This one was a challenge... I'm trying to summarize the episode you'll hear with Adam Lawrence and explain why you would want to tune in.

Ironically, of the key takeaways from the conversation is that words can be very limiting, especially when dealing with challenges that involve complex intangible human experiences.

This is why you see many other, richer forms of communication being used in service design. We love to visualize, prototype with LEGO and even act things out. And what we find is that these forms of communication, which look deceivingly playful to outsiders, lead to better and faster decision-making.

It's not just about being more effective either; by focusing on words as the primary way of communication, we exclude those who could contribute meaningfully through other expressive means.

However, as I'm sure you know, not everyone feels comfortable with these alternative forms of communication, even though they are more effective and inclusive.

Many organizations crave certainty, logic, and definitive answers, leaving little room for ambiguity.

This brings us back to the conversation with Adam. We delve into why non-designers hesitate to embrace richer forms of communication and the fears and anxieties associated with it. And how can we lead by example to create a pull effect rather than imposing our methods dogmatically onto others.

So, all in all, we cover a lot of ground in a conversation where we advocate for using fewer words :)

A standout message for me was when Adam said that the riskiest thing a business can do is stick to the status quo.

Enjoy the episode, and keep making a positive impact.

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 178
06:30 Who is Adam
08:30 Lightning round
12:00 Implicit vs explicit design
17:00 The limitation of words
20:00 It's just faster
23:00 Using richer data
27:30 The tension in design
32:00 Investigative rehearsal
34:00 Subjective value
37:15 Do we get it
39:45 What's stopping us
41:45 Increasing the odds
46:00 Pull vs push change
50:30 Common objections
53:00 Creating a safe space
59:00 Things are changing
1:00:30 Call to action
1:01:30 Closing thoughts

--- [ 2. LINKS ] ---

* https://www.linkedin.com/in/adamstjohnlawrence/
* http://globaljams.org
* https://www.cocreationschool.com

* This is Service Design Thinking (book) - https://amzn.to/3NdT0gx
* This Is Service Design Doing (book) - https://amzn.to/3qY6zco

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

https://servicedesignshow.com/circle