Service Design Show

Airports are a stresful enviroment. A lot of things happen and people are always in a rush. How can you impact the actual passenger experience as a service designer in these conditions. In this episode Stine shares her most important lessons she's learned being the Service Excellence Director at the Copenhagen Airport. We also talk about how to use customer feedback to drive change and innovation without huge budgets or large in-depth studies. And finally you'll learn how what it takes to translate high level strategy into the daily operation. Making sure that strategy isn't just a nice poster on the wall but really something that really impacts how you operate as an organisation. ---------------------------------------- EPISODE GUIDE 02:10 - The first encounter with Service Design. 03:30 - Why use customer feedback? 13:15 - What if you need to design an experience in a high stress environment? 22:20 - How can we make strategy work? 30:30 - Big Questions: What was your best airport experience? ---------------------------------------- LINKS FROM THE EPISODE * Stine on LinkedIn ➜ https://go.servicedesignshow.com/r8vj1 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

What's the value of creativity in a world that is filled with ideas? How do you know which ideas are valuable and which ones are just noise? Roberto Verganti talks about the lost art of critical thinking and why we need design critique today more than ever. If you had to delete all the apps on your phone and were allowed to just keep one? Which one would you choose? Your goal as a designer should be to deliver that app (or product or service). But what's the secret to designing apps, products and services that people actually LOVE? And finally we discuss what it would take to get people more engaged in innovation. Because when people are more engaged the chance of ideas actually getting implemented increases exponentially! During this episode we also announce a giveaway contest where you can win a unique signed copy of Roberto's latest book called Overcrowded! Check the episode on YouTube for all the details. ---------------------------------------- EPISODE GUIDE 04:15 - The first encounter with Service Design. 06:30 - Who are the creative people in a world where everyone is creative in a way? 16:00 - How can we design services and experiences that people love? 27:40 - What if we would find new ways to engage people in innovation? 34:40 - Book giveaway contest! ---------------------------------------- LINKS FROM THE EPISODE * Roberto on LinkedIn ➜ https://www.linkedin.com/in/roberto-verganti-95880410/ * Overcrowded: Designing Meaningful Products in a World Awash with Ideas (book) ➜ https://amzn.to/2Bvd38Q 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

There is a design revolution going on in the US government. More and more government agencies are adopting design to create and deliver more human centered services. In this episode Jeneanne Rae talks about what is driving this quick adoption of design and what's needed to accelerate it even further. We discuss the value design brings to government and how to clearly communicate that value to stakeholders. And finally we touch upon some of the challenges that are associated with spreading design across government. ---------------------------------------- EPISODE GUIDE 02:02 - The first encounter with Service Design. 03:36 - What is the state of design in the government space in the United States 11:35 - What is the value of design to government agencies 21:20 - What are the challenges associated with this kind or transformation 29:20 - Big question: How do you spread the use of service design ---------------------------------------- LINKS FROM THE EPISODE * Jeneanne on LinkedIn ➜ https://www.linkedin.com/in/jeneannerae/ * Center for Government Insights ➜ https://go.servicedesignshow.com/36xqp * 18F ➜ https://18f.gsa.gov/ * Design Value Index ➜ https://go.servicedesignshow.com/-d-ex 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

What does it mean to design healthier societies? And what's actually needed in order to do that... just one of the things Jorge Arango talks about in this episode. Have you ever considered how contexts influence our behaviour? We've known this for quite some time in architecture and have become quite well at delivering physical contexts that are fit for purpose. But it seems that we still have a way to go when it comes to designing digital contexts. One of the challenges with this according to Jorge is that we're designing too much for the short term and don't consider the long term effects. Finally we talk about how language has become the primary design material these days. And how you can get into some serious trouble when you don't use this material in a mindful way. Is the news feed on Facebook really a *news* feed? The BIG question Jorge poses is... "How might you help stakeholders avoid unintended consequences?" Not bad, you actually read the description of this episode! Now go and enjoy the episode :) ---------------------------------------- EPISODE GUIDE 06:00 - The first encounter with Service Design. 09:30 - When will we start designing for healthier societies 22:35 - How can we make sense of the contexts that we are creating in the world 31:35 - What is the effect of language on the contexts that we design 43:50 - Big question: How might you help stakeholders avoid unintended consequences ---------------------------------------- LINKS FROM THE EPISODE * Jorge on LinkedIn ➜ https://go.servicedesignshow.com/pemr_ * Personal site ➜ https://jarango.com/ * Living in Information - Responsible Design for Digital Places (book) ➜ https://go.servicedesignshow.com/n14a6 * Finite and Infinite Games (book) ➜ https://amzn.to/2LAL2k2 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

What happens after everyone has gone through a service design or design thinking training? What's next?! Gerry Scullion hosts the This is Human Centred Design podcast (go check it out!) and knows a thing or two about doing Service Design. In this episode we talk about how we can democratise service design and make it even more inclusive. Inviting even more people from outside the field to participate. We also touch upon the brand of Design Thinking. There seems to be a growing number of people in the design community that raise big question marks when they hear this term. But according to Gerry there is some (a lot) of value in Design Thinking as a brand. Finally we discuss what it means to successfully embed service design in an organisation. Is having a dedicated team enough or should we take a different approach to this? The BIG question in this episode is... "Does accreditation of service design matter?" Reach out to me on LinkedIn if you enjoyed this episode. I would love to hear from you! ---------------------------------------- EPISODE GUIDE 04:08 - The first encounter with Service Design. 05:40 - Why the democratisation of design is important? 12:12 - Why the brand of Design Thinking is important? 20:34 - How can we embed service design? 31:17 - Big question: Does accreditation of service design matter? ---------------------------------------- LINKS FROM THE EPISODE * This is Human Centered Design ➜ https://www.thisishcd.com/ * Gerry on LinkedIn ➜ https://www.linkedin.com/in/gerryscullion/ * Transform: A rebel’s guide for digital transformation (book) ➜ https://go.servicedesignshow.com/0ef08 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

Here are 3 ways that can help to kickstart your career as a service designer. Although the number of job listings for service designers is growing by the day it doesn't mean that it's easy to actually land a job. It can feel especially challenging when you don't have the formal educational background or a rich portfolio filled with hands on experience. In this episode I share 3 ways that should help to get your service design career of the ground. Looking for a short summary? Make sure you study the field, just start doing it, don't wait for permission and leverage your existing skills. ---------------------------------------- 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 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