Service Design Show

Join Meredith Black, a seasoned design professional who has shaped DesignOps teams at The New York Times and Pinterest. She reveals how DesignOps can ease the burdens of service design pros, allowing them to focus on creativity. Meredith discusses the impact of remote work on DesignOps strategies and shares her insights on building trust within organizations. She emphasizes community support and personalized strategies over one-size-fits-all solutions, aiming for a future where designers can thrive without operational constraints.

Kirk Marple, founder of GraphLit and a service design expert, dives into the game-changing potential of Retrieval-Augmented-Generation (RAG) technology. He explains how RAG can revolutionize service design by seamlessly integrating your project's history into decision-making. The discussion touches on data privacy, community learning, and the challenges of managing unstructured data. Kirk emphasizes the importance of metadata in enhancing AI workflows and invites professionals to embrace AI, making their processes easier, faster, and more enjoyable.

Steve Baty, an author and CEO of the Australian Design Council, dives deep into the urgent role of design in shaping a sustainable future. He discusses how today's design choices influence tomorrow's environment and encourages practical steps for impactful change. From addressing waste issues to fostering longevity in products, Baty explores the tensions between profit and planetary well-being. He stresses the necessity of optimism and the integration of indigenous wisdom in modern design practices to create a better world for future generations.

Joe Macleod, an expert in designing customer experiences, discusses the often-ignored aspect of service endings. He explores how poorly handled farewells can leave negative impressions and emphasizes the potential for businesses to transform these moments into positive experiences. By redefining service off-boarding and highlighting its impact on brand loyalty, he advocates for a thoughtful approach to endings. Macleod argues that well-designed conclusions can create brand ambassadors while fostering sustainability and deeper customer connections.

Ryan Rumsey, an expert in demonstrating design's impact, discusses the challenges of proving design's value in business. He compares it to the discovery of the Higgs Boson and suggests that companies may overlook the need for design to profit. The podcast explores methods to uncover the correlation between design work and business outcomes, highlighting the importance of persistence and unwavering determination.

Former Director of Design at the Government Digital Service in the UK, Lou Downe, discusses the evolution of service design, challenges in justifying the value of design, and the significance of diversity in the field. They touch on the upcoming sequel to 'Good Services', the importance of understanding user needs, and the future of service design.

Listen to Simon Clathworthy discuss the innovative perspective of reimagining service design materials like time, relationships, and culture. Dive into the concept of materials in service design, exploring how intangible aspects play a crucial role. Discover the value of peer interactions for professional growth and the significance of understanding time as a unique material in service design. Explore the comparison between selecting materials in product and service design, emphasizing the essence of essential elements like time and aesthetics.

Marzia Arico shares insights on design leadership, discussing the need for a more empathetic leadership style. Topics include battling imposter syndrome, influencing change within organizations, and the importance of storytelling to inspire innovation. A must-listen for those looking to make a positive impact in the world.

Fang-Jui Chang challenges fundamental beliefs in service design, questioning flawed systems like ownership, currency, and government. The conversation explores indigenous philosophies, reciprocal relationships with nature, and the power of stories in reshaping societal norms. Embracing quantum physics and critical thinking, the episode advocates for radical imagination to co-produce alternative futures and shift towards a sustainable economy.

Learn from sustainability expert Lilli Graf about the urgent need for transformative change amidst the crisis, the importance of community reflection, embracing nature, and Imma Collective's journey towards sustainability. Discover how generosity can redefine wealth, the significance of 'The Circle' community, and the fusion of capitalism and socialism for sustainable design. Explore human disconnect from nature, building climate resilience, and the intertwined nature of entrepreneurship and community growth.