Service Design Show

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

Damian Kernahan talks about why service design needs to do a better job at articulating the value it creates for business and consumers. ---------------------------------------- EPISODE GUIDE 1:32 - First encounter with Service Design. 5:50 - What if we actually implemented more service design work? 13:48 - What is the clear value proposition of service design? 18:34 - How can we link service design and customer experience improvement to value? 24:17 - Expert tip: read (a lot)! 27:04 - Big question: what is the killer value proposition for the service design category, whats the biggest problem it solves? ---------------------------------------- ABOUT DAMIAN KERNAHAN Damian on Twitter ➜ https://goo.gl/30Q3TG LINKS FROM THE SHOW Proto Partners ➜ http://goo.gl/4zWRX3 Journey to the interface (pdf) ➜ http://goo.gl/7gxlXi Running Lean (book) ➜ https://goo.gl/qBsXAP Kerry Bodine ➜ http://goo.gl/BwjzEl

Dave Gray talks about why understanding Organisational culture is more important than ever and how norms, habits and behaviours shape that Organisational culture. ---------------------------------------- EPISODE GUIDE 1:22 - First encounter with Service Design. 3:49 - How might we create more customer centric organisations? 10:02 - Why do I say culture is norms, habits and behaviours? 25:19 - How can we shift the internal workings? 30:05 - Beginners tip: find those peers and start learning from them! 32:15 - Daves question for the viewers. 32:45 - A brief insight into Liminal Thinking. ---------------------------------------- ABOUT DAVE GRAY @DaveGray ➜ https://goo.gl/P3W3Me ➜ http://xplaner.com/ ➜ https://medium.com/@davegray LINKS FROM THE SHOW XPlane ➜ http://goo.gl/5l9Wwu Culture Map ➜ http://goo.gl/FU6XRo Gamestorming (the book) ➜ http://goo.gl/B7bQPP The Connected Company (the book) ➜ https://goo.gl/kjeJc9 Liminal Thinking (the book) ➜ http://goo.gl/K2Cw4m Liminal Thinking The pyramid of belief (video) ➜ https://goo.gl/TzG52t Service Design Chapter in St. Louis ➜ https://goo.gl/1bPg22

Adam Lawrence talks about the power of jamming, the relationship between work and play and about using theater as a toolset within service design. ---------------------------------------- EPISODE GUIDE 0:49 - First encounter with Service Design. 6:08 - How can we Jam to find our next next big idea? 14:28 - Why do work and play fit well together? 21:10 - What if theater was a toolset? 29:25 - Beginners tip: do research and prototype! 30:32 - Adams question: how can I do this using fewer words? ---------------------------------------- ABOUT ADAM LAWRENCE @AdamStJohn ➜ https://goo.gl/Gx2Wn0 Work * Play * Experience ➜ http://goo.gl/CqrucF LINKS FROM THE SHOW Global Service Jam ➜ http://goo.gl/dKJNYv Global Sustainability Jam ➜ http://goo.gl/xbA0Wy Global Gov Jam ➜ http://goo.gl/fyEZcR Applied Improvisation Network ➜ http://goo.gl/EvH6wj This is Service Design Doing (book) ➜ http://goo.gl/laTuwm

Alex Nisbett talks about customer performance, designing great public services and building internal service design capacity. ---------------------------------------- EPISODE GUIDE 1:04 - First encounter with Service Design 3:02 - How can we design for Customer Performance? 12:42 - Who are building [service design] capacity? 20:40 - What if public services became better than commercially provided ones? 26:45 - Beginners tip: Go out and make a difference! 28:56 - Question: Will the need for design research disappear? ---------------------------------------- ABOUT ALEX NISBETT @AlexNisbett ➜ https://goo.gl/wl2pEI Alex on LinkedIn ➜ https://goo.gl/rnjjH1 LINKS FROM THE SHOW Service Design for Business book ➜ http://goo.gl/fTgXc4 Livework ➜ http://goo.gl/Jsb1dO Policy Lab UK ➜ https://goo.gl/Ej51pI Government Digital Service ➜ https://goo.gl/f283YU