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Go beyond the basics of service design and learn what it truly takes to deliver services that make a positive impact on people, business and planet.
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How to Stop the Erosion of Great Services? / Cameron Tonkinwise / Episode #198
This has to stop... I don't care what they say. Chatbots s*ck.
But we, as service design professionals, have the power to make things better.
Sure, ChatGPT and Google Gemini are impressive tools, but a chatbot on a company's website? Probably one of the most frustrating experiences you can have these days.
This trend toward replacing humans in service delivery is a growing concern.
There's nothing wrong with trying to optimize processes. It becomes a problem when it's done in a mindless way to solely cut costs at the expense of the user experience.
Our guest, Cameron Tonkinwise, makes a compelling case for preserving the human element in service delivery. Because removing this vital component erodes something incredibly valuable that AI (or any other tech) can't and will never be able to replicate.
As you can imagine, simply pointing out the problem isn't enough.
So, in our conversation, we explore how to make a strong case for human-driven services... even to the most skeptical stakeholders.
Spoiler: Waiting for our clients to change their minds isn't the answer. It requires a proactive approach on our part.
If you work in a product or tech-driven environment, this episode will hopefully give you the energy and ideas to challenge the relentless push for short-term optimization.
The chat with Cameron reminded me that we have a responsibility to design the future we want to see rather than just being of service to others.
Enjoy the conversation and keep making a positive impact!
Take care,
~ Marc
--- [ 1. GUIDE ] ---
00:00 This is Episode 198
04:00 Who is Cameron
05:00 How he stumbled to SD
12:30 the current perspective to SD
15:00 the ideal outcome
16:45 A vastly uneducated community
24:00 Why the model isn't adopted
26:00 How to support the current economy
29:30 Hockey puck story
33:30 Thoughts in AI
39:00 What you can be offering
41:30 Expressing the need
45:00 Importance of frontline observation
50:00 One practical takeaway
52:00 Connect with Cameron
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/cameron-tonkinwise-80a5987/
--- [ 3. CIRCLE ] ---
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How to Predict the Future and Make Smarter Decisions Today / Ali Draudt / Ep #197
Imagine that you had the power to look into the future...
That you could escape from the short-term focus and envision a world years or even decades away. And on top of this, you'd be able to turn this vision into something real, a roadmap to guide your decisions today.
Wouldn't that change everything?
Now, this episode won't give you a crystal ball, but it might be the next best thing.
We all know that the challenges we face today require different ways of thinking in order to solve them. If we continue on the trajectory we're currently on, our future isn't looking very bright, to say the least.
In order to create a different, better future, we have to first imagine it.
But with our world changing so fast, how can we even predict tomorrow, let alone years from now? Aren't we just better off focussing on the here and now?
Not according to our guest, Ali Draudt. Ali teaches us that predicting the future is a hidden superpower of designers. Lucky for us, Ali is an expert – author of "What the Foresight," holding a degree in Design Strategy and Strategic Foresight, and is currently the Head of Innovation and Design Strategy at Nike.
In this episode, you'll hear how to:
Explore worldviews that might be radically different from your own.
Challenge your existing beliefs and biases to imagine the seemingly impossible.
Use practical tools to make abstract futures tangible.
So, if you're to unleash your hidden superpower and make better decisions today you'll be in for a treat!
Talking with Ali reminded me that the dots only connect in hindsight. The only way to make those breakthrough, serendipitous connections is by continuing to explore things that seem irrelevant now.
Enjoy and keep making a positive impact.
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 197
04:00 Who is Ali
04:45 How Ali Stumbled into Service Design
06:30 Lightning Round
08:00 Moving beyond antromorphic design
10:30 What's truly human-centered
17:30 Adopting to this practice
21:00 Next big thing to go beyond
24:00 Changing levels of zoom
31:00 Coping mechanism on the speed
38:00 Using the Steep Model in Teams
40:00 4 archetypes to future potentials
45:30 What good work look like
49:30 Co-creation mode
50:45 What I hope you'd remember
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/alidadraudt/
The Thing from the Future (Team-building game) https://situationlab.org/project/the-thing-from-the-future/
The Ministry for the Future - Kim Stanley Robinson (Book) https://a.co/d/992fmv5
--- [ 3. CIRCLE ] ---
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The Key to Understanding the Impact of Design on Business Outcomes / Patrizia Bertini / Ep. #196
Here is something that makes many service design professionals cringe...
The question to quantify the impact design has on the company goals.
You'll see that finding the answer to this question is actually surprisingly easier (and more fun) than you might think.
Here's a business mantra you might have heard before: If it's not being measured, it's not important.
Numbers rule. That's that cold, hard reality of how companies operate.
Now, as a design community, we've always struggled to quantify the value we bring to tangible business outcomes.
Sure, there are valid reasons – we often work on systemic challenges where it's hard to make a water-tight correlation between our efforts and the specific impact they have on the goals.
There are just many factors at play that have an influence, and isolating our contribution is hard or, rather, impossible.
So, we often get hung up on this attribution question as we feel we can't "prove" how much we've contributed.
Even if we want to measure our contribution, we find that the right measuring processes aren't in place to do so. So, we'd rather focus our time and energy on solving the actual challenge at hand than implementing those processes from the ground up.
And let's be real, not many of us wake up excited about capturing things in a spreadsheet.
So yes, there are reasons why quantifying the impact of design is hard and often lacking.
But, as we've recently seen, we're paying a high price for this.
Just scroll through your LinkedIn feed to see many sad examples of that playing out. When budgets tighten, design often takes the hit as it can't show, in numbers, its contribution to the business.
Okay, I know this hasn't been a very uplifting message so far. But here's the good news.
There is a group of professionals out there who absolutely love design and thrive on these types of measurement challenges.
Of course, I'm referring to our friends from the DesignOps community.
When we collaborate closely together, we have the power to anchor design as an indispensable strategic discipline. At least that's the firm conviction of Patrizia Bertini, our guest in this episode.
Patrizia, shares her journey of implementing measurement frameworks that facilitate healthier conversations between design professionals and business stakeholders. In the conversation, we dive into the juicy stuff like value attribution, measuring systemic impact, and prototyping with numbers.
I can't guarantee this episode will turn you into a spreadsheet enthusiast, but it will definitely inspire you to be BFFs with someone who loves crunching numbers.
Let's face it; we might sometimes feel intimidated by numbers. We want to prove with scientific rigor that things are the way we say. But here's a secret: educated guesses are everything you need...
Enjoy the chat and keep making a positive impact!
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 196
03:30 Who is Patricia
04:15 Patricia's first Service Design encounter
05:00 Lightning Round
06:30 Thoughts about design identity
12:00 The decline of strategic design
16:30 Unpacking data triangulation
21:00 Identifying problem in onboarding
24:45 Design thinking for business problems
30:00 Going against the system's structure
32:30 Initiating organizational values
42:00 The impact of translating what the business is
46:00 How to bridge the gap
51:30 Who should be accountable?
56:00 What to avoid and what we should do
--- [ 2. LINKS ] ---
http://linkedin.com/in/patriziabertini
--- [ 3. CIRCLE ] ---
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Practical Strategies for Doing Work that Truly Matters / Frances Yllana / Ep #195
What's the most important tool in your service design toolbox?
No, it's not a fancy piece of software or a groundbreaking methodology.
The most important tool is you.
A bit cheesy? Perhaps. True? Absolutely!
Let me explain.
You're the enabler for all actions leading to positive change. It's easy to overlook the importance of keeping this tool—yourself—in top shape. And you can only deliver your best work when you're healthy and happy.
If you're drained by unfulfilling work or feel your talent is going to waste, all the other tools in your kit won't matter. So, how do we get to a place where we do work that gives us joy and motivates us to get up in the morning?
That's the theme of the conversation with our guest, Frances Yllana.
Frances shares practical ways to align our work with our purpose. And we discuss the importance of prioritizing conscious career development, even in busy times.
As you'll hear, the great thing is we can apply many tools and methods from our own toolbox to achieve this.
This episode is all about making sure you do the work you want to do, not just the work you know how to do. Yes, the stakes are high!
The conversation with Frances inspired me to spend even more time understanding myself—when do I operate best and deliver my most valuable work? There's a lot of power in knowing yourself, so hopefully, it will get you in this mood as well.
Keep making a positive impact.
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 195
03:30 Who is Frances
04:00 How she stumbled to Service Design
05:30 Lightning Round
08:45 Finding purpose by doing work outside of our work
10:30 What lead to this thinking
14:30 How the purpose translated
18:30 Increasing the chance of clarity
20:30 Insights to figuring out what you should be pursuing
27:00 How we can identify the impact that we are contributing
32:45 A knack for recognizing wins
39:30 Helpful methods to help you find purpose in your work
43:30 Piece of advice
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/francesy/
SunsayS.cool - https://www.sundays.cool/
Send a letter of gratitude to someone - https://www.sundays.cool/praise
--- [ 3. CIRCLE ] ---
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Design needs to grow up and take responsibility / George Aye / Ep. 194
Design is at risk of being misused and exploited...
Wow, I had to let that sink in for a moment.
It's not the first thing that comes to my mind when I think of the service design community.
I generally see a bunch of optimistic and passionate professionals dedicated to making the services around us better.
However, our latest guest, George Aye, delivers an important wake-up call. George argues that when we solely focus on the feasibility aspect of our work, we fall into the trap of contributing to challenges that aren't aligned with our values.
It's not enough to merely ask whether we can do something.
As a practice, we must take responsibility and hold each other more accountable for the impact we have on the people that we serve. The key question, according to George, is whether we should contribute to a particular challenge. No challenge is too small for thorough scrutiny. We need to overcome the idea that we should get involved in every project and demand higher ethical standards from ourselves and our clients.
But what does this mean in practice?
In our conversation, George, who leads a highly respected design studio, spills the beans on how his team holds him accountable for the clients and projects they take on. Why he has written over 50 break-up letters to clients and the importance of the "gut-check" tool as the crucial compass for guiding their decision-making process.
This conversation might make you uncomfortable at times—I certainly felt that way. Yet, I wouldn't have wanted to miss it for a moment, and I believe you might feel the same after listening.
The topic is too important to ignore.
One statement from George that continues to resonate with me: When a lawyer or doctor makes a mistake, they lose their license. What are the consequences when a design professional screws up?
This is a key question we must address to mature our field.
Enjoy the conversation and keep making a positive impact.
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 194
03:45 Who is George
04:30 Lightning Round
08:00 Should we do it?
10:30 Am I asking this question enough?
14:30 A Project promoting unhealthy behaviors
20:00 Guns and tobacco
22:15 The risk of getting fired and it's trade-offs
26:15 How can we know when to speak up?
30:45 Examples when making a wrong judgment call
31:15 The Gut check
48:15 What to do when it doesn't play out well
53:45 How do we bring this to a broader community?
57:15 Moral injury
--- [ 2. LINKS ] ---
LinkedIn - https://www.linkedin.com/in/georgeaye/
George's studio: http://greatergoodstudio.com/
The Social Change by Design Database: https://airtable.com/appxBXOcR6tqV5phJ/shrmOgXzu5DD2NlYC/tbltgZ0yFEmLkqqJe
Sign up for the fireside chat: - https://go.servicedesignshow.com/kdpbv
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Why Beautiful Businesses always Win / Alan Moore / Episode #193
Could it be that we're missing the ultimate metric of success?
If I asked you about the metrics driving your organization, I bet revenue, costs, and profit would top the list. Sure, staying in business means earning money, and for most organizations, growing profit has been the default mode of operation.
But here's the catch: more money shouldn't, and frankly can't, be the end goal. We all feel the consequences of that mindset today. So, if profit isn't the ultimate metric of success, what could be the alternative?
Our guest, Alan Moore, has an inspiring take on this. According to Alan, the metric to optimize our business for is beauty. Yes, you read that right, beauty. Now, I know this will sound a bit unconventional for some organizations, but just because beauty isn't a recognized metric doesn't mean it lacks importance.
Just imagine a world where we actually would optimize for beauty instead of profit. Intriguing, right?
So, is this just wishful thinking? Surely not! In our conversation, Alan shares practical tools and examples of companies that have embraced this philosophy, taking the first step toward a more beautiful business.
This is one of those conversations that could open up a whole new area in your opportunity space that will help you design better services.
What resonates with me about Alan's story? It's aspirational. It challenges the mainstream narrative and demands courage to follow this path. Perfect for the design community to embrace if you ask me
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 193
07:15 Who is Alan
08:30 How he stumbled upon Service Design
10:15 Lightning Round
11:30 Beauty will change the world
16:15 Why is it about beauty
22:45 3 Steps to Reset
28:45 How to look at the world differently
37:00 Steps in the "Do" Stage
47:45 When should we push reset?
49:15 Applying the work you're doing today
50:45 The point is to strive
52:15 How to know you're making progress
1:00:15 What you can do today
--- [ 2. LINKS ] ---
https://uk.linkedin.com/in/alanmoore2
https://beautiful.business
https://thebeautifuldesignproject.com/
No Straight Lines by Alan Moore (book) - https://a.co/d/9metoPr
Do Design by Alan Moore (book) https://thedobook.co/products/do-design-why-beauty-is-key-to-everything
--- [ 3. CIRCLE ] ---
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