Service Design Show

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

What happens when stories are used just to gain a financial profit? According to best selling author Annette Simmons the impact is profound on our society. In this episode we talk about the role stories play in passing on morals and building emotional connections in our society. Further Annette elaborates om the two ways of knowing what is true. The object and the subjective kind. And especially the latter is interesting from a service design perspective. As you'll learn our clients don't want proof that service design works, they want... trust! It's been addressed a lot of times on the Show already, being a great communicator and knowing how to use leverage stories to create impact is a fundamental skill for every service designer. If you enjoyed this episode don't forget to pass the link to someone who might benefit from this as well. ---------------------------------------- EPISODE GUIDE 03:30 - The first encounter with Service Design. 04:40 - How can we balance objective and subjective thinking? 13:25 - Why do we need morals? 14:45 - How can we craft stories that build profit and connections? 32:35 - Big Question: How can we use morals to find secrets for services? ---------------------------------------- LINKS FROM THE EPISODE Annette on LinkedIn ➜ https://go.servicedesignshow.com/n-mh7 Personal website ➜ https://go.servicedesignshow.com/sh162 The Story Factor ➜ https://go.servicedesignshow.com/152pb 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

In this special episode we look back on some of the highlights of 2018 and talk the plans for this year. Last year we had some of the smartest and inspiring minds on the Show. This wouldn't have been possible without your support. So thank you for that! One of the things that we started last year and definitely will continue this year is sharing shorter episode in which I try to answer some of the big questions within Service Design. If you haven't seen these videos yet make sure to take a look on our YouTube channel. Over the years the Show has grown into a community of like minded people who share a deep passion for Service Design. This community has really come together in the Selling Service Design with Confidence course that's part of the Show. I'm really looking forward to spend even more time with you in this community and help to spread the message of Service Design. Finally at the end of the episode you'll learn more about the brand new Customer Journey Mapping course that I recently released. And why I think this is the most helpful course currently out there on this topic :) If you want to learn more about the course click the link below. [THE PERFECT MAP COURSE] Learn how create the perfect Customer Journey Map that helps you get the job done, each and every time. https://servicedesignshow.com/tpm ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. go.servicedesignshow.com/instagram ---------------------------------------- [THE PERFECT MAP COURSE] Learn how create the perfect Customer Journey Map that helps you get the job done, each and every time. https://servicedesignshow.com/tpm

Do you take the time to really reflect on your work and consciously think if the things you're doing are impactful? I guess we all recognise this to a certain degree: When you're caught up with the day to day operational stuff you rarely of (or rather take) the time to think critically about what you're doing. And we all know where that sometimes leads to... So in this episode Fumiko Ichikawa talks about ways to find more balance between thinking and doing as a design practitioner. We also look at another very interesting topic in this episode... A common challenge in a lot of service design projects is that as soon as the external agency leaves, the project loses most of it's momentum. Fumiko shares, from her own experience, a very effective way to increase the chance that the solution you're working on actually stays alive once you're gone. The answer to this will likely give you a different perspective on what a deliverable of a service design project might be. And finally we talk about the tendency of stakeholders to jump from research mode into ideation / solution mode. What can you do to allow for more time and deeper reflection? This episode is filled with great practical insights so I really hope you enjoy it! ---------------------------------------- EPISODE GUIDE 05:00 - The first encounter with Service Design. 06:20 - How can we balance thinking and doing? 13:20 - What if we can establish community through the design process? 20:35 - Why do we need to reframe? 28:35 - Big Question: How do YOU balance thinking and doing? ---------------------------------------- LINKS FROM THE EPISODE Fumiko on LinkedIn ➜ https://go.servicedesignshow.com/llac1 Re:public ➜ http://re-public.jp/ Reach Network ➜ https://go.servicedesignshow.com/r-io_ 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

In this episode Selene Castilla give us an update on the current state of Service Design in Latin America. And we also discuss what's needed to take it to really the next level. The second topic we address is a big one: measuring the impact of Service Design. Selene has a really interesting perspective on how to approach this. It's not so much about trying to measure everything but rather measuring just a few things and do that frequently. Finally we continue the converstation that we also had in the last episode and that is how to scale design teams. Selene is tasked with building design teams across 4 different countries. According to her you can't follow a formula or blueprint. In the episode she reveals her approach. If you enjoyed this episode it'd be great if you could take a minute and leave a review on iTunes or any other platform you're listening. ---------------------------------------- EPISODE GUIDE 03:10 - The first encounter with Service Design. 04:20 - Why is Service Design important in Latin America? 10:45 - How far shall we go in measuring Service Design? 20:35 - How can build, lead & scale design practices? 29:35 - Big Question: How can we be more connected? ---------------------------------------- LINKS FROM THE EPISODE * Selene on LinkedIn ➜ https://go.servicedesignshow.com/wanhz 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

DesignOps. This is a big topic these days. It basically boils down to the question how can you support design teams to be more impactful? What types of structures and processes can we put in place for that? In this episode Bernardo Torres shares his findings around this topic. The topic of DesignOps strongly ties in to the topic of leadership. In order to build and scale highly impactful design teams we need to redesign leadership as well. Leadership can't operate anymore in the models that originate from the industrial revolution. Finally we talk about some big misconceptions around employee experience. The notion of employee experience requires that we separate one self into a person who's at work and someone who isn't. Which doesn't seem to make a lot of sense. So how do we approach employee experience in a way that appreciates and recognises people as a whole. I really believe that this is an episode which really gives you a glimpse into the topics that will dominate the design agenda for the coming years. ---------------------------------------- EPISODE GUIDE 03:50 - The first encounter with Service Design. 06:30 - Why do we need DesignOps? 13:30 - How can we redesign leadership? 23:30 - How can we take employee experience to the next level? 32:20 - Big Questions: How can you deliver more impact? ---------------------------------------- LINKS FROM THE EPISODE * Bernardo on LinkedIn ➜ https://go.servicedesignshow.com/200am * http://noescomun.com/en/who-we-are/ 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 service design? A question that is keeping the community busy up till today. And probably the foreseeable future. In this episode Søren Bechmann talks about his journey how he tried solve this question for once and for all. Søren has formulated a new definition for service design. A definition that might surprise you! Next to that we talk about how the ever growing focus digital solutions is pushing the human aspect out of the things we do. Is digital always a better answer? Finally we address the big topic of implementation within service design. Why is it so that so many projects strand when it the times comes to implement and what can we do to change that? Did you enjoy this episode? Don't forget to LEAVE A COMMENT down below 👇 ---------------------------------------- EPISODE GUIDE 03:40 - The first encounter with Service Design. 04:50 - Why do we need a new definition for Service Design? 14:00 - How can we challenge the digital solution? 24:20 - What can we do to increase the chance that our ideas get implemented? 37:20 - Big Questions: Is service design just another buzzword? ---------------------------------------- LINKS FROM THE EPISODE * Søren on LinkedIn ➜ https://go.servicedesignshow.com/khct2 * https://www.sorenbechmann.com/ 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