Ep 1. - Marc Fonteijn - Driving with discipline and curiosity
Nov 22, 2024
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Marc Fonteijn, a key player in the service design community and founder of 'The Circle,' shares his journey from software engineering to shaping service design practices. He discusses the evolution and dual nature of service design, balancing commercial and philosophical aspects. Marc highlights the importance of community, self-reflection, and mental well-being in avoiding burnout. The conversation also explores the challenges of community management, the need for supportive networks, and the crucial role of discipline and curiosity in maintaining motivation.
The evolution of service design reflects a shift toward integrating both philosophical and commercial considerations in promoting ethical, purpose-driven work.
Building a supportive community like The Circle fosters deep relationships among service design professionals, emphasizing the importance of openness and trust.
Influencing within organizations is akin to gardening; it requires nurturing relationships and investing time to create meaningful, lasting impacts.
Deep dives
Mark's Journey into Service Design
Mark's journey into service design began from a unique background in software engineering, where he initially explored location-based services before realizing the potential of QR codes. He was one of the early adopters of QR technology, using it in creative ways to bridge the gap between the digital and physical worlds. His experiences show that transitioning from engineering to service design involves leveraging systematic problem-solving skills while embracing a diverse range of materials and approaches. This evolution highlights the importance of adaptability and innovation in effectively addressing service design challenges.
The Circle: A Community of Service Design Professionals
The Circle serves as an inclusive community for in-house service design professionals, providing a supportive environment for sharing experiences and learning collaboratively. Members meet regularly to exchange stories, challenges, and insights, fostering a sense of belonging and connection. Mark emphasizes the importance of keeping the community intimate, as this encourages deeper participation and genuine relationships among members. By focusing on qualities such as generosity and openness, The Circle cultivates a culture where individuals can thrive both personally and professionally.
Navigating Challenges in Community Building
Mark acknowledges that building and maintaining a community comes with its share of challenges, particularly when it involves making tough decisions about membership. He emphasizes the value of having open discussions about possible mismatches in values or personalities to protect the community's culture and integrity. To ensure a strong and cohesive group, he is committed to having difficult conversations with potential members, prioritizing the community’s trust and quality over mere expansion. This approach highlights the need for emotional intelligence and accountability in fostering a safe and productive space.
The Evolving Landscape of Service Design
The field of service design is currently experiencing a split between philosophical and commercial approaches, with a growing emphasis on purpose-driven work alongside traditional business objectives. Mark's observations regarding this duality reveal the need for service designers to navigate ethical questions and societal impacts while also creating viable solutions for commercial entities. He believes that the decline in service design titles may indicate a shift toward a more integrated approach where design principles permeate various organizational roles. This evolution encourages a reevaluation of what it means to create and implement service design in diverse contexts.
Influence and Growth in Service Design Roles
Influence within organizations remains a key topic for service designers, as being effective requires building trust and fostering relationships over time. Mark likens the process of influencing to gardening, where continuous nurturing and investment in connections lead to meaningful impact. He notes the importance of gathering insights and support from the community to enhance members' confidence and sense of belonging. Through strategically approaching influence as a skill that evolves, service designers can better advocate for customer-focused initiatives while staying committed to their unique design principles.
In this conversation, Jochem Van Der Veer interviews Marc Fonteijn, a prominent figure in the service design community, discussing the evolution of service design, the importance of community, and the challenges faced by service designers today. They explore the dual nature of service design—commercial versus philosophical—and the ethical responsibilities that come with it. Marc shares insights on cultivating influence within organizations, the significance of personal growth, and the ongoing issue of burnout among service design professionals. In this conversation, Marc and Jochem explore the evolving landscape of service design, discussing the importance of individual contributors, the integration of design thinking into leadership roles, and the challenges of maintaining effective meetings and workshops. They delve into the significance of design language and the impact of educational systems on design thinking. The discussion also touches on parenting, community building, and the role of friendships in professional growth, emphasizing the need for supportive networks in the service design field.
Takeaways:
Service design has evolved significantly over the years.
Building a community is about creating a safe space for professionals.
The challenges of community management often revolve around people dynamics.
Service design is not just about processes; it's about impacting customer experience.
There are two streams in service design: commercial and philosophical.
The decline in service design job titles may indicate broader acceptance of the practice.
Ethics in service design is crucial for sustainable solutions.
Influence in organizations requires ongoing relationship building.
Personal growth and reflection are essential for service designers.
Burnout is a systemic issue that needs to be addressed in the community. - - Curiosity can transform organizational challenges into design opportunities.
There is a stigma around career advancement in service design.
Individual contributors are essential for the growth of service design.
Design thinking should be integrated into leadership roles.
Workshops can be more effective than traditional meetings.
Design language should be accessible to everyone.
Educational systems often hinder creative thinking.
Encouraging children to visualize and prototype fosters creativity.
Discipline and curiosity are more reliable than motivation.
Building friendships is crucial for community engagement.
