Reflecting on the evolution of service design / Patrick Quattlebaum / Episode #179
In this episode, we dive deep into the insights and experiences of Patrick Quattlebaum, co-founder of the renowned service design agency Harmonic Design.
With Harmonic's recent 5th anniversary, I seized the opportunity to discuss what Patrick learned along this journey.
You'll hear inspiring perspectives on the challenges of running a service design agency, the essence of effective leadership, and the future of our field.
We also delve into the highly anticipated sequel to his co-authored book, "Orchestrating Experiences," which has become a classic in our industry, transforming how companies approach customer experience.
Coincidentally, as the book also celebrated its 5-year milestone this year, we explore how the landscape has evolved since its publication and the new chapters Patrick would include. Prepare for some surprising insights.
This conversation is unlike what you're used to on the Show, mainly thanks to the Harmonic Design team's collaboration in helping me shape the questions. Their contribution created a truly unique episode.
If you're ready for an insightful and light-hearted discussion with one of the icons in our field, don't miss this episode.
A big thanks to Patrick for being such a good sport and allowing me to throw some curveball questions at him :)
Enjoy the episode!
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 179
02:00 What excites you
08:00 Service design cocktail
10:30 Proudest moments
14:00 Biggest surprise in the pandemic
17:00 Orchestrating experiences
25:00 The next chapter
27:15 Challenging situations
33:00 Leadership traits
36:30 Vision for the future
42:30 Importance of role models
45:15 The perfect dinner
47:00 Influence of service design
49:30 Who is your inspiration
51:00 What needs an iteration
54:00 Secret ritual
55:00 Alternative career
57:15 Words of wisdom
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
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