Service Design Show

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

Okay, this might sound a bit strange... But whether or not you can drive change within your organization has little to do with the quality of your work. Often it's the (lack of) enabling factors around you that determine how impactful you can be. So in this week's episode, we take a step back from our core service design practices and focus on the external conditions that influence our work. During a deep dive session in our Circle community, Ben McCammon shared a valuable health check framework he uses as a team lead. This framework outlines 12 essential success factors that often get overlooked in the midst of day-to-day work. Ignoring these factors can have detrimental long-term effects, leading to team frustration, attrition, and doubts from senior leaders about the team's value. So a lot is riding on making sure that these success factors are always in good shape. Join us as Ben walks us through four key elements of the framework, providing insights and practical advice for creating an environment where service design teams can thrive. If you're a team lead, this framework will undoubtedly be a valuable resource. And if you're not yet in a leadership role, consider sharing this episode with your lead to create a better understanding of what you need to drive change at scale. Enjoy the conversation! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome 03:00 Who is Ben 08:45 Role of the leader 12:00 Defining success 16:00 The health check 18:30 Framework overview 19:15 What is the Circle 24:45 Expertise & Credibility 27:00 Taking actions & routines 28:15 Demonstrating value 32:00 Proactive stakeholder management 35:45 Scoping & planning work 38:00 Learning-oriented feedback 42:00 Meaningful progress 49:00 Appreciation and recognition 52:30 Changes to the framework 54:00 The most important thing 55:00 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/benmccammon/ https://www.servicedesignshow.com/team_health_check_framework/ ⁠ --- [ 3. CIRCLE ] --- Connect with and learn from fellow service design professionals across the world. Join our growing community! ⁠⁠https://www.servicedesignshow.com/circle

In this episode, we dive deep into the insights and experiences of Patrick Quattlebaum, co-founder of the renowned service design agency Harmonic Design. With Harmonic's recent 5th anniversary, I seized the opportunity to discuss what Patrick learned along this journey. You'll hear inspiring perspectives on the challenges of running a service design agency, the essence of effective leadership, and the future of our field. We also delve into the highly anticipated sequel to his co-authored book, "Orchestrating Experiences," which has become a classic in our industry, transforming how companies approach customer experience. Coincidentally, as the book also celebrated its 5-year milestone this year, we explore how the landscape has evolved since its publication and the new chapters Patrick would include. Prepare for some surprising insights. This conversation is unlike what you're used to on the Show, mainly thanks to the Harmonic Design team's collaboration in helping me shape the questions. Their contribution created a truly unique episode. If you're ready for an insightful and light-hearted discussion with one of the icons in our field, don't miss this episode. A big thanks to Patrick for being such a good sport and allowing me to throw some curveball questions at him :) Enjoy the episode! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 179 02:00 What excites you 08:00 Service design cocktail 10:30 Proudest moments 14:00 Biggest surprise in the pandemic 17:00 Orchestrating experiences 25:00 The next chapter 27:15 Challenging situations 33:00 Leadership traits 36:30 Vision for the future 42:30 Importance of role models 45:15 The perfect dinner 47:00 Influence of service design 49:30 Who is your inspiration 51:00 What needs an iteration 54:00 Secret ritual 55:00 Alternative career 57:15 Words of wisdom --- [ 2. LINKS ] --- https://www.linkedin.com/in/ptquattlebaum/ https://thisisharmonic.com https://rosenfeldmedia.com/books/orchestrating-experiences/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle