118 episodes

Learn the most effective skills and strategies that help you to design services that win the hearts of people and business.

Service Design Show Service Design Show

    • Business
    • 4.8 • 4 Ratings

Learn the most effective skills and strategies that help you to design services that win the hearts of people and business.

    Redesigning the design team / Lauren Serota / Episode #109

    Redesigning the design team / Lauren Serota / Episode #109

    What is ultimate goal of service design? One could say that it's about making a positive impact on people, business and the planet.

    If this is the case then you'll need to make sure that the solutions you design actually get into the world.

    Design isn't just a research practice. It's a practice where creation and delivery is equally important.

    But often the challenges you face as a service designer are too big to be solved through design alone. You need a team!

    So what kind of team exactly is the most effective one at succesfully "shipping" services?

    Well, that's what this episode of the Show is about where I'm joined by Lauren Serota.

    In her last role as the head of service design at a major bank in Myanmar Lauren worked on developing and delivering microfinances services.

    We talk about Laurens experience forming a team that was able to succesfully pull this off and the lessons she took away from that.

    I feel that if you're facing challenges which are too big to be solved through design alone...

    You'll definitely find the stories Lauren helpful!

    --- [ GUIDE ] -—

    00:00 Welcome to episode 109
    02:20 Who is Lauren
    03:00 60 second rapid fire
    05:50 How your choices influence the world
    07:25 Designing the breakdown points
    09:20 The risks for design
    13:00 Dealing with the God complex
    14:40 The role of customer experience
    18:30 Designing banking for the majority
    21:35 Involving the organisation
    25:00 The most convicing argument
    26:15 Overcoming the biggest hurdle
    28:50 Running organisations on spreadsheets
    29:50 Creating artifacts that inspire change
    33:20 What made it work
    36:20 Clarity around the objective
    37:50 What value are you adding
    38:50 Evaluating success
    41:10 Who are the best designers
    43:20 The moral of the story
    45:00 Recommended resources
    45:45 Get in touch with Lauren
    46:15 Final thoughts

    --- [ LINKS ] ---

    * twitter.com/serota
    * linkedin.com/in/serota/
    * goodreads.com/book/show/39863330-broken-stars
    * www.instagram.com/serota/


    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/spotify

    --- [ YOUTUBE ] ---
    Every episode of the Service Design Show (and more) is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn how to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!

    https://servicedesignshow.com/free-course

    • 47 min
    What makes service design work / Ben Reason / Episode #108

    What makes service design work / Ben Reason / Episode #108

    Your work as a service designer is not just about successfully finishing a single project. The goal is to contribute to long lasting change and influence the way of thinking within organisations.

    Ben Reason makes the argument in this episode that "service design makes things more humane". If this is the case it's far too important to be driven you all the time.

    So there is a lot at stake to change organisations through your work. Otherwise an organisation will quickly revert to their old ways of working once you're going.

    But as you've probably experienced, creating long lasting change is not an easy task by any means.

    On your journey you have to deal with a lot of organisational legacy which is fighting against this new approach called service design.

    What this means is that as a modern service designer you need to be playing chess on 3 boards at the same time!

    Just focussing on successfully delivering a project isn't enough anymore.

    In this episode you're going to learn from Ben Reason what these 3 chess boards of service design are.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 108
    02:35 Who is Ben Reason
    02:55 60 second rapid fire
    05:15 How do you bring service design into organisations
    09:05 Making things more humane
    10:30 Tackling scary challenges
    11:55 What is keeping us back
    14:15 A rollercoaster ride
    19:50 The real challenge in service design
    22:25 The legacy of design
    25:25 When things don't work out
    27:55 Know what you're getting into
    29:40 You need a mix of 3 things
    32:40 Training clients on the job
    36:20 Changes in service design
    40:20 What if enterprise software was more like service design
    41:10 The qualities of service design
    42:10 Sustainability and service design
    44:40 Get in touch with Ben
    45:55 Final thoughts

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/breasy/
    * https://twitter.com/breasy
    * https://www.liveworkstudio.com/
    * https://www.liveworkstudio.com/articles/designing-in-the-anthropocene/
    * Braiding Sweetgrass (book) - https://amzn.to/3jzX1vm

    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/spotify

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    https://go.servicedesignshow.com/instagram

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

    • 46 min
    How to put a price on service design / Dan Mall / Episode #107

    How to put a price on service design / Dan Mall / Episode #107

    When it comes to putting a price tag on service design many people struggle. It can be hard to articulate the value that you create through your work. Therefor many service designers just avoid the topic in general.

    What if you would treat the pricing of service design as a design challenge in itself where the goal is to come up with a solution where all parties benefit? The conversation about value, price and money becomes much less uncomfortable!

    In this episode. Dan Mall explains how you can do that through an approached called value based pricing.

    The things you're going to learn in this episode will not only help you to charge more for your work while at the same time delivering more value for your clients.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 107
    01:40 Who is Dan
    03:20 60 second rapid fire
    05:40 Why talking about value matters
    08:30 Feeling valued
    09:30 The stigma around business
    11:00 Object value pricing
    13:15 The basis of value pricing
    15:00 Creating alignment around a goal
    18:10 What is important to you
    19:10 The dangerous separation between business and design
    21:00 Challenger sales
    24:10 Setting a benchmark
    27:00 Prototyping with numbers
    29:45 Giving guarantees
    31:40 Pricing experiments
    35:20 When do you start charging
    38:00 Do this in every sales conversation
    40:45 Look for win-wins
    42:30 Recommended resources
    43:30 Get in touch with Dan
    43:55 Final thoughts


    --- [ LINKS ] ---

    * http://danmall.me/
    * https://twitter.com/danmall
    * https://www.linkedin.com/in/danmall/
    * https://superfriendlydesign.systems/
    * https://www.relay.fm/presentable/59
    * https://jonathanstark.com/

    --- [ BOOKS ] ---

    * https://abookapart.com/products/pricing-design
    * https://www.winwithoutpitching.com/pricing-creativity/
    * Implementing Value Pricing - https://amzn.to/3amGurq
    * The Challenger Sale - https://amzn.to/2Dy35W4
    * Shark Tales - https://amzn.to/2XRkLmd

    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/spotify

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    https://go.servicedesignshow.com/instagram

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

    • 44 min
    Redesign systems to address complex challenges / Penny Hagen / Episode #106

    Redesign systems to address complex challenges / Penny Hagen / Episode #106

    As a customer you've probably already experienced that most services don't fail because of bad intentions. Often services fail because they run on top of systems that don't support a different outcome.

    The classics "The computer says..." statement is just one of the many example.

    This isn't just a major frustration for us as ordinary customers but also for us as professionals trying to make things better.

    Let me ask you a question: How often have you been in a project where you had the mandate and budget to address these deeper systemic issues To my experience this almost never happens.

    So we keep working on projects with a limited scope that only have a chance of delivering a temporary fix at best.

    If you really want to address the bigger challenges in our organisations (and society) you have to shift your thinking from programs and projects to a more systemic mindset.

    You need to work on changing the underlaying and supporting structures. Which is by no means is an easy thing to do.

    Someone who has been pioneering this field for the last decade is Penny Hagen.

    In this weeks episode Penny shares the lessons she learned around:

    How to budget for systemic change?

    How to measure progress?

    And how to keep people motivated when they don't see tangible change right away?

    I feel that this episode is especially valuable if your work currently has narrow scope and you feel like you're not getting the opportunity to address the root causes of challenges.

    After listening the conversation with Penny you'll definitely have some ideas about how you can start making impact on a more fundamental level through your work.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 106
    02:45 Who is Penny
    04:20 60 second question round
    06:40 Adopting a more systemic and holistic view
    12:50 Are we brave enough?
    14:20 What we track is what we value
    17:30 Helping people to see the value of our work
    26:00 Showing results on different levels
    30:45 We have to look inward for solutions
    38:10 Don't keep it open
    43:05 Did you make change
    44:20 Nothing is out of scope
    47:50 Scaling isn't about the what
    50:20 Ways of working for complex challenges
    52:50 Get in touch with Penny
    53:35 Final thoughts

    --- [ LINKS ] ---

    * http://twitter.com/pennyhagen
    * https://twitter.com/codesignlab_akl
    * https://www.linkedin.com/in/pennyhagen/

    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    https://go.servicedesignshow.com/spotify

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    https://go.servicedesignshow.com/youtube

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    https://go.servicedesignshow.com/instagram

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    https://servicedesignshow.com/free-course

    • 54 min
    Overcoming the biggest fear in design / Natalia Agudelo / Episode #105

    Overcoming the biggest fear in design / Natalia Agudelo / Episode #105

    Taking risks is an inherit part of design. Trying things you haven't done before. Doing experiments. Exploring uncharted territory.

    It's exactly these things that give us fulfilment and that we're frankly just very good at.

    But doing this type of work has its price. And that price can be high.

    When you're in the business of putting new things into the world you never know what the response will be.

    The response might be praise but it also might be total rejection. We just don't know until it's out in the open.

    And here lies a major problem...

    Many designers tend to identify themselves with the things they design.

    Which means that they take any type of response as an judgement about them rather than about the thing that you've put into the world.

    This causes completely unnecessary stress, anxiety and mental suffering. And ultimately prevents you from giving everything you've got to the world.

    Is there a solution? Yes, there is.

    You have to find a way to be critical about your work while being compassionate for yourself at the same time.

    In this episode Natalia Agudelo shares how she is trying break free from the struggles of identifying herself with her work.

    The good news is that there are practical things you can do to adopt this mindset. It's a skill you can practice.

    If you want to be a happier designer and deliver better work Natalia's story might provide you with some valuable insights on how to get there.

    --- [ GUIDE ] ---

    00:00 Welcome to episode 105
    01:40 Who is Natalia
    05:00 Taking things as they are
    06:40 Unnecessary stress
    10:00 Addressing the lack of awareness
    13:00 Be critical and compassionate
    16:40 Separate yourself from the design process
    19:15 Think about how you think
    23:00 Develop your internal voice
    25:00 The grass is greener where you water it
    28:40 How can I open up
    34:00 Practice kindness
    36:00 Be more present
    36:45 Recommended resources
    38:25 Get in touch with Natalia
    38:45 Final thoughts

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/nataliaagudelo/
    * https://www.goodreads.com/book/show/8695.The_Restaurant_at_the_End_of_the_Universe

    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    go.servicedesignshow.com/spotify

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    go.servicedesignshow.com/youtube

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    go.servicedesignshow.com/instagram

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    servicedesignshow.com/free-course

    • 39 min
    The service design renaissance / Jonathan Kalinowski / Episode #104

    The service design renaissance / Jonathan Kalinowski / Episode #104

    Innovation has a long heritage. There are many proven innovation methods which have been around for decades.

    Methods like Quality Function Deployment which was developed in 1966 and already promoted a user centered approach. If you like just look it up on Wikipedia.

    The benefits of these innovation methods are crystal clear. They have a track record of delivering reliable results in certain situation.

    Strangely these proven innovation methods haven't made it into the practice of service design, yet. Why is that?

    That's what you'll learn in this episode where Jonathan Kalinowski and I dig into this question.

    So if you're looking for ways to add more rigour and credibility to your work then this episode is just for you!

    --- [ GUIDE ] ---

    00:00 Welcome to episode 104
    01:54 Who is Jonathan
    04:40 Facilitating desired outcomes
    11:00 There is an accountability problem
    14:20 We need to learn from our heritage
    19:45 The importance of rigour
    26:55 Leveraging the Jobs To Be Done framework
    39:20 Focus on desired outcomes
    42:20 How can we build better relationships
    49:40 Get in touch with Jonathan
    50:30 Finale

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/kalinowskijonathan/
    * https://hbr.org/1988/05/the-house-of-quality
    * https://en.wikipedia.org/wiki/Quality_function_deployment
    * https://strategyn.com/jobs-to-be-done/customer-centered-innovation-map/
    * https://www.instagram.com/design.for.service/

    --- [ MORE ] ---

    Enjoyed the show? Take a look at some of the other episodes.
    go.servicedesignshow.com/spotify

    YOUTUBE
    Every episode of the Service Design Show is also available as via the official YouTube channel.
    go.servicedesignshow.com/youtube

    INSTAGRAM
    Get an exclusive behind the scenes look of the Show.
    go.servicedesignshow.com/instagram

    --- [ FREE COURSE ] ---

    HOW TO EXPLAIN SERVICE DESIGN
    Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!
    servicedesignshow.com/free-course

    • 51 min

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