Service Design Show

Is it possible? Can you win a game of checkers while playing chess at the same time? What on earth do you mean Marc? Okay, let me rephrase the question. Can you deliver short term results through service design projects while at the same time helping your client to build the capabilities that will benefit them in the long term? I do strongly belief that you have to bring service design in-house. Otherwise you will get stuck at running superficial projects that don't really change the system. An external agency might be the fire starter at first but eventually the design and delivery of great services needs to be a core competence of every company. I know what you're thinking. Learning service design on the job through projects is a great idea in theory. In practice its a lot easier said then done though. For one, you will have to deal with the middle layer of the organisation which in most situations has quite a short term mindset. So when you advocate to build internal capabilities that will benefit the organisation in the long term there's a conflict of interests. But as I mentioned I don't think we really have a choice. We have to find a way to get this done. Someone who has been trying to solve this wicked design challenge for a long time is Patrick Quattlebaum. Together with his team at Harmonic design Patrick helps organisations to design great services, while at the same time helping them to adopt the service design way of working. This episode of the Show is packed with valuable lessons from someone who has been on the front line for a long time. So if part of your job is to help (internal) clients build service design capabilities... the insights you get from this episode will make your life a lot easier. --- [ GUIDE ] -— 00:00 Welcome to episode 115 04:15 Who is Patrick 05:00 60 second rapid fire 09:15 Why is building capabilities important? 12:30 Going into the operating model 16:00 Service and capabilities outcomes 18:15 Where do I start? 24:45 Can you teach this? 29:00 Demonstrating value 34:30 Can you be strategic and practical 40:15 Change hurts 46:00 Navigating the middle 48:30 Give it away 53:30 Practical advice 59:45 Set up for success 1:03:00 Get in touch with Patrick 1:03:45 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/ptquattlebaum/ * https://twitter.com/ptquattlebaum * https://www.thisisharmonic.com/ Books * Orchestrating Experiences - https://amzn.to/37RpOrf * The Searcher - https://amzn.to/3m8eqwh * The Trusted Advisor - https://amzn.to/2VUjQ3h --- [ 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

Here's a challenge I think you'll recognize... How do you move design up the maturity ladder in an organisation? Back in the day when I would get called in for a project I knew the client wouldn't get a lot of value out of the design approach when we would just apply it on the superficial layers of a service. No surprise here. To have any meaningful impact on business and customers we needed to use design from strategy to implementation. The truth is that I often got quite frustrated about this process. Many clients weren't ready for this. And navigating through the organisational layers and the internal politics isn't what I signed up for (or at least I thought). But I also didn't want to get stuck doing work on the margins. Especially when you know which value you can contribute. This seems to be a common channel for many service designers out there. If this sounds familiar than this week's episode is just for you! I sat down with Homaxi Irani to discuss what you can do to successfully grow the influence of and appreciation for design within an organisation. Usually the conversations about this topic tend to stay quite abstract and high level. But as you'll hear Homaxi shares some very practical advice on things you can do tomorrow. So if you want to take design to the next level within your organisation make sure you don't miss this episode. --- [ GUIDE ] -— 00:00 Welcome to episode 114 02:40 Who is Homaxi 03:20 60 second rapid fire question round 05:30 Bringing design in to the broardroom 08:00 Why should we want to bring design into the boardroom 17:30 How to gain more influence 24:00 What is the secret sauce 28:30 Navigating the middle management swamp 34:00 Showcasing the value of design 42:00 Is design a risk? 50:00 How to move forward 59:00 The power of pragmatism 1:02:30 Get in touch with Homaxi 1:03:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/homaxi/ * Battle Scars by Dinaaz Lentin (book) - https://amzn.to/3fq5mkw * Religion for Atheists by Alain de Botton (book) - https://amzn.to/35ZyUCv --- [ 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 an in-house service designer you see so much potential to do good but often it feels like organisation is working against you. Preventing you to do the job you were hired for in the first place. You want to ask for objective advice, get someone's opinion or just share your frustration for a moment. But in many cases all the weight falls on your shoulders. You're the expert that everyone is looking up to. So what do you do? You join a campfire group of course. A what?! A campfire brings in-house service designers from different organisations together to help them grow as professionals. I've invited 5 people who are are part of such a campfire group to share their stories with you. In this episode they openly talk about challenges they face and also their tips on how to successfully navigate around them. Even if you're not working in-house I'm sure you'll get a lot of insights out of these stories! The registration for the next campfire group has just opened. So if you’d also like to be part of a supporting community and grow as a professional consider joining. You can find detail on how to apply on the page below https://www.servicedesignshow.com/campfire/ There's space for only 8 participants so if you’re interested don’t wait too long with submitting your application.

Most service designers will say that their goal is to design solutions that have a natural fit in people's lives. Because those are the solutions that will be embraced by the users and thus make the impact we're seeking to create. One challenge you probably already have faced is that as a service designer you always come in as an outsider. Usually at the start of a project you know very little about the local context, culture or environment. Even if you're designing something which is close by like a service for the internal department next door. So designing a solution that fits is not easy. Of course doing good design research helps. But that's not enough. You need something else to make sure your solution fits into the context. In this episode Priyam Sharda shares what that is. I invite you to listen to the stories Priyam shares and think about how the lessons translate to your world. Think you'll be surprised how many parallels you'll be able to find. --- [ GUIDE ] -— 00:00 Welcome to episode 113 02:10 Who is Priyam 03:10 60 second rapid fire 05:30 Designing better health care 09:00 Partnerships are the secret 15:00 Challenging the narrative 18:00 The response to design 20:30 Enabling the enablers 26:00 Scaling services 33:15 Be part of the transformation 36:30 Just do what works 43:15 Redefining results 47:00 Get in touch with Priyam 47:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/priyamsharda/ * https://scopeimpact.fi/ * https://www.theoryofchange.org/what-is-theory-of-change/ --- [ 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

Okay, here’s a thought experiment. Let’s move away for a moment from thinking about designing the next service that’s delivered through a fancy mobile app… What if you had to design service that literally help to save children's lives? And you have to do it in a low tech environment with very limited resources. While at the same time managing traditional stakeholders with their own perspective on the desired solution. Sounds impossible? Well that’s what Gonzalo Rodion and Phearak Mak are up against every day. In this episode you’ll learn how they do it. How they successfully design solutions that are embraced by the end users in this challenging context. I know that at first this might sound like a very distant world from your reality. Especially if you’re in a corporate environment. But trust me at the end of the episode you’ll be surprised by just how many similarities there are. If anything the stories Gonzalo and Phearak share helped me to get out of the design bubble we sometimes tend to get caught in. --- [ GUIDE ] -— 00:00 Welcome to episode 112 02:00 Who are Gonzalo & Phearak 04:00 What is IDE 05:45 60 seconds question rapid fire 08:30 The Innovation Lab 11:00 The challenges around social innovation 14:30 Designing social behaviour change 27:00 Obvious solutions 29:15 Finding the real problem 40:20 Making a meaningful impact 43:15 The lessons learned 46:00 Showing the value 49:20 Get in touch with Gonzalo & Phearak 50:50 Final thoughts --- [ LINKS ] --- * https://www.instagram.com/ideinnovationlab/ * https://www.facebook.com/ideinnovationlab * http://linkedin.com/company/ideinnovationlab * https://www.linkedin.com/in/gonzalo-rodino/ * https://www.linkedin.com/in/phearak-maksay-7a073b87/ --- [ 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

Embedding design in an organisation isn't easy. Especially if that organisation is quite traditional, heavily regulated and not very open to change. But the guest in this episode still found a way to do that. The secret to success? Take people by the hand and gently guide them through the process in small steps. This might sound obvious but we tend to forget that the things that come natural to us feel very distant to others. But giving too much guidance means that people won't take ownership of the process. Give too little guidance and you'll lose people along the way. In this episode we're going to explore how you can find that perfect balance. After listening you will be better equipped to facilitate the transition to a more designerly way of working. Even when your organisation is traditional, heavily regulated or not open to change. --- [ GUIDE ] -— 00:00 Welcome to episode 111 02:10 Who is Angela 03:00 60 second rapid fire 05:40 The need for better services 12:25 This is holding us back 19:10 Helping people cross the chasm 32:10 Give guidance 37:40 Training your design muscle 45:00 Biggest advice 48:00 Get in touch with Angela 49:30 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/angelaobias/ * https://www.twitter.com/yellowicepick * https://www.facebook.com/uxresearchfilipina/ --- [ 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

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