Service Design Show

Alberta Soranzo, an adventurous expert in shaping user experiences, joins the conversation to explore the intersection of risk, failure, and authenticity. She emphasizes the vital role of courage in challenging conformity in service design. Alberta shares personal stories illustrating the struggle to embrace change within corporate structures and the importance of bringing one's whole self to work. The discussion highlights how personal choices and community support can lead to transformative outcomes, urging professionals to redefine leadership and identity.

In this insightful discussion, Phil LaDeur, who leads a service design team for a faith-based organization, and Seth Campbell, a service design principal at Dunhumby, share their rich experiences. They delve into balancing the roles of host and advisor in driving organizational change. Phil introduces 'Unreasonable Hospitality' to foster collaboration, while Seth emphasizes patience and humility in empowering teams. The conversation reveals the importance of building trust and the art of small wins in transforming workplace culture and enhancing user experiences.

Jen Briselli is an expert in cultivating adaptive mindsets within organizations, blending a physics background with teaching experience. In this engaging discussion, she emphasizes the need for organizations to step outside their comfort zones and embrace risk-taking. Jen shares practical strategies for fostering continuous learning and adaptability, highlighting the importance of creating open dialogue and safe spaces for idea sharing. The conversation also explores how small, incremental changes can lead to significant growth and innovation in complex systems.

Tingting Lin, a Principal Journey Management Coach at TheyDo, guides listeners through the complexities of AI in journey mapping. She emphasizes the importance of refining AI-generated insights to create reliable decision-making tools. Tingting shares practical steps for managing overwhelm in service design and highlights methods for verifying insights to enhance collaboration. Key discussions include enriching journey maps for better retention and the iterative nature of effective customer journey management, ensuring human expertise complements AI capabilities.

James Chudley, a seasoned professional and author specializing in sustainable service design, discusses the urgent need for sustainability in the industry. He highlights the environmental impact of both digital and physical services and shares strategies to integrate sustainable practices into day-to-day design. Chudley emphasizes the importance of defining sustainability and measuring its impact, while revealing a deceptively simple design principle that enhances sustainability. Listeners are inspired to make a positive impact for customers, businesses, and the planet.

Irina Damascan, a service designer with a focus on accessibility, and Gina Mendolia, an expert in biotech and employee experience, share their unconventional approaches to service design. Gina introduces the concept of 'Setting the Trap' to enhance team engagement, drawing inspiration from therapists and grandmas. Irina presents the 'Organ Donor Chain,' a model for building reciprocal networks through small favors to drive organizational change. Together, they explore how subtle influence and collaboration can lead to effective service design beyond traditional methods.

Kat Thackray, a seasoned service designer with over ten years of experience, discusses the often-unseen yet critical aspects of service design that drive team success. She emphasizes how much of this vital work remains unrecognized, akin to a car's cooling fluid. Kat shares insights on improving team dynamics, the importance of soft skills, and the impact of COVID-19 on design practices. Dive into actionable strategies for gaining recognition and the role of team coaching in fostering collaboration, all while navigating the complex power dynamics in design teams.

Tingting Lin, a Principal journey management coach at TheyDo, dives deep into transforming raw data into actionable insights using AI. She shares how to craft structured customer journey maps from qualitative data, emphasizing the importance of collaboration and understanding insights. The conversation explores the critical role of context in data interpretation and the impact of well-structured journeys on decision-making. Lin also highlights strategies for enhancing member retention and addressing user pain points, showcasing AI's potential to accelerate journey management.

Brad Alphonso, a seasoned service design expert, returns to share insights from his extensive experience in implementing design initiatives within large organizations. He discusses the challenges of translating great design concepts into actual practice, emphasizing the need to understand internal dynamics and stakeholder motivations. Brad highlights the importance of aligning design efforts with organizational culture and workflows to ensure impactful change. He also touches on strategies for navigating decision-making complexities and fostering collaboration among diverse teams.

Linn Jansson, an in-house service design pro from a Nordic insurance company, and James Field, who specializes in journey management at Autodesk, dive into the ultra-marathon of in-house service design. They reveal how sustaining motivation over long-term projects is key. The duo shares insights on fostering collaboration, integrating DEI principles, and the importance of soft skills like negotiation and storytelling. Celebrating small wins and building supportive teams are essential for lasting impact. Tune in for practical advice from these seasoned professionals!