The simple way to get buy-in for service design?

Aug 25, 2022

Navigating the often tricky waters of service design requires more than just hope. Effective communication with stakeholders is crucial for gaining buy-in. Discover the importance of connecting service design to measurable business outcomes and mastering storytelling. Learn how to create both customer and business cases, and why early involvement in conversations is key. Explore strategies to foster collaboration and celebrate small wins, ultimately driving impactful change within organizations.

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Intro

00:00 • 4min

Navigating the Shift to Service Design

04:06 • 16min

The Art of Stakeholder Communication in Service Design

20:28 • 12min

Navigating Service Design Challenges

32:16 • 7min

Transforming Passive Listening into Engaged Collaboration

38:53 • 2min

Engaging Conversations in Service Design

40:33 • 7min

Bridging Sustainability and Service Design

47:43 • 13min

Mastering Language to Advocate for Service Design

01:00:14 • 4min

I wish it were different, but… The reality is that service design still isn’t business as usual.

This means that you need to do a lot of evangelizing as part of your job. Getting business stakeholders, clients, and even your colleagues to buy into the value of a human-centered, design-driven way of working.

I see that many service design professionals rely on their improvisation skills and hope to come up with the right message at the right time. If you’re lucky, this approach can work, but it’s not the most effective. So these professionals struggle, get stuck and eventually become frustrated because they can’t get the people around them to see the benefits of their work.

But did you know there is a remarkably simple way to get over this? Instead of improvisation and hope, you need a structured process and the right frameworks. What is this process, and what are these frameworks?

Well, I’ve invited 7 participants who recently graduated from the Selling Service Design with Confidence program to share their learnings with you.

So in this episode, you’ll get practical tips on how to:

Create a customer case next to a business case.
Get invited to the important conversations sooner.
Bring business goals and customer value closer together.

And I’m sure you’ll find many more valuable lessons in this episode. So if you want to spend less time talking about your work and more time doing the work, then you don’t want to miss this conversation.

I always enjoy these episodes because there’s no substitute for the stories of professionals who are experiencing day-to-day challenges (and wins). This is as real as it gets.

[ 1. Episode Guide ]

00:00 Welcome to the episode
03:30 The professionals
04:15 Dimitris (ux to sd)
10:45 Maxe (inhouse)
17:45 Manuel (inhouse - startup)
25:30 Kiki (inhouse - public sector)
34:30 Martin (inhouse - teleco)
43:00 Lyn (inhouse - scale up)
52:30 Jo (agency - public sector)
1:03:00 Closing thoughts

[ 2. Selling Service Design with Confidence ]

For more information and instructions on how to apply head over to:
https://servicedesignshow.com/confidence/