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I used to say that 50% of service design is about communication. Today I think the percentage might be even higher... Just think about all those moments where you need to collaborate with someone to get something done. Yes, that's like always. Sometimes what you need is the attention from your co-worker other times, it will be time or money from your CEO. Whatever the case is, when you fail to show the benefits your work has for the other person, you won't get very far as a service design professional. But as you know, communicating benefits is easier said than done. Let's take the common journey map, just as an example. Should you show the entire map with all its richness and potentially risk losing people in the complexity? Or should you just show a small part of it but risk that people will oversimplify things? This balancing act between what you tell, how you tell it, and when you tell it happens all the time. And it's one of those things that can make or break your day, project, and sometimes even career. As this is such an important topic, we decided to explore it in more depth in our recent Circle community session. We discussed ways that help you find that perfect balance in your story. And also things definitely you want to avoid when communicating the benefits of your work. In this episode, Heydn Ericson, who hosted the session, shares the most important guidelines that emerged in our session with you. You'll hear, that there are many small and practical things you can do to increase the chance that you'll land your message. It's empowering once you have the awareness. Enjoy the conversation and keep making a positive impact! --- [ EPISODE GUIDE ] -— 00:00 Welcome to the Show 03:00 Who is Heydn 03:45 Why this topic 09:30 Getting specific 11:15 Do we need this 13:15 Is it on us 15:30 Signs of success 18:30 Study their PowerPoint 22:45 Make it digestible 31:00 Little stories 36:30 How are you seen 39:15 Part of our identity 42:00 Advice for introverts 43:15 Quick recap 46:30 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle.
Every service design project starts with an initial conversation. From there, you build trust, confidence, and the relationship to do great work. But getting that first conversation started can often be one of the hardest things. Especially when you consider that many organizations still aren't aware that service design exists, let alone how they can benefit from it. Of course, you could sit back and wait for the moment when the organization is ready. But this approach will mean that while waiting, you'll miss out on many great opportunities to put your skills to good use. So is there an effective way you could proactively get your foot in the door and pitch service design to an organization that doesn't know it needs it? Yes, there is! And it's more than one... In this week's episode, Matthew Marino, founder of the Paris-based studio, shares the different approaches they have been experimenting with over the years. You'll learn about the use of concept projects, the trojan horse approach, and how to compound outcomes. All are great additions to your toolbox and will surely help you open more doors. The examples Matthew shared encourage me. In the end, you can turn everything into a design challenge, even pitching service design.  That makes it way more fun, and you already have the skills to solve this challenge successfully. Enjoy the conversation, and thanks for being part of this community. --- [ GUIDE ] -— 00:00 Welcome to episode 149 03:00 Who is Matthew 03:55 60 second rapid fire 06:35 Episode theme 08:20 Service design doesn't fit 10:35 Good entry points 14:05 Sustaining change 20:20 The fuzzy part of design 23:50 Connecting the dots 28:50 The concept car 39:50 Compounding projects 44:20 How to get invited 46:35 Learn the language 50:35 Evaluating projects 53:35 Wrapping up 55:05 Relevant resources 55:50 Closing thoughts --- [ LINKS ] --- Good Services (book): --- [ 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.
Patience has been described as a secret (and a must-have) skill of any service design professional. It's not hard to understand why. When you're doing service design, you are delivering change. This means that you will meet resistance and push back a lot of the time. You have to be very careful that you don't let this get to you. Because before you know it, you could start doubting if you're doing the right thing or get frustrated with the situation. Or even worse, it could take a severe toll on your health. When that happens, you couldn't be further away from the goal you were trying to achieve in the first place. So an important question here is: How can you see progress when things seemingly aren't moving forward or, even worse, look to move in the opposite direction of what you have in mind? In this episode, Burcu Arsoy takes us along her journey where she was able, through trial and error, to find an answer to this question. You'll hear strategies for keeping your spirit up and not quitting quit too soon. But also how to recognize the warning signs when the time has come to move on and find a different challenge. If you want to better prepare yourself for the rocky ride called service design, this is an episode you don't want to miss. This conversation contributes to a deeper understanding of the mental aspects required to deliver change successfully. A much-needed addition to all the books we have focused on practical tools and methods if you ask me. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 148 05:15 Who is Burcu 06:00 60 second rapid fire 09:00 What's in store 14:00 Misconceptions about design 17:45 Evolving expectations 20:30 Stepping into leadership 23:30 Keeping the spirit up 29:30 Signs of success 33:15 The value of reflection 36:00 Starting out in your career 37:30 The lasagne story 40:30 Challenging top management 42:30 Ask important questions 46:45 Where to draw the line 50:30 Lessons learned 53:00 Closing thoughts --- [ 2. LINKS ] --- The High House (book) - --- [ 3. THE PROGRAM ] --- Take your career to the next level and get to work on more fulfilling challenges. Learn how to communicate the benefits of service design to your clients, colleagues, and CEO. Apply for the Selling Service Design with Confidence program.
How do you get the most value out of your service prototypes? That was the key question we explored in our recent Circle community session. As it quickly turned out, there's an entire field with its own set of tools and frameworks that focus on prototyping. During the session, the participants shared their success stories and common roadblocks that prevented them from doing the right experiments. What emerged were five best practices for doing better, more effective service prototypes that everyone in the session could agree on. In this episode, you'll discover what these best practices are and how you can use them in your day-to-day work. What I found interesting is that many participants didn't only use prototyping as a way to reduce the risk of expensive failures. They also used it as a very effective strategy to generate buy-in for the eventual solution. Enjoy the conversation! --- [ EPISODE GUIDE ] --- 00:00 Welcome to the Show 03:30 Who is Irina 04:45 Who is Dan 05:30 How to build experiments 09:00 The goal of experimentation 11:15 What should you test 15:45 The common barriers 23:15 Organisational capacity 30:30 Empathize with stakeholders 35:30 Key uncertainty 43:45 The right time and people 46:30 Bonus best practice 47:45 Circle take-aways 51:00 Closing thoughts --- [ RESOURCES ] --- Understanding Organizational Capability: Touchpoint Vol 10 10 AUGUST 2018 - Daniel Gomez Seidel Why your company needs rapid experimentation, Growth Tribe:  Definition of Experiments and discussion of what how prototypes change depending on the position of the work: Touchpoint Journal, vol 11 number 2, October 2019, Mauricio Manhaes --- [ CIRCLE ] --- The Circle is a community for in-house service design leaders who want to grow as a professional. We host a community session on topics that go beyond the basics every month. If you'd like to be part of these conversations then I encourage you to join us.
What does it actually mean to be winning in service design? A question I think we don't ask ourselves often enough. Because when you put your entire heart and soul into delivering a great project but the results aren't adopted by the organization, can you say that it was a success? Most service design professionals I know genuinely want to make a tangible impact on the people and organizations they work with. This means that your work can't stop at the research or idea stage. If the recommendations aren't operationalized, that amazing journey map you've created isn't worth a lot. So how do you increase the likelihood that your work makes it into the real world? Well, in this episode, Markus Hohl, the global head of service design at JP Morgan, shares his approach. The conversation with Markus shows again that we often tend to overcomplicate things. The encouraging thing is that you should actually do less, not more, to be more impactful. Markus has found that by doubling down on just 3 simple things, he can get way more done inside the organization.  Once you see what they are, it all makes sense as it goes with these things. But it can take years before you gain this clarity. What I found really valuable is that Markus brings the agency and in-house perspective. As you'll hear, both have their advantages and drawbacks. As always, enjoy and keep making a positive impact :) --- [ 1. GUIDE ] -— 00:00 Welcome to episode 147 04:50 Who is Markus 05:20 60 second rapid fire 08:00 The journey 14:00 Roles and responsibilities 19:15 How do you know you're winning 23:45 It doesn't go anywhere 27:30 When service design works 30:00 Benefit of the doubt 35:00 Selling the work 41:00 The biggest hurdles 44:15 This gives confidence 47:00 The future of agencies 49:15 Closing thoughts --- [ 2. LINKS ] --- Sapiens: A Brief History of Humankind (book): --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- For more information and instructions on how to apply head over to:
Do you recognize this feeling... As a service design professional you're the last one who's invited to the party (often when it's almost over). === Selling Service Design with Confidence === For more information and instructions on how to apply head over to: ====================================== This isn't just bad for your morale but it also limits the value you can create. The holistic nature of service design requires you to be part of the "upstream" conversations. But that's easier said than done. Because how do you make sure that you get invited to the right conversations, with the right people at the right time? Unfortunately the service design textbooks don't teach you any of this stuff. You have to look in different places to find answers. Where? For instance in this episode of the Show. In this episode you'll hear 6 service design professionals share their best tips with you that have helped them to get a seat at the table. And also learn about the pitfalls you really should try to avoid. Unless you don't mind being the last one invited to the party of course. This is one of those conversations that you wish you had heard earlier :) Knowing how to get a seat at the table is skill that **every** service design professional should master. That's why in this episode you'll hear tips from someone who runs an agency, someone who's in-house, someone who's at a product focussed startup and others! [ 1. Episode Guide ] 00:00 Welcome 04:00 The professionals 05:00 Marloes (in-house) 12:45 Hanna (scale-up) 21:30 Poorva (agency) 29:45 Ben (start-up) 39:00 Sue (independent) 51:15 Jules (founder) 1:00:00 Closing thoughts [ 2. Selling Service Design with Confidence ] For more information and instructions on how to apply head over to:
What's one of the key ingredients of service design? It's the fact that we take a holistic view. A view which spans different channels and many touchpoints. Designing with this holistic perspective in mind is often challenging enough considering that most companies aren't organized in a way that supports it. But what if I told you that you can (and probably should) go even further. What if you take a perspective on the solutions you put into the world that doesn't just span a single service but spans... generations. Generations?! Yes, I'm talking about generations of customers, employees, citizens, children, etc. You can imagine that the first time Bisi Williams shared this idea with me I had many questions. How do you make such an audacious goal tangible? How do you get your clients to buy into this vision? Does it require a different design process? Bisi is the co-founder of the Massive Change Network and they have made it their mission to work on solutions for the biggest challenges we face today. The conversation with Bisi was super inspiring with many encouraging examples of what's possible. Especially considering what's going on in our world right now. I'm confident that through this episode you'll discover how thinking about the next 7 generations helps you to design better solutions today. This is one of those topics that you don't get exposed to often in your day to day. For me conversations like this are the most valuable ones as they expand my horizon of what's possible. --- [ GUIDE ] -— 0:00 Welcome to episode 146 05:30 Who is Bisi 10:00 60 second rapid fire 12:45 A platform for massive change 15:15 The journey 18:45 The current state 25:15 Leaving space for possibility 28:15 What's the biggest difference 32:45 Making it actionable 37:45 Learning to dream again 42:45 Be humble 46:45 Commercial interest 52:00 What does it take 55:45 Biggest lesson 57:45 Closing thoughts --- [ LINKS ] --- The Sun Also Rises (book) - --- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.
There's a really interesting new podcast on the block. It's called Designing the Robot Revolution. And the first episode is titled: Why Every Service Designers' Dream Should Be To Work In Manufacturing. Yeah, I know what you're thinking :) So obviously I had to get these fellow podcasters on the Service Design Show to hear more about their story. In this episode you'll hear Jacob Magnell and David Griffith-Jones share what inspired them to start a podcast about this somewhat surprising angle on service design. I would say that if you want to stretch your perspective on service design then make sure you tune into this conversation. And who knows maybe it will inspire you to start working in manufacturing after all ;) It's great how Jacob & David are exploring uncharted territory within our field. Stories like these really help us to build more and stronger bridges. Enjoy the conversation and keep making a positive impact. --- [ GUIDE ] -— 00:00 Welcome to episode 145 02:45 Who is Jacob 03:30 Who is David 04:00 60 second rapid fire 08:45 How did the podcast start 13:00 What is it all about 20:00 Service design in a industrial environment 24:30 Favorite topics 29:45 It's about the blind spots 33:00 Learnings from creating a podcast 36:45 The wishlist 38:15 How can we help 41:45 Recommended resources --- [ LINKS ] --- Designing the Robot Revolution Why every service designers dream should be to work in manufacturing David (LinkedIn) Jacob (LinkedIn) The wisdom of listening (book) Nudge (book) The power of ten (podcast) Industrial IoT spotlight (podcast) Freakonomics Radio (podcast) --- [ 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.
Okay, here's a sensitive question... How comfortable are you with strategically influencing stakeholders? If this question feels a bit creepy stay with me a bit longer. This is really important. Because what if I told you that knowing how and who to influence is a key success factor for every service design professional? So it's no surprise that this is a topic that keeps coming up in our Circle community sessions. In our recent session we did a deep dive into this topic. We explored which tools and methods people actually use to cultivate influence inside their organizations. As you'll hear in this podcast episode we really get down to the most practical level, the nitty gritty stuff.  Yes, the things that actually help you do a better job the next day. So click the link below to discover what it's all about. Discussing influence can quickly feel very heavy and serious. But what I enjoyed about the conversation with Ben was that we were able to have some fun and take the heavy load off it without dumbing it down. Hope you'll enjoy it as much as I did! --- [ EPISODE GUIDE ] --- 00:00 Welcome to the Show 03:30 Who is Ben McCammon 06:15 Why would you want to cultivating influence 10:30 What is at stake 17:15 This is your job 21:00 What do we mean with cultivating influence 22:45 The mighty stakeholder map 32:45 Building profiles 45:00 Making it a habit 51:00 Connecting the dots out loud 59:00 Consider saying yes 1:03:00 Don't be shy --- [ CIRCLE ] --- Join our community of in-house service design professionals at the Circle.
Service design isn't enough... This sentiment has been expressed on the Show many times before. And I agree. The challenges organizations face these days are too complex to be solved by (service) design alone. But here's the strange thing. Although we pride ourselves on bringing a holistic user perspective to the table, this holistic perspective is often missing when it comes to our own field. We still have many blind spots when it comes to collaborating with other business disciplines. Just think about what your relationship is to HR, IT, operations, marketing, sales, support, strategy, etc. This lack of alignment and integration with other parts of the business is unnecessarily limiting the good you can do. In this episode of the Show I talk to Clara Llamas about how we can break free from these limitations... without turning service design into a Frankenstein monster. I guess the point is that we as a community often carry a very heavy (and unhealthy) responsibility of having to deliver great services, almost by ourselves. Well, we really need to stop that way of thinking and find better ways to share the workload. If you're interested to learn how, click the link below and find out. Be prepared. There are some very thought provoking questions in this episode :) Enjoy and keep making a positive impact! [ 1. GUIDE 📺 ] 00:00 Welcome to episode 144 03:30 Who is Clara 04:15 60 second rapid fire 06:15 How did it start 08:15 The current boundaries 13:00 Where can we grow 15:00 How did we get here 19:15 The perspective shift 22:00 The opportunities 26:45 Where are we in the chain 30:00 Organizing the house 34:30 What's missing 39:30 Taking the first step 42:30 What does this mean 47:00 Silent design 49:00 Final thoughts [ 2. LINKS 🔗 ] - - Capitalism without Capital (book) - [ 3. NEXT STEP 💪 ] Looking for more? We've got you covered. Click the link below to join the Service Design Show community. You'll get access to inspiring stories and practical advice that helps to level up your service design career!
What does it take... How do you enable a design team to deliver their best work? As the VP of Design at Capital One, Jamin Hegeman is thinking about this on a daily basis. He is tasked with the big responsibility of making sure that his 700+ design colleagues are able to make a positive contribution to the business and its customers. In this week's episode you'll hear the journey Jamin has been on over the last few years. How he transitioned from being a design practitioner at a respected consultancy to now being a design leader at a major corporate. We talk about the need for designers to understand how things get done inside an organization. And how Jamin gained a new perspective on what success looks like. This conversation has some great insights on what it takes for design(ers) to be more impactful. Even if you're currently not a VP ;) It's a great privilege to be able to pick the brains of people like Jamin. And that they are willingly taking the time out of their busy schedule to share their experiences with us! Enjoy the conversation and keep making a positive impact! --- [ GUIDE ] -— 00:00 Welcome to episode 143 03:45 Who is Jamin 05:15 60 second rapid fire 07:00 How to become a VP of Design 11:15 What does success look like? 15:30 Being visible 20:30 Lessons learned 25:30 Good design leadership 29:15 Agency versus in-house perspective 34:15 Operationalizing design 38:30 Sense of accomplishment 43:30 Fighting the right battles 50:00 The impact of scale 51:15 What's next 52:00 Closing thoughts --- [ LINKS ] --- * * Design Justice (book) - --- [ 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.
On episode 7 of the Service Design Show Adam Lawrence once said this.. "If you can only do one thing in the entire design process, do research." I don't have to convince you of the importance of proper user research. It's the lifeline of our work. Unfortunately in a lot of organisations research is still seen as something that just slows everything down. It can be hard to get buy-in and support to actually do proper research. Recently I sat down with the Circle community to discuss this challenge. And it quickly became clear that the struggle is real. Everyone in the community had their own story of how company culture stood in the way of them just doing their work. When started to look at the solutions and workarounds people had found to get over these cultural barriers, 6 best practices emerged. And in this episode the Show you're going to hear what these best practices are. What I enjoy about the Circle is that it's a space where people aren't afraid to share the dirty secrets of our work. It's a refreshing alternative to all the polished case studies we otherwise see. --- [ EPISODE GUIDE ] -— 00:00 Welcome to the Show 03:30 Who is Taylor 04:00 Who is Tim 05:00 What are cultural barriers 06:30 Evaluating services 09:45 Where are we today 12:00 The struggles 14:00 The consequences 18:15 Make it into a habit 21:00 Reframing what research is 21:30 Quantifying qualitative research 23:30 Don't ask for permission 28:15 Create psychological safety 30:45 Getting over egos 36:30 Identify your champions 41:15 Tools & budget 44:00 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle.
What would you say is one of the most daunting design challenges of our time? I hope our climate crisis at least crossed your mind. As Cat Drew argues, we as a service design community play a key role in helping to solve this crisis. Cat is the Chief Design Officer at the UK Design Council and currently championing the Design for Planet initiative. In this week's episode of the Show we talk about the opportunities designing with the planet in mind brings to organizations. And how the organizations which keep on ignoring their responsibility will be left behind. Cat shares a lot of encouraging examples of services where planet was part of the design brief. But no matter how hard you want to use design to shape a better world... If the client who is hiring you doesn't care, it's going to be a very hard task. So you need to encourage and inspire your clients to make the planet part of the design brief. It's not easy, but there are some great resources that help you do this and you'll learn about them in this episode. As a service design community we need to lead by example. Designing with the plant in mind is not a choice. It's a responsibility. This conversation with Cat hopefully inspires you to look beyond the current borders of service design! --- [ GUIDE ] -— 00:00 Welcome to episode 142 02:45 Who is Cat 03:40 60 second rapid fire 05:45 What is the UK Design Council 11:15 What is Design for Planet 14:15 Cats personal journey 17:00 Awarenes within service design 21:45 Encouraging examples 27:30 Roadblocks and challenges 35:30 How to get started 39:30 The business opportunity 42:00 What is missing 44:45 Taking responsibility 46:30 The plan ahead 48:15 Recommended resources 51:00 Final thoughts --- [ LINKS ] --- * Design for Planet Film - * Design for Planet festival - * Design for Planet fellows - * Design Council medium blog - * Salford Wetland - * Systemic Design Framework - and animation * The climate framework * Circular Design hub -* Circular-design and Circular Economy Hub - * --- [ 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.
Embedding design into an existing organization often feels like... trying to cram a square peg through a round hole. Right? In our attempts we often need to bend and shape design in ways that make it lose some of its most important qualities. Just think about how the holistic nature disappears when design becomes siloed across different departments. Which almost always happens. … and then people wonder why design isn't delivering on it's promise :-/ I recently had the pleasure to interview Naomi Stanford for the Show. Naomi is an authority in the field of organization design (just published her 8th book). In the conversation you’re about to hear we discuss the role of legacy and heritage, whether embedding design should be a top down or bottom up approach and whose responsibility is it anyway. As I found out myself, if you're a service design professional and haven't been exposed to organization design then you're absolutely missing out. Naomi is a great storyteller and brings up tons of inspiring examples on how these two fields strengthen each other. Click the link below to get in on all the details. I always love conversations with people who are on the fringes of service design. They expand my idea of what's possible. --- [ GUIDE ] -— 00:00 Welcome to episode 141 04:55 Who is Naomi 07:45 60 second rapid fire 10:45 A different way to look at design 14:15 The relationship to management 17:15 Look at how work gets done 22:30 What's the downside 25:15 The role of incentives 27:45 Making the leap 32:15 Corporate rebels 39:15 When leadership needs to step in 43:00 What are you going to do 46:15 Showing the organisational benefits 50:00 Embedding change 53:00 Recommended resources 55:15 Final thoughts --- [ LINKS ] --- * * * The Every (book) - * Tempered Radicals (book) - * * * * * * * * * --- [ 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.
How do you keep growing as a mid / senior level service design professional? It's mostly likely less and less through formal theory and education. Once you reach a certain level of maturity in your craft suddenly the small details and nuances start to make a big difference. But you won't find those things on Google. These learnings are hidden in the lived experiences from other professionals and communicated through rich stories. Until recently there wasn't a place where you could get exposed to these stories on a regular basis. That's why in the summer of 2021 I started an experiment called the Circle. The Circle is a community of and for in-house service designers. We gather on a monthly basis to learn from each other around different topics. The goal with the Circle was to create a safe space where it's okay to talk about the messy parts of our work. A place where you can go deep into the practice. Yes, nerding out on service design if you will :) Now, half a year later, it was time to evaluate this experiment and define it's next iteration. Of course this happened in co-creation with the current participants. In this short podcast episode you get a sneak peak inside the Circle. You'll learn what's working and what isn't. The exciting plans we have for this year. And if a community like this could be right for you. If you're currently not working in-house and still made it to the end of this email... let me know if you'd be interested in a community like this but for independent and agency folks. --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle.
What is it that truly matters? Let's go back to the moment you first learned about service design. You know, when you entered the rabbit hole. There is so much to learn and to explore. It can easily become very complex and overwhelming. But if you want to become a service design practitioner you have to start somewhere. Right? You have to find a way to develop your skills without getting discouraged about all the things you don't know yet. And you know what the worst part is when you're getting started? That you always get the answer "It depends" when you seek advice from experienced service design professionals. Of course they are right. There is no fixed recipe on how to use the tools, methods and frameworks. But that doesn't really help you move forward. So how do you figure this stuff out as a working professional who is transitioning into this field? Today I want to share a unique story with you. Usually the guests you hear on the show already have some kind of track record in service design. You rarely hear the stories of people who are just getting started. And that's exactly what this episode is about. Herb Sawyer is at the start of his journey into service design. And he came onto the Show to share his experience so far. What I find so valuable about this conversation is that it inspires you to adopt a beginner's mind again. I hope that after listening to Herb's story you'll start thinking about the things you take for granted in your practice today. Things that maybe deserve more of your attention. We started with the question "What is it that truly matters?". This episode gives you some practical guidance on how to figure out what the answer is for you. --- [ GUIDE ] -— 00:00 Welcome to episode 140 05:15 Who is Herb 06:00 Rapid fire question round 09:30 Becoming one of them 13:45 How did we get here 19:30 Applying for a service design job 27:00 What's still missing 32:00 Tools versus process 34:30 How to grow and get better 39:30 The a-ha moments! 44:15 The challenging parts 47:45 The big questions 50:00 Fast forwarding one year ahead 52:00 Words of advice 56:15 Final thoughts --- [ LINKS ] --- * ============ Learn how to Sell Service Design with Confidence ============
"Design and business only work together if there is common ground." That's one of the quotes from the conversation I recently had with David Dunne. But finding this common ground is easier said than done. These days it's still the school of management that's driving most companies. And I think you'll agree that design and management don't necessarily share the same world view, beliefs and approaches. These differences create tensions. These tensions prevent both sides from achieving the best possible outcomes. What David Dunne and his colleagues are doing is creating a shared language around these tensions (they refer to them as double binds). This shared language is essential! Because that helps to make these tensions tangible. And once they are tangible it becomes much easier to create mutual understanding and find constructive ways to work with each other. In this episode David shares the 6 double binds he uncovered through his research. I'm sure you'll recognize a few ;) Want to finally break through some of that stubborn resistance you meet when trying to embed design within your organization? Then this episode is just for you! --- [ EPISODE GUIDE ] -— 00:00 Welcome to the Show 04:15 Who is David Dunne 06:00 What are double binds 08:45 Why is this important 10:30 Creativity in organisations 12:30 Examples of double binds 14:45 How do you know you're in a double bind 20:00 General principles to the solutions 27:00 Humility and reflection 28:45 Other examples 30:30 Who needs to hear this 33:45 Lessons from the Circle 35:45 What is the risk 39:00 Reaching out to David 39:30 Open questions 41:30 Closing thoughts --- [ CIRCLE ] -— Join our community of in-house service design professionals at the Circle.
Regardless of where you are today in your career, at some point you'll want to work on new challenges, learn new things and be exposed to new experiences. When you start to get this itch it's important to recognize that it's a pivotal moment. At this point one might take the approach where they grab the best next opportunity that presents itself on the journey. This opportunistic approach will probably lead you to some interesting adventures, but it also comes with a significant risk. When you let your career be determined by the direction of the wind you might end up drifting away from the things you love to do. And the longer you stay in this position the harder it will be to let go of the lifestyle that comes with it. This is exactly what happened to Alessandra Canella, our guest in this episode. Her career took a path which is similar to many service design professionals. Starting out as a practitioner she slowly worked her way "up" to being a lead, managing a design team. But what if you discover that you don't enjoy management, at all? What if you realize that your true passion is to stay close to the actual practice? Are there still any growth opportunities left for you as a service design professional? This was the burning question Alessandra needed to find an answer to. In this episode of the Show we discuss how she took a designerly career development approach and managed to reignite the fire within her. You can't guarantee that every step in your career will work out the way you hope. But there's definitely a lot you can do to increase the likelihood. --- [ GUIDE ] -— 00:00 Welcome to episode 139 04:20 Who is Alessandra 05:00 60 second rapid fire 07:15 Career paths in service design 09:00 Key moments 15:15 Deliberate or organic path 18:45 The expectation 24:45 A lateral move 30:15 It's not for every organisation 33:00 How to stay on track 39:15 Finding the courage 42:15 The right moment to move 47:00 Recognizing the signals 53:00 Closing thoughts --- [ LINKS ] --- * --- [ 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.
Looking for practical service design tips and tricks? Who doesn't right :) So in this episode you'll hear four commited service design professionals open up and share their best practices with you. ============ For more best practices join the upcoming cohort of our Selling Service Design with Confidence program. ============ These best practices focus on how you can get buy-in and support for your work (especially from non-designers). Which, as you probably have experienced, is not a trivial task. To understand where these best practices are coming from we also discuss the challenges these professionals were running into, the lessons they learned the hard way and of course... what they are doing differently today to be more successful. Is it mostly about the small details? Or is a bigger mindset shift needed? Enjoy the episode and if you have any best practices on this topic I'd love to know! ============ Learn how to Sell Service Design with Confidence. Join the upcoming cohort! ============
A clear pattern is emerging... You know what I see when I look at who is hiring service design professionals these days? It's product driven tech companies! When you take a closer look it's not that surprising that these companies are looking into service design. They are realizing that they need to take responsibility for a larger part of the user experience. A part which includes many non-digital aspects. Just think of how AirBnB deals with properties, Uber with cars and Amazon with physical goods. But it's not just these tech giants. Examples are all around us. You could say that these tech companies are going through their own analoge transformation. Coming in as a service designer into such an environment is... well, quite an interesting experience with it's own set of challenges. For instance you'll find that your work potentially overlaps a lot with product managers. Next to that you're often not tied to operation so it's hard to show tangible impact on customers. And as you start out embedded in the digital part of the company it means you can influence the entire journey. So considering all this it's fair to say that the odds of you being successful are not stacked in your favor. But there's hope. Our guest this week Chris Risdon has made a sport out of establish service design within tech driven companies. And over the past years he learned through trail and error what works and what doesn't. As often is the case the most important lessons boil down to a few simple things... things which are unfortunately easy to forget. Luckily Chris does a great job of reminding us of them. Even if you're currently not in a product driven tech company I'm confident that these lessons will help you be more impactful. Enjoy the episode and keep making a positive impact :) --- [ GUIDE ] -— 00:00 Welcome to episode 138 03:30 Who is Chris 04:30 60 second rapid fire 10:15 Humanizing technology 15:15 Where is this coming from 18:45 The challenges 22:30 Is service design compatible 25:45 Sharing the wins 29:30 Where to start 34:45 The overlap with product management 39:15 What does impact look like 41:30 Connecting the dots 46:00 Be a journalist 51:45 The first steps 56:00 Final thoughts --- [ LINKS ] --- * BOOKS * * Artemisia Gentileschi - * Visualizing Black America - --- [ 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.
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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