Service Design Show

Peter Merholz, an organizational design consultant and author of 'Org Design for Design Orgs', shares his insights on how organizational design is essential for service designers. He discusses the shift from product-based value creation to service-oriented strategies and how this impacts design leadership. Peter emphasizes the need for designers to drive organizational change and highlights the evolving role of design in enhancing customer experiences. Plus, listeners can participate in a contest to win a signed copy of his book!

The challenges in-house service designers face are quite unique. In this episode you'll hear the stories from Karri, Jacquelyn and Rachel. All of them work in-house and are championing this field within their organisations. What also connects Karri, Jacquelyn and Rachel is that the participated in the campfire sessions that took place in the summer of 2020. The campfire is a safe place where in-house service designers can listen, share and connect with fellow practitioners. Next to talking about the challenges they face Karri, Jacquelyn and Rachel will also give you some practical advice on how to be more successful as an in-house service designer. I feel that you'll learn a lot from the stories in this episode. Even if you're not working in-house (yet). If you're inspired by this episode inspires and think about joining the next campfire group head over to... https://servicedesignshow.com/campfire

What is ultimate goal of service design? One could say that it's about making a positive impact on people, business and the planet. If this is the case then you'll need to make sure that the solutions you design actually get into the world. Design isn't just a research practice. It's a practice where creation and delivery is equally important. But often the challenges you face as a service designer are too big to be solved through design alone. You need a team! So what kind of team exactly is the most effective one at succesfully "shipping" services? Well, that's what this episode of the Show is about where I'm joined by Lauren Serota. In her last role as the head of service design at a major bank in Myanmar Lauren worked on developing and delivering microfinances services. We talk about Laurens experience forming a team that was able to succesfully pull this off and the lessons she took away from that. I feel that if you're facing challenges which are too big to be solved through design alone... You'll definitely find the stories Lauren helpful! --- [ GUIDE ] -— 00:00 Welcome to episode 109 02:20 Who is Lauren 03:00 60 second rapid fire 05:50 How your choices influence the world 07:25 Designing the breakdown points 09:20 The risks for design 13:00 Dealing with the God complex 14:40 The role of customer experience 18:30 Designing banking for the majority 21:35 Involving the organisation 25:00 The most convicing argument 26:15 Overcoming the biggest hurdle 28:50 Running organisations on spreadsheets 29:50 Creating artifacts that inspire change 33:20 What made it work 36:20 Clarity around the objective 37:50 What value are you adding 38:50 Evaluating success 41:10 Who are the best designers 43:20 The moral of the story 45:00 Recommended resources 45:45 Get in touch with Lauren 46:15 Final thoughts --- [ LINKS ] --- * twitter.com/serota * linkedin.com/in/serota/ * goodreads.com/book/show/39863330-broken-stars * www.instagram.com/serota/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify --- [ YOUTUBE ] --- Every episode of the Service Design Show (and more) is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn how to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

Your work as a service designer is not just about successfully finishing a single project. The goal is to contribute to long lasting change and influence the way of thinking within organisations. Ben Reason makes the argument in this episode that "service design makes things more humane". If this is the case it's far too important to be driven you all the time. So there is a lot at stake to change organisations through your work. Otherwise an organisation will quickly revert to their old ways of working once you're going. But as you've probably experienced, creating long lasting change is not an easy task by any means. On your journey you have to deal with a lot of organisational legacy which is fighting against this new approach called service design. What this means is that as a modern service designer you need to be playing chess on 3 boards at the same time! Just focussing on successfully delivering a project isn't enough anymore. In this episode you're going to learn from Ben Reason what these 3 chess boards of service design are. --- [ GUIDE ] -— 00:00 Welcome to episode 108 02:35 Who is Ben Reason 02:55 60 second rapid fire 05:15 How do you bring service design into organisations 09:05 Making things more humane 10:30 Tackling scary challenges 11:55 What is keeping us back 14:15 A rollercoaster ride 19:50 The real challenge in service design 22:25 The legacy of design 25:25 When things don't work out 27:55 Know what you're getting into 29:40 You need a mix of 3 things 32:40 Training clients on the job 36:20 Changes in service design 40:20 What if enterprise software was more like service design 41:10 The qualities of service design 42:10 Sustainability and service design 44:40 Get in touch with Ben 45:55 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/breasy/ * https://twitter.com/breasy * https://www.liveworkstudio.com/ * https://www.liveworkstudio.com/articles/designing-in-the-anthropocene/ * Braiding Sweetgrass (book) - https://amzn.to/3jzX1vm --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- 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

When it comes to putting a price tag on service design many people struggle. It can be hard to articulate the value that you create through your work. Therefor many service designers just avoid the topic in general. What if you would treat the pricing of service design as a design challenge in itself where the goal is to come up with a solution where all parties benefit? The conversation about value, price and money becomes much less uncomfortable! In this episode. Dan Mall explains how you can do that through an approached called value based pricing. The things you're going to learn in this episode will not only help you to charge more for your work while at the same time delivering more value for your clients. --- [ GUIDE ] -— 00:00 Welcome to episode 107 01:40 Who is Dan 03:20 60 second rapid fire 05:40 Why talking about value matters 08:30 Feeling valued 09:30 The stigma around business 11:00 Object value pricing 13:15 The basis of value pricing 15:00 Creating alignment around a goal 18:10 What is important to you 19:10 The dangerous separation between business and design 21:00 Challenger sales 24:10 Setting a benchmark 27:00 Prototyping with numbers 29:45 Giving guarantees 31:40 Pricing experiments 35:20 When do you start charging 38:00 Do this in every sales conversation 40:45 Look for win-wins 42:30 Recommended resources 43:30 Get in touch with Dan 43:55 Final thoughts --- [ LINKS ] --- * http://danmall.me/ * https://twitter.com/danmall * https://www.linkedin.com/in/danmall/ * https://superfriendlydesign.systems/ * https://www.relay.fm/presentable/59 * https://jonathanstark.com/ --- [ BOOKS ] --- * https://abookapart.com/products/pricing-design * https://www.winwithoutpitching.com/pricing-creativity/ * Implementing Value Pricing - https://amzn.to/3amGurq * The Challenger Sale - https://amzn.to/2Dy35W4 * Shark Tales - https://amzn.to/2XRkLmd --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- 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

As a customer you've probably already experienced that most services don't fail because of bad intentions. Often services fail because they run on top of systems that don't support a different outcome. The classics "The computer says..." statement is just one of the many example. This isn't just a major frustration for us as ordinary customers but also for us as professionals trying to make things better. Let me ask you a question: How often have you been in a project where you had the mandate and budget to address these deeper systemic issues To my experience this almost never happens. So we keep working on projects with a limited scope that only have a chance of delivering a temporary fix at best. If you really want to address the bigger challenges in our organisations (and society) you have to shift your thinking from programs and projects to a more systemic mindset. You need to work on changing the underlaying and supporting structures. Which is by no means is an easy thing to do. Someone who has been pioneering this field for the last decade is Penny Hagen. In this weeks episode Penny shares the lessons she learned around: How to budget for systemic change? How to measure progress? And how to keep people motivated when they don't see tangible change right away? I feel that this episode is especially valuable if your work currently has narrow scope and you feel like you're not getting the opportunity to address the root causes of challenges. After listening the conversation with Penny you'll definitely have some ideas about how you can start making impact on a more fundamental level through your work. --- [ GUIDE ] -— 00:00 Welcome to episode 106 02:45 Who is Penny 04:20 60 second question round 06:40 Adopting a more systemic and holistic view 12:50 Are we brave enough? 14:20 What we track is what we value 17:30 Helping people to see the value of our work 26:00 Showing results on different levels 30:45 We have to look inward for solutions 38:10 Don't keep it open 43:05 Did you make change 44:20 Nothing is out of scope 47:50 Scaling isn't about the what 50:20 Ways of working for complex challenges 52:50 Get in touch with Penny 53:35 Final thoughts --- [ LINKS ] --- * http://twitter.com/pennyhagen * https://twitter.com/codesignlab_akl * https://www.linkedin.com/in/pennyhagen/ --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- 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

Taking risks is an inherit part of design. Trying things you haven't done before. Doing experiments. Exploring uncharted territory. It's exactly these things that give us fulfilment and that we're frankly just very good at. But doing this type of work has its price. And that price can be high. When you're in the business of putting new things into the world you never know what the response will be. The response might be praise but it also might be total rejection. We just don't know until it's out in the open. And here lies a major problem... Many designers tend to identify themselves with the things they design. Which means that they take any type of response as an judgement about them rather than about the thing that you've put into the world. This causes completely unnecessary stress, anxiety and mental suffering. And ultimately prevents you from giving everything you've got to the world. Is there a solution? Yes, there is. You have to find a way to be critical about your work while being compassionate for yourself at the same time. In this episode Natalia Agudelo shares how she is trying break free from the struggles of identifying herself with her work. The good news is that there are practical things you can do to adopt this mindset. It's a skill you can practice. If you want to be a happier designer and deliver better work Natalia's story might provide you with some valuable insights on how to get there. --- [ GUIDE ] --- 00:00 Welcome to episode 105 01:40 Who is Natalia 05:00 Taking things as they are 06:40 Unnecessary stress 10:00 Addressing the lack of awareness 13:00 Be critical and compassionate 16:40 Separate yourself from the design process 19:15 Think about how you think 23:00 Develop your internal voice 25:00 The grass is greener where you water it 28:40 How can I open up 34:00 Practice kindness 36:00 Be more present 36:45 Recommended resources 38:25 Get in touch with Natalia 38:45 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/nataliaagudelo/ * https://www.goodreads.com/book/show/8695.The_Restaurant_at_the_End_of_the_Universe --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- 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! servicedesignshow.com/free-course

In order to make real impact on customers and business you need to have influence on the strategy of an organisation. The truth is that strategy isn't necessarily associated with the practice of design. So once you do start working on strategy it's very easy to get sucked into the traditional corporate culture and mindset. You'll tend drift away from the core values of design. An important part of your job already is figuring out what the right thing is to do. So not getting involved with strategy isn't an option. Unless of course you're okay with letting others do the thinking and just focus on execution. So how do you fully embrace strategic thinking without losing the thing that makes design so valuable? In this episode Leon Hovanesian shares the lessons he learned on his journey. You'll learn what it means to form and express a new identity. How to create bridges between disciplines. And why actions speak so much louder than words. This is a great episode if you want to have more influence on business as a designer while staying true to our field. --- [ GUIDE ] --- 00:00 Welcome to episode 103 01:54 The interview 03:00 Who is Leon? 04:36 The balance between strategy and design 08:26 Ignoring strategy isn't an option 12:50 Jumping from design to strategy 14:30 Make it tangible and real 20:20 How do you get out 28:55 Show me what you do 33:40 Keep it simple 36:30 When will business become design 40:05 Get in touch 41:20 Closing words --- [ LINKS ] --- * https://www.linkedin.com/in/leon-design-innovation/ * https://doblin.com/ * https://medium.com/chicago-business-designers * Book: Good Strategy Bad Strategy - https://amzn.to/2Cz5uPh --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- 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! servicedesignshow.com/free-course

There's no doubt that your service design skills are needed more than ever these days. Many pressing (social) challenges have emerged over the last months. Challenges that just scream for a design approach. The big question though is what's the most effective application of design in this context? Rushing in with our tools and methods isn't the best way to contribute to sustainable solutions. In this episode Linda Pulik shares here experience with designing solutions for the social sector. One of the key success factors seems to be that you have to find the perfect balance between being a design leader and a design facilitator. How to find that balance is center to the conversation in this episode. In this episode you'll also learn what rise and fall of #DesignThinking means for the design community. There are many signs that design thinking has become a victim of it's own succes. So the question becomes what's next? We as a design community need to look in the mirror and rethink the value we're delivering. --- [ GUIDE ] --- 01:45 Who is Linda? 03:00 The first encounter with Service Design. 05:00 What if people who could make an impact in this epidemic would listen to real experts? 14:30 How far should designers insert themselves into the social sector? 23:30 How much design thinking is too much? 31:30 Big question: what has been the most unexpected application of your design expertise? --- [ LINKS ] --- * https://www.linkedin.com/in/lindapulik/ * https://www.creativereactionlab.com/webinar-series * https://www.talenthouse.com/i/united-nations-global-call-out-to-creatives-help-stop-the-spread-of-covid-19 --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- 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! servicedesignshow.com/free-course

Tristan Schultz discusses how systemic thinking enhances design by opening new solution pathways. Topics include indigenous knowledge, challenges of universal design, and the significance of diverse worldviews in service design.