Reflecting on the evolution of service design / Patrick Quattlebaum / Episode #179

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Jul 6, 2023

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Patrick Quattlebaum

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INSIGHT

Service Design Must Evolve Strategically

Patrick sees service designers having increasing strategic impact as organizations build teams and invest in service design.
He warns the profession must continuously evolve and redefine its boundaries to stay relevant.

INSIGHT

Ops And Culture Are Underserved

Many practitioners under-index on operations and culture compared with journey and systems thinking.
Emphasizing organizational design and culture is critical to scale service design impact.

ADVICE

Demonstrate Impact With Small Wins

In downturns, show measurable business impact and work in smaller steps to build leaders' confidence.
Use lean approaches and small wins to sustain investment during recessions.

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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 ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle