Service Design Show

Jochem van der Veer, CEO of TheyDo, brings his expertise in journey management and customer experience to explore fascinating predictions for 2026. He discusses the evolution of journey frameworks, emphasizing the necessity of quality data to answer vital business questions. Jochem highlights common roadblocks like data access and costs, offering practical strategies to overcome them. He boldly forecasts the rise of CX engineers and AI agents, anticipating a future where technology handles routine tasks while humans provide critical oversight. A must-listen for anyone interested in the future of customer experience!

Kendra Shimmell, a tech leader and service design advocate, challenges the current obsession with optimization that risks leading to mediocrity. She discusses the pitfalls of A/B testing, emphasizing that it often overlooks the 'why' behind user behavior. Kendra shares insights on how constant experimentation can exhaust customers and stifle creativity. She advocates for co-creation and the inclusion of serendipity in design, suggesting playful interactions to reignite genuine discovery and emotional engagement in user experiences.

In this engaging discussion, service design experts Jessica Dugan and Judith Buhmann delve into the complexities of integrating AI into design workflows. Jessica shares her framework for developing custom AI agents that act as effective 'junior associates,' while Judith highlights the ethical considerations of using AI, especially with vulnerable populations. They explore the balance of trust in AI tools, the importance of transparency, and how these digital 'interns' can enhance rather than replace human creativity in service design.

In this engaging conversation, Dan Saffer, a seasoned product and UX designer, addresses the 'enshittification' of design in the current AI era. He highlights the shift from generating user value to prioritizing shareholder extraction, using Facebook as a cautionary example. Dan urges designers to reclaim their role by emphasizing ethics and user-centered approaches, while also adapting to AI as a new design material. He shares insights on balancing speed with meaningful experiences, encouraging designers to approach challenges with creativity and strategic thinking.

Join Jeff Hoekwater, a fintech service design expert and former exhibition designer, alongside Emilie Moravec, an innovation partner at a faith-based nonprofit with a diverse background in social work and theatre. They explore the concept of 'Empathy Theater' in automated customer interactions, questioning when friendly tones become manipulative. Emilie shares insights on the future of education with VR, examining how to foster belonging in virtual spaces. Together, they champion the importance of retaining human connections in a tech-driven world.

In this engaging discussion, Rachael Dietkus, a licensed clinical social worker and designer, emphasizes the importance of care in professional practice. She advocates for setting boundaries, like her 'no meetings before 10 AM' rule, to promote well-being. Rachael explores how service design can benefit from social work ethics, urging a shift from empathy to genuine care. She shares insights about fostering reflective practices and the need for spaciousness in workflows, highlighting that small changes can lead to sustainable professional lives.

Tingting Lin, a service design and journey management expert, shares insights on bridging customer empathy with business metrics. She emphasizes the need for 'Vertical Storytelling' to connect customer pain points to strategic objectives, helping stakeholders understand ROI. The conversation covers combining qualitative and quantitative data, using existing KPIs, and identifying leading indicators to prove impact. Tingting also provides practical steps to measure and communicate journey success effectively, ensuring that service design translates to tangible business value.

Mark Howell, an experienced service design leader, discusses the often-misunderstood value of service design and its connection to business outcomes. He explains why organizations struggle with adopting design labels and suggests focusing on customer experience instead. Mark addresses systemic barriers to service design and shares insights from his experience during a bank transformation. He also emphasizes the importance of design maturity and offers practical tools, like a service design quality assessment, to effectively communicate value to stakeholders.

In this engaging discussion, Ben McCammon, an in-house service designer with a rich background in graphic design, shares insights on harnessing personal superpowers in service design. He and guests Gina Mendolia and Irina Damascan explore unconventional strategies like 'Setting the Trap' for engagement and the 'Organ Donor Chain' model for building influence. They emphasize the importance of subtle interpersonal tools, celebrating small wins, and adapting your unique strengths within organizational dynamics to foster meaningful change.

In this conversation, Jose Coronado, a seasoned design executive and advisor, discusses the struggle of maintaining one's design identity while climbing the corporate ladder. He shares his awakening moment regarding the importance of embracing one's whole self at work, particularly his Hispanic background. The dialogue covers essential leadership skills for designers, the impact of design in business metrics, and the necessity of change management in leadership roles. Jose offers actionable advice for fostering professional growth and remaining connected to design craftsmanship.