106 episodes

Light hearted conversations with the people that are shaping Service Design field discussing the current state of the industry, exciting new developments and challenges up ahead.

Service Design Show Service Design Show

    • Business
    • 2.5, 2 Ratings

Light hearted conversations with the people that are shaping Service Design field discussing the current state of the industry, exciting new developments and challenges up ahead.

    What is a service at it’s core? / Majid Iqbal / Episode #97

    What is a service at it’s core? / Majid Iqbal / Episode #97

    What is a service? No really, what is it? As you might imagine it's quite an instrumental question a service designer. But as it turns out, surprising little knowledge about services is embedded in our practice.

    So in this episode Majid Iqbal talks about service design from the service rather than from the design perspective.

    We often feel that service design is a strategic practice. Majid has a different take on that. So we talk about how strategy translates into services. And how designers can become strategists.

    One of the big challenges in our field is to get people in a project aligned around a desired outcome. The holistic nature of services requires that. Majid shares a methodology called the strategic narrative that helps to do this.

    Finally at the end of the episode there's a book give contest where you can win a signed copy of Majids book. Check the detail below.

    If you know someone who might be interested in what we've discussed please share this episode with them.

    That way you'll help to grow the service design show community and help me to invite more inspiring guests like Majid.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    05:15 - The first encounter with Service Design.
    08:40 - What if designers were strategist?
    16:25 - How can we bring everybody on the same page?
    24:15 - How does strategy translate into services?
    35:15 - Big question: How could we make a fundamental leap?
    37:15 - Book giveaway!

    --- [ GIVEAWAY ] ---

    We're giving away a signed copy of Majids books!

    To participate in the contest head over to this episode on YouTube and leave a comment there where you have to name 3 movie references that are in the book. So you have to find someone who has a copy of the book first ;)

    The contest closes on April 16th 2020 11:59pm (CEST) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner.

    --- [ LINKS ] ---

    * linkedin.com/in/mxiqbal/
    * twitter.com/mxiqbal
    * https://implementing.design/about/majid-iqbal/
    * https://medium.com/@mxiqbal

    The book
    * https://www.bispublishers.com/thinking-in-services.html
    * https://www.amazon.com/Thinking-Services-Encoding-Expressing-Strategy/dp/906369489X/
    --- [ 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

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    go.servicedesignshow.com/facebook

    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

    • 40 min
    A lean(er) service design approach / Lincoln Neiger / Episode #96

    A lean(er) service design approach / Lincoln Neiger / Episode #96

    Have you been following the classic design process in most your projects? Moving from research to insights and from opportunities to prototypes.

    Well you're not alone because most service designers do. It's the process that has been described in many books over the years and become the de facto approach.

    But what if this isn't the most efficient way to design good services? What if you could tweak the design process so that you get better results in less time? Would you be interested in that?

    Perfect! Because the guest in this episode - Lincoln Neiger - shares how he has reshuffled the design process with great success.

    One of the things you'll learn is why it might be smart to start with prototyping rather than design research in your projects! Imagine that :)

    Have you ever heard of Service Design Gifts? Well neither did I prior to this episode. But as it appears these "gifts" are a very effective (and fun) way to create buy-in.

    Kindness as a design strategy. That's the final topic in this episode. Lincoln shares how he's been spreading kindness throughout his project and how that has impacted the outcomes of his work. Spoiler alert: it's super inspiring!

    If you know someone who might be interested in what we've discussed please share this episode with them.

    That way you'll help to grow the service design show community and help me to invite more inspiring guests like Lincoln.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    04:45 - The first encounter with Service Design.
    08:30 - What if service designers kept design simple
    14:50 - How can we spread kindness and excitement about design
    22:20 - When will we make the design process more efficient
    32:50 - Big question: How do we design pro-actively?

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/lincolnneiger/
    * https://twitter.com/pragmasmic

    --- [ 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

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    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

    • 36 min
    Designing with the invisible glue that holds us together / Josina Vink / Episode #95

    Designing with the invisible glue that holds us together / Josina Vink / Episode #95

    If the service you've designed goes against the existing socials structures it's bound to fail. That's why it's essential that from the very first moment you're aware of these social structures and use them in your design process.

    But how you might wonder... Josina Vink has done a lot of research on this topic and in this episode she shares her most important learnings.

    One of the reasons social structures are so important in service design is that they dictate interactions between people.

    Organisations are, for a large part, made up of social structures. Explicit but mostly implicit ones. If you can understand these structures and shape them you're basically designing the way an organisation operates. Which is really powerful if you want to turn ideas into reality!

    In service design we pride ourselves that we're always thinking about the user. But we rarely if ever design for the user as part of a larger collective. A collective like a family or a sports team. Which is quite strange if you think about it.

    A user, including you and me, are always part of larger social groups. When we encounter services that are be good for us but fail to align with the needs of other people in the group, these services will not be as effective as the can be.

    So when you're designing services it helps to at least be aware of the principles you need to take into account from the perspective of the collective.

    The final question we address in this episode is: Can you really design a service? Or can you just design the context for the service? And if that's the case who is the one designing?

    If you enjoyed this episode don't forget to share it with fellow practitioners who might find it helpful as well.

    That way you'll help to grow the community and help me to invite more inspiring guests like Josina.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    03:10 - The first encounter with Service Design.
    05:20 - How can we become aware of social structures and intentionally shape them in our service design process?
    13:00 - Why aren’t we already considering collectives in design?
    20:15 - Who is designing?
    28:00 - Big question: how can we get everyone more literate in design?

    --- [ LINKS ] ---

    * https://www.twitter.com/josinavink
    * https://www.linkedin.com/in/josinavink/
    * https://www.researchgate.net/profile/Josina_Vink

    * https://en.wikipedia.org/wiki/Patch_Adams_(film)
    * SDGC 19 | Dr. Josina Vink: In/Visible - Shaping Hidden Social Structures Through Service Design / https://www.youtube.com/watch?v=JCfK03drxbA

    --- [ 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

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    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

    • 33 min
    How much empathy is enough? / Maike Klip / Episode #94

    How much empathy is enough? / Maike Klip / Episode #94

    Empathy, understanding and compassion. These words are not commonly used in many large organisations. But why? That's what we're going to find out.

    Our guest in this episode, Maike Klip, has embarked on an inspiring research project to learn what it means to be a compassionate civil servant.

    As an employeed of the Dutch Government herself Maike recognized the stories about organisations not having enough empathy for the people they serve.

    So she got curious and wanted to understand how much empathy is enough? And if we're lacking empathy why is that? And maybe even question if we really want organisations to show more empathy... because empathy has it's flaws.

    If you're sometimes frustrated with the lack of empathy from organisations this episode holds some valuable insights about the dynamics that are at play here.

    And if you want to open up the conversation about empathy in your own organisation, Maike's design research method will definitely be a great addition to your toolbox.

    If you enjoyed this episode don't forget to share ir with fellow practitioners who might find it helpful as well.

    That way you'll help to grow the community and help me to invite more inspiring guests like Maike.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    03:55 - The first encounter with Service Design.
    05:35 - How much understanding do you need as an organisation?
    13:55 - How can we have responsibility?
    20:55 - What if we have an open conversation?
    30:30 - Big question: How do you involve people in the design process?

    --- [ LINKS ] ---

    * www.linkedin.com/in/maikeveltman/
    * www.klipklaar.nl
    * www.debegripvolleambtenaar.nl
    * 2020.govservicedesign.net

    --- [ 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

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    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

    • 33 min
    Design 101 for CEOs and business leaders / Audrey Crane / Episode #93

    Design 101 for CEOs and business leaders / Audrey Crane / Episode #93

    What do CEOs need to know about design? This was the question Audrey Crane tried to answer in her latest book which carries exactly that title. Make sure you stick around till the end of the episode because there's a little surprise...

    Sometimes it might seem that design is already a well established practice and field for most organisations out there. But the reality is that it's far from.

    There are still (many) business leaders out there who don't have a clue what design is and more importantly how they can use it to build better companies.

    So in this episode Audrey shares some of hers most successful strategies and tactics to convey the value of design.

    You're also going to learn about the common mistakes people make with regards to design. Hello unicorn designer anyone? And of course what you can do to avoid these mistakes.

    Finally Audrey poses the question how we can spread design beyond our small community? What's needed to break out of our design bubble? We would love to hear your thoughts in the comments!

    At the very end of the episode there's a little book giveaway contest. Signed copy!

    I hope you'll find this episode helpful as this is a really important topic that need to address in our community.

    And don't forget to share this episode with fellow practitioners!

    That way you'll help to grow the community and help me to invite more inspiring guests like Audrey.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    03:20 - The first encounter with Service Design.
    06:40 - How can we help more organisations leverage design effectively?
    16:00 - What if we could help people solve the most impactful design mistakes?
    27:40 - What if you could wave a magic wand and change one thing about business leaders?
    36:20 - Big question: How can we reach out to people outside our bubble?
    37:40 - Book giveaway contest! (read below)

    --- [ GIVEAWAY ] ---

    We're giving away a signed copy of Audrey's books!

    To participate in the contest head over to this episode on YouTube and leave a comment there where...you share a story of an organisation who wasn't aware of what is possible with design.

    The contest closes on February 20th 2020 11:59pm (CET) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner.

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/audcrane/
    * https://twitter.com/audcrane

    * https://www.senseandrespondpress.com/what-ceos-need
    * https://designmap.com/ideas/what-ceos-need-to-know-about-design
    * https://www.amazon.com/What-CEOs-Need-About-Design/dp/1703635051/

    --- [ 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

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    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

    • 40 min
    The organisation as your design material / Linn Vizard / Episode #92

    The organisation as your design material / Linn Vizard / Episode #92

    Why is it that so many service design projects still get stranded before they have been able to make an impact on customers? In this episode Linn Vizard shares her experience with what it takes to make service design real.

    Linn has an interesting perspective on how we might start looking at the outcomes of service design. Because the outcome of our work almost never is an actual service... So what are the outcomes we create as a community? And how can we do a better job at communicating those outcomes?

    Another thing that we explore in this episode is what would happen if we start treating the organisation as our design material? If services are the software that we design then we might see the organisation as the hardware on which they run... and in that sense it's quite important to understand the properties of this design material.

    If you've ever struggled to get your service design projects beyond the concept stage than this is definitely an episode that you don't want to miss!

    I hope you'll find this episode helpful as this is a really important topic that need to address in our community.

    And don't forget to share this episode with fellow practitioners! That way you'll help to grow the community and help me to invite more inspiring guests like Linn.

    Remember. Every. Share. Counts. :)

    --- [ GUIDE ] ---

    04:10 - The first encounter with Service Design.
    06:45 - Why are we having a hard time making it real in service design?
    15:00 - How can we expand our understanding of what outcomes of service design are?
    26:40 - What if the material of service design is the organisation?
    37:50 - Big question: Which organisations do ongoing service testing?

    --- [ LINKS ] ---

    * https://twitter.com/wittster
    * https://www.linkedin.com/in/linnvizard/

    * https://www.servicedesignpaths.com/blog/2020/1/2/2019yearinreview
    * http://www.redjotter.com/redjotterblog/2019/1/22/64-the-mighty-designer
    * Service design across borders - https://vimeo.com/334671277
    * https://orgdesignfordesignorgs.com/

    --- [ 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

    FACEBOOK
    Check the Facebook page where you'll find more content and can discuss the episodes.
    https://go.servicedesignshow.com/facebook

    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

    • 41 min

Customer Reviews

2.5 out of 5
2 Ratings

2 Ratings

dr kelso ,

Doesn’t answer harder questions

The episode ‘ask harder questions’ points out the flaws in service design. By not being able to answer harder questions then: how to serve/sell more products the quickest so we have more revenues so our stakeholder are happy. My subscription ends here...
Service design=Management lingo 14.7beta

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