Service Design Show

Joe Macleod, an expert in designing customer experiences, discusses the often-ignored aspect of service endings. He explores how poorly handled farewells can leave negative impressions and emphasizes the potential for businesses to transform these moments into positive experiences. By redefining service off-boarding and highlighting its impact on brand loyalty, he advocates for a thoughtful approach to endings. Macleod argues that well-designed conclusions can create brand ambassadors while fostering sustainability and deeper customer connections.

Ryan Rumsey, an expert in demonstrating design's impact, discusses the challenges of proving design's value in business. He compares it to the discovery of the Higgs Boson and suggests that companies may overlook the need for design to profit. The podcast explores methods to uncover the correlation between design work and business outcomes, highlighting the importance of persistence and unwavering determination.

Former Director of Design at the Government Digital Service in the UK, Lou Downe, discusses the evolution of service design, challenges in justifying the value of design, and the significance of diversity in the field. They touch on the upcoming sequel to 'Good Services', the importance of understanding user needs, and the future of service design.

Listen to Simon Clathworthy discuss the innovative perspective of reimagining service design materials like time, relationships, and culture. Dive into the concept of materials in service design, exploring how intangible aspects play a crucial role. Discover the value of peer interactions for professional growth and the significance of understanding time as a unique material in service design. Explore the comparison between selecting materials in product and service design, emphasizing the essence of essential elements like time and aesthetics.

Marzia Arico shares insights on design leadership, discussing the need for a more empathetic leadership style. Topics include battling imposter syndrome, influencing change within organizations, and the importance of storytelling to inspire innovation. A must-listen for those looking to make a positive impact in the world.

Fang-Jui Chang challenges fundamental beliefs in service design, questioning flawed systems like ownership, currency, and government. The conversation explores indigenous philosophies, reciprocal relationships with nature, and the power of stories in reshaping societal norms. Embracing quantum physics and critical thinking, the episode advocates for radical imagination to co-produce alternative futures and shift towards a sustainable economy.

Learn from sustainability expert Lilli Graf about the urgent need for transformative change amidst the crisis, the importance of community reflection, embracing nature, and Imma Collective's journey towards sustainability. Discover how generosity can redefine wealth, the significance of 'The Circle' community, and the fusion of capitalism and socialism for sustainable design. Explore human disconnect from nature, building climate resilience, and the intertwined nature of entrepreneurship and community growth.

Service Design Show host, Marc Fonteijn, celebrates the 200th episode by answering audience questions. Topics include Journey Management trends, the future of service design, monetization strategies for the show, and maintaining sanity while working solo. The episode offers insights into the niche field of service design, personal reflections on growth, and engaging with listeners.

Design director Yvonne Tran from the New York Times discusses the crisis in design and its future. Is it a backlash against 'design thinking'? How can professionals provide unique value? She outlines three key areas for design's future. A thought-provoking conversation on staying relevant in an evolving landscape.

Service design professional, Cameron Tonkinwise, discusses how to preserve the human element in service delivery, highlighting the pitfalls of mindlessly cutting costs with automation. The conversation explores making a case for human-driven services and taking a proactive approach to challenge short-term optimization trends in tech-driven environments.