Service Design Show Service Design Show

Isn't it funny... Even though we live in a world which is dominated by services still many organisations have a very strong product mindset.

And I get it (sort of). Products are tangible, easy to measure, perfect to manage. Everything a CEO wants right?

Well, you as a service design professional know that product centric thinking is harmful. It creates silos, destroys the customer experience and in the end is bad for business.

The reality is that product thinking isn't going to go away anytime soon.

So this begs the question: How can you connect service design with "product people" inside an organisation and use each others strengths?

Valeria Adani who's the head of service design at Frog has been faced many times with this challenge in her career.

In this week's episode she shares her most important learnings around finding a common language, focussing on implementation and the pitfalls of oversimplification.

When you take these lessons to heart I can guarantee that you'll be more impactful and do more rewarding work. Curious? Click the link below to learn more.

Hope that you'll enjoy the conversation and get something helpful out of it!

--- [ SALARY REPORT ] -—

https://www.servicedesignjobs.com/salaryreport/

--- [ GUIDE ] -—

00:00 Welcome to episode 135
03:00 Who is Valeria
03:45 60 second rapid fire
06:00 The problem of a product centric mindset
09:15 Importance of language
11:45 Bridging the gap
17:45 Signs of success
23:00 The impact of design
26:15 Focus on implementation
33:00 We can't do it alone
36:00 Measuring the right things
37:30 Tips on getting started
41:45 Pitfalls of over simplification
46:45 The added value of service design
48:30 Final thoughts

--- [ LINKS ] ---

* https://www.linkedin.com/in/valeriaadani/

--- [ 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

As a service designer you never stop learning.

But as you may have noticed already textbooks will only get you so far.

Pretty quickly you'll want to discuss details and nuances of our practice that aren't easily captured in traditional literature.

So how do you continue developing your skills once you reach that point?

In the old days you would join a guild. The bakers, blacksmiths or brewers.

Today these guilds are more commonly known as professional learning communities.

These communities offer you the opportunity to learn from others, find support and provide the space to reflect on your work.

But a community doesn't magically appear right in front of you.

So in this episode you're going to hear how and where you can find a community where you feel at home.

--- [ GUIDE ] -—

00:00 Welcome to the Show
03:00 Who is Natalie
04:15 What is a community
09:45 The limits of online
14:15 Growing through engagement
16:00 Starting a community
23:45 The importance of ownership
25:45 Longevity of communities
31:15 The catalysts
34:45 Enabling interaction
39:15 Trust and vulnerability
42:15 Deep versus wide
46:00 Closing thoughts

--- [ CIRLCE ] -—

Join our community our in-house service design professionals at the Circle.

https://www.servicedesignshow.com/circle/

There is a clash...

A clash between existing business logic and service design.

For instance the focus on value extraction versus value creation. The difference in an open versus hierarchical workstyle. And the emphasis on statistical versus empirical evidence.

If not dealt with in the right way, this clash creates tensions which prevents you from making a positive contribution through your work.

The first step to effectively dealing with these tensions is recognizing that you're in a clash.

Our guest in this week's episode Chris Ferguson calls these tensions double binds. And Chris has been doing some foundational research into this topic.

You're going to learn about the most common double binds that he found through his research.

If you stick around till the end of the episode you'll also walk away with some concrete examples on how you can neutralize these tensions.

And if anything, at least you'll see these tensions coming and can prepare in advance :)

--- [ GUIDE ] -—

00:00 Welcome to episode 134
02:00 Who is Chris
03:50 Question rapid fire round
06:00 Double binds
09:00 Traditional organisations
10:45 Work style tension
18:45 Transforming the organisation
23:15 Business model bind
30:15 Different cultures
35:15 Understanding belief systems
39:00 Learning from others
42:45 Finding your allies
52:30 Structuring projects
56:00 Final thoughts

--- [ LINKS ] ---

- https://www.linkedin.com/in/1christopherferguson/
- Razorblade Tears (book) - https://amzn.to/3lAXRfl
- The Hard Thing About Hard Things (book) - https://amzn.to/3ADVqN4
- Design Thinking at Work (book) - https://amzn.to/3DAYYlb
- Liminal thinking The pyramid of belief - https://www.youtube.com/watch?v=2G_h4mnAMJg
- The Campfire - https://www.servicedesignshow.com/campfire/

--- [ 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

This week's episode of the Show is a pretty remarkable one.

You're going to hear the story of how design has not only survived, but is actually thriving within one of the most challenging environments... a bank.

Our guest in the episode is Alex Guazzelli. Alex is the head of design at the largest financial institution of Latin America and has been part of this journey from day one.

Today he leads a team of over 250 designers but it all started with a two man operation.

Of course the journey hasn't been without challenges. Not everything went according to plan.

In this conversation Alex shares his lessons about making compromises, connecting design to business and working on the right projects.

So if you're currently trying to get service design adopted in an organisation that doesn't have a strong design heritage, this episode will help you get there faster for sure!

--- [ GUIDE ] -—

00:00 Welcome to episode 133
03:00 Who is Alex
04:00 60 second rapid fire
06:00 How it all started
12:00 Showing added value
19:00 Understanding the metrics
24:00 The right challenges
30:15 Connecting the dots
36:15 Changing the mindset
38:45 The evidence to say no
42:30 Own the responsibility
44:30 Lessons learned
49:15 Be prepared for the journey
54:45 The road ahead
58:15 Final thoughts

--- [ LINKS ] ---

* https://www.linkedin.com/in/alexander-angelo-guazzelli-b83b8221/
* One unbounded ocean of consciousness (book) - https://amzn.to/3CU3CdD

--- [ COACHING CALL ] ---
Book your free coaching call.

https://servicedesignshow.com/coaching

Use the secret phrase you heard in the episode!

Imagine that your organisation would fully embrace design?

There would be much less friction between how you work and how the organisation operates.

When you'd see an opportunity to improve something and make a positive contribution with your skills you could just go for it.

Unless you're one of the lucky few, most service designers still need to fight hard to get support for their way of working.

And think about it, there's a lot at stake here...

Because when you fail to get proper support no one will listen, you won't be able to influence important decisions and eventually you'll become irrelevant.

But if we play our cards right I'm actually quite optimistic that will not happen.

What inspires hope in me is that designers are starting to understand organisations better and better.

For instance we recently talked about organisational dark matter on the Show and how to influence that.

In this episode we continue on that theme and talk about a pragmatic approach to organisational design.

You'll learn how creating doubt, devising smart experiments and reframing challenges helps to get the buy-in from clients and stakeholders.

The most powerful tools are sometimes right in front of you. This episode serves as a great reminder of that.

--- [ GUIDE ] -—

00:00 Welcome to episode 132
05:00 Who is Frithjof
06:00 60 second rapid fire
09:45 Organisational design isn't new
14:00 Knowing the end at the start
19:00 Exploring what may be
24:30 What help clients make the leap
27:00 Doubt is your friend
30:15 Reframing the problem
39:00 How to coach clients
41:45 The role of experiments
47:30 Creating space for failure
54:00 Skills to make the transition
1:01:15 Final thoughts

--- [ LINKS ] ---

* https://twitter.com/frithjofthinks
* https://www.linkedin.com/in/frithjofwegener/
* https://www.researchgate.net/profile/Frithjof-Wegener
* https://scholar.google.com/citations?user=4-4TFXgAAAAJ&hl=en

* Organizational Design webinar - https://www.youtube.com/watch?v=Qv-hDbtmG30
* Touchpoint article - https://www.service-design-network.org/touchpoint/vol-11-no-3-service-design-and-change-management/tp11-3-going-from-service-design-to-organisational-designing

PODCASTS
* https://www.talkingaboutorganizations.com/
* https://www.tudelft.nl/io/delft-design-stories/out-of-the-blue

BOOKS
* https://www.terrypratchettbooks.com/book-series/discworld/
* https://naomistanford.com/books/
* https://www.sup.org/books/title/?id=1448
* https://en.wikipedia.org/wiki/Crime_and_Punishment

--- [ 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

Okay, I know it sounds almost impossible but it really happened… A fellow service designer named Delia told me that she has crafted an elevator pitch for service design that is really effective for her. How effective?

Well she used this pitch and it landed her a speaking opportunity on the first encounter with someone at a random networking event. Pretty amazing.

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Build your own perfect elevator pitch! Join the upcoming cohort of our Selling Service Design with Confidence program.

https://servicedesignshow.com/selling/

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The challenge with service design is that you need to find ways to explain it without overcomplicating or dumbing it down.

This is definitely a skill. A skill you can master as well!

So in this podcast episode of the Show you’re going to get practical tips that will help you to “sell” service design and get buy-in from internal stakeholders and external clients.

If you ask me we, focus too much on the craft of service design and too little on how to get non-designers excited about it.

But you really need to do both if you want to make impact…

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Learn how to Sell Service Design with Confidence

https://servicedesignshow.com/selling/

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