Service Design Show

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

Everything in service design starts with user research. But as you've probably experienced often it's challenging to get the time and resources to do proper research. And when research is already being done by an organisation it's often not the type of research that we'd like to see. It can be frustrating to see that user research isn't making the difference you know it can. So what does it take to push user research beyond it's current limitations? Author and industry icon, Steve Portigal has been thinking about this topic for some time now. I invited Steve (back) on the Show to share his thinking and together explore what it takes to take user research to the next level. And also ask the question: What is that next level in the first place? Without proper user research you can't do good service design. So it's our job to make it more relevant and impactful. This episode will show you how. --- [ GUIDE ] -— 00:00 Welcome to episode 127 04:10 Who is Steve 05:00 Rapid fire question round 10:15 The need for user research maturity 14:45 Where is this coming from 19:00 What does progress look like 26:30 Opening the conversation 29:00 Who owns this 33:15 You need leadership 40:45 Being in demand 43:15 Setting up for success 45:00 Axis of maturity 48:15 Identifying opportunities 51:30 Where are we heading 57:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/steveportigal/ * https://portigal.com/podcast/ * https://rosenfeldmedia.com/books/interviewing-users/ * https://rosenfeldmedia.com/books/user-research-war-stories/ * https://uxdesign.cc/the-organizations-design-research-maturity-model-b631471c007c --- [ 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

Take a guess... How much time do you invest to learn something during your week? It's a lot. We learn all the time in order to grow as a professional, a team and an organisation. Heck by reading this email you're learning something (hopefully). Most learning happens organically and on the fly. Which is totally fine. But when you deliberately want to bridge a gap in knowledge, skill or experience it's smart to design that journey. That's where learning design comes in. According to Andre Plaut learning should be hard but not confusing, frustrating or painful. As you'll discover in this weeks episode there's a lot more to learning design than just coming up with training material. It's a (strategic) design discipline that very closely related to service design. After the conversation with Andre I got really excited about the potenial of learning design. Hope you will too. --- [ GUIDE ] -— 00:00 Welcome to episode 126 03:50 Who is Andre 05:00 60 second rapid fire 07:45 What is learning design 11:00 The goal of learning design 19:00 Redesigning the way we work 22:30 Learning design in practice 28:30 When to design learning 33:00 Setting teams up for success 40:00 The evolution of learning design 44:00 A better business conversation 46:30 The future of learning design 49:30 Recommended resources 51:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/andreplaut/ * https://ahumanmachine.com/ * Workshop by Andre: Learning is Experience Design - https://www.youtube.com/watch?v=UMprxiz5rGM * Square wheels cartoon - https://performancemanagementcompanyblog.com/tag/cartoon-too-busy/ Books: * John Marshall: Definer of a Nation - https://amzn.to/3w1y9mD * Design for How People Learn - https://amzn.to/3y2Y2nJ * Making Conversation - https://amzn.to/3hh1K7f --- [ 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

Here's a question that makes every service designer cringe... Can you show (prove) the impact of your work? So what makes this such a tough question? Well the value created through design is emergent and appears in shapes and forms that you didn't expect upfront. It's often hard to capture the benefits and outcomes using traditional ways of measuring successes (excel sheets). Nevertheless it's not smart to ignore this question. When you can't show the impact of your work, you will eventually become irrelevant. It's as simple as that. Next to that I believe we should hold ourselves much more accountable for the results of our work as a community. But how!? In this week's episode of the Show you're going to learn about a framework for evaluating social impact. The great thing is that this framework is also very applicable to service design. If you've been struggling to communicate the value of your work in ways that non-designers understand then this is an episode you really don't want to miss. --- [ GUIDE ] -— 00:00 Welcome to episode 125 01:30 Who is Joyce 03:00 60 second rapid fire 07:00 Finding a way to measure social impact 11:45 Evaluating versus measuring 14:00 The current limitations 19:00 What's standing the way 28:30 Smarter reflection 33:30 Celebrating succes 35:30 The burden of evaluation 40:00 How do you know it works 44:00 The excel sheet person 47:00 Create your own tune 52:30 Stay true to design 55:30 The limits of data 57:30 Final thoughts --- [ LINKS ] --- * Designing Social Innovation in Asia-Pacific Network (DESIAP) - https://desiap.org/ * A practical guide to Developmental Evaluation - https://go.servicedesignshow.com/agwpz * A developmental evaluation primer - https://go.servicedesignshow.com/81m6h * Better Evaluation Resource Website - https://go.servicedesignshow.com/w196r * Different approaches to evaluation - https://go.servicedesignshow.com/116om Books * Design Transitions - https://amzn.to/3eEpShm * Transformations: 7 Roles to Drive Change by Design - https://amzn.to/3aMzGVf * The Walker's Guide to Outdoor Clues and Signs - https://amzn.to/3dYE7hH --- [ 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

Design is often described as a problem solving approach. But what if you didn't have to solve problems... What if you could let problems disappear by dissolving them? Let me give you an example. Now that we can't do regular school exams due to the pandemic we look for new ways to still do exams. That's solving problems. Dissolving problems is about figuring out how we can achieve the same goals without exams entirely. It might sound like a small nuance but the impact is huge. The way to dissolve problems is through systemic design. And in this weeks episode Arash Golnam introduces us to it. If you ever found yourself working on incremental improvements and solutions that don't address the root cause. And you want to break free from the boundaries and constraints that cause the problem in the first place? Than grab your pen and paper to start making notes as this episode will give you a lot of stuff to think about! I'll be honest, there's a lot in this episode and everything is interconnected. I've already listened to it twice. If you feel a bit puzzled at the end just press repeat :) --- [ WEBINAR ] -— https://go.servicedesignshow.com/systemic-design-webinar --- [ GUIDE ] -— 00:00 Welcome to episode 124 03:00 Who is Arash 04:20 60 second rapid fire 07:15 Systemic vs systematic design 12:30 Current limitations 21:30 Perceptions as the artifact of design 31:00 Layers of relationships 34:15 Starting with systemic design 42:00 Designing for people 47:00 The compatibility of the designer 53:00 When is design? 58:00 Standing the test of time 1:00:30 The designers journey --- [ LINKS ] --- * https://www.linkedin.com/in/arash-golnam-4b982120/ * http://dissolve.design Books * The Timeless Way of Building - https://amzn.to/2RzQTdZ * Zen and the Art of Motorcycle Maintenance - https://amzn.to/3mP3oxF * The Power of Myth - https://amzn.to/32btS2O * The Poetics of Space - https://amzn.to/32f9bmF * I Am a Strange Loop - https://amzn.to/3wQy2LM --- [ 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

What's it like to be an in-house Service Designer the Swedish Tax office or the fashion giant Zalando? In this episode of the Service Design Show you're going to get a sneak peak behind the curtains. You'll hear about the challenges in-house service designers face. And of course get some practical tips on how to navigate around them! Even if you're currently not working in-house I think you'll find these stories very useful. [ Join the Campfire ] https://servicedesignshow.com/campfire/