Service Design Show

There is so much talk about design thinking these days. And it tends to confuse a lot of people when they also encounter service design. I think is a lot of overlap between these two terms but there are absolutely also some meaningful distinctions. In this episode I'll explain which term I use (not that hard to guess) and what my perspective is on the differences. This episode is the first one that I'm doing in a new format. In the new format I try to answer, or at least give my perspective on, specific questions that you have. I'd love to hear from you which topics you'd like to see in the upcoming episodes! If there's something on your mind be sure to reach out to me on LinkedIn. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook ---------------------------------------- [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! servicedesignshow.com/free-course

By now we all know that storytelling is one of the most powerful tools in the service design toolbox. But can we also use storytelling to actually improve our own practice? Steve Portigal thinks so and he explains why in this episode. And how well aware are you of your own biases, beliefs and assumptions when you go into a project? Learning to better listen to ourselves might be a key to get more meaningful work done. Finally we discuss why the value of deep research is still often not aligned with the value we put on designing solutions. For this we dig into some economic fallacies that might have to do with this. The big question of this episode is: When has storytelling worked for you (and when did it fail)? Send me a message on LinkedIn if you enjoyed this episode. I would love to hear from you! ---------------------------------------- [EPISODE GUIDE] 02:34 - The first encounter with Service Design. 04:50 - How can we use storytelling as a valid tool for developing our practice? 15:30 - What if we were better at listening to ourselves? 24:45 - When will we value researching the problem as much as designing the solution? 34:05 - Big question: When has storytelling worked for you? ---------------------------------------- [DISCOUNT CODE] Doorbells, Danger, and Dead Batteries: User Research War Stories Save 20% off the regular price by using "servicedesign18-20" during checkout (valid until June 30, 2018). https://rosenfeldmedia.com/books/user-research-war-stories/ ---------------------------------------- LINKS FROM THE EPISODE * Steve on LinkedIn ➜ https://go.servicedesignshow.com/3x-el * Doorbells, Danger, and Dead Batteries: User Research War Stories (book) ➜ https://go.servicedesignshow.com/e530i * https://www.portigal.com/ * https://medium.com/@steveportigal * https://rosenfeldmedia.com/expert/steve-portigal/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook ---------------------------------------- [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

There are different types of service design. Did you know? Deborah Szebeko explains the balance between service innovation, service improvement and service design. Because if you're doing a service improvement project with a service innovation mindset it's bound to fail. And we don't want that right :) We also talk about designing #BusinessModels. Whenever you're designing a new service you're quite often also designing a business. And finally... do we rely too much on technology and process instead of relying on our intuition? What does it mean to go back to basics regarding our service design tools and methods? Can a walk through the woods be an actual method to synthesise ideas? A lot of questions that are worth exploring in this episode! ---------------------------------------- EPISODE GUIDE 02:28 - The first encounter with Service Design. 04:05 - How do you know what type of service design you’re actually doing or should be doing 11:20 - How can we use our design skills to disrupt business models 19:02 - How can we go back to basics and explore our relationship to ourselves and nature (in order to inspire ideas that tackle solutions to our social issues) 29:45 - Big question: How can we get more people to get the vibe? ---------------------------------------- LINKS FROM THE EPISODE * Deborah on LinkedIn ➜ https://go.servicedesignshow.com/xxx7e * How to thrive in the next economy (book) ➜ https://go.servicedesignshow.com/zdhgz MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook [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://go.servicedesignshow.com/free-mini-course

What are the trends within service design that you should be paying attention to? That's exactly what you'll learn in this 5th edition of the service design show trend report. I've gone through episodes 41 to 50 and narrowed all this great content down to 3 key trends which I've this time all formulated as a question: 1. Is technology a treat or an opportunity for service designers? 2. What is our added value today and what will it be tomorrow? 3. What does scaling service design actually mean? I hope you enjoy this trend report! Don't forget to leave a comment and share what you see as the big shift that is happening in service design! ---------------------------------------- If you're curious what has been said in the previous trend reports have a look here: Trend Report # 1 https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2016 Trend Report # 2 https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2016-2017 Trend Report # 3 https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2017 Trend Report # 4 https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2017-2018 ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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://go.servicedesignshow.com/free-mini-course

In this episode Joe Pine explains why it's so important that we understand the distinctions between services and experiences. There are no markets. There are just customers! So we need to stop marketing and start customering. What's customering you ask? Joe explains it in detail. Finally we discuss the different roles of the Chief Experience Officer (CXO) and why this is a vital role in companies that want to survive in the experience economy. Would you like to win a SIGNED copy of The Experience Economy? Check the episode for details and read the rules below! ---------------------------------------- EPISODE GUIDE 03:00 - The first encounter with Service Design. 06:30 - What is the difference between services and experiences? 15:35 - How can we move from marketing to customering? 26:47 - Who are chief experience officers? 35:22 - Big question: Which design business are you really in? 36:10 - Book Giveaway! ---------------------------------------- LINKS FROM THE EPISODE * Joe on LinkedIn ➜ https://go.servicedesignshow.com/l8523 * Reverse Customering Masterclass ➜ https://go.servicedesignshow.com/vflir * The Experience Economy (book) ➜ https://go.servicedesignshow.com/l3wsh * The Roles of the Chief Experience Officer (article) ➜ https://go.servicedesignshow.com/lgf8b * Strategic Horizons ➜ https://go.servicedesignshow.com/nhl8i MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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://go.servicedesignshow.com/free-mini-course

One of the biggest mistakes service designers make is to design for an ideal end state. In this episode Idris Mootee explains why we should stop doing that and what the alternative is. We also talk about economics of running a service oriented business. And how services can become a core element for differentiation. In this episode we're also announcing a contest in which you can win a SIGNED copy of the book by Idris called Design Thinking For Strategic Innovation! Check the episode for details and read the rules below. ---------------------------------------- EPISODE GUIDE 02:14 - The first encounter with Service Design. 04:50 - How far should we go to stop designing for an ideal end state? 15:03 - What are the economics of operations? 21:00 - How can we turn services into a core element of differentiator? 30:25 - Big question: How are you responding to the threat of automation? 31:30 - Book Giveaway Contest!! ---------------------------------------- LINKS FROM THE EPISODE * Idea Couture ➜ https://go.servicedesignshow.com/y6j0x * Design Thinking For Strategic Innovation (book) ➜ https://go.servicedesignshow.com/sdtl5 * Idris on LinkedIn ➜ https://go.servicedesignshow.com/6dutx MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook 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://go.servicedesignshow.com/free-mini-course

How do you scale design beyond a single team, beyond a single department and even beyond a single country? Doug Powell is tasked at IBM to do just that! We also talk about the impact designers have on the big social challenges in the world. Or rather the lack of impact and what we can do about that. Finally we touch upon what I like to call "new design material". It's technologies like AI, VR and IoT. What do these new design materials mean for us? Three topics that are truly the new frontiers of service design! ---------------------------------------- EPISODE GUIDE 02:15 - The first encounter with Service Design. 05:23 - How can we scale the practice of design at a global level? 13:34 - How much impact can designers have on the biggest and most complex problems of the world? 21:30 - Why do we need to be designing differently for emerging technologies? 28:58 - Big question: What is the thing that is preventing you from doing your very best work as a designer? ---------------------------------------- LINKS FROM THE EPISODE * Doug on LinkedIn ➜ https://go.servicedesignshow.com/2lf3r * IBM Design ➜ https://go.servicedesignshow.com/_0vt2 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university

One of the hardest things in service design is to make actual ideas a reality... the often missing link between design and implementation. In this episode Ryanne van der Eijk shares her experience as former Chief Experience Officer at one of the biggest airlines in the world and now designing the passenger experience at two large airports. We also discuss another hot topic in the industry. Being abele to consistently measure the customer experience. So if you're interested learning how service design is perceived at the C-level make sure you watch this episode! ---------------------------------------- EPISODE GUIDE 02:20 - The first encounter with Service Design. 04:04 - How can we improve the link between execution and service design? 11:55 - How can we design a memorable experience for and with many different cultures? 22:23 - Why do companies rate their own customer experience often better than customers do? 32:11 - Big question: how can we consistently measure the customer experience? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university

How can we leverage human psychology to create a better service experience? That's the main topic in this episode with Luke Battye. Should we really focussing on improving the experience in certain touchpoints? Or should we focus more on searching for ways to improve the memory of the service experience... The last thing we discuss is how can we use psychology to help teams solve problems in less time. And who doesn't want that right? Super cool episode on the crossover between human psychology, behavioural economics and service design. ---------------------------------------- EPISODE GUIDE 02:23 - The first encounter with Service Design. 04:48 - How can we take advantage of the quirks of human decision making? 14:13 - What if we got it all wrong about experience design? 20:50 - How can we help teams solve problems in less time? 27:05 - Big question: What kind of services are we going to need in a world where we don’t have to work anymore? ---------------------------------------- LINKS FROM THE EPISODE * Mindjam ➜ https://go.servicedesignshow.com/pfa39 * Sprint Valley ➜ https://go.servicedesignshow.com/es0gw * Luke on LinkedIn ➜ https://go.servicedesignshow.com/53515 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university

Why is it hard for designers get compensated according to the true value they are delivering? And what can we do to change that. The Chris Do shares his perspective. How do you define who you are? Which label do you use? This is the second topic we discuss in this episode and it's a fundamental one. Because labels can limit your opportunities to work on problems that are worth solving. And finally we talk about how you're more than the sum of what you produce... Enjoy this episode and don't forget to check out The Futur on YouTube! https://go.servicedesignshow.com/w7qr3 ---------------------------------------- EPISODE GUIDE 02:10 - First encounter with Service Design 03:40 - How do we design services and add value in the outcome economy? 11:41 - Why is Service Design being used in venture as a service? 19:48 - How might we deliver service design at speed in the era of cognitive computing? 29:54 - Big question: How do you work at speed and scale? ---------------------------------------- LINKS FROM THE EPISODE * The Futur ➜ https://go.servicedesignshow.com/w7qr3 * Blind ➜ https://go.servicedesignshow.com/h8kzf * Chris on LinkedIn ➜ https://go.servicedesignshow.com/f9v5r MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university