Service Design Show

I'm sure you've seen the news...At the outset, the recent announcement of the "America by Design" initiative and the new "National Design Studio" is quite exciting. It’s a huge spotlight on our field.But it also feels a bit strange, doesn't it? Because it wasn’t so long ago that the US government had 18F, an entire organization dedicated to improving the user experience of its services. And then, in early 2025, it was deemed "non-essential" and unceremoniously "deleted".One of the people right in the middle of it all was our guest, Ron Bronson. As the Head of Design at 18F, he was at the forefront of applying service design within the complexities of government. So, you can imagine that when Ron sat down with me for the conversation, it wasn’t just a walk in the park. We dove into some juicy questions that challenge the very core of our practice. Is service design too opaque and stuck in its own craft? What if we reframed our work as a form of “design as repair”? Why might AI actually be the biggest blessing for service design yet? I can assure you, this is a conversation that will get you out of your comfort zone in the best way possible. So, if you’re ready to be challenged with some fresh perspectives, make sure you tune in to this one.Even though we tackle some pretty huge topics in the episode, Ron brings it all back to a simple, powerful idea right at the end of the conversation. Can you take a guess? (Hint: it’s about zooming in, not out ).Enjoy the episode and keep making a positive impact!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 23604:00 Who is Ron05:30 Service design is too opaque 07:45 Importing service design to the US09:30 Conversations designers should be having10:00 The "best service experience" during a crisis12:50 The Trojan Horse strategy for designers14:30 Creating a "pull" for service design from within17:30 The power of doing "uninvited" work23:00 Examples of a golden nugget26:00 Trust as a core deliverable27:00 What students get wrong about design29:45 The gap between conferences and reality32:00 Idea of consequence design34:30 Design as repair: A new mindset37:30 The "forward deployed" designer.39:30 What would change if we adopt this mindset 45:00 Making service design ubiquitous46:30 Right way to frame a problem48:30 Are organizations in the service business?51:30 The blessing & curse of "doing the work"54:15 How he hopes service design would look in 3-5 years57:00 AI: A blank space for service designers59:15 Questions to ask about AI1:01:14 Malicious path vs. ideal path1:02:45 A question to ponder1:04:30 What can you fix1:07:15 Get in touch --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/ronbronson/BlueSky - https://bsky.app/profile/ronbronson.com Website - https://www.ronbronson.design/ https://consequencedesign.org/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle--- [ 4. FIND THE SHOW ON ] ---Youtube ~ https://go.servicedesignshow.com/236-youtubeApple ~ https://go.servicedesignshow.com/236-appleSnipd ~ https://go.servicedesignshow.com/236-snipdSpotify ~ https://go.servicedesignshow.com/236-spotify

This can't be true... It was a revelation that left Mauricio Manhaes in disbelief. A disturbing pattern emerged during his research on what it means to cultivate a design-driven culture in everyday work. Doing research is much like connecting dots, where individual stories often lack groundbreaking insights. However, unexpected patterns can suddenly emerge when you look across these stories. And that's exactly what happened when Mauricio interviewed some of our field's most accomplished, experienced, and respected professionals. These professionals were generously sharing their work journeys and challenges. But when Mauricio zoomed out and started to reflect on the stories, he realized these challenges weren't rooted in a lack of skills or resources. A deeper, systemic issue is at play, limiting design and designers from living up to their full potential. Mauricio has recently published his findings and came on the Show to share them with us. Join us to gain insights into what might be limiting your impact, and walk away with a practical tool to help you have constructive conversations about this topic with peers. What I deeply appreciated about Mauricio's approach is that it's all about understanding and improving, not about assigning blame. Enjoy the conversation, and as always keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 186 06:30 Who is Mauricio 08:15 Lightning Round 17:45 Being part of the decision-making 20:00 What Social Exclusion is like 23:00 Verbal hostility in the workplace 24:15 Realizing the issue: Workplace Bullying 31:00 Feminity and design 38:00 Journey mapping the issue 43:00 Taking ownership of the issue vs being the victim 48:15 What should be explored next? 52:15 The action plan: what we should do 54:15 Get in touch with Mauricio 55:00 How can we devise more ways --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/manhaes/ Truths and Method by Hans-Georg Gadamer - https://shorturl.at/rBOQW Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20 - https://www.youtube.com/watch?v=VCjrMUz_gk0 Slidedeck used on the SDN Global Cafe - https://www.linkedin.com/posts/manhaes_to-fit-or-not-to-fit-touchpoint-vol-14-activity-7087067423404634113-358C -- Compilation of the main discussion points that emerged after the SDN -- Cafe and the related LinkedIn post (above) - https://www.linkedin.com/pulse/designers-treated-like-women-organizations-mauricio-manhaes-ph-d-/ SDN link to the article - https://www.service-design-network.org/touchpoint/tp14-1-the-employee-journey/tp14-1-to-fit-or-not-to-fit Download the Journey Map - ⁠https://drive.google.com/file/d/1TGW2TmcvIZSg6pV53wU4Z4l4ECHXUzGF/view?usp=drive_link⁠⁠ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Do you ever wonder about the "so what?" of your journey maps...To this day, I often see that journey mapping is treated as a "documentation" exercise. Basically as a way to visualize our customers experiences. And while having that visual overview is useful, it's just the beginning.As you probably know, the real challenge is turning that understanding into action that actually impacts your customers (and your business). Not a small challenge by any means.That's why this episode of The Journey Management Playbook is fully dedicated to it.We're already into episode six of the series, and if you haven't seen the previous ones, you can find the full playlist in the show notes. So far, we've gone from defining a business challenge to using AI to generate and enrich insights. We’ve covered how to structure and simplify your journey to be more action-biased.But all of that work is just a foundation. The journey map we've created is a reflection of the current state, and the key question still remains: What do we do now?In this episode, Tingting Lin from TheyDo and I finally answer that question. We dive into the crucial building blocks of opportunities and solutions, and you’ll see what is key to turning your journey maps from static documents into dynamic drivers of lasting business impact.We also tackle a few common pitfalls to avoid like:Jumping to solutions before defining opportunities.Cheating with the opportunity statement.The tendency to over-document.And turning journey management into a separate workflow.As you'll hear, this episode is again packed with practical advice to help you move beyond mapping to true journey management in the most effective way.What are your biggest challenges in moving from insights to action? Leave a comment on YouTube or Spotify, or reach out on LinkedIn. We'd love to hear from you.Enjoy and keep making a positive impact!Be well,~ Marc---[1. LINKS 🔗 ] ---👉 Playbook Slides - https://go.servicedesignshow.com/ofmtc✅ Sign up for TheyDo - https://go.servicedesignshow.com/prcde--- [ 2. GUIDE ] --- 01:00 Recap from previous episode04:00 Core Problem with Static Journey Maps06:00 Introducing the "Solutions" Building Block10:00 Defining "Opportunities"12:00 The triple diamond workflow15:30 Real-world opportunity16:00 Why we separate Opportunities & Solution18:30 Where to look for the opportunity first22:00 Off-boarding Problem as a Case Study24:30 Connecting the Problem to the Solution Quickly28:00 Distinguishing Between Problems and Opportunities32:00 Pain Point to an Opportunity36:30 Importance of Language in Naming Opportunities38:00 Debate About Using AI in this Process40:00 Who are we writing these opportunities for45:00 Connecting Opportunities to Strategic Objectives47:00 Summary of Opportunities49:00 Transitioning to "Solution" Blocks51:00 Example of a Concrete Solution59:45 Practicality of Using Solution Types1:02:00 Defining Statuses1:06:00 Connecting Solutions to Opportunities1:08:00 Final Summary --- [ 3. FIND THE SHOW ON ] --- YouTube ~ https://go.servicedesignshow.com/journey-management-playbook-06-youtubeSpotify ~ https://go.servicedesignshow.com/journey-management-playbook-06-spotifyApple ~ https://go.servicedesignshow.com/journey-management-playbook-06-appleSnipd ~ https://go.servicedesignshow.com/journey-management-playbook-06-snipd

The things service design professionals have to deal with...Okay, so your boss tells you drive to a place with “a great view,” hands a full tank of gas, and wished good luck. Oh and by the way, we need to be there in 30-days, no compass, no map.Now take a guess, how likely is it that after a month you'll have arrived at exactly the location they had in mind. I'd say anything higher than 0 is an optimistic perspective.This sounds pretty absurd, right? But I'm not making it up.But how often have you been in that exact situation at work? The destination is vague, nobody can tell you where you are today, and there’s no way to know if your actions are actually moving you in the right direction. And the cherry on top is when you're asked for hard evidence that you're getting closer, while someone else gets praised for reporting a higher average speed than last week. Yeah, but dude, are we even moving in the right direction? So painful and frustrating.If you didn’t know better, you might think this is the plot of a bad comedy. But based on the conversations I'm having, this isn't an exception; it's the daily reality for most of you.So, what are we going to do about it?Even though the situation might feel a bit hopeless, the good news is that it’s certainly not. Last year, I had Stacey Barr on the show to talk about measurement. She’s spent her career becoming an expert in using measures as a truth seeker. Guess what that conversation became the most-watched episode of the year.In this episode, Stacey is back to show us how to untangle this mess.There’s a remarkably simple process, that looks a lot like design, to get from vague goals to meaningful measures, clear targets, and effective actions. It’s a method that gives you real leverage to achieve the impact you want to make. So if you want to learn how to put measures in place that are actually meaningful, prove your work is moving the needle, and do it with more confidence, definitely don’t miss this episode.What's becoming clear to me is that we’re actually really good at this. We thrive in scenarios where things are undefined. We know how to figure stuff out and iterate our way forward. So once you grasp that finding the right measurements is just another design challenge, you might actually start looking forward the process...Enjoy and keep making a positive impact!Be well~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 23703:45 Measurement's surprising popularity04:30 Stacey Barr on Service Design06:00 Breaking down the measurement puzzle09:00 Measuring for empowerment10:00 addressing the gap16:30 Company cultures22:30 Beyond shipping stuff23:30 The problem when starting with measures24:00 What does influence actually mean27:00 Reverse engineering the goal29:00 The Net Promoter Score Trap32:00 Measuring across silos34:00 Challenge of individual KPIs and quotas37:00 Strategies for creating paradigm shifts40:30 Setting meaningful targets 45:45 Challenge of human-related data 52:45 defining and measuring the gap56:45 Casuality vs correlation01:1:45 The patience to shift big goals 1:03:45 The PUMP Results Map1:04:15 Introducing PUMP Light1:07:00 Where to Sign Up1:07:45 Discount for the program1:08:15 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/staceybarr/The PuMP Lite Program - https://pump.academy/pumplite/https://pump.academy/ --- [ 3. PROMO ] ---Use code SDS10 to get 10% off the PuMP Lite program, running November 11-13 and 25-26, 2025. --- [ 4. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle --- [ 5. FIND THE SHOW ON ] ---Youtube ~ https://go.servicedesignshow.com/237-youtubeSpotify ~ https://go.servicedesignshow.com/237-spotifyApple ~ https://go.servicedesignshow.com/237-appleSnipd ~ https://go.servicedesignshow.com/237-snipd

Are you tired of proving the value of service design… over and over again?Well, I'm happy to share that you're not alone. It's one of the most common frustrations I hear from professionals in our field. You work hard, you get a win, you move the needle... and then the next project starts, and it feels like you're right back at square one, making the case all over again. Sound familiar.Many of us feel stuck in this endless "prove it" loop, wondering how to get service design to move from a special invitation to a fundamental expectation.So, how do you break the cycle? How do you build momentum that lasts?That’s the challenge we take head on in this episode of our Inside Service Design series.In this series we explore the real, unpolished practice of driving change from within organizations.For this conversation, I was joined by two brilliant in-house professionals, Nancy Samayoa and Sara Langston, who are deep in the reality of this work every day.They share some honest and insightful perspectives on this struggle.Why service design can sometimes be perceived as a "threat" to the status quo.The moment they realized very few actually have seen service design at a true "scale" stage, and why that can feel so disheartening.And a powerful reframe: how to (re)define success by celebrating the small, daily, "invisible" wins that truly build momentum and prevent burnout.As with all the conversations in this series what you'll be getting isn't just some interesting theory. It's a practical guide to shifting your mindset from chasing big, elusive victories to appreciating the daily progress that ultimately leads to lasting change.So if you’re ready to hear how to play the long game and find sustainable ways to make an impact, this conversation is for you.I'm curious, have you made a habit of celebrating the small, "invisible" wins? If so how are you doing that? And if no, what's stopping you?Enjoy the conversation!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to August Round Up04:30 Sara's unexpected journey in service design06:30 Unexpected transferability of skills09:30 Nancy's path from architecture to service design12:30 "Gung-ho" applicant and a surprising hiring manager14:30 Challenges of working on in-house projects17:30 The "ooh," "ah," and "oh no" moments19:30 How service designers are approached for projects20:30 Service design as a perceived "threat" in government23:00 Linking service design activities to positive outcomes25:30 Getting past the "endless proof" stage28:30 Garden metaphor = design maturity31:45 Challenge of getting from the "prove" to the "scale" stage33:45 Risk of service design 36:30 Applying models without feeling disheartened38:00 What scaffolding looks like in service design40:30 Focusing on celebrating the wins42:00 Why we tend to focus on problems over success stories43:15 Redefining success and progress 44:00 How Nancy views her wins46:00 The Circle as an extended SD team48:15 Sara's expectations51:15 Nancy's service design expectations52:45 SD skill: Relationship building56:45 Treating stakeholder relationships like a research project57:00 Other key skill: Curiosity59:30 Question to ponder1:02:15 Final words of wisdom from Sara1:03:30 Final words of wisdom from Nancy --- [ 2. LINKS ] --- https://www.linkedin.com/in/nancy-designer/https://www.linkedin.com/in/sara-langston/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle--- [4. FIND THE SHOW ON] ---Youtube ~ https://go.servicedesignshow.com/inside-service-design-05-youtubeSpotify ~ https://go.servicedesignshow.com/inside-service-design-05-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-05-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-05-snipd

All you want to do is run away…Okay, so you’re standing in a boardroom overlooking a beautiful vineyard, leading a workshop for a major client, and the only thing that's going through your mind is: How do I get out of there?This was a real moment for this episode's guest, Ben Rennie. And it's a feeling that I think many of us can relate to, even if the setting is different (vineyards sound good though).We’ve all heard stories of people who achieve incredible success. The entrepreneur, the athlete, the professional, only to end up feeling empty and miserable. They had their eye on "the prize," did everything to get it, but upon achieving their goal, they end up more unhappy than before.Well, this story is about what happens next.Ben co-founded a design agency that, by all external measures, was a huge success. He was working for leading brands and riding the wave. But one day, during that exact workshop overlooking the vineyard, he had enough. He quit his own agency. That single decision sparked a new journey, one full of unknowns. But one thing was certain: Ben was going to rebuild his life around work that was deeply meaningful and aligned with his core values. He traded fossil fuel clients for partnerships with Patagonia, driven by a new manifesto that took him 15 minutes to write on a piece of paper, not days in a boardroom.For me, Ben’s story is a powerful reminder that we need to define what success truly looks like for ourselves... before it’s too late.So how do we define that? And what can we do to get one step closer to it every single day? That's what we're exploring in this episode.The message of this episode is so important, and surely not solely limited to service design. Because when you spend your most precious possession — your time and energy — for often 40+ hours a week, it better be towards something that gives you fulfilment and pride. The stakes are just too high.Enjoy the conversation and keep making a positive impact!Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to the show04:30 What is creativity?07:00 The price we pay08:30 The imposter syndrome story10:30 The two lives13:30 A different turn17:00 Momentum without boundaries19:00 From profit to purpose20:00 How Patagonia became a client22:00 What is systemic design?23:30 Creativity as confidence33:30 What needs to change?36:45 A word of advice41:00 The accountability of design42:30 Transition design examples45:00 Vote with your money50:00 A good starting point52:30 Legacy for the next generation54:00 Questions about creativity57:00 Fewer experts, more curiosity59:00 Resources --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/benrennieLessons in Creativity (Book) - https://benrennie.com/collections/create/products/lessons-in-creativityWebsite: https://benrennie.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle---[ 4. FIND THE SHOW ON ] ---Youtube ~ https://go.servicedesignshow.com/235-youtubeSpotify ~ https://go.servicedesignshow.com/235-spotifyApple ~ https://go.servicedesignshow.com/235-appleSnipd ~ https://go.servicedesignshow.com/235-snipd

What makes time go fast for you, and what makes it go slow...It's a powerful question that might just help you find more meaning and heck, yes even more joy in your work.We see a brighter future, but the system moves slowly. This mismatch can lead to frustration and burnout. What if the secret to creating change wasn't about the system, but about you?In this conversation with Martha Edwards, a public sector veteran, we talk about powerful personal habits that keep her effective and optimistic.In this episode we explore topics like:How to find satisfaction in work that might not bear fruit for yearsWhy the energy you bring to a room is one of your most powerful professional toolsAnd how a simple practice like writing "week notes" can be a hack to recognize your small wins and give you the motivation to keep going.This framing takes the pressure off and allows us to be kinder to ourselves, knowing we’ve contributed a piece to a larger, longer story. I'm curious if this metaphor resonate with you too.Enjoy the episode and keep planing seeds .Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 23404:00 The current state of public sector design07:30 How Systemic Uncertainty Affects Designers08:30 From "Designer" to "Public Servant"09:30 Finding Meaning in Government Work 12:30 How she can find herself still grateful16:00 Big learnings: working as a creative writer18:00 Seeing a "Parallel Universe" at UK's GDS20:00 Avoid the "Design Colonialist" Mindset22:30 How it shifted23:30 government digital service to canadian government28:30 How Sharing Work Waters the Seeds of Change30:30 what she recommends to share36:30 staying patient in a government organization38:00 how do we navigate that?43:30 Exercise to Recognize Your "Small" Wins45:15 Being flexible with your role in the public service industry48:30 How to Make Smart Compromises54:30 Finding Your Joy57:30 Question to ponder59:30 Connect with Martha --- [ 2. LINKS ] --- LinkedIn: https://www.linkedin.com/in/marthaedwardscan/ Bluesky: https://bsky.app/profile/maredwards.bsky.socialWebsite: marthaedwards.ca Readings:Going beyond planting seeds I’m a service designer and I’ve never done co-design Leading with design at the Ministry of Environment The long slog of public service transformation - by Martin and KaraBarriers to Service Design in Government - Created by Linn Vizard, Marie Serrano and Spencer Beacock --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle[4. FIND THE SHOW ON]Youtube ~ https://go.servicedesignshow.com/234-youtube Spotify ~ https://go.servicedesignshow.com/234-spotifyApple ~ https://go.servicedesignshow.com/234-appleSnipd ~ https://go.servicedesignshow.com/234-snipd

What if we’ve been led down the wrong path…When it comes to service design, we’re often told the main goal is to break down silos. And that makes sense, right?Our organizations are structured vertically, but the experiences we design flow horizontally. This clash creates friction, so the natural instinct is to declare war on silos.But what if that’s sending us in the wrong direction?Silos exist for a reason; they bring focus and efficiency to specific tasks. The real problem is often the broken connection between them. So, what if instead of trying to eliminate silos, we focused on repairing them?In this episode, I talk with Ellen Pittman, a researcher who shares a fascinating case study from a high-stakes organization struggling to meet a critical, time-sensitive performance target. On the surface, the pressure was on a single department to solve it.But as they dug deeper, they discovered the true bottleneck wasn't in that department at all, or even on the organizational chart. The real roadblocks were less visible and far more human.So what does it take to overcome these hidden barriers?Ellen found a specific mix of ingredients that allowed them to collaborate across team boundaries and address the issue with great success. In our conversation, we explore what those ingredients are and why it seems so hard for most organizations to get them right.This episode has the potential to reframe your thoughts on silos, leadership, and the roadblocks you think are in your way.A theme that I really loved exploring was how easily organizational metrics can be "gamed". We've all seen it, you hit the target but miss the actual goal... we talk about antidote in the episode.Enjoy the conversation and keep making a positive impact.Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 23305:00 Vertical vs. Horizontal Structures06:00 Ellen's Journey into Healthcare Change07:30 Hospital Case Study10:30 Real Challenge: System-Wide Impact12:30 Breaking Silos: A Hospital's Approach15:30 Leadership Beyond KPIs: True Purpose23:30 Top-Down Initative, Bottom-Up Ownership25:30 The Consultant's Fear of ED Patients27:45 Overcoming Fear with Data Experiments30:00 Data as Curiosity, Not Blame35:30The CEO's Risky Vulnerability39:30 Leadership Flexibility: When to Take Control44:30 Repairing Silos vs. Breaking Them45:30 Overcoming Jadedness48:30 Reconnecting to Shared Purpose52:30 Principles Etched in Minds, Not Walls55:30 Why Cultural Change Takes Time59:00 Insulating Change at Every Level1:01:00 Leaders & The System: Mutual Understanding1:04:00 Alan's Book: The Hive Model of Fluidity1:07:45 Question to Ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/dr-ellen-pittman-27311421a/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle--- [4. FIND THE SHOW ON] ---Youtube ~ https://go.servicedesignshow.com/233-youtubeSpotify ~ https://go.servicedesignshow.com/233-spotifyApple ~ https://go.servicedesignshow.com/233-itunesSnipd ~ https://go.servicedesignshow.com/233-snipd

I have to admit, even I got stuck...Recently, I was working on the onboarding journey for my Circle community.What started as a flexible journey inside a Miro board very quickly became a complex map that became impossible to use. With every new insight we wanted to add came questions about where it should go and how it should be defined. Due to these meta-level questions, we lost momentum, and the entire process slowed to a halt. Unintentionally, I had created a journey structure that was simply too complex to be useful in practice.Finding the right balance between structure and flexibility, as well as richness and overview, in your journeys is a challenge many of us face. That's why it's the next big problem we tackle in our Journey Management Playbook series.In the past episodes, we've used AI to generate a journey and then verified it to build trust. Now, we need to make it truly manageable.The core issue is that we often treat journey maps as containers for all information, when their true power lies in driving action. So, as we've said often, we need to shift our mindset from "journey mapping" to "journey management".The key is a simple yet powerful framework for structuring your journey. * What if the most effective journey had a specific, limited number of lanes?* What if there was a rule for how many steps you should have (maximum)?* What if there was a simple way to handle complexity without cluttering your main map?In this episode, Tingting reveals the proven framework that helps you answer these questions.With this framework, you'll be able to transform your map from a static document into a practical tool that teams can use to make informed decisions.Heads-up, this is another deep-dive where we get into the nitty-gritty details. We spend a lot of time sharing our screen, so if you're listening to the audio-only version, I highly recommend opening the accompanying slides to follow along visually. We've also included timestamps in the description, so you can easily jump back to a specific topic later on.Be well, ~ Marc--- [ 1. LINKS ] --- Playbook Slides - https://go.servicedesignshow.com/08gplSign up for TheyDo - https://go.servicedesignshow.com/scjwb--- [ 2. GUIDE ] --- 00:00 Welcome to Episode 503:00 Meet Tingting: Journey Coach05:00 Short articles at the end06:00 Series Recap07:00 Next Steps: Filling Your Journey10:00 Action-Biased Journeys15:30 Simplifying your journey17:30 Workflow First: Not Just Visuals19:55 Journey Map Evolution (V1 vs V2)27:00 Why Fewer Lanes Work29:10 Triple Diamond Workflow33:40 Framework Over Flexibility38:30 Nested journeys41:20 Lane Owners & Stakeholders45:30 Offboarding Journey Example49:00 Automatic Data Roll-Up50:00 Actionable Insights > Stories54:15 As-Is vs. To-Be Approaches1:00:30 Key Takeaways: Structure Tips1:04:00 Next Episode Preview1:04:50 Connect With TheyDo --- [ 3. FIND THE SHOW ON ] --- YouTube ~ https://go.servicedesignshow.com/journey-management-playbook-05-youtube Spotify ~ https://go.servicedesignshow.com/journey-management-playbook-05-spotifyApple ~ https://go.servicedesignshow.com/journey-management-playbook-05-appleSnipd ~ https://go.servicedesignshow.com/journey-management-playbook-05-snipd

Everyone wants change, just not for themselves…I remember a great experiment we used to do back in my agency days.At the start of a workshop, we'd ask everyone to put on a prop. It could be a hat, a pair of oversized glasses, or even a superhero cape. After some initial laughter, everyone usually played along.But the interesting part wasn't putting the props on. It was what happened in the minutes that followed.As we started the "official" program, the first person would quietly take their prop off. Then a second would follow, and so on. At no point had I instructed them to stop wearing the props, yet, one by one, they always did.It was a powerful way to confront the group with the strong pull towards conformity. Towards the default mode of doing things. Towards getting back in line.As service design professionals, we know that to create meaningful change, we have to challenge the way things are currently done. But doing anything outside the status quo is inherently risky, especially when the incentive structures in our organizations are set up to reward those who play it safe.To break free, you need a magic ingredient: courage.But how do you build this courage? And why would you risk your career when it’s so much easier to conform?Those are the big questions we explore in a fascinating conversation with Alberta Soranzo. As you'll hear, Alberta has lived these questions. She shares powerful stories about what it takes to create change. From convincing a client to choose a risky, unknown path over the safe bet, to the surprisingly profound impact of a personal choice about her own hair.We also get into what it really means for leaders to provide ‘air cover’ for their teams and how you can find the courage to challenge the system even when you feel powerless — without burning yourself out in the process.I'm confident that you’ll walk away with some unique insights from this honest conversation about leadership, courage, and taking risks.If you've been following along with the past few episodes, I think you'll start to see a clear pattern emerging. When multiple guests, independently of each other, touch on the same topics, it's probably something we should all be paying more attention to.Enjoy the conversation and keep making a positive impact.Be well,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 23205:00 Why Courage is Key for Organizational Magic09:30 Two Business Breakthroughs15:00 The "Change" Illusion17:30 Signals of true organizational change22:30 What triggered the landslide26:00 Inspiration: Oreo hair29:00 When Leadership Means Role Modeling32:00 Reframing Workplace Urgency35:00 Identity Shift: Your Job Isn't Your Whole Self39:30 Transformation of "my work does not define me, it's part of me"44:00 vulnerable act vs the real act46:00 Alberta's Role: Cultivating Team Excellence49:00 Navigating Resistance52:45 Learning from corporate rebels53:45 The Power of organizational empathy55:00 Empathy for the System59:00 Courage in Future Generations1:01:00 Struggle of helping our kids shaping the world1:02:30 Question to ponder1:05:00 Resources --- [ 2. LINKS ] --- LinkedIn - http://linkedin.com/in/albertasoranzoWebsite - https://albertasoranzo.com/BlueSky - https://bsky.app/profile/albertas.bsky.socialGood to watch - The Playlist on Netflix --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle---[ 4. FIND THE SHOW ON ] --- Youtube ~ https://go.servicedesignshow.com/232-youtubeSpotify ~ https://go.servicedesignshow.com/232-spotifyApple ~ https://go.servicedesignshow.com/232-appleSnipd ~ https://go.servicedesignshow.com/232-snipd

As a service design professional, what is your primary role...!?Are you the host who sets the table for collaboration and creates a safe space for everyone?Or are you maybe a trusted advisor, working quietly behind the scenes to help stakeholders make better decisions?Well, what if the answer is... both?This tension between hosting and advising is at the heart of the latest Inside Service Design episode, in which we explore the real, unpolished practice of driving change from within organizations.In this episode, we have a great conversation with two seasoned professionals, Seth Campbell and Phil LaDeur, who bring some honest perspectives to the table.Phil shares how we can create the perfect conditions for collaboration and influence by drawing inspiration from the concept of "Unreasonable Hospitality".And Seth talks about the importance of patience, humility, and the art of giving away choices to empower your team and build long-term trust.This is one of those episodes where you get a true peek behind the curtains and hear how other service design professionals are approaching their work.So, if you're ready to discover new ways that will help you move the needle inside your organization, this one is for you!I'm curious, in your current role, do you feel more like a "host" or an "advisor"? Leave a comment on the episode and let me know. I'd love to hear which role resonates more with you.Enjoy the conversation!Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to the June Round Up04:30 Phil's Journey to Service Design06:45 How Seth started his role11:00 The Challenges and what Seth actually does13:00 Service Design in a Faith-Based Organization17:00 Defining success in service design20:30 Seth's Personal Success Metric24:45 Phil: Small Wins & Feedback"26:00 The Circle's "Dinner Table" Discussions28:00 Hospitality as Influence (Phil)30:00 Theatrics of Design (Seth)35:00 Overcoming Time Blocks37:30 Phil's "Restaurant" Framework41:30 Seth: Hard-Earned Lessons45:45 The Caboose of a project46:00 Phil: Learning Organization Horizon49:30 Investing in Relationships51:30 Seth: Essential Service Design Skills53:30 Secret Weapon: Snacks!54:45 Phil: Skills for Impact57:30 Questions for Service design professionals --- [ 2. LINKS ] --- https://www.linkedin.com/in/seth-campbell/https://www.linkedin.com/in/phillip-ladeur/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle[4. FIND THE SHOW ON] Youtube ~ https://go.servicedesignshow.com/inside-service-design-04-youtube Spotify ~ https://go.servicedesignshow.com/inside-service-design-04-spotifyApple ~ https://go.servicedesignshow.com/inside-service-design-04-appleSnipd ~ https://go.servicedesignshow.com/inside-service-design-04-snipd

What's the last time you did something you didn't know how to do...For me, it was last week when I took up the idea of building custom Cornhole boards (fun and addictive sport, look it up) with my kids.My woodworking skills are limited, at best. And that's one of the reasons I decided to take on this project.I can tell you, now in the midst of the process, that I've already made a dozen small mistakes. However, going out of my comfort zone and doing something for the first time is weirdly what gives me a great sense of joy and satisfaction. Next to having my own custom Cornhole boards at the end of this project I'm sure that the skills, experience and knowledge I'll have gained will be useful somewhere further down the line. So in my personal life, I try to create a lot of space for these types of projects. (Sometimes a bit too much space if you ask my wife.)But what if the environment you're in is explicitly designed to stay in its comfort zone... as much as possible?The reality is that most of the organizations we work with as service design professionals are exactly just that. They are designed to keep things stable, controllable, and predictable. The incentives are basically to keep doing what we've been doing, but just do it faster and cheaper. So for us, who are in the business of experimenting and trying things out in order to drive positive change, that's a serious problem. It's easy to become frustrated with the organization's lack of risk-taking.Fortunately, there are more productive things that you can do instead of getting frustrated. Yes, even in those situations where the appetite for risk-taking feels non-existent. In this episode, we chat with ​Jen Briselli​, who's an expert at growing a learning, adaptive, and dare I say even a bit more playful mindset within organizations. As all change starts within ourselves, we explore what you can do to increase your appetite for risk and uncertainty. We explore ways to be more adaptable, even in systems designed to resist change. And why breaking through some of the common roadblocks in order to be more playful might not be as hard as you think. This is a great conversation for anyone who wants to drive change with more impact and ease. Ready to jump in?One of the insights that stuck with me is that we have more agency than we often think to shake things up a bit inside organizations. We're active participants in these systems, not passive bystanders, and everything we do has a ripple effect. Enjoy and keep making a positive impact!~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to episode 23105:00 Designing Conditions for Emergence07:00 A Shift in Receptivity09:00 Jen's Professional Journey & Inspirations11:00 Jen's Unique Path18:00 Why Systems Resist Change24:00 Creating Space and Slack26:00 The Nature of Adaptive Capacity29:00 "Wedge in the Door" & "Doorknob Moments"36:00 Observing Adaptive Behaviors40:00 Embracing the Disorienting Dilemma45:30 Confidence in Navigation52:45 Play, Risk, and Surviving Existential Threats56:30 Small Actions, Big Impact58:30 Key Takeaway: "But Did You Die?"1:00:00 Creative destruction1:01:45 Reflection Question1:02:00 Connect with Jen Briselli --- [ 2. LINKS ] --- https://www.linkedin.com/in/jbriselli/ https://www.topologyinsight.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle---[ 4. FIND THE SHOW ON ] --- YouTube ~ https://go.servicedesignshow.com/231-youtubeSpotify ~ https://go.servicedesignshow.com/231-youtubeApple ~ https://go.servicedesignshow.com/231-appleSnipd ~ https://go.servicedesignshow.com/231-snipd

What does it take to spend more of your time creating real impact...That's the central question we're exploring in our Journey Management Playbook series.In the last episode, we did something pretty amazing: we took a pile of raw data and, with a click of a button, watched AI generate a structured journey map in a matter of minutes.I'll admit even though I was a bit skeptical to start with, this felt pretty magical.But the truth is that this first draft is just the beginning.As you have hopefully seen, an AI-generated journey gives you an incredible head start, but it's not yet something you should bet your business on. So, how do you move from this first draft to a decision-making tool you can truly trust? How do you make it yours?That’s exactly where we're going in Episode 4. This is the essential next step.Once again, Tingting and I roll up our sleeves and show you the practical, step-by-step process of:Prioritizing what to tackle first, so you don't get overwhelmed.Verifying AI-generated insights to build confidence.Enriching the journey using properties to add depth.Using filters to focus on what matters most.As you'll see, we're now entering the areas where the power of modern AI-driven journey management truly comes alive. There's still a lot of work for us to do, but AI allows us to focus our time on the areas where we can add the most value.Just like in the previous episodes, we're diving deep inside TheyDo with a lot of screen sharing. If you're listening to the podcast version, I highly recommend having the accompanying slides handy to follow along visually. You can find them in the show notes.Take care,~ Marc--- [ 1. LINKS ] --- Playbook Slides - https://go.servicedesignshow.com/08gplSign up for TheyDo - https://www.theydo.com/service-design-show--- [ 2. GUIDE ] --- 00:00 Welcome to Episode 401:30 What to expect in the episode04:00 Service Design Pitfall: Over-Perfection05:00 TheyDo & Tingting's Introduction09:00 Previous Episodes Recap11:00 Diving into AI Journey Scenarios13:00 Scenario 1: AI Journey Verification15:00 Prioritizing Insights: Where to Start24:00 How to verify individual AI insight25:45 Marc's verification approach28:00 Managing Supporting Quotes & Splits33:00 Iterative AI Workflow & Refinement35:30 Clarifying AI-Generated Details & Sentiment38:00 Verifying Insight Types40:45 Adjusting Experience Impact Score42:30 Understanding Insight Ownership46:00 Summary of Verification Process47:00 Batch Editing Insights for Efficiency49:30 The Power of Tagging & Taxonomy51:00 Statuses: Tracking Workflow Progress59:00 Personas: Differentiating User Experiences1:02:30 AI & Human Collaboration: Not Obsolete1:03:00 Groups: Engaging Different Teams1:05:00 Tags: Global Dimensions for Insights1:07:45 Filtering & Prioritization with Tags1:10:45 Journey Health Score (Upcoming Feature)1:11:32 What Makes a Healthy Journey?1:12:00 What's Next on Episode 51:13:00 Audience Q&A1:15:00 Conclusion & Looking Ahead --- [ 3. FIND THE SHOW ON ] --- YouTube ~ https://go.servicedesignshow.com/journey-management-playbook-04-youtubeApple ~ https://go.servicedesignshow.com/journey-management-playbook-04-appleSnipd ~ https://go.servicedesignshow.com/journey-management-playbook-04-snipdOther ~ https://go.servicedesignshow.com/journey-management-playbook-04-other

Let's be honest, unfortunately not many business truly cares about sustainable services... The energy debate around AI is finally highlighting digital services' environmental impact. But every service, digital or physical, consumes resources: energy, materials, and even our time. As service designers, we have a moral obligation to design with sustainability at the core.This episode tackles the real challenges: clients not asking, defining "sustainable," and measuring impact. Our guest, James Chudley, shares key lessons and real-world examples from his journey, showing how he integrates sustainability into daily design.Discover what it really takes to design services that are better for customers, better for business, and better for our planet. Plus, uncover a deceptively simple design principle that guarantees more sustainable services.Can you guess what it is? The clue is in this episode.Keep making a positive impact on customers, business, and our planet!--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 23005:00 How to define sustainable service07:30 Are services sustainable?12:00 James' unique journey16:00 The Pivotal Decision22:00 Integrating Sustainability27:00 The power of minimizing30:30 Navigating Stakeholder Talks33:00 can we justify unsustainable services?34:40 From Sustainable to Regenerative35:30 Case Study: Circle Community38:15 Non-Digital Touchpoints39:57 Avoiding Measurement Paralysis43:30 Adding a "Sustainability Lane" to Journey Maps48:30 Principles42:00 Mental energy47:30 Community Design Principle Example54:30 Accessibility in Sustainable Design55:30 Sustainability as Personal Practice57:30 the trojan horse58:30 First Steps for Inspired Designers1:00:90 Resources1:02:00 Question to ponder --- [ 2. LINKS ] --- Connect with James Chudley:https://www.linkedin.com/in/jameschudley/http://www.jameschudley.co.uk/ James' 'Decarbonising User Journeys' approach to help you pragmatically decarbonise your highest value user journeysDecarbonising User Journeys @ UXGlasgow (Talk)Digital Sustainability Strategy template to help you build a clear, actionable plan for how you are going to minimise the environmental impacts of your digital services Simple Steps You Can Take To Decarbonise Your User JourneysThe principles for the design and delivery of greener servicesBooks:You Can't Make Money From a Dead Planet - Mark ShaylerDesigning for Sustainability - Tim FrickSustainable Web Design - Tom GreenwoodLet My People Go Surfing - Yvon ChouinardDecarbonise Digital - Eric ZieHow To Avoid A Climate Disaster - Bill Gates The Climate Book - Greta Thunberg World Wide Waste - Gerry McGovernClimate product leaders playbook Other Helpful Online Resources:https://sustainablewebdesign.org/https://sustainableuxnetwork.com/ https://www.sustainablewebmanifesto.com/https://designdeclares.com/ W3C Web Sustainability GuidelinesGDS Design PrinciplesGDS Service ManualTalktoFrank - The Government drugs advice websiteGreen Web FoundationWebsite Carbon CalculatorEcograderCardamon Website Carbon Calculator --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Have you ever thought about...What a therapist, a grandma, and an organ donor teach you about service design?I know, this might sound like the start of a strange joke, but it gets to the heart of a big truth about our work. We invest a lot of time perfecting our journey maps, blueprints, and personas. But as we know, the challenges we work on won't be solved by a deliverable.They're solved through invisible "tools" like subtle influence, creating space for others, and building strategic relationships. So, where do you find these tools? Well, this episode is a great start.This episode is part of our "Inside Service Design" series, where we explore the real, unpolished practice of driving change from within organizations.And just like in the previous episodes you get to hear two brilliant in-house professionals, share some of their most powerful, non-traditional strategies. This time we're joined by Irina Damascan and Gina Mendolia.Gina walks us through her concept of "Setting the Trap" for engagement, and how she draws inspiration from the roles of therapists, coaches, and even grandmas to master the art of creating space and enabling teams to connect the dots themselves. Irina introduces a powerful model for influence she calls the "Organ Donor Chain," a strategic way to build networks of reciprocity by doing "favors" that enable change across the organization, often in unexpected ways.I have to say, it was refreshing to hear about effective mental models that go beyond design-as-usual, which aren't just theories but truly help to design better services.Want to add some (unconventional) tools that help you drive change to your toolkit? Grab your notebook and join us for this conversation.What's the most unconventional place you've found inspiration for your work? Maybe a different profession, a hobby, a movie? Share your inspiration in the comments on YouTube and let's continue the conversation there.Keep making a positive impact!~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to the May Round Up!05:00 Irina's path to service design07:45 Gina's service design journey09:00 Gina defines success11:00 Irina defines success17:00 Challenges Gina tackles19:00 Irina's service design role24:45 Gina's dinner table session29:30 Adding inspiration30:30 Irina's session insights40:30 Gina's life-simplifying tactics45:45 In-house misconceptions51:00 How Gina measures success56:00 Advice for younger Irina58:30 Irina shares an example1:03:00 Gina's motivation1:04:30 Questions to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/irinadamascan/https://www.linkedin.com/in/ginamendolia/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Ever feel like your most crucial work goes unnoticed? Just like the essential "cooling fluid" of a car, much of service design's impact—making teams efficient and processes smooth—operates in the background. But when it's missing, chaos erupts.In this episode, our guest Kat Thackray dive into the invisible, yet vital, work that drives true change in service design. We'll explore why this intangible effort is often overlooked, what it actually looks like in practice, and actionable ways to gain the recognition and resources you deserve.If you're tired of your crucial contributions being taken for granted, this episode is your roadmap to getting that unseen work finally recognized.Enjoy the conversation, and keep making that positive, even if sometimes invisible, impact!~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 22904:15 Who is Kat Thackray05:00 The Consultant's Dilemma07:45 Kat's "Aha!" Moment: Prioritizing People10:30 Painful Status Quo of Teamwork15:00 Why Organizations Overlook "Soft Skills"19:00 How COVID-19 Shifted Design Focus21:00 Bridging Strategy & Delivery26:30 The Need for Team Coaches29:00 The "Ted Lasso" Effect32:00 Expanding the Designer's Toolkit34:45 Jack of All Trades vs Specialized Expert35:45 Unpacking the "Golden Thread" of Collaboration40:45 Practical Steps for Healthier Team Dynamics43:45 Navigating Tricky Power Dynamics47:45 Recognizing Team Vulnerabilities51:15 The New Skills Emerging in Design51:45 Empowering Your Team Members53:45 Connect & Learn More: Resources55:15 Kat's Final Advice for Designers57:15 A Question to Ponder --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/katherinethackrayhttps://the-shift.ghost.io/ https://www.peopleequalspurpose.com/ Thinking, Fast and Slow by Daniel Kahneman (Book)--- [ 3. FIND THE SHOW ON ] --- YouTube ~ https://go.servicedesignshow.com/229-youtubeApple ~ https://go.servicedesignshow.com/229-appleSnipd ~ https://go.servicedesignshow.com/229-snipdOther (RSS) ~ https://go.servicedesignshow.com/229-other--- [ 4. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

It's time to continue our journey...In episode 1 of the Journey Management Playbook we pinpointed a key business challenge that we want to tackle. The focus of episode 2 was all about gathering qualitative and quantitative data to understand the 'what' and the 'why'.But now comes the big question: How do you transform all that valuable material into clear insights and identify the opportunities that will actually make a tangible impact, fast? Where should you even start to make sense of it all and prioritize your efforts?This is where the rubber meets the road, and it's exactly what we address in episode 3. We're diving into the crucial first steps of structuring and scoping. Just like in the past episodes, we're joined again by Tingting Lin from TheyDo, who shows us how to take our raw data and, with AI as our powerful co-pilot, quickly generate an initial, structured journey map.This episode helps you understand how to:Take your raw qualitative data (like survey responses or interview notes) and use AI to generate an initial, structured customer journey mapBegin making sense of AI-generated insights by understanding different insight types and how to initially prioritize them.Enrich an existing journey structure with new data using AI, effectively showing how to augment prior work with fresh insights.Our goal with this whole series is to help you use journey management to make tangible impact faster, and as you'll see AI is a great tool to accelerate this process.Important Note: This episode features a lot of screen sharing as we build a journey live inside TheyDo. So to get the most out of it, I highly recommend watching the video version on YouTube or having the accompanying slides (link in the show notes) handy if you're listening to the podcast edition.Enjoy and keep driving that positive change.~ Marc[ RESOURCES ]Playbook Slides - https://go.servicedesignshow.com/0nz_4Sign up for TheyDo - https://www.theydo.com[ GUIDE ]00:00 Episode 3: What to Expect02:30 Introducing Theydo & Tingting's06:00 The Big Picture07:30 Episode 2 Recap08:30 Offboarding Sources09:30 The Goodbye Email Data12:00 Working with Unstructured Data13:30 Miro Board: Structuring Insights14:30 First Step in Journey Management15:00 Generating a Journey with AI18:00 Starting a New Journey in Theydo20:00 AI-Generated Journey from Scratch23:00 Enriching an Existing Journey31:00 Blank Slate36:00 Collaborating with AI: Verifying Insights42:00 Check Mapped Insights46:00 Workspace Insights Overview49:00 3 Ways Prioritizing Verification50:00 Prioritizing with Pain, Gain & Observations51:30 Starting with Pain Points1:04:00 Bonus Questions from Previous Episode[ RSS LINKS ]🍿 YouTube ~ https://go.servicedesignshow.com/journey-management-playbook-03-youtube 🎧 Spotify ~https://go.servicedesignshow.com/journey-management-playbook-03-spotify 🍏 Apple ~ https://go.servicedesignshow.com/journey-management-playbook-03-apple✂️ Snipd ~ https://go.servicedesignshow.com/journey-management-playbook-03-snipd🎙️ Other ~ https://go.servicedesignshow.com/journey-management-playbook-03-other

Why does doing good service design often feel like an uphill battle...Okay, I'm on a mission this year to find the best recipe for BBQ Chicken Wings (recommendations are welcome, by the way).Over the weekend, I was experimenting with a new one (I'd give it an 8.5/10), and then it struck me.I can have the most delicious recipe, but if my guests turn out to be vegetarian, we spontaneously decide to go out for dinner, or the kids are just tired of eating chicken again, it won't matter. No one will appreciate my tasty chicken wings, no matter how hard I try.And obviously, the problem isn't with the recipe itself.Well, you might be surprised how often this exact scenario plays out in our work in service design.We pour our hearts and souls into crafting solutions that should create a positive impact on users and our organizations. Yet, somehow, a lot (maybe most?) of these well-designed solutions never actually see the light of day.Is it because they are bad solutions? Assuming you know what you're doing, most likely not.So, there must be something else going on. Are there other critical success factors (like knowing your guests are vegetarian) that we tend to overlook when we're so focused on perfecting the "recipe"?It turns out there are (which probably isn't a huge surprise to many of us).So what are these other success factors? And most importantly, how do we understand them and maybe even turn them in our favour?That's what we discuss in this episode with our returning guest, Brad Alphonso.Brad has led numerous service design initiatives from the initial idea all the way through to implementation inside a large, regulated, and pretty complex organization. He's open about the fact that not all of these initiatives had the impact he hoped for, but over the years, his success rate has gone up significantly.In this episode, we look back and reflect: Was it luck? Was there a magic breakthrough, or did the 'game' itself change somehow for him?So if you want to move the needle with your work, instead of it feeling like a constant struggle, this episode offers important clues – around understanding your organisation's real momentum and how decisions actually get made – that could help you navigate much more effectively.This conversation made me reflect on the fact that I see so many talented service design "players" out there. And I do wonder how many of us are, at times, playing the wrong game... let's try not to be that person.Keep making a positive impact!Take care,~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 22804:00 Brad's hopes for the conversation06:00 Challenges in Brad's role09:30 Business challenges11:00 What gives teams headaches13:00 Service design definition15:00 Current operating systems20:30 Importance of service design24:45 Problem ownership27:00 Alternative O.S. for solving wicked problems30:00 Types of tools used32:00 Strategy document examples33:00 Three questions to ask your CFO34:30 What is "good enough"?36:30 Observing changes in your work39:45 Tools for clarifying the operating system42:00 Avoiding naivety45:00 Winning the 'game' as a toolkit 47:00 What are we missing?49:00 Obvious next steps - idea to inception53:00 Why some projects fail55:00 Pitfall perspective - pre-mortem activity56:30 Summary of the Alternative O.S.58:00 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/brad-alphonso --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Are they lying to us...You often hear people say that driving change as an in-house service design professional often feels less like a sprint and more like a marathon, right?But let's be honest, that's not quite true.In reality, it's more like running an ultra-marathon (and some more).We all know that "tangible" progress in service design can sometimes feel slow and far removed.Often, the real challenge isn't about which tools, methods, or frameworks you use.It’s about keeping your internal flame burning and maintaining momentum inside the organization, especially when things get tough.But here's the good news: some professionals have found ways to play the long game successfully.So, how do you sustain your energy, passion, and impact when the work feels like a long-distance race (without a clear path and unknown finish line)? That's what this new episode is all about.It’s part of our new series where we dive into the actual, unpolished practice of in-house service design.For this conversation, I was joined by two experienced professionals, Linn Jansson and James Field.They are both deep in the daily realities of this work and truly get what the "in-house marathon" feels like.Linn and James share some honest insights – not just about their diverse journeys into service design, but specifically about how they navigate these long-term challenges and, crucially, how they keep their motivation high.In this episode, you'll discover where they find their 'fuel', including:The power of supportive teams and communities.The importance of recognizing those small (but mighty!) wins.How they’ve learned to see and appreciate the long-term shifts they are making, even when it's tough to notice day-to-day.So, if you're looking for some encouragement, practical perspectives on resilience, or simply the reassurance that you're not running this marathon alone, I think you'll get a lot from this episode.And on that note, I'm curious: What keeps you motivated when you're deep in the in-house design marathon? Hit reply and let me know.Enjoy the conversation and keep making a positive impact!Take care,~ Marc--- [ 1. GUIDE ] --- 00:00 In-house Service Design Realities03:30 Linn's Journey06:00 James's Journey07:30 Defining Success09:00 Linn's Success View10:30 Measuring Progress14:00 James on Influence17:00 Measuring Enablement18:30 Articulating Value22:00 Why IMGD Helps23:45 James on Influence26:45 Org Influencing Designers27:45 James's Sales Example29:00 Keeping Design Sensibility34:00 Misconceptions about SD37:30 Linn's In-house Challenges38:00 Linn on Failure42:00 Gentle Activism46:00 What to Strive For48:30 Learning More49:30 James's Motivation52:30 Linn's Motivation54:30 James's Final Point55:00 Linn's Final Say --- [ 2. LINKS ] --- https://www.linkedin.com/in/linn-janssonhttps://www.linkedin.com/in/jamesadamfield/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

Have we, as the design field, contributed to the erosion of our social fabric over the last years...I had a big week recently. My daughter received the news about which high school she'll be attending next year. In the Netherlands, we have a lottery system for high schools; you list multiple options and hope fortune smiles upon you for your first choice. The second option on my daughter’s list involved a 45-minute bike ride, which is quite a journey, even by Dutch standards.A few weeks prior, we’d made that bike ride together to visit the school. Reflecting on those 45 minutes, it struck me.The experience is, of course, completely different when you make that journey alone compared to when you’re riding alongside your best friend to school.Suddenly, those 45 minutes take on a totally new meaning. So, in this case to make the journey more enjoyable, you don't have to redesign the roads, you need to design for connection.This got me thinking: What if we shifted our focus in design? What would happen if we started designing more for groups instead of just individuals, for 'together' instead of 'alone,' for co-experience and communities? And what is the price we pay if we don't? It seems that many other fields already embraced the importance of community, while design seems to be trailing behind, why is that?These questions have been going through my mind a lot lately.That's why I was particularly excited to chat with James Lang. James, a founder of the collective Together by Design, has spent the last few years deeply immersed in the world of community design.In this episode, we explore why community design is an essential, yet often overlooked, part of the service design toolkit and share practical ways to build stronger connections through design.So if you're looking to design better, more humane services while strengthening our communities at the same time, this is the perfect episode for you.James and I had a fun debate about the art and science of knowing if your community is "working". I'm curious which side you’ll lean towards after listening.Keep making a positive impact and design for community!~ Marc--- [ 1. GUIDE ] --- 00:00 Intro / Welcome04:00 Why Design Communities?07:30 Community defined by James10:30 Sense of Belonging12:00 Together by Design16:00 Why Study Communities?26:00 Changing Our Approach30:30 Ethics in Design31:00 Ethics in Community Design34:00 Cult vs. Community / Power Dynamics37:15 Community Defined by Marc31:30 Community Ownership & Power40:45 Commercial Communities42:00 Non-Commercial Communities42:30 Money in Non-Commercial Communities47:45 Community Health KPIs51:45 Marc's Community Example52:45 James on Marc's Community56:00 Why Measure Community?57:00 Measuring Community Signals58:00 Intentional Community Building1:01:00 Resources & Get Involved1:02:30 James' Closing Thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/jameslangresearch/https://www.togetherbydesign.org/https://www.linkedin.com/company/together-by-design/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle