Service Design Show

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

The more you try to please your customers the lower the valuable perception of your service will be. Yutaka Yamauchi has studied the service of sushi restaurants and found the most valuable services are the ones that are a struggle for customer. These are services that are somewhat intimidating. The challenge for the designer is to find the perfect balance between human centered design and human decentered design. We also talk about why customers are not just merely the input in the co-creation part of a service. The key to designing great services is that you consider the customer to be an output of your service. Finally we talk about why it's not enough to look at the business and user part when designing a service. Service designers also need to take social and cultural trends into account when designing a service to be truly successful. ---------------------------------------- EPISODE GUIDE 02:55 - The first encounter with Service Design. 04:05 - Why are some services intimidating? 11:30 - Who are the customer that you try to satisfy? 22:00 - Why do we put the word service in front of design? 30:45 - Big Question: How can you design a service like Starbucks? ---------------------------------------- LINKS FROM THE EPISODE * https://www.yamauchi.net/ * Yutaka on LinkedIn ➜ https://go.servicedesignshow.com/q1r16 * The secret behind services (TEDx talk) ➜ https://go.servicedesignshow.com/pmggh 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 can we use Service Design to drive business innovation? And how is that different from using service design to drive social innovation for instance? In this episode professor Yong-Se Kim shares his perspective on this topic. You'll also learn how we can use computer aided tools to enrich and support the service design process. This is not just about digitalising post-it notes. It's about things like helping us to model human relations and interactions using technology. Finally we address how new technology could help to better evaluate the user experience in real-time. This would open the gates to design services that are customised and tailored on the fly. We're not there yet but it's an inspiring topic to think about and explore! ---------------------------------------- EPISODE GUIDE 02:20 - The first encounter with Service Design. 04:15 - How much is service design actually done for business innovation? 13:30 - What if you could use a representation of customer activities to support the service design process? 23:10 - How can we evaluate the user experience in a more useful way? 33:00 - Big Question: how would you like to capture and represent your own knowledge? ---------------------------------------- LINKS FROM THE EPISODE * Yong-Se on LinkedIn ➜ https://go.servicedesignshow.com/r5zdg 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's a key ingredient in order to be able design great services? It's that you need to deeply understand the social context and cultural norms that exist. In this episode Diego Mazo clearly exemplifies why this is so important in service design by looking at the differences between Spain and Colombia. We also dig deeper into the current state of service design in Latin America and Colombia in particular. What is driving the growth of the field there? And what can you learn from that! Finally we talk about the changing role of academia and how that relates to the work done by practitioners. Can they live in peace and find a healthy partnership? The BIG question in this episode is... Is there a difference between the application of service design in large cooperations compared to when service design is applied in a startup environment? ---------------------------------------- EPISODE GUIDE 02:10 - The first encounter with Service Design? 03:30 - Why context so important in Service Design? 11:00 - What is the maturity level of Service Design in Colombia? 19:20 - What if we change the current role of academia? 26:50 - Big Questions: what is the difference in service design for corporates versus startups? ---------------------------------------- LINKS FROM THE EPISODE * https://www.diegomazo.com * https://www.linkedin.com/in/diego-mazo-28a7552a/ * https://medium.com/@dmazorosete * https://twitter.com/dmazorosete 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 how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course

Think about it... already back in the 60s companies were designing and delivering great service. That was way before service design or design thinking caught on with the masses. So how did they do it back then? What was their strategy for success? And what can we learn from that today. In this episode Victor Lidoy shares his experience as a design director at LATAM Airline which has been in the game of delivering a service for over a century now. We also discuss what kind of incentives companies can put into place as to facilitate good design? What are the triggers that accelerate the adoption of a customer centric mindset and way of working. Finally we talk about why designers should just do design but talk business! The big question in this episode is... How would you embed design in a process driven organization? Leave your thoughts in the comments! And join the conversation. ---------------------------------------- EPISODE GUIDE 01:50 - The first encounter with Service Design. 03:30 - How did they manage to design great services before design thinking appeared? 14:05 - Why should we care about the incentives a company has to deliver good design? 25:00 - Talk business and do design? 32:40 - Big Questions: How would you embed design in a process driven organization? ---------------------------------------- LINKS FROM THE EPISODE * Victor on LinkedIn ➜ https://go.servicedesignshow.com/nru5w 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 how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course