Service Design Show

What can service designers learn from how different industries, different markets and even different countries respond to the value of our field? Because as you know not everyone perceives the need for service design in the same way we do. In this episode Slavo Tuleya shares his experience from setting up an innovation lab focussed on mobility services in China. Slavo has a nice comparison as he previously setup a similar lab in Europe. It might not come as a big surprise that the perception of service design in China is different compared to other parts of the world. But it's not just the perception. It's also way you need to work as a service designer. A specific thing we talk about is how you collect feedback within your design process. Collecting feedback from users and stakeholders is vital in order to make sure you're on the right track. But what if people aren't used to giving feedback? How can you still collect the data you need? And finally we also discuss why it is so important to be able to actually show what service design looks like in practice and have tangible evidence of the work that you've done. Because if you want to give people the confidence to work with you showing theoretical models just won't cut it. You need to show dirty hands. EVERY SHARE HELPS So if you know someone who might be interested in the topics we've discussed in this episode make sure to share it with them. ----- [ EPISODE GUIDE ] ----- 04:00 - First encounter with Service Design 05:10 - Why is the perception of service design different in different markets? 12:30 - How many feedback mechanisms are enough? 21:20 - When will we let people experience service design on the inside? 29:20 - Big question: How do different industries respond to service design? ----- [ LINKS FROM THE EPISODE ] ----- * Personal site ➜ https://go.servicedesignshow.com/89rx4 * Slavo on LinkedIn ➜ https://go.servicedesignshow.com/z58ht * Kiuub Studio ➜ https://go.servicedesignshow.com/w6phv * Service Design CZSK ➜ https://go.servicedesignshow.com/0z9fd ----- [ 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

Service Design can be a great driver of value. Not just for businesses but for a whole nation. Knowing this one might wonder how you can accelerate the pace at which service design spreads and is adopted by a community. As the CEO of the Danish Design Centre Christian Bason thinks about this every day. Spreading service design requires growing both the demand side and the supply side. More organisations need to be interested in applying service design to solve their challenge and there need to be enough skilled service designer to work on those challenges. In this episode Christian shares his perspective on how to that. Have you ever considered the outcome of service design to be new business models? Christian argues that that's actually a really important aspect of our practice and we should embrace it even more. We discuss the implications of what it means for you. At the end of the episode we're also doing a book giveaway! Read down below how you can get your hands on a signed copy of one of Christians books. Leave a comment or send me a message on LinkedIn! P.S. If you know someone who might be interested the things we've discussed make sure to share the episode with them! ----- [ EPISODE GUIDE ] ----- 02:30 - First encounter with Service Design 03:40 - How far can service design reach? 12:45 - What if we would see new business models as design outcomes? 23:15 - How can we develop policies that accelerate and stimulate the use of service design? 31:15 - Big question: What is the role of service design in a digital context? 32:20 - Book giveaway! ----- [ LINKS FROM THE EPISODE ] ----- * Christian on LinkedIn ➜ https://go.servicedesignshow.com/j53se * Danish Design Centre ➜ https://go.servicedesignshow.com/w6qxu ----- [ 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 ------ [ BOOK GIVEAWAY ] ------ So we're giving away a signed copy of one of Christian's books. All you need to do to participate in this giveaway contest is to leave a comment down below before June 13th 2019 11:59pm (Amsterdam Time). If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner. ----- [ 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

Human Centered Design is getting a lot of attention these days. But what are we giving up if we put the human at the center? What are the limits of our current practice? In this episode Anab Jain shares her perspective on why we need to look beyond human centered design. Or at least augment it with more holistic view. Next we challenge the notion of the designer as problem solver. Are we really solving problems or are we creating more and maybe even more complex challenges? Anab advocates that we adopt a more humble and probably realistic attitude. This is definitely a though provoking episode that will most likely change your mindset about our current practice. If you know someone who might be interested the things we've discussed make sure to share the episode with them. ----- [ EPISODE GUIDE ] ----- 03:00 - How can we as designers not think about climate change? 09:30 - What if we give up the idea of human centered design? 19:00 - How far can we live with the hybris that we are problem solvers? 25:45 - Big question: What inspires you? ----- [ LINKS FROM THE EPISODE ] ----- * Anab on LinkedIn ➜ https://go.servicedesignshow.com/vmmje * Superflux ➜ https://go.servicedesignshow.com/wt290 * Yellow Chair Stories ➜ https://go.servicedesignshow.com/6eeht ----- [ 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

Is Service Design a true distinctive design discipline? According to Lara Penin it certainly is. It's certainly a topic that evokes a lot of debate in our community. The transdisciplinary nature of service design often makes it hard to point out the craft in our work. Also the fact that we don't have a tangible design material doesn't make things any easier. But in this episode we explore what makes service design a distinctive design discipline. Lara also explains why service design is actually a lot about designing people. It's about designing the way people work. We should be really conscious about the consequences our designs can have on the lives of people. For that we must let go of abstracts like personas and really understand the people we're designing for as people. As simple as that might sound it's actually not that easy at all. Finally we talk about the advanced mindsets in service design which are needed to make real and sustainable impact. These mindsets are going to help you go beyond the tools and methods. It's our role as a community to shine a light on these mindsets and show the world that this is what goes on below the surface of service design. What's your biggest takeaway from this episode? Leave a comment or send me a message on LinkedIn! P.S. If you know someone who might be interested the things we've discussed make sure to share the episode with them! ----- [ EPISODE GUIDE ] ----- 04:45 - Book giveaway! 05:15 - The first encounter with Service Design. 08:45 - How much design is there in Service Design? 17:45 - Who are the people behind the services we use? 24:30 - How can we define advanced mindsets for Service Designers? 34:30 - Big question: What is your politics as a Service Designer? ----- [ LINKS FROM THE EPISODE ] ----- * Lara on LinkedIn ➜ https://go.servicedesignshow.com/84sc8 * Parsons School of Design ➜ https://www.newschool.edu/parsons/ * DESIS Lab ➜ https://go.servicedesignshow.com/n66dc * Designing the Invisible (book) ➜ https://go.servicedesignshow.com/f57mu ----- [ 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 ------ [ BOOK GIVEAWAY ] ------ So we're giving away a signed copy of Lara's book called "An Introduction to Service Design: Designing the Invisible". All you need to do to participate in this giveaway contest is to leave a comment down below before May 9th 2019 11:59pm (Amsterdam Time). If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner. ----- [ 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 does it mean to work as a Service Designer in a team that heavily relies on #RemoteCollaboration to get their job done? Can you still successfully operate as a Service Design when you don't have the ability to physically interact with your team mates, stakeholders and customers? Jacquelyn Brioux is exactly in this spot in her role at Shopify. She shares her learnings and gives some tips on practical tools that help to make this work. We also dive into the topic of #EmotionalIntelligence and debate why it's still pretty much undervalued in the workplace. The implications of this a huge by the way way. Lower employee retention. Less productivity. And less involved staff. Just to name a few/. Finally we talk about when we should start giving service design away. I know it sounds scary and uncomfortable but as you'll learn it's inevitable. But what is actually the thing we give away!? Jacquelyn shares how she's doing this right now at Shopify. Did you enjoy this episode? Leave a comment or send me a message on LinkedIn :) If you know someone who might be interested the things we've discussed make sure to share the episode with them! ---------------------------------------- EPISODE GUIDE 03:30 - The first encounter with #ServiceDesign. 06:30 - How can we enable effective remote collaboration? 19:40 - Why is emotional intelligence important in the workplace? 31:00 - When is it time to give service design away? 40:30 - Big question: How can bring Service Design into the HR space? ---------------------------------------- LINKS FROM THE EPISODE * Jacquelyn on LinkedIn ➜ https://go.servicedesignshow.com/vounj * The startup story of Gimlet Media ➜ https://go.servicedesignshow.com/nppb_ [ TOOLS ] * https://whimsical.co/ * https://mural.co/ * https://miro.com/ (used to be RealTimeBoard) MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast 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 do you turn a customer centric vision into reality? This is exactly what Priscila Willams is tasked to do within large banks and in this episode she shares her most valuable learnings. How important is support from top level management? Do you need to make a business case upfront? Who are the people you should have conversations with in order to operationalize your ideas? These are just some of the challenges that Priscila has had to deal with. Every organisation is different and requires it's own approach to customer centricity but this episode will definitly help you to plot that roadmap. So roll up your sleeves and get ready to put things in motion :) Do you know someone who might be interested the things we've discussed during this episode? Make sure to share the episode with them! ---------------------------------------- EPISODE GUIDE 03:55 - The first encounter with Service Design. 05:35 - How can we develop a change management strategy to make organisations more customer centric? 13:50 - Why is it important to choose and prioritise your projects? 23:10 - How can we make a journey centric strategy? 31:40 - Big Question: how do you shift the mindset? ---------------------------------------- LINKS FROM THE EPISODE * Priscila on LinkedIn ➜ https://go.servicedesignshow.com/_khmr MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast 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

If you're a human being you are a storyteller. Stories are the human operating system. In this episode you'll learn that stories are not just useful for transferring knowledge or communicating results. They can also be used as a tool to explore, understand and co-create. Mary Alice Arthur proudly calls herself a story activist. She's on a mission to help people and organisations find the stories that make them flourish. It's hard to deny that stories and storytelling are getting a lot of attention these days. According to Mary Alice this is primaly due to the fact that stories have the power to evoke emotions and therefor influence people. But there's more to stories that just using them to influence. Stories are also about collective sensemaking and wholing. I really hope this episode with Mary Alice will inspire you to think about how you can use stories to design better service! P.S. If you enjoyed this episode don't forget to share it with someone who might like it as well. Thanks :) ---------------------------------------- EPISODE GUIDE 04:15 - Why are we talking about storytelling as the new black? 15:30 - What if story could help you in a variety of ways you’re working? 23:30 - How far can we take story? 32:45 - Big question: What is the tradeoff? ---------------------------------------- LINKS FROM THE EPISODE * Mary Alice on LinkedIn ➜ https://go.servicedesignshow.com/84epw * https://www.getsoaring.com/ * https://www.storythefuture.com/ * https://www.facebook.com/storythefuture/ BOOKS * Megatrends ➜ https://go.servicedesignshow.com/kewxg * The More Beautiful World Our Hearts Know Is Possible ➜ https://go.servicedesignshow.com/_1614 * Theory U: Leading from the Future as It Emerges ➜ https://go.servicedesignshow.com/v3dhp Surfing the 3 Waves of Story * Part One ➜ https://www.getsoaring.com/surfing-the-3-waves-of-story/ * Part Two ➜ https://www.getsoaring.com/surfing-the-3-waves-of-story-part-2/ * Part Three ➜ https://www.getsoaring.com/surfing-the-3-waves-of-story-part-3/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast 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

Often there is a big gap between what clients want and what they truly need to solve their challenge or achieve their goal. As a service designer you'll need to use all your diplomatic skills to open clients up for a fresh perspective. This is a crucial step if you want to make impact. We know about Service Design Thinking, Service Design Doing and in this episode Greg Lakloufi talks about Service Design Understanding. The rise of toolkits and the availability off the shelf methods makes service design more accessible for newcomers. But this also creates the need for deeper understanding of what service design is. Understanding is the key to using the tools and methods to their full potential. And finally Greg talks about how we can shift out focus from deliverables to outcomes. We are here to drive customer centric change. Our deliverables are just tools that help us get there. So we really need to focus on outcomes rather than deliverables. Did you enjoy this episode? Share it with someone who might like it as well :) P.S. Don't forget to connect with me on LinkedIn and say hi! ---------------------------------------- EPISODE GUIDE 04:45 - The first encounter with Service Design. 06:00 - How can we find the right balance between what clients want and what they need. 14:45 - Why do we need Service Design Understanding? 26:00 - When will we focus on delivering outcomes? 35:20 - Big Question: How do we get people to understand service design? ---------------------------------------- LINKS FROM THE EPISODE Greg on LinkedIn ➜ https://go.servicedesignshow.com/btma7 Service Design Dallas Meetup ➜ https://go.servicedesignshow.com/ps853 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast 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

While law might not be the most sexy thing for designers to think about they are an essential part for delivering great services. You might not realize it but almost every aspect in our daily live has a some legal aspect to it. And the legal side of things is now primarily handled by people graduating for law school rather than by designers. But there's no rule in the law stating that rules and regulations should be boring and not user centered. Having both a background in law and design Angelica Flechas is evangelising the discipline of #LegalDesign. A discipline that aims to make law more user friendly and accessible. In this episode we talk about what legal design actually looks like and discuss some interesting case studies. Have you been merging law and design in your work? Leave a comment and share your experience! ---------------------------------------- EPISODE GUIDE 03:10 - The first encounter with Service Design. 04:20 - What if every service designer could work with legal topics? 12:45 - Why don’t we trust lawyers? 22:55 - When will we have useful regulation? 33:00 - Big Question: Would you want to do legal design ---------------------------------------- LINKS FROM THE EPISODE Haptica ➜ https://go.servicedesignshow.com/sv3eb Angelica on LinkedIn ➜ https://go.servicedesignshow.com/7u06t MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast 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 secret to designing and delivering great public services? In this episode Chelsea Mauldin shares her experience from running one of the leading service design agencies in the United States that focuses on the public sector: Public Policy Lab. We talk about the challenges associated with scaling and implementation of services in a public context. And why you should never engage in a project that lacks people who will eventually be able to execute on the generated ideas. Chelsea also shared some of her ideas on how you can get clients to take a more open approach rather than jumping straight to solutions. So the next time a client approaches you and asks for an App make sure to follow Chelsea's advice. And finally we address a really big topic: how far can you as a designer go in making sure that your work isn't used to do harm? You might think that this is primarily something you need to think about when working for oppressing regimes. But this is actually much closer to home then you think! According to Chelsea in every design project you need to be very aware of the power balance. And think about if your solution might be used to do harm to the people who are not in power. To make this episode happen we got some help from the service design community as two topics where contributed by them. Thanks for that! And let's do it more often :) If you enjoyed this episode don't forget to pass the link to someone who might benefit from this as well. ---------------------------------------- EPISODE GUIDE 02:35 - The first encounter with Service Design. 05:30 - Why is thoughtful scaling and implementation difficult in a public sector context? 13:10 - How can we help policy makers keep an open mind rather than jumping to solutions? 22:00 - How far can a designer go guaranteeing an outcome which is a good outcome? 30:30 - Big Question: Where do we go from here? ---------------------------------------- LINKS FROM THE EPISODE Public Policy Lab ➜ https://go.servicedesignshow.com/_x69c Chelsea on LinkedIn ➜ https://go.servicedesignshow.com/dzen_ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast 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