Service Design Show

Customers don't care about your internal departments. They only care about the experience they have with your service. So in order to deliver great services you need to organise around your customer. Not the other way around. But breaking down internal silos is easier said than done. Many have tried and failed. Big time. In this episode you'll learn from Emma Laurentz how customer insights can help to build those much needed internal bridges. Because when used in a smart way customer insights are one of the most powerful instruments you have to gently force stakeholders cross the borders of their own department. So the question then becomes what does it take to get the most value out customer insights? How can you best harness their secret powers? That's what you're going to find out in this chat with Emma! If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:00 - The first encounter with Service Design. 04:30 - What if organisations would work in a cross-functional way? 12:15 - How can we create more value through customer insights? 22:10 - Why should we try to aim for a common language? 29:15 - Big question: what prototyping methods are you using ----- [ LINKS ] -------- * https://www.linkedin.com/in/emma-laurentz-9208331a/ * ----- [ 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

What is the best place for an internal service design team so that it can bring the most value to the organisation? A question which is becoming more and more important. Even if you're with an agency or freelancing. Because knowing where service design fits into the organisational structure allows you to help your clients more effectively. Judy Mellett leads an internal team at Telus. In this episode we talk about the benefits and the downsides of being close to the day to day operation. And whether it helps to be at a distance in a stragic role. Futhermore Judy shares her experience in tackling a massive challenge using service design: Improve the educational system in british columbia Canada. If you're interested to learn more about that check out the talk Judy gave at the Service Design Network Global Conference 2019. You'll find links to that presentation down below. Finally we explore how far and wide service design (and / or design thinking) can reach. Which challenges should we address next as a community? And which challenges should we stay away from? If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:30 - The first encounter with Service Design. 10:15 - Why should we enable and invest in educating the next generation thinkers about the design thinking processes, philosophy and mindset? 19:15 - What are the benefits and tractions of a design team that is embedded? 35:35 - How far and wide can design thinking be applied? 44:15 - Big question: Where do you see design? ----- [ LINKS ] -------- * https://twitter.com/judymellett * https://www.linkedin.com/in/judymellett SDGC19 | Judy Mellett & Eleanor Liddy: Designing for Public Education * https://www.youtube.com/watch?v=0dZ5M4a6z_g * https://twitter.com/ddunneDesign ----- [ 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

In this episode you'll learn about some time and cost effective ways to do proper user research inspired by the world of copywriting. Successful conversion copywriter Joel Klettke takes you along his process to craft copy which deeply resonates with readers. As you'll hear that process evolves for a large part on conducting user research in order to understand the people you're going to write for. The similarities between how Joel does research and the way we do it as service designers is sometimes uncanny. There's just so much overlap that you wonder why our paths haven't crossed before. We also talk about how Joel is able to convince clients to do user research. Even when they think they know everything there is about their customers. Stepping outside the world of service design is sometimes the best way to improve our practice and this episode is I think a great example. If enjoyed this episode and found it helpful please consider sharing it with just 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:10 - The first encounter with Service Design. 04:10 - Why should Service Designers care about what a copywriting can teach them about customer research? 12:25 - How much do you need to know about a customer? 21:25 - How can we go and get this information in a cost and time effective way? 33:55 - Big question: Which research tools could we use from the copywriters toolkit? ----- [ LINKS ] -------- * https://twitter.com/JoelKlettke * https://www.linkedin.com/in/joelklettke/ * https://businesscasualcopywriting.com/ * https://www.typeform.com/ * https://copyhackers.com/about-copy-hackers/ * https://cloud.google.com/natural-language/ * https://www.hotjar.com/ * ----- [ 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

Are you saying that I have to stop practicing Human Centered Design? Well yeah that's basically the answer. According to Nik Parekh human centered design has brought a lot of positive change to the world but it's not sustainable. And to be honest Nik isn't the first one to make this argument. Former guests like Mauricio Manhaes and Anab Jain have also made a similar plea. We have to adopt a different design approach which is even more inclusive... Nik shares some inspiring examples how we can do that. The other topic you'll learn about in this episode is the one of #standardisation. Especially how far can you standardize the service experience without losing touch with the local context? This doesn't only apply to services offered by global brands... this applies to every service provider because local might be as small as your street! Finally talks about the next frontier for designers which is #law. I didn't see that one coming either. But it's interesting to think about what would happen when privacy policies, terms of use and yes even laws would be the outcome of a design process. In which way would the result be different than what it is today? ** Pass It Forward ** If enjoyed this episode and found it helpful please consider sharing it with just 1 other person you know. Every share counts. ----- [ GUIDE ] ----- 04:30 - The first encounter with Service Design. 06:10 - How far can we take standardisation within service design? 14:25 - Why human centered design? 25:30 - When will designers be law makers? 33:30 - Big question: In what areas can designers as lawmakers make an immediate effect? 34:30 - Book giveaway contest ----- [ LINKS ] -------- * https://www.nikparekh.com * https://www.linkedin.com/in/nikparekh/ * https://twitter.com/imNikParekh * https://medium.com/@nikparekh * https://www.beyondmeat.com/products/the-beyond-burger/ ----- [ 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

Is all service design ** good ** service design? If we assume it isn't how do you recognise what's good and what's not? In this you'll learn about the importance of ethics in design. Because it's your moral compass that guides you forward when you have to make decisions which require certain trade offs. The guest in this episode James Samperi talks about how they are developing a manifesto to help them in this process. We also talk about craft within service design. A topic that we've addressed in past episodes but it keeps coming back. The reason is that a lot of people are still unsure what the practice of service design entails. It's important that we're as a professional field are able to articulate what the traits are of a good service designer, service design team and service design project. The final topic is connected to the previous one. We're seeing that service design is becoming more and more fragmented. There are different "flavours" of it appearing on the market. Agencies that focus purely on digital service design, others who just focus on training and there's group who preaches the holistic version of it. Diversity can be great but it can also work against us for instance when clients get confused and end up buying the wrong flavour... As you'll hear James is someone who's been in the field for a long time. The questions and observations he shares are deeply rooted in practical experience. I hope you'll enjoy the episode and learn a thing or two. ** Pass It Forward ** If enjoyed this episode and found it helpful please consider sharing it with just 1 other person you know. Every share counts. ----- [ GUIDE ] ----- 04:15 - The first encounter with Service Design. 07:10 - Why design ethics? 17:45 - How can we get into a conversation about design craft in service design? 28:20 - How can we help clients to buy service design in a more informed way? 38:15 - Big question: How do we retain what made design special in the first place? ----- [ LINKS ] -------- * James on LinkedIn ➜ https://www.linkedin.com/in/jamessamperi/ * James on Twitter ➜ https://twitter.com/jamesamperi * Engine Service Design ➜ https://www.enginegroup.co.uk/ * Customer-Driven Transformation (book) ➜ https://go.servicedesignshow.com/dumw3 * Strategy Safari (book) ➜ https://go.servicedesignshow.com/3rt-s ----- [ 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

What happens when you start using spaces as a distinct design material rather than a just designing a space? That's exactly the question Scott Witthoft is has been exploring for the last decade. Scott wrote the book Make Space along with Scott Doorley back in 2012 to provide a starting guide on how we can take control of the spaces around us and shape them in a way they support our needs. We talk about what has happend since the book was published and what Scott has learned years that have gone by about this topic. In this episode we also explore the notion of prototyping spaces. Scott shares his ideas on how to actually do that. And as you'll learn according to Scott prototyping should be treated with the same care and intent as the final output. You cannot slack here if you want your prototype to yield some useful results. Finally we dig into the world of small-scale builders. Especially people who create high end guitars. We look at what we can learn as designers from how this community practices and shares their craft. The topics in this episode are on the fringes of service design. Because that's the place where we can find most inspiration! :) ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ GUIDE ] ----- 06:00 - First encounter with Service Design. 08:00 - When will organisations use space as a design tool? 18:15 - How do we use our practice to demonstrate our practice? 28:45 - What can we as designers learn from small-scale builders? 39:15 - Big question: What does it take to call yourself a service designer? ----- [ LINKS ] -------- * Scott on LinkedIn ➜ https://go.servicedesignshow.com/c_-v2 * Scott on Twitter ➜ https://twitter.com/scaevolae * Make Space (book) ➜ https://go.servicedesignshow.com/b1xmc ----- [ 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

Wouldn't it be great if we could get the design approach into the hands of many more people and empower them to improve their life? Keneilwe Munyai is on an inspiring mission to get design out of the corporate lab environment and make it accessible to people in rural areas of Africa. In this episode we talk about the barriers that we've put in place that make design less inclusive at this moment. And of course what we can do to break down these barriers. Because we can't afford to restricted design a small privileged group of people. Next up on is the topic of sustainability. There's a lot of talk about designing for sustainability but not so much action according to Keneilwe and that needs to change. We go over some strategies to actually make sustainability and integral part of your design process. Not hard, but super important. Finally it's all about redesigning education. Too many students end up finishing school with a degree but unemployed. As a program manager for the d-School in Cape Town Keneilwe constantly thinks about how to design a curriculum that allows students to contribute to their environment right after they graduate. Or even better during their study. The key is to close the gap between the classroom and the outside world. Did I mention that we only touched upon big topics in this episode? Enjoy! :) ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ GUIDE ] ----- 03:45 - First encounter with Service Design. 05:20 - What if we democratised design thinking? 16:05 - How can we design for sustainability? 23:50 - When will we develop a context relevant curriculum that empowers young people? 32:50 - Big question: What does service design offer? ----- [ LINKS ] -------- * Keneilwe on LinkedIn ➜ https://go.servicedesignshow.com/q32k_ * d-school Cape Town ➜ https://go.servicedesignshow.com/ad7a6 ----- [ 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

Once you start working as a service designer you'll quickly realise that climbing up the corporate ladder isn't the typical career path. Usually there is no "up the ladder" for service designers... So how do you make sure you don't get stuck in your career after a few years. The guest in this episode, Angela Yeh, has 20 years of experience helping designers to navigate their career. She works in the super interesting chasm between employers and design talent. In this episode Angela shares why a lot of designers struggle to communicate the unique skills they bring to employers. And as a result of this don't get the opportunity to show what they are capable of. Angela has a few helpful tips on what you can do to explain the value you create even when an employer doesn't know a lot about design. We also talk about the conditions which are needed for designers to thrive. And how to handle situations where these conditions are not (yet) in place. As Angela says it's not so much about the maturity stage of design within a business but much more about the willingness to invest in it. Finally we take on the employer perspective and discuss how what goes through their mind when looking for design talent. Because when you better understand what's going on at the other side of the table you increase your chance of finding the job you'll love. ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ EPISODE GUIDE ] ----- 03:30 - First encounter with Service Design. 05:30 - Why relating to design? 12:45 - How can we create a career where we’re thriving? 22:00 - When will companies hire design talent? 30:15 - Big question: Where do you see the need for service design? ----- [ LINKS FROM THE EPISODE ] -------- * Angela on LinkedIn ➜ https://go.servicedesignshow.com/3-blx * Yeh IDeology ➜ https://go.servicedesignshow.com/et9bv * Thrive by Design ➜ https://go.servicedesignshow.com/q9k84 ----- [ MORE EPISODES ] ----- 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

How come we as customers rarely feel truly served even when we're surrounded by services? What has caused the disconnect between services and actually serving people. And more importantly how can we reverse this? That's what you'll in this episode with Joel Bailey. Joel is a true service design pioneer who can be credited for starting the notorious service design drinks and thinks events in the early days. We explore how the quest for efficiency has create a big gap in most organisations between us as consumers and the people who are delivering (and often designing) the service. Organisations who want to be more customer centric need to find ways to close that gap and Joel shares some ideas on how to do that. The other big topic we discuss in this episode is the one of scaling service design. Yes it's a topic that has been debated often on the Show lately. Joels take on this is that we when focus on scaling service design we are bound to fail. What we should do instead is focus on scaling the design of services. This approach opens a vast pool of talent. And that's a good thing because according to Joel we do need an army of people with an army of skills. ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ EPISODE GUIDE ] ----- 04:50 - The first encounter with Service Design. 07:30 - How can we reconnect people to people? 17:15 - When will we scale service design? 31:40 - How far are we on our road to talent growth? 39:05 - Big question: Where should Service Design agencies go next? ----- [ LINKS FROM THE EPISODE ] ----- * Joel on LinkedIn ➜ https://go.servicedesignshow.com/9qxyj * Sam Walton: Made In America (book) - https://go.servicedesignshow.com/esf_k ----- [ MORE EPISODES ] ----- 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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

In this episode Patrick Bach shares his learnings about what it takes to successfully build and lead a service design that is able to create sustainable value within a large corporate. We talk about the need to expand our existing service design toolkit with new tools and methods. This might mean that we need to tap into areas like behavioural economics and lean six sigma. Collaborating much more with people who wouldn't necessarily call themselves service designers. Next we addresses the question: Where do good service designers come from? Patrick has a lot of experience hiring people for his team. So he's learned a thing or two about the background and characteristics of people that tend to fit well into this role. The big challenge for people who lead service design teams is how do you keep everyone on board and engaged? Because as you'll learn in this episode service designers aren't really interested or motivate to climb up the corporate ladder. Finally we talk about the kind of leadership that leads to service design teams performing to their full potential. How much guidance is required and how much freedom should be given. Patrick shares some great insights about this. ** EVERY SHARE HELPS ** If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well. ----- [ EPISODE GUIDE ] ----- 03:25 - First encounter with Service Design. 07:25 - How might we integrate new methods into the service design toolkit? 16:40 - Who are the people that choose career paths in service design? 25:50 - How much do we need to lead our service design teams? 36:20 - Big question: How can we better articulate the value we bring? ----- [ LINKS FROM THE EPISODE ] ----- * Patrick on LinkedIn ➜ https://go.servicedesignshow.com/u8_04 * Service Design Canada ➜ https://go.servicedesignshow.com/phbez * Service Design Network Global Conference 2019 ➜ https://go.servicedesignshow.com/0-kas ----- [ MORE EPISODES ] ----- 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 FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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