Service Design Show

What if we’ve been led down the wrong path…When it comes to service design, we’re often told the main goal is to break down silos. And that makes sense, right?Our organizations are structured vertically, but the experiences we design flow horizontally. This clash creates friction, so the natural instinct is to declare war on silos.But what if that’s sending us in the wrong direction?Silos exist for a reason; they bring focus and efficiency to specific tasks. The real problem is often the broken connection between them. So, what if instead of trying to eliminate silos, we focused on repairing them?In this episode, I talk with Ellen Pittman, a researcher who shares a fascinating case study from a high-stakes organization struggling to meet a critical, time-sensitive performance target. On the surface, the pressure was on a single department to solve it.But as they dug deeper, they discovered the true bottleneck wasn't in that department at all, or even on the organizational chart. The real roadblocks were less visible and far more human.So what does it take to overcome these hidden barriers?Ellen found a specific mix of ingredients that allowed them to collaborate across team boundaries and address the issue with great success. In our conversation, we explore what those ingredients are and why it seems so hard for most organizations to get them right.This episode has the potential to reframe your thoughts on silos, leadership, and the roadblocks you think are in your way.A theme that I really loved exploring was how easily organizational metrics can be "gamed". We've all seen it, you hit the target but miss the actual goal... we talk about antidote in the episode.Enjoy the conversation and keep making a positive impact.Be well, ~ Marc--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 23305:00 Vertical vs. Horizontal Structures06:00 Ellen's Journey into Healthcare Change07:30 Hospital Case Study10:30 Real Challenge: System-Wide Impact12:30 Breaking Silos: A Hospital's Approach15:30 Leadership Beyond KPIs: True Purpose23:30 Top-Down Initative, Bottom-Up Ownership25:30 The Consultant's Fear of ED Patients27:45 Overcoming Fear with Data Experiments30:00 Data as Curiosity, Not Blame35:30The CEO's Risky Vulnerability39:30 Leadership Flexibility: When to Take Control44:30 Repairing Silos vs. Breaking Them45:30 Overcoming Jadedness48:30 Reconnecting to Shared Purpose52:30 Principles Etched in Minds, Not Walls55:30 Why Cultural Change Takes Time59:00 Insulating Change at Every Level1:01:00 Leaders & The System: Mutual Understanding1:04:00 Alan's Book: The Hive Model of Fluidity1:07:45 Question to Ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/dr-ellen-pittman-27311421a/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle--- [4. FIND THE SHOW ON] ---Youtube ~ https://go.servicedesignshow.com/233-youtubeSpotify ~ https://go.servicedesignshow.com/233-spotifyApple ~ https://go.servicedesignshow.com/233-itunesSnipd ~ https://go.servicedesignshow.com/233-snipd

Tingting Lin, a Principal journey management coach at TheyDo, shares her expertise on journey management. She discusses the challenges of structuring customer journeys, particularly for onboarding experiences. Tingting emphasizes the shift from journey mapping to journey management, introducing a powerful framework for clarity. The conversation delves into the importance of actionable insights over static representations, and explores tools like Miro and Deidoo that facilitate effective journey design. Listeners will learn practical tips to enhance user journeys and simplify complexity.

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.