Service Design Show

Jochem van der Veer, CEO of TheyDo, offers unique insights into journey management's evolution as he predicts trends for 2025. He emphasizes the shift from mapping to management and highlights the role of AI in enhancing customer experience. The conversation dives into the challenges organizations face in scaling these strategies and the importance of data integration. Jochem also teases an exciting upcoming conference, 'Beyond the Map,' underscoring the significance of community and collaboration in advancing service design.

Sloan Leo Cowan, a designer at Flux Studio focusing on community-based design, challenges the traditional service design process. They argue that instead of just 'designing with' users, we should 'design by' them, promoting true inclusivity. Sloan shares their personal journey from facing bullying to community activism, highlighting the importance of recognizing biases in design. They advocate for community-driven methodologies that empower local voices and enhance collaboration, ultimately pushing for more equitable solutions in design practices.

Kate Towsey, author of "Research That Scales" and a key figure in ResearchOps, joins to explore the nuances of scaling research in service design. She delves into the importance of high-quality research, the role of AI, and the real meaning behind 'scaling' in research contexts. Kate shares her journey of writing a book during the pandemic and emphasizes the need for collaborative environments to enhance research efficiency. Tune in for insights on how adaptable systems and community engagement can transform research practices!

Peter Compo, author of *The Emergent Approach to Strategy*, offers insights from his unique blend of chemical engineering and music composition. He discusses how traditional strategies can falter in today’s unpredictable environment, advocating for a flexible, emergent approach. Compo emphasizes the value of research, the interplay of creativity and structured frameworks, and the importance of building trust within organizations. He introduces concepts like the aspiration strategy triad to align actions with goals, all while encouraging a culture of continuous learning and adaptability.

Sylvie Abookire, part of the curation team for the Advancing Service Design 2024 conference, shares her insights on enhancing service design practices. She discusses the complex selection process for speakers, emphasizing diverse perspectives and collaboration. Sylvie highlights the conference's focus on equity, community, and sustainability, as well as her workshop on systems thinking. Tune in to discover how the conference aims to tackle contemporary societal challenges and the excitement surrounding this groundbreaking event!

Join communication expert Gabrielle Dolan as she shares her 20 years of experience in the art of storytelling. Gabrielle discusses how effective storytelling can boost leadership, make changes relatable, and inspire action. She highlights the learnable nature of storytelling for professional growth and offers tips for structuring personal narratives. The conversation delves into the emotional connections stories create and reinforces the idea that authentic communication surpasses statistics, all while encouraging listeners to practice their storytelling skills.

Lou Rosenfeld, founder of Rosenfeld Media and a pivotal figure in service design, shares insights about the newly launched Advancing Service Design Conference. He explains why this conference is different, emphasizing its focus on community and meaningful content. Lou discusses the importance of diverse perspectives among speakers and the innovative, participatory format intended to enhance attendee engagement. He also highlights the evolution of service design and the need for collaboration in the field, setting the stage for an exciting event.

Florian Vollmer, Service Design Lead at Autodesk and a professor at Georgia Tech, delves into the intricacies of journey management. He shares his experience of rebuilding a journey management practice from scratch, reflecting on lessons learned. Topics include the challenges of ownership, the necessity of dedicated tools, and strategies for gaining buy-in within an organization. Florian emphasizes collaboration, data quality, and a culture of experimentation as key elements for successful implementation, offering insights that resonate with both newcomers and seasoned professionals.

Stacey Barr, a world-renowned expert in performance measurement with over 20 years of experience, shares revolutionary insights into quantifying design's value. She discusses the challenges of establishing effective metrics and introduces her Pump methodology, which blends qualitative and quantitative data. Stacey emphasizes the need for measuring community belonging and fostering collaboration among service designers. Listeners will learn innovative strategies for creating meaningful metrics and how to implement baselines for evaluating design interventions.

Jennifer Rittner, a design expert focused on social dynamics, dives into the ethical complexities of modern design. She challenges designers to reconsider their impact, asking if they are creating landfills or legacies. The conversation covers the need for accountability and the evolution of design education towards inclusivity. Rittner emphasizes the importance of sustainable practices and community accountability, calling for a shift away from corporate-centric designs. She advocates for a deeper understanding of the long-term societal effects of design choices.