thank you :)

May 4th

malvika kasliwal

nice episode

May 3rd
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