Service Design Show

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.

This podcast explores the role of DesignOps in empowering designers and aligning design with business objectives. It features insights from Heidi Ettanen, a leader in the field, and discusses topics such as creating a supportive environment for designers, applying service design principles, developing a framework for design roles, embracing new ideas in design, and the importance of small details in design.

Imagine not just designing one service... But shaping your entire organization so that it keeps improving the services it offers, continuously. Yes, it's a much bigger challenge, yet the reward of creating a highly service-oriented organization is immeasurable. But let's be real, redesigning an entire organization isn't a task for the faint-hearted. You're tinkering with an established system that has steered the company for years, propelling it to where it is today. In my view, we don't have a real choice though. How much longer can we design services that eventually fall short of their potential due to organizational roadblocks? Continuing this way not only wastes time and money but also breeds frustration. Your hard work might not have the desired impact, causing doubt to loom over service design's legitimacy as a field with stakeholders. They say that you eat an elephant one spoon at a time. In our context, if the elephant is the challenge of reshaping our organization to be more service-centric, where do you start? Enter "The Service Organisation," a freshly published book. It's making waves in our community for a reason, and I couldn't resist inviting the author, Kate Tarling, to share her insights on the Show. It turned into a great conversation about how decisions are made, funds allocated, and workflows orchestrated within an organization. If you're keen on doing good service design, at scale, this episode is your golden ticket. For me, Kate's insights are once again a testament to the monumental effect seemingly simple actions can have. Enjoy and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 181 06:00 Who is Kate 07:00 Lightning Round 11:15 The reason behind the book 18:30 Leadership 19:45 Soccer Analogy 23:45 What the book centers on 25:00 Practice tools examples 28:00 Understanding the word "service" 30:45 Transforming the organization 34:15 The role responsible for funding 41:30 The Gap 44:30 What's missing 47:30 Why it's an integral part 49:30 Questions that rose 51:45 Examples of Operating Models 54:45 Closing Thoughts 56:30 Kate's Book --- [ 2. LINKS ] --- https://www.linkedin.com/in/kate-tarling-6b43b19/ The Service Organization by Kate Tarling (Kate's Book) Recoding America by Jennifer Pahlka (Book) --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle

What does the good life mean to you? And can you design for it? I had the pleasure of speaking with Diana Albarran Gonzalez recently, who firmly believes in the power of design to shape a better future for individuals, organizations, and our planet. She challenges the prevailing Western-centric and industrial philosophies that often prioritize extraction and exploitation over our collective well-being. To transform our design practice and prioritize the greater good, we must embrace diverse perspectives, ways of knowing, and cultural contexts. These alternative approaches may not always be viewed as objective or scientific, but dismissing them limits our potential to create a positive impact. So in this week's episode, Diana shares her insights on enriching our current design practice by integrating multiple perspectives. Discover how this shift can be liberating, empowering and align your solutions with the local cultures and environments. Conversations like these help me to break free from echo chambers. It's great to be reminded that design extends far beyond familiar faces and best-selling books. I hope you'll enjoy the conversation as much as I did. - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 180 05:15 Who is Diana 07:30 Lightning round 10:45 Designing for buen vivir 13:15 A different logic of design 19:30 What are we missing 22:15 Power, privilege, and access 24:15 Good intentions gone bad 27:00 Owning greater responsibility 31:45 Inspiring examples 38:15 Making it personal 40:45 Roles are shifting 42:45 We can all drive change 46:45 Acknowledging your emotions 52:00 Hope for the future 53:45 Recommended resources 55:45 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/albarrandiana/ Beyond Sticky Notes by Kelly Ann McKercher (Book) - https://www.beyondstickynotes.com/tellmemore --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://www.servicedesignshow.com/circle