Service Design Show

Communication expert Johnnie Moore introduces the concept of Unhurried Conversations, a movement that focuses on genuine communication and building meaningful connections. These conversations act as a magical lubricant in our interactions, making everything flow more smoothly. Embracing an unhurried mindset can strengthen your patience muscle and have a positive impact.

James Helms, a talented service design professional, discusses the marginalization of design in companies and the need for change. He emphasizes reconnecting with design's superpower of crafting emotionally resonant solutions and getting executive leaders on board. The podcast also explores the pressure on designers to deliver value, the power of anecdotal evidence in design, the importance of communication and collaboration, and the need for the design community to be more ambitious and bold.

ResearchOps expert Kate Towsey joins the show to discuss how ResearchOps streamlines the research process and maximizes its impact. She highlights the importance of standardization and documentation to free up time for the 'magic' of research. The podcast explores the intersection between research ops and service design, emphasizing collaboration and designing services for researchers. It also discusses the growth and recognition of research operations and encourages community engagement.

Amelia Diggle, service design professional, shares insights on compassionate leadership and unconventional practices for collaboration, effectiveness, and fun. She discusses the role of service design at Verizon Connect, the power of visualizing critical decisions, and the importance of receiving critical feedback and resilience. The podcast also explores the expectations for collaborative leadership and creating a more human-centered approach in the business.

Scott Zimmer, an experienced executive leader, shares strategies for positioning design as an equal partner within organizations. He emphasizes the importance of building bridges between business and design, crafting stories that resonate with business partners, and earning respect for design. Zimmer also discusses the tipping point in changing the narrative about design at Capital One and the lessons in bravery and sticking to one's values. Curiosity, respect, and gratitude towards the future of design are highlighted as well.

Mauricio Manhaes shares findings on the systemic issue limiting the impact of design, workplace bullying, using AI to analyze episodes, structural patterns in design, recognizing systemic discrimination, and the importance of nuances in design. Listeners are encouraged to join the community and be part of fixing the broken system.

In this episode, service design expert Heather Walker discusses the importance of trust in getting buy-in for service design ideas. She shares key skills needed to build trust and achieve commitment. The chapter also highlights the significance of effective communication, tailoring messages to different stakeholders, and developing communication skills for service design. Additionally, Dr. Walker talks about her goal of helping people thrive at work and shares an enjoyable experience on a cruise to the Caribbean.

Perrin Rowland, Chief Experience Design Officer at one of New Zealand's largest banks, discusses the challenges of rewiring organizational neural pathways for better customer service. He emphasizes the need to align design principles with organizational beliefs and practices. The podcast explores practical frameworks, tools, and a community program to prioritize customers. Building trust, creating value, and reshaping existing infrastructure are key to transforming organizations.

Service design professionals share their journey in bridging the business-design gap, highlighting the importance of improving communication skills. They discuss experiences, challenges, and strategies for selling service design and managing teams. The significance of briefing, debriefing, and introducing research is emphasized. The role of a Customer Experience Coordinator and the value of involving stakeholders in design projects are explored. Tips for effectively communicating the benefits of service design to non-design leaders are provided, along with information about the 'Selling Service Design with Confidence' program.

Emma Blomkamp, an expert in co-designing solutions, discusses the importance of involving users in the design process. She shares insights on building relationships, the value of user involvement, and the challenges of co-design. She also explores the importance of creating a supportive community for professionals in the field.