The secret to getting Service Design in the driver's seat / Brad Alphonso / Ep. #192
Service Design Show
The Future of Self-Design and Practical Advice
Exploring the importance of implementation, measurement, and collaboration in self-design.
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
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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
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