Service Design Show

Let's crack the code of proving design's impact on the bottom line... For this, we first have to go back to 2012. That year, a groundbreaking discovery was made at CERN. The existence of the Higgs Boson, a particle that had eluded scientists for over 40 years, was finally proven. You know what? I feel that this elusive quest is very similar to our own pursuit in the world of service design: proving the undeniable business value of design. We see its impact all around us, but providing it with hard evidence remains a struggle. Our guest this week, Ryan Rumsey, may hold the key that gets us closer to unlocking this mystery. One reason the Higgs Boson took so long to find was that the researchers were unsure where to look. As former Apple executive, author of "Business Thinking for Designers," and founder of the Chief Design Officer School, Ryan proposes that we, just as the researchers at CERN, may have been looking in the wrong place all along. Many companies, he argues, don't actually need (good) design to turn a profit, which makes it difficult to isolate its added value. But fear not, there are tested and tried methods to uncover the correlation between our work and its impact on the bottom line. As you'll hear in this episode, it might not be as complex as we sometimes are made to believe; it could simply be a matter of putting in the work. The discovery of the Higgs Boson faced similar challenges, requiring unwavering determination and persistence. This is an episode about business speak, statistics and our self-worth. And somehow, it's still quite entertaining if you ask me. So if you're even remotely interested being able to clearly articulate the value you bring to your organization, you don't miss out on this one! I echo Ryan's argument that every design professional, even those in-house, should embrace an entrepreneurial spirit. Understanding marketing, positioning, and even sales can be immensely beneficial. Ryan is truly one of a kind, and I'm always grateful to be able to learn from him. I hope you enjoy our conversation as much as I did. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 206 07:00 OKRs & KPIs 13:00 Rethinking Measurement 16:00 Strategy Mapping 22:00 Statistician Thinking 29:30 Measuring Impact 32:00 Google's Money Machine 33:30 The Implication 37:00 Beyond Best Service 37:30 Apple vs Dell: Design? 42:00 Management & Narrative 48:30 Design vs. Innovation 49:30 Minto Pyramid 52:30 EasyJet Example 57:30 Defining Good Work 1:02:45 Community Matters 1:08:00 Key Takeaways 1:09:30 How You Can Help Ryan --- [ 2. LINKS ] --- https://www.linkedin.com/in/ryanrumsey/ https://www.letsjumpship.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Good Services... A book that has quickly become a classic in our field. If you haven't read it yet, it's a must. It outlines the 10 principles of good services, which is pretty fundamental stuff. But even before writing it, Lou Downe was already an icon, creating impact as the Director of Design at the Government Digital Service in the UK. So when I heard through the grapevine that there was a sequel in the making, I just had to invite Lou back to the show. Interestingly enough, our conversation started with a question: Why, even after all these years, are we still trying to justify the value we bring to the table? There's nothing wrong with articulating our value, of course. But how can we make it a two-way street, rather than all the burden falling on us, the design community? These days, Lou runs the School of Good Design, where they help professionals tackle this very challenge. So in this episode, we get to tap into a wealth of practical advice based on their experience. But we didn't stop there. We also dive into: * What has changed since "Good Services" was published in 2020? * What drove Lou to write a follow-up, and how will it differ from the first one? * What does the future hold for service design? Lou dropped a surprise during our conversation. As the new book is still in the works, there's a unique opportunity for you to contribute! You'll hear all the details in the episode. --- [ 1. GUIDE ] --- 00:00 Welcome (keep the same) 04:00 Beyond Design Justification 05:20 Good Services Journey 08:00 The Gap: Bad Services 13:30 Finding Value's Middle Ground 16:00 External Validation 19:00 Misunderstanding Service Design 25:00 Lightbulb Moment 28:30 Great Service Example 31:30 Design vs. Service Pros 35:00 Understanding the Service 37:00 Service "Designers" debate 44:00 Understanding your role 48:00 Grow Service Design Skills 51:00 The New Service Book 53:00 New Book vs. Good Services 55:00 How We Can Help 56:30 Wrapping Up --- [ 2. LINKS ] --- https://www.linkedin.com/in/lou-downe-757a83b/ https://good.services/ https://good.services/home https://good.services/deadendspodcast https://good.services/contact --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

What are the materials of service design... A seemingly simple question, but one that I believe has the potential to reshape our understanding of service design. Historically, design has always been about shaping and manipulating materials to give form to things around us. It's only in recent years, with the popularization of design thinking, that design has drifted away from its roots and heritage of a craft. The focus shifted on -sometimes mindlessly- following a flawed double diamond process. Even though people over the recent years have tried to raise the question of what the materials of service design are, the conversation never really caught on. Something tells me that's about to change with the release of the book "The Materials of Service Design." (links below) This book, in my opinion, marks a turning point in the history of our field. Yes, I absolutely feel it's that important, and no, I'm not getting any commissions on the book sales. It offers a fresh, materials-based perspective that adds a much needed nuance and richness to how we think about service design. Imagine being able to have constructive conversations about designing with time, relationships, culture, and all the other materials that make up services. Imagine understanding the properties of these materials deeply enough to co-create a shared library of service design patterns. The implications are huge. This approach once again makes it clear that services can't be designed by a single person; they require the involvement of experts from many areas. It also challenges us to reimagine how we teach service design. All in all, it really does open up a world of new questions and possibilities. As you hopefully can read, I'm excited about the direction and trajectory that could take us. So, join ​Simon Clatworthy​, co-author of the book, and myself as we dive into this exciting new perspective of a materials-based approach to service design. --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 204 04:30 Beyond the Toolkit 08:00 The 4 Unexpected Materials 11:00 Lost Essential? 16:30 Service Design vs. Design Thinking 20:00 Skills for Designing Services 24:00 Unveiling the Book's Materials 30:00 Data as Material: Conversations 34:00 Shaping Conversations 42:00 Time: A Material to Master 44:30 Measuring Time in Design 46:30 Specialization in Service Design 49:00 The Rise of Service Design Specialists 51:00 Co-Design: Your Service Design Team 54:30 The Responsibility of Design 58:00 Implications for Service Designers 1:01:00 Beyond Designers: Service Experts 1:06:00 The "Taste Buds" of a Service 1:07:00 A Library of Service Materials 1:09:00 Aesthetics of Service Design --- [ 2. LINKS ] --- https://www.linkedin.com/in/simon-clatworthy The Materials of Service Design (Book) - https://go.servicedesignshow.com/yl2ym 50% discount on the print copy with code: BLOM50 (valid until 31st July 2024) How to Read A Film by James Monaco (Book) - https://a.co/d/8Rv0ZE5 --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

What does it take to become a great design leader... Regardless of whether or not it's in your official job title, you're already leading to some degree. You are leading because your work is to deliver change. Change because we want to break free from outdated mental models that can't solve today's challenges. But what kind of leadership is needed to transform our organizations from the dehumanizing machines they are today into adaptable living beings? Returning guest Marzia Arico has some valuable perspectives on this. With a PhD in Organizational Studies and experience leading complex projects at LiveWork, she has many juicy insights to share with us. In this episode, we explore the emergence of a new, more empathetic leadership style that's quite different from the traditional notion of leadership. We discuss how to present ourselves confidently in our work, even when imposter syndrome is lurking around the corner. And we also delve into whether we should be explicit about the change we seek make or take a more trojan horse approach to influencing things. This is a must-listen episode for anyone who wants to step up, take charge, and offer an alternative to the current leaders who aren't doing what's required today. This conversation is a powerful reminder that we are all setting an example. Each and every day. So let's be intentional about what we want to put into the world. Take care and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 203 03:30 Welcome back Marzia 04:30 Machines to Living Beings 11:30 What made her want to make the change 17:00 How to quickly build your confidence 21:30 From Machines to Living Orgs 30:30 Onboard with How, Not What 33:30 Conversation with the oblivious 40:00 Empathizing with the machine 42:00 The example of technology 46:00 Fast-tracking to leadership 47:00 Being strategic when you talk 50:30 Discussions to ponder 51:30 Food for thought --- [ 2. LINKS ] --- https://www.linkedin.com/in/marziaarico https://design.mavericks.substack.com https://strategicdesignbook.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Why is it that we rarely question the systems that govern our day-to-day lives? Imagine building a rocket ship while still believing the sun revolves around the earth. Even though this sounds ridiculous today, it's not that long ago that this was the accepted notion. When Galileo first made the claim that it was actually the other way around, he even got jail time. Yeah, people don't really like it when their fundamental beliefs are put up for scrutiny. Our history is full of "truths" we later debunked. Okay, so what does this have to do with service design What if you're currently designing services that are based on flawed beliefs? There's certainly reason to think so. So, in this week's episode, we explore what these beliefs could be. For that, I have invited ​Fang-Jui Chang​ from the Dark Matter Labs to join us at the Show. In the conversation we dive into the hidden systems we take for granted, like ownership, currency, and even government. Fair warning: This episode will challenge your assumptions. It might even feel a bit like mental jiu-jitsu at first (it surely did for me). But once things click, a whole new world of possibilities opens up. And judging by the news, I would argue that we need a radical new perspective on how our world operates in many areas. So join me for a conversation that will challenge the way you see the world, question some fundamental "truths" and give you some fresh insights along the way. This is one of those episodes where I had to let the ideas marinade a bit. It's all too easy to dismiss them because they seem incompatible with how our existing worldview. But defer judgment, and you might be surprised what happens. Take care and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 202 04:00 Who is Fang-Jui 07:00 How she got into SD 10:00 Lightning Round 12:30 All beings thriving 18:30 Outdated systems fail 23:00 Asking a river permission 30:00 What we took for granted 38:30 How to prevent overwhelm 46:00 Moving forward without panic 48:00 The skill that will help 51:30 what we can to help 1:01:00 where to reach them 1:01:30 One thing you can remember --- [ 2. LINKS ] --- https://radiclecivics.cc https://darkmatterlabs.org https://twitter.com/darkmatter_labs https://www.linkedin.com/company/darkmatterlabs Please get in touch with the Radicle Civics team via radiclecivics@darkmatterlabs.org if you are interested in building proof of possibilities in your cities or communities and funding the work. --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

My daughter dared me to 15 meters free-fall... I was on a climbing track with her, and this was one of the "attractions." Of course, she had taken the plunge without shedding a sweat. So, there I was standing on the edge, ready to take the jump, while everything in my body was screaming NO. I hesitated, terrified... but backing out was not an option. Especially not when a 10-year old girl is cheering dad on from the ground. Sometimes, you just have to leap into the unknown and trust that things will turn out alright. Our guest this week, Lilli Graf, also took a massive leap. She left a safe job at a respected design agency to go independent and start her own business. Why? Because she knew 'less bad' isn't good enough anymore when it comes to our climate crisis. Her journey in the last few years has thrown up many challenges. So, I wanted to know what kept her going, what she had learned so far, and what she would have done differently, looking back. Of course, we also had to talk about what pushed her over the edge to make the leap in the first place. This episode is about way more than climate solutions (though those are fascinating). It's about YOU... As service design professionals, we champion change. We push our clients to step into the unknown. But how often do we do that same? I hope this honest and open conversation will inspire you to leap more often. What fascinated me is how well Lilli's story shows the ripple effect of our choices. From childhood to career, it all connects. What will your next ripple be? --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 201 03:00 Who is Lilli 04:00 how Lilli heard about SD 05:15 Lightning Round 06:15 Community needs to reflect 11:15 Why Lilli needed to Step Back 13:30 Moving to the sustainability spectrum 19:30 World that's not going to be here 22:30 Black foot tribe 25:00 The responses / the results 29:15 Crisis to nature and to ourselves 33:15 How do I preserve this life? 39:15 What Imma Collective is doing 45:00 The biggest challenge 49:00 Do it with Joy and patience 50:30 The journey most proud of so far 51:30 One piece of advise 54:30 How to embark in this journey too --- [ 2. LINKS ] --- https://www.linkedin.com/in/elisabeth-lilli-graf/ https://www.immacollective.com/ Change by Design by Tim Brown (Book) Everyday Utopia: What 2,000 Years of Wild Experiments Can Teach Us About the Good Life by Kristen R. Ghodsee (Book) --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠ https://servicedesignshow.com/circle

Recently, I turned 43... I don't really celebrate my birthdays anymore. Don't worry; I have an amazing wife who makes sure there's always cake. But I do always try to take a moment and reflect on my past year because “The only time you should ever look back, is to see how far you've come.” Well, today, it's not just about my journey; it's about ours. We've hit a massive Service Design Show milestone: 200 episodes! That's a new interview every two weeks for over 8 years. And by now, we've clocked in over 500.000 listens to our conversations. Truly mind-boggling. Especially when you consider how niche our field is (still). It tells me what I do matters to people like you. Honestly, if I had to, I'd still do this show just for my own learning... but knowing you're out there makes it so much better. To celebrate, I'm flipping the script. For this episode, it's me answering YOUR questions. Some are about service design, some get a bit personal... Here's a sneak peek: Is Journey Management the next big thing? Will service design disappear? How does the Show make money? How do I keep sane working solo? You might be surprised by some of the answers. Guess, there's only one way to find out... This episode was a lot of fun and quite a challenge to produce. Let me know if you like this format – maybe we'll do a follow up... Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 200 01:50 Why Service Design 04:30 Lessons learned from 200+ conversations 10:15 The business model 16:15 How to stay healthy and sane 25:00 Communicating service design 31:00 Designing timeless services 36:00 Is Journey Management the next big thing 40:00 Where are things going --- [ 2. LINKS ] --- https://www.linkedin.com/in/marcfonteijn/ https://www.servicedesignshow.com/circle/ --- [ 3. CIRCLE ] --- Join our private community with smart and generous in-house service design professionals. ⁠https://servicedesignshow.com/circle

Is design facing a crisis? You don't have to spend much time on LinkedIn to read about the recent layoffs, studio closures, and debates about our value. Whether or not you call it a crisis, it's hard to deny that things have been shaken up recently. But instead of focusing on surface level symptoms, let's dive deeper. In this episode, we sit down with Yvonne Tran, design director at the New York Times, to explore the underlying forces that shape design. Where are we coming from, and what could be its next destination. Why is design in its current state? Is this a backlash against the widespread understanding of "design thinking"? If everyone's a designer, what's the unique value a professional brings? Despite the challenges, Yvonne still sees a bright future for design. As our clients and colleagues evolve and mature, so must we. In our conversation, Yvonne outlined three key areas where design can continue to provide unique value. A thought-provoking episode for anyone interested in new ways to think about how to keep playing a meaningful role in the future. It's all too easy to get bogged down in the daily grind. What I enjoyed about this conversation with Yvonne is that we zoomed out and challenged our perspectives. Let's look beyond the horizon of this quarter and make decisions that are grounded in a long-term perspective. Inspired? Share this with someone who needs to hear it. Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 199 03:30 Who is Yvonne 04:30 How she stumbled to SD 06:00 Lightning Round 10:00 Design, Designers, & Innovation 14:00 The promise of design thinking 17:30 What's the impact 27:00 The new role of design community 37:00 Aligning people's expectations 39:30 How to accelerate demand 44:00 How to measure success 48:30 One takeaway --- [ 2. LINKS ] --- https://www.linkedin.com/in/yvonnetran/ Braiding Sweetgrass by Robin Wall Kimmerer (Book) - https://a.co/d/3Jho54D --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

This has to stop... I don't care what they say. Chatbots s*ck. But we, as service design professionals, have the power to make things better. Sure, ChatGPT and Google Gemini are impressive tools, but a chatbot on a company's website? Probably one of the most frustrating experiences you can have these days. This trend toward replacing humans in service delivery is a growing concern. There's nothing wrong with trying to optimize processes. It becomes a problem when it's done in a mindless way to solely cut costs at the expense of the user experience. Our guest, ​Cameron Tonkinwise​, makes a compelling case for preserving the human element in service delivery. Because removing this vital component erodes something incredibly valuable that AI (or any other tech) can't and will never be able to replicate. As you can imagine, simply pointing out the problem isn't enough. So, in our conversation, we explore how to make a strong case for human-driven services... even to the most skeptical stakeholders. Spoiler: Waiting for our clients to change their minds isn't the answer. It requires a proactive approach on our part. If you work in a product or tech-driven environment, this episode will hopefully give you the energy and ideas to challenge the relentless push for short-term optimization. The chat with Cameron reminded me that we have a responsibility to design the future we want to see rather than just being of service to others. Enjoy the conversation and keep making a positive impact! Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 This is Episode 198 04:00 Who is Cameron 05:00 How he stumbled to SD 12:30 the current perspective to SD 15:00 the ideal outcome 16:45 A vastly uneducated community 24:00 Why the model isn't adopted 26:00 How to support the current economy 29:30 Hockey puck story 33:30 Thoughts in AI 39:00 What you can be offering 41:30 Expressing the need 45:00 Importance of frontline observation 50:00 One practical takeaway 52:00 Connect with Cameron --- [ 2. LINKS ] --- https://www.linkedin.com/in/cameron-tonkinwise-80a5987/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Imagine that you had the power to look into the future... That you could escape from the short-term focus and envision a world years or even decades away. And on top of this, you'd be able to turn this vision into something real, a roadmap to guide your decisions today. Wouldn't that change everything? Now, this episode won't give you a crystal ball, but it might be the next best thing. We all know that the challenges we face today require different ways of thinking in order to solve them. If we continue on the trajectory we're currently on, our future isn't looking very bright, to say the least. In order to create a different, better future, we have to first imagine it. But with our world changing so fast, how can we even predict tomorrow, let alone years from now? Aren't we just better off focussing on the here and now? Not according to our guest, Ali Draudt. Ali teaches us that predicting the future is a hidden superpower of designers. Lucky for us, Ali is an expert – author of "What the Foresight," holding a degree in Design Strategy and Strategic Foresight, and is currently the Head of Innovation and Design Strategy at Nike. In this episode, you'll hear how to: Explore worldviews that might be radically different from your own. Challenge your existing beliefs and biases to imagine the seemingly impossible. Use practical tools to make abstract futures tangible. So, if you're to unleash your hidden superpower and make better decisions today you'll be in for a treat! Talking with Ali reminded me that the dots only connect in hindsight. The only way to make those breakthrough, serendipitous connections is by continuing to explore things that seem irrelevant now. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 197 04:00 Who is Ali 04:45 How Ali Stumbled into Service Design 06:30 Lightning Round 08:00 Moving beyond antromorphic design 10:30 What's truly human-centered 17:30 Adopting to this practice 21:00 Next big thing to go beyond 24:00 Changing levels of zoom 31:00 Coping mechanism on the speed 38:00 Using the Steep Model in Teams 40:00 4 archetypes to future potentials 45:30 What good work look like 49:30 Co-creation mode 50:45 What I hope you'd remember --- [ 2. LINKS ] --- https://www.linkedin.com/in/alidadraudt/ The Thing from the Future (Team-building game) https://situationlab.org/project/the-thing-from-the-future/ The Ministry for the Future - Kim Stanley Robinson (Book) https://a.co/d/992fmv5 --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠ https://servicedesignshow.com/circle

Here is something that makes many service design professionals cringe... The question to quantify the impact design has on the company goals. You'll see that finding the answer to this question is actually surprisingly easier (and more fun) than you might think. Here's a business mantra you might have heard before: If it's not being measured, it's not important. Numbers rule. That's that cold, hard reality of how companies operate. Now, as a design community, we've always struggled to quantify the value we bring to tangible business outcomes. Sure, there are valid reasons – we often work on systemic challenges where it's hard to make a water-tight correlation between our efforts and the specific impact they have on the goals. There are just many factors at play that have an influence, and isolating our contribution is hard or, rather, impossible. So, we often get hung up on this attribution question as we feel we can't "prove" how much we've contributed. Even if we want to measure our contribution, we find that the right measuring processes aren't in place to do so. So, we'd rather focus our time and energy on solving the actual challenge at hand than implementing those processes from the ground up. And let's be real, not many of us wake up excited about capturing things in a spreadsheet. So yes, there are reasons why quantifying the impact of design is hard and often lacking. But, as we've recently seen, we're paying a high price for this. Just scroll through your LinkedIn feed to see many sad examples of that playing out. When budgets tighten, design often takes the hit as it can't show, in numbers, its contribution to the business. Okay, I know this hasn't been a very uplifting message so far. But here's the good news. There is a group of professionals out there who absolutely love design and thrive on these types of measurement challenges. Of course, I'm referring to our friends from the DesignOps community. When we collaborate closely together, we have the power to anchor design as an indispensable strategic discipline. At least that's the firm conviction of Patrizia Bertini, our guest in this episode. Patrizia, shares her journey of implementing measurement frameworks that facilitate healthier conversations between design professionals and business stakeholders. In the conversation, we dive into the juicy stuff like value attribution, measuring systemic impact, and prototyping with numbers. I can't guarantee this episode will turn you into a spreadsheet enthusiast, but it will definitely inspire you to be BFFs with someone who loves crunching numbers. Let's face it; we might sometimes feel intimidated by numbers. We want to prove with scientific rigor that things are the way we say. But here's a secret: educated guesses are everything you need... Enjoy the chat and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 196 03:30 Who is Patricia 04:15 Patricia's first Service Design encounter 05:00 Lightning Round 06:30 Thoughts about design identity 12:00 The decline of strategic design 16:30 Unpacking data triangulation 21:00 Identifying problem in onboarding 24:45 Design thinking for business problems 30:00 Going against the system's structure 32:30 Initiating organizational values 42:00 The impact of translating what the business is 46:00 How to bridge the gap 51:30 Who should be accountable? 56:00 What to avoid and what we should do --- [ 2. LINKS ] --- http://linkedin.com/in/patriziabertini --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

What's the most important tool in your service design toolbox? No, it's not a fancy piece of software or a groundbreaking methodology. The most important tool is you. A bit cheesy? Perhaps. True? Absolutely! Let me explain. You're the enabler for all actions leading to positive change. It's easy to overlook the importance of keeping this tool—yourself—in top shape. And you can only deliver your best work when you're healthy and happy. If you're drained by unfulfilling work or feel your talent is going to waste, all the other tools in your kit won't matter. So, how do we get to a place where we do work that gives us joy and motivates us to get up in the morning? That's the theme of the conversation with our guest, Frances Yllana. Frances shares practical ways to align our work with our purpose. And we discuss the importance of prioritizing conscious career development, even in busy times. As you'll hear, the great thing is we can apply many tools and methods from our own toolbox to achieve this. This episode is all about making sure you do the work you want to do, not just the work you know how to do. Yes, the stakes are high! The conversation with Frances inspired me to spend even more time understanding myself—when do I operate best and deliver my most valuable work? There's a lot of power in knowing yourself, so hopefully, it will get you in this mood as well. Keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 195 03:30 Who is Frances 04:00 How she stumbled to Service Design 05:30 Lightning Round 08:45 Finding purpose by doing work outside of our work 10:30 What lead to this thinking 14:30 How the purpose translated 18:30 Increasing the chance of clarity 20:30 Insights to figuring out what you should be pursuing 27:00 How we can identify the impact that we are contributing 32:45 A knack for recognizing wins 39:30 Helpful methods to help you find purpose in your work 43:30 Piece of advice --- [ 2. LINKS ] --- https://www.linkedin.com/in/francesy/ SunsayS.cool - https://www.sundays.cool/ Send a letter of gratitude to someone - https://www.sundays.cool/praise --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Design is at risk of being misused and exploited... Wow, I had to let that sink in for a moment. It's not the first thing that comes to my mind when I think of the service design community. I generally see a bunch of optimistic and passionate professionals dedicated to making the services around us better. However, our latest guest, George Aye, delivers an important wake-up call. George argues that when we solely focus on the feasibility aspect of our work, we fall into the trap of contributing to challenges that aren't aligned with our values. It's not enough to merely ask whether we can do something. As a practice, we must take responsibility and hold each other more accountable for the impact we have on the people that we serve. The key question, according to George, is whether we should contribute to a particular challenge. No challenge is too small for thorough scrutiny. We need to overcome the idea that we should get involved in every project and demand higher ethical standards from ourselves and our clients. But what does this mean in practice? In our conversation, George, who leads a highly respected design studio, spills the beans on how his team holds him accountable for the clients and projects they take on. Why he has written over 50 break-up letters to clients and the importance of the "gut-check" tool as the crucial compass for guiding their decision-making process. This conversation might make you uncomfortable at times—I certainly felt that way. Yet, I wouldn't have wanted to miss it for a moment, and I believe you might feel the same after listening. The topic is too important to ignore. One statement from George that continues to resonate with me: When a lawyer or doctor makes a mistake, they lose their license. What are the consequences when a design professional screws up? This is a key question we must address to mature our field. Enjoy the conversation and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 194 03:45 Who is George 04:30 Lightning Round 08:00 Should we do it? 10:30 Am I asking this question enough? 14:30 A Project promoting unhealthy behaviors 20:00 Guns and tobacco 22:15 The risk of getting fired and it's trade-offs 26:15 How can we know when to speak up? 30:45 Examples when making a wrong judgment call 31:15 The Gut check 48:15 What to do when it doesn't play out well 53:45 How do we bring this to a broader community? 57:15 Moral injury --- [ 2. LINKS ] --- LinkedIn - ⁠https://www.linkedin.com/in/georgeaye/⁠ George's studio: ⁠http://greatergoodstudio.com/⁠ The Social Change by Design Database: ⁠https://airtable.com/appxBXOcR6tqV5phJ/shrmOgXzu5DD2NlYC/tbltgZ0yFEmLkqqJe⁠ Sign up for the fireside chat: - https://go.servicedesignshow.com/kdpbv --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠⁠https://servicedesignshow.com/circle⁠

Could it be that we're missing the ultimate metric of success? If I asked you about the metrics driving your organization, I bet revenue, costs, and profit would top the list. Sure, staying in business means earning money, and for most organizations, growing profit has been the default mode of operation. But here's the catch: more money shouldn't, and frankly can't, be the end goal. We all feel the consequences of that mindset today. So, if profit isn't the ultimate metric of success, what could be the alternative? Our guest, Alan Moore, has an inspiring take on this. According to Alan, the metric to optimize our business for is beauty. Yes, you read that right, beauty. Now, I know this will sound a bit unconventional for some organizations, but just because beauty isn't a recognized metric doesn't mean it lacks importance. Just imagine a world where we actually would optimize for beauty instead of profit. Intriguing, right? So, is this just wishful thinking? Surely not! In our conversation, Alan shares practical tools and examples of companies that have embraced this philosophy, taking the first step toward a more beautiful business. This is one of those conversations that could open up a whole new area in your opportunity space that will help you design better services. What resonates with me about Alan's story? It's aspirational. It challenges the mainstream narrative and demands courage to follow this path. Perfect for the design community to embrace if you ask me --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 193 07:15 Who is Alan 08:30 How he stumbled upon Service Design 10:15 Lightning Round 11:30 Beauty will change the world 16:15 Why is it about beauty 22:45 3 Steps to Reset 28:45 How to look at the world differently 37:00 Steps in the "Do" Stage 47:45 When should we push reset? 49:15 Applying the work you're doing today 50:45 The point is to strive 52:15 How to know you're making progress 1:00:15 What you can do today --- [ 2. LINKS ] --- https://uk.linkedin.com/in/alanmoore2 https://beautiful.business https://thebeautifuldesignproject.com/ No Straight Lines by Alan Moore (book) - https://a.co/d/9metoPr Do Design by Alan Moore (book) https://thedobook.co/products/do-design-why-beauty-is-key-to-everything --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Here's a crazy idea... Imagine you had a team of service design superheroes by your side. A team that helps you take on the status quo head-on, challenging organizational inertia with confidence. As service design professionals, we're playing the long game. Change is a journey, and navigating tough times is part of adventure. Over the holidays, I read "The Long Game". In the book, the author underscores the importance of a strong support group to overcome short-term challenges and bridge the unavoidable chasm of doubt. Well, enter the ​Circle community​ – our, or rather your, team of service design superheroes. If you've been following my work, you'll know that we've been carefully building this support group over the last three years. Since day one, the Circle has been an ongoing prototype, and (fortunately) not everything works out as we plan. In this episode, you get a peek behind the curtains as we share the lessons learned from the past year. You'll also hear about our hopes for the future and what the next iteration of the Circle could look like. The insights aren't just for those creating their own (internal) community; they will resonate with anyone on a journey of professional growth. Having experienced the Circle firsthand, I have no doubt that actively exposing yourself to your peers' thoughts, ideas, and experiences is the most effective way to evolve into a mature and well-rounded professional. --- [ 1. GUIDE ] --- 00:00 Circle Retrospective 2023 Special Episode 02:45 Welcome Brian & Hayden 03:45 How the Circle evolved 08:15 The Most helpful Dinner Table Session 11:00 What we will be exploring more 12:15 What's important for service designers 22:15 Small wins 26:45 Ways How the Circle has expanded 30:45 What to look forward in 2024 36:30 What the Circle Can Look like in 5 years 40:45 How we can improve our practice 44:45 Closing

We've all heard it before... An idea is nothing without execution. As service design professionals, our mission goes beyond doing research and creating future scenarios. We're here to create real, tangible change in the lives of the people we serve. But here's a frustration I'm sure you'll recognize: many insights we uncover eventually never materialize into solutions. It's been a critique of service design for years. Why does this happen? Well, one reason is the handover moments within organizations. Many great ideas die in the transition between people, teams, and departments. Plagued by conflicting agendas, different objectives, and unequal resources. And as service designers, we lack the mandate or authority to see our ideas through to the end. So here's a wild idea: What if there were no handovers? What if service design were the driving force all the way through? In this conversation, we sit down with ​Brad Alphonso​, who's successfully championed this approach within his organization. Service design is now a respected voice shaping customer experiences and influencing the business strategy. We explore with Brad what it takes for service design to play this role within your organization. How can you earn the trust and confidence of those around you, allowing you to take the keys to the car? We also dive into why we must expand our definition of design, step out of our comfort zones, and overcome imposter syndrome to lead the change we want to see. An inspiring conversation based on a real-life case study that will surely give you some new ideas on how to turn ideas into impact. Brad's insights have made me aware again that we need to redefine success as we mature within our organizations. Different stages require different metrics, and failing to adapt can leave us stuck—something to reflect on. Enjoy the conversation! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 192 06:00 Who is Brad 07:00 How he got into Service Design 10:30 Owning the journey 13:30 First-hand experience to pain 15:30 Should we eliminate the hand-off? 22:00 How they got people in the room 27:00 Meet the desires of the organization first 31:00 What Difference a Holistic Approach Can Make 33:30 Recalibrate what success is 40:00 The development process on how this could be implemented 41:30 The criteria of great work 45:00 When your work evolves the transformation 47:45 The biggest challenge in the shift 50:00 When you can't see immediate progress 53:15 A practical advice --- [ 2. LINKS ] --- https://au.linkedin.com/in/brad-alphonso-637914126 --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠ https://servicedesignshow.com/circle

In our fast-paced society, we often find ourselves rushing through life. Whether meeting work deadlines or juggling personal commitments, speed and efficiency seem to rule the day. Our interactions with others have become transactional, focused on accomplishing tasks rather than building meaningful connections. Have we lost the art of genuine communication, leaving us feeling pressured and stressed, constantly chasing happiness? Sometimes, it definitely feels so. So what if we paused for a moment? What if we took the time to listen to one another without judgment or hidden agendas? Listening not to prove a point but to understand. Our guest this week, Johnnie Moore, introduces us to the concept of Unhurried Conversations. What started as a simple experiment has grown into a movement. Johnnie shares the origins of this movement, what it is at its core, and how it can be integrated into our busy lives, even in work settings where busyness often defines success. Unhurried Conversations act as a magical lubricant in our interactions, making everything flow more smoothly. I won't spoil the surprise, but if you feel lucky, take a guess about what this magic entails before diving into our conversation. In a world where change takes time, patience is an essential trait for every service design professional. I really do think that embracing an unhurried mindset can be a simple way to strengthen your patience muscle. Enjoy and keep making a positive impact :) ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 191 05:00 Who is Johnnie Moore 05:30 How he stumbled with service design 06:30 Lightning Round 08:00 Topic for today: Have More Faith and Curiosity 10:30 It's not a secret: Unhurried Movement 13:00 The talking stick process 15:00 The experiment 17:00 Current state of Unhurried Movement 20:30 The result when people engage in the process 26:30 What it requires for a participant 30:00 What might not work - The Risk 33:15 The effects, level of progression when you "Unhurry: 35:00 Value in not doing and only listening and repetition 38:00 Advise when doing Unhurried conversation 43:45 Not having an agenda 46:00 Making human connections --- [ 2. LINKS ] --- https://www.linkedin.com/in/johnnie-moore-2323/ unhurried.org https://www.unhurried.org/book The Answer to How Is Yes: Acting on What Matters by Peter Block (Book) - https://a.co/d/dl7L8pJ Reach out directly to Johnnie: johnnie@johnniemoore.com --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Design has failed... There's a growing narrative that design has fallen short, failing to tackle important business challenges and truly impact customers' lives. But let's dive deeper. Was this a predictable narrative from the start? In recent years, design often found itself working within confined parameters, struggling to fit into an agile, time-boxed, and predictable fashion. Trying to responsibly and get in line with the rest of the business. I've seen many talented service design professionals work their *ss off, still trying to deliver the best work within these boundaries. But the odds were always against them. Perhaps it's our optimism or the sheer challenge that leads us to believe we can reshape design to fit within these constraints. We tried, and to some extent, we succeeded. But when we're honest, the result often resembles a watered-down, marginalized version of what design is truly capable of. So, it's not surprising to come across critiques regarding the impact of design. The question is, how do we get ourselves out of this messy situation? Our guest in this episode, James Helms, offers some intriguing insights. One key aspect is to reconnect with design's superpower: crafting solutions that resonate with people on an emotional level. Additionally, we must find ways to get our executive leaders along this journey. Helping them see how it contributes to the bottom line. We can and should also take more responsibility for the work we deliver. If that's not living up to our standards, we need to voice concerns. And when those concerns go unheard, sometimes, we must bravely decide to seek a more supportive environment. If you also sense the potential for design to tackle bigger and more meaningful challenges but struggle with the practicalities, this conversation will give you some food for thought. The conversation with James got me thinking again about the ever-present balance between a business's quest for predictability and the way design works. How predictable can our work be before it loses its magic? Enjoy the episode, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 190 05:30 Who is James 08:30 How James came across Service Design 11:00 Lightning Round 13:00 Design's current state 17:15 Design's value at the expense 19:15 The agile process 25:30 Design core values success stories 31:15 How to maintain the status quo? 32:00 Domino Effect 40:00 The Dilemma 50:00 Anecdotal evidence and stories 54:00 Is it our fault? 55:15 What's a better strategy? 1:03:00 Piece of advice 1:08:30 Three tech poles of a great creative 1:10:00 What James is doing now --- [ 2. LINKS ] --- https://www.linkedin.com/in/jameshelmsad/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

ResearchOps, it's a real game-changer... To drive home why, let me share a personal story. I've been producing this podcast for six years now. There are at least 60 steps that need to be completed before a conversation reaches your ears. Over the years, I've put different systems in place to make the production process run smoother. But here's the interesting part: Today, I spend about the same amount of time on each episode as I did in my first year. So what's changed, you ask? Now that I've standardized and documented the entire process, much of the logistical overhead is out of the way. I use that time to focus on our guests and the quality of our conversation -- the magic happens there. So, what does this have to do with research? Well, what if we applied a similar approach to research? We all know that there's no service design without research. However, getting the time and resources needed for proper research is tough. Research is still often seen as an expense to be minimized rather than the investment it truly is—an investment that multiplies the value of your work down the line. How can we streamline the research process to free up more time for the real magic to happen? Well, that's where ResearchOps comes in! It's a community of passionate professionals looking into how research can be done smarter and deliver more value. Our guest in this episode, Kate Towsey, is at the forefront of this community. In our conversation, we discuss how we, as service design professionals, can benefit from the work done by the ResearchOps community and why service design plays a crucial role in making ResearchOps even better—a beautiful self-reinforcing loop. One important point from my conversation with Kate is that streamlining the research process isn't about doing less research—it's about increasing its quality. Enjoy the chat, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 189 05:00 Who is Kate 06:30 How I stumbled into Service Design 09:00 Lightning Round 11:00 Intersection Between ResearchOps and Service Design 14:15 What is ResearchOps? 20:45 Importance of a Research Library 27:00 The Secret to Research 32:00 How it impacts adoption 37:00 What's missing with ResearchOps 44:00 Importance of Research Strategy 48:30 Advise when connecting with a ResearchOps 52:00 The Future of ResearchOps 55:30 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/katetowsey/ ResearchOps Community - https://chacha.club/ http://katetowsey.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

There is no way around it; you have to lead... Here's the elephant in the room: Being in a leadership position can be a lonely and isolated endeavor. As service design professionals, we often find ourselves in situations where people look up to us on what to do next. They put their trust in us to set out the course and direction. Great, right? Well, if you're the one who has to carry the weight of making the correct call each and every time, it can easily lead to unhealthy situations and potentially burnout. Not to mention that the challenges we work on are simply too complex to solve in isolation. But it doesn't have to be this way, as our guest, Amelia Diggle, shares in this episode. In our conversation, Amelia shares some unconventional leadership practices that promote collaboration, effectiveness, and even fun, from working out loud to deep listening and mindfulness. Amelia's insights offer a much-needed, refreshing perspective on compassionate leadership. As you'll hear, regardless of whether you hold a formal leadership role or not, you can inspire change by modeling positive behavior. So please join us for the chat and what it takes to become a compassionate leader who achieves results. --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 188 05:30 Who is Amelia 08:00 Lightning Round 10:15 How we can be more collaborative leaders 13:45 Design having more influence 16:45 Leadership isn't collaboration 21:00 What to expect to do differently 22:30 What's "Working Out Loud" 27:00 How to get people to work on the right level 29:15 What to Avoid 35:00 Being Good at Listening 42:30 Am I Listening Enough 43:30 Dealing with a Loud Person 49:30 A Pivotal Milestone 52:30 Importance of having a Vision Statement 57:45 Piece of advice 1:00:30 Connect with Amelia --- [ 2. LINKS ] --- https://www.linkedin.com/in/adiggle/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle