Service Design Show

This week's episode of the Show is a pretty remarkable one. You're going to hear the story of how design has not only survived, but is actually thriving within one of the most challenging environments... a bank. Our guest in the episode is Alex Guazzelli. Alex is the head of design at the largest financial institution of Latin America and has been part of this journey from day one. Today he leads a team of over 250 designers but it all started with a two man operation. Of course the journey hasn't been without challenges. Not everything went according to plan. In this conversation Alex shares his lessons about making compromises, connecting design to business and working on the right projects. So if you're currently trying to get service design adopted in an organisation that doesn't have a strong design heritage, this episode will help you get there faster for sure! --- [ GUIDE ] -— 00:00 Welcome to episode 133 03:00 Who is Alex 04:00 60 second rapid fire 06:00 How it all started 12:00 Showing added value 19:00 Understanding the metrics 24:00 The right challenges 30:15 Connecting the dots 36:15 Changing the mindset 38:45 The evidence to say no 42:30 Own the responsibility 44:30 Lessons learned 49:15 Be prepared for the journey 54:45 The road ahead 58:15 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/alexander-angelo-guazzelli-b83b8221/ * One unbounded ocean of consciousness (book) - https://amzn.to/3CU3CdD --- [ COACHING CALL ] --- Book your free coaching call. https://servicedesignshow.com/coaching Use the secret phrase you heard in the episode!

Imagine that your organisation would fully embrace design? There would be much less friction between how you work and how the organisation operates. When you'd see an opportunity to improve something and make a positive contribution with your skills you could just go for it. Unless you're one of the lucky few, most service designers still need to fight hard to get support for their way of working. And think about it, there's a lot at stake here... Because when you fail to get proper support no one will listen, you won't be able to influence important decisions and eventually you'll become irrelevant. But if we play our cards right I'm actually quite optimistic that will not happen. What inspires hope in me is that designers are starting to understand organisations better and better. For instance we recently talked about organisational dark matter on the Show and how to influence that. In this episode we continue on that theme and talk about a pragmatic approach to organisational design. You'll learn how creating doubt, devising smart experiments and reframing challenges helps to get the buy-in from clients and stakeholders. The most powerful tools are sometimes right in front of you. This episode serves as a great reminder of that. --- [ GUIDE ] -— 00:00 Welcome to episode 132 05:00 Who is Frithjof 06:00 60 second rapid fire 09:45 Organisational design isn't new 14:00 Knowing the end at the start 19:00 Exploring what may be 24:30 What help clients make the leap 27:00 Doubt is your friend 30:15 Reframing the problem 39:00 How to coach clients 41:45 The role of experiments 47:30 Creating space for failure 54:00 Skills to make the transition 1:01:15 Final thoughts --- [ LINKS ] --- * https://twitter.com/frithjofthinks * https://www.linkedin.com/in/frithjofwegener/ * https://www.researchgate.net/profile/Frithjof-Wegener * https://scholar.google.com/citations?user=4-4TFXgAAAAJ&hl=en * Organizational Design webinar - https://www.youtube.com/watch?v=Qv-hDbtmG30 * Touchpoint article - https://www.service-design-network.org/touchpoint/vol-11-no-3-service-design-and-change-management/tp11-3-going-from-service-design-to-organisational-designing PODCASTS * https://www.talkingaboutorganizations.com/ * https://www.tudelft.nl/io/delft-design-stories/out-of-the-blue BOOKS * https://www.terrypratchettbooks.com/book-series/discworld/ * https://naomistanford.com/books/ * https://www.sup.org/books/title/?id=1448 * https://en.wikipedia.org/wiki/Crime_and_Punishment --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Okay, I know it sounds almost impossible but it really happened… A fellow service designer named Delia told me that she has crafted an elevator pitch for service design that is really effective for her. How effective? Well she used this pitch and it landed her a speaking opportunity on the first encounter with someone at a random networking event. Pretty amazing. ============ Build your own perfect elevator pitch! Join the upcoming cohort of our Selling Service Design with Confidence program. https://servicedesignshow.com/selling/ ============ The challenge with service design is that you need to find ways to explain it without overcomplicating or dumbing it down. This is definitely a skill. A skill you can master as well! So in this podcast episode of the Show you’re going to get practical tips that will help you to “sell” service design and get buy-in from internal stakeholders and external clients. If you ask me we, focus too much on the craft of service design and too little on how to get non-designers excited about it. But you really need to do both if you want to make impact… ============ Learn how to Sell Service Design with Confidence https://servicedesignshow.com/selling/ ============

If you're asking really good questions, you're going to get better results. This is a quote from the conversation with Warren Berger. Warren is the author of The Book of Beautiful Questions. Definitely one of my favorite books from 2021 that I'm sharing left and right. So I was really excited that Warren agreed to come on the Show and share his thoughts with us. Of course we address a lot of questions during this episode. Here are a few of my personal highlights: * How do we bring more and better questions into our own practice? * How can we build an appetite for questioning with our (business) leaders? * And how can we help people transition from only asking how questions to also ask the why questions? I think the challenge many service designers face is that companies see a conflict between asking better questions and getting things done. Well, if you find yourself in this kind of environment then this episode has tons of practical advice on how you can make progress. During the episode we announce a small contest where you get the chance to win a signed copy of Warren's book! So make sure you stick around till the end. Enjoy the conversation and keep asking better questions :) --- [ CONTEST ] --- You can win a signed copy of Warren's books! To participate in the contest leave a comment on this video where you share the name of the book to which The Book of Beautiful Questions is a follow up. The contest closes on September 16 2021 11:59pm (GMT) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. When you fail to do so we'll pick a different winner. --- [ GUIDE ] -— 00:00 Welcome to episode 131 04:45 Who is Warren 08:15 60 second rapid fire 11:00 How it all started 17:30 What makes a question beautiful 25:00 Why should we care 27:45 What's currently missing 33:00 Brining questioning into design 39:00 Getting organisations to ask more questions 45:30 Questions have to be everywhere 51:30 What makes it so hard 56:00 From how to why questions 1:00:30 Make questioning part of your brand 1:02:45 Words of advice 1:04:00 Book giveaway contest 1:05:15 Final thoughts --- [ LINKS ] --- * https://amorebeautifulquestion.com/ * https://www.linkedin.com/in/warrenberger/ * Good Thinking (book) - https://amzn.to/3t98g3R * Humble Inquiry (book) - https://amzn.to/3gRqKkm * The Splendid and the Vile (book) - https://amzn.to/2WNsYKR --- [ SELLING SERVICE DESIGN ] --- Learn how to get buy-in from clients, managers & CEOs, into your work as a service designer without wearing a suit. >>> https://servicedesignshow.com/selling

Did you know that people are looking up to you? *** LEARN MORE ABOUT THE CIRCLE https://servicedesignshow.com/circle/ *** Sure, part of the identity of a service designer is to stay in the background, act as the facilitator and let co-creation guide the way forward. Humbleness could be our middle name. These are great traits that we definitly shouldn't lose but they aren't enough… Because when you're the only service designer in the room (or one of the few), people do look up to you for answers. They want you to show them the way forward. These are the moments that you *must* speak up and show leadership. If you don't, others will take over and you won't be able to influence important decisions. When you do that long enough you'll eventually lose hope and give up on the practice. Service design leadership is all about being able to build trust and give people in your organisation the confidence to embark on a journey. And as you know this is a journey with a lot of unknowns and uncertainty. But how do you develop your leadership skills? Without losing your service design identity. Well, in this episode you'll hear the conversation I had with James Field. James shares the best practices around effective service design leadership that emerged during our recent Circle session. We also discuss some harmful leadership misconceptions like the need to come up with detailed plans. And how these plans are likely working against you rather than helping you progress. So if you want to have more control and shape the future of service design within your organisation so that it can deliver on it's promise, this episode is packed with practical advice. I really feel that this is a key area for our field right now. An area where we can still make a lot of progress. Hope conversations like this make a positive contribution to this! *** LEARN MORE ABOUT THE CIRCLE https://servicedesignshow.com/circle/ ***

There is a dangerous trap in the ways you use to capture the needs of the people you're designing for. Of course, you have constraints and need to make design decisions. And the saying is true that if you're designing for everyone you're essentially designing for no-one. So there are a lot of tools and methods to describe who it is that you're designing for. Personas, empathy maps, customer avatars, user profiles, etc. But when not used mindfully and with care these tools can do more harm than good. The consequence might be that you end up designing services that unintentionally exclude people. Or even worse, cause real harm. As a community that takes pride in being human centered this is not what we signed up for and we need to avoid this at all cost. So in this week's episode Indi Young shares a better approach to defining and describing the people we're designing for. The best part is that it's an approach that you can easily embed in your current practice. If you're serious about human centered design this is an episode you can't miss. --- [ GUIDE ] -— 00:00 Welcome to episode 130 03:00 Who is Indi 06:45 60 second rapid fire 09:45 The upcoming book book 12:00 Unconsiouce biases 17:45 The uptake 20:45 Designing with constrains 25:00 Thinking styles 31:00 Making it actionable 33:15 Where do we start 39:15 Getting business listen 42:45 Who are the adopters 45:15 The outlier 47:00 Common misconceptions 49:30 Unsolved challenges 53:00 Recommended resources 55:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/indiyoung/ * https://rosenfeldmedia.com/books/practical-empathy/ * https://rosenfeldmedia.com/books/mental-models/ * https://indiyoung.com/essays-talks/ * Weapons of Math Destruction (book) - https://amzn.to/3BLxFEK * Design for Real Life (book) - https://amzn.to/3rB6Mic * Set Boundaries, Find Peace (book) - https://amzn.to/3ynACJL --- [SERVICE DESIGN JOBS] --- * https://servicedesignjobs.com/podcast --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Okay, we all know that delivering tangible value in service design can be hard. You often have to deal with a lot of constraints that you have no control over and the distance to the end-users can be immense. So how do you, despite these obstacles, still make progress? And at the end of the day feel that you're actually contributing something valuable. This was exactly the question that was discussed during our recent Circle session. In this (podcast exclusive) episode you'll hear Jacquelyn Brioux share some of the "best practices" that were shared by the participants. I really enjoyed the chat with Jacquelyn because we tapped into her personal experience as a service designer. Hope you'll enjoy the stories as well! [EPISODE GUIDE] 00:00 Welcome to the Show 02:30 Who is Jacquelyn 04:00 How did we get here 05:45 Delivering value 10:15 The woodworking connection 21:30 Operationaling insights 30:30 Flair versus focus 37:15 Coaching 45:30 Your role in a team 51:00 Closing thoughts [LINKS] * https://www.servicedesignshow.com/circle/ * https://www.linkedin.com/in/jacquelynbrioux/ * https://www.jacquelynbrioux.com/ [SURVIVAL GUIDE] Get your copy of the Survival Guide for In-house Service Designers. https://www.servicedesignshow.com/guide/

I'm sure you've experienced it... You put your heart and soul into your work, you try to create value through design, you have an optimistic mindset. But whatever you do, you always feel like there's a mysterious organisational force pushing against you. It's the "organisational dark matter" that makes your life as a service designer so much harder. But there's hope. As the design director at Livework tasked with bringing service design to many different organisations, Marzia Arico has experienced her fair share of this dark matter. Her conclusion is that if you want to create impact, you can't just focus on the design work. That's just 10% of your job. You have to learn how to effectively deal with the other 90% as well. And that's what this episode is all about. What I love about the conversation with Marzia is that all her stories are rooted in practical real-life experiences. Stories filled with insights that have the potential to make your life easier and your work more fun. --- [ GUIDE ] -— 00:00 Welcome to episode 129 02:45 Who is Marzia 03:30 60 second rapid fire questions 06:30 dark matter and organisational logic 11:00 finding the right narrative 15:00 lack of one view 19:45 what client does it take 24:45 you move at multiple speeds 27:00 what does progress look like 30:00 making change sustainable 33:30 the operating model for design 38:30 scaling design capability 45:00 advice for smaller teams 50:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/marziaarico/ * Reinventing Organizations (book) - https://amzn.to/3AWklNp * Dark matter and trojan horses (book) - https://amzn.to/3i8ohlL * https://www.servicedesignshow.com/campfire/ --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course

Are you an in-house service design professional? Have you ever wondered... * How can I show evidence of progress in my work? * How do I set the right expectation about what I do? * Where can I have the most impact? Well, you're definitely not alone. In this video 5 in-house service designer who participated in the Campfire, openly share their thoughts on these questions (and more) with you. Even if you're currently not on "the inside" I'm confident that you'll get some new insights out of these stories! [ Join the Campfire ] 👉 https://servicedesignshow.com/campfire/

Polestar is the manufacturer of one of the most iconic electric cars at this moment. So you can imagine that I was really excited when the opportunity came along to have a conversation with Christian Appelt, their head of service design. Making service design work within a company that is organized around a strong product is a challenging task for sure. But when I heard that their ambition is become a role model for how service design is embedded within organisations I knew this was going to be a good episode! In our conversation Christian shares a lot of practical examples of what they are doing to let service design be a strategic business tool that helps to make smarter decisions. We discuss the role of leadership, the importance of metrics and the impact of using the right tools. After watching this episode you'll see that it's often the simple and small things that make a big difference. So if you're trying to embed and scale service design within your company this is definitely an episode worth checking out. --- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] -— https://www.servicedesignshow.com/selling/ --- [ GUIDE ] -— 00:00 Welcome to episode 128 03:30 Who is Christian Appelt 05:00 60 second rapid fire 09:00 How did service design start at Polestar 11:00 The place of service design 14:30 Typical service design challenges 19:00 Demonstrating the business value 23:30 Guiding stakeholders through uncertainty 26:00 The CX dashboard 29:30 Building a common language 33:00 The power of internal communication 39:30 Evolution of the approach 42:45 What does the future hold 44:00 Biggest learnings 47:00 Product or service industry 48:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/christianappelt/ * https://orgdesignfordesignorgs.com/ * https://www.fastcompany.com/90636315/this-designer-led-ev-company-could-finally-challenge-tesla --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course