Service Design Show

How do we keep the human touch in services that are being automated using artificial intelligence? Service Design veteran Stefan Moritz also talks about the need for a new perspective on scaling and how we need to move from storytelling to storydoing. ---------------------------------------- EPISODE GUIDE 4:18 - First encounter with Service Design. 6:22 - How can we be superhuman? 13:19 - What if scaling was possible? 22:04 - Storydoing… 30:04 - Expert Tip: Do and reflect! 32:44 - Big Question: What can we do to reduce fear? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

What is the value of Service Design from the perspective of one of the world largest car manufacturers? Holger Hampf who is the head of user experience at BMW Group shares his thoughts on how services can be used to extend the BMW experience. We also talk about designing for freedom and joyful experiences. ---------------------------------------- EPISODE GUIDE 1:54 - First encounter with Service Design 5:17 - How can we extend the feeling of freedom? 10:22 - How much integration do we need? 16:01 - How can we achieve joyful experiences? 21:38 - Expert tip: be sensitive to other disciplines. 23:48 - Big question: personal mobility systems. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

Is it possible to merge the western design philospohy with the Chinese culture? Amy Ip shares her thoughts on this topic. We also talk about the value of design for Chinese clients and finally we touch upon the need to transform design education in China. ---------------------------------------- EPISODE GUIDE 1:23 - First encounter with Service Design. 3:16 - Why do we need to reform design education? 14:17 - Who are Chinese clients? 22:10 - How can we practice Service Design within a coorperation? 30:29 - Expert tip: polish your communication skills. 32:04 - Big question: how can I help young designers to rebel? ---------------------------------------- ABOUT AMY IP Amy on LinkedIn ➜ https://goo.gl/U1LddS ➜ http://awards.ixda.org/juror/2015-amy-ip/ ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow

Megan Miller and Erik Flowers, co-founders of practicalservicedesign.com, discuss the practicality of service design and its implementation in organizations with limited resources. They also talk about joining the open Slack channel, the connection between purpose and customer success, and the importance of taking charge of the total customer experience.

How do you put customers at the heart of your business? Daniel Ewerman talks about the power of the customer journey when it's treated as a change plan instead of a deliverable. We also talk about the need to design service organisations not just services. ---------------------------------------- EPISODE GUIDE 1:25 - Daniels first encounter with Service Design. 5:17 - Why do organisations fail to put the customers at the center of their business? 14:00 - Why service design(ers) shouldn’t design services but organisations? 22:12 - What if the customer journey is a dynamic change plan? 28:01 - Expert tip: get yourself familiair with the language. 29:18 - Big question: how to create ownership of the change plan? ---------------------------------------- ABOUT DANIEL EWERMAN Twitter ➜ https://goo.gl/6WgiAw LinkedIn ➜ https://goo.gl/3j9rzu LINKS FROM THE SHOW Transformator Design ➜ https://goo.gl/8AXngy Custellence ➜ https://goo.gl/x5kQon Customer experience: why some organisations succeed - and others don't (book) ➜ https://goo.gl/cTVBma ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow

Professor Xiangyang Xin talks about the fundamental elements that make up a service. Without a clear understanding of these elements it's impossible to design and express services. We also talk about the core skills a service designer needs. ---------------------------------------- EPISODE GUIDE 1:53 - First encounter with Service Design. 6:28 - How can we express a service? 14:21 - How many skills do service designers need? 22:28 - What is a service? 27:24 - Expert tip: be an interesting and good human being 29:30 - Big question: what does it mean to be a service receiver? ---------------------------------------- ABOUT XIN XIANGYANG Twitter ➜ https://goo.gl/RLv8rp LinkedIn ➜ https://goo.gl/FZVNSb ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow

Luis Alt talks about the next generation service providers, the positive and negative aspects of the service culture in Brazil and finally why we need to rethink and humanize the relationship companies have with their customers. ---------------------------------------- EPISODE GUIDE 1:14 - First encounter with Service Design. 5:08 - How can we make the service culture better in brazil? 14:02 - Who are the next great service providers? 20:42 - What if we thought about relationships with companies as with humans? 27:41 - Expert Tip: Bridge the gap and start doing. 30:23 - Big question: Are you aware of the impact you have on the world around us? ---------------------------------------- ABOUT LUIS ALT Luis on Twitter ➜ https://goo.gl/RLv8rp Personal site ➜ https://luisalt.com/ ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow

Patti Hunt and Kristin Low talk about Service Design in Asia and the lack of urgency for it. We also dive into the topic of Artificially Intelligent services. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow

In this episode we talk about the 4 major trends that are shaping the service design field in the summer of 2016. These trends have emerged as patterns from the first 10 episodes of the show. What do you consider the most important trend? Join the discussion and share your thoughts in the comments below. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ http://soundcloud.com/servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow

Andy shares his ideas on the fractal nature of service design. Or in other words at level should you be designing a service to really make an impact. ---------------------------------------- EPISODE GUIDE 1:20 - First encounter with Service Design. 4:21 - How far can Service Design go (the fractal nature of SD)? 11:27 - How can we design services end to end? 20:03 - Who are / is doing design from within? 28:15 - Expert Tip: become a more interesting person. 31:32 - Big Question: why do you see the world that way? ---------------------------------------- ABOUT ANDY POLAINE Personal site ➜ http://www.polaine.com/ Andy on Twitter ➜ https://goo.gl/Jpn6Sp LinkedIn profile ➜ https://goo.gl/K55F3N LINKS FROM THE SHOW Fjord Evolution ➜ https://goo.gl/yw2yq9 Service Design: From Insight to Implementation (book) ➜ https://goo.gl/2yGRBv