137 episodes

A show where we go beyond the basic service design tools & methods to learn what it truly takes to make great services a reality.

Service Design Sho‪w‬ Service Design Show

    • Business
    • 3.8 • 5 Ratings

A show where we go beyond the basic service design tools & methods to learn what it truly takes to make great services a reality.

    What's life on the inside? Real-life stories from 7 in-house service designers.

    What's life on the inside? Real-life stories from 7 in-house service designers.

    What's it like to be an in-house Service Designer the Swedish Tax office or the fashion giant Zalando?

    In this episode of the Service Design Show you're going to get a sneak peak behind the curtains.

    You'll hear about the challenges in-house service designers face.

    And of course get some practical tips on how to navigate around them!

    Even if you're currently not working in-house I think you'll find these stories very useful.

    [ Join the Campfire ]

    https://servicedesignshow.com/campfire/

    • 41 min
    The reason why designers fail in organisations / Tricia Wang / Episode #123

    The reason why designers fail in organisations / Tricia Wang / Episode #123

    How can I as a service designer, be of more value to my organisation?

    That's the question we're exploring in this weeks episode of the Show. And the answers we find will surprise you!

    So yeah, of course you want to work on challenges that matter. You want to make a difference.

    But all too often designers are still not heard within enterprise environments. And you know what that means.

    When this keeps going on too long you will eventually becoming irrelevant. And fail to achieve your mission.

    Tricia Wang, our guest this week, has an interesting take on why this is happening...

    Designers have the tendency to get in their own way. What does this mean?

    It means that we've adopted anti-patterns that actually prevent us from achieving success on the level we desire.

    According to Tricia we need to uncenter ourselves and transition from being a guru to being a guide.

    If this sounds abstract don't worry.

    Tricia provides some very practical things you can do in your day-to-day work to make this happen.

    Things like sharing unfinished work, ditching the HWM and much more.

    So when you feel like you could be making a bigger impact on your organisation, but aren't sure how to do that.

    This episode might just hold the clue you're looking for.

    I love how Tricia challenges some of the assumptions and habits that we've developed in the design community.

    It might be confrontational at first but it's a conversation that we need to have sooner than later.

    Enjoy the episode and keep making a positive impact :)

    --- [ GUIDE ] -—

    00:00 Welcome to episode 123
    03:00 Who is Tricia
    05:45 60 second rapid fire
    09:00 Elevating design
    12:00 What I failed to do
    17:30 Communication is the problem
    20:30 From guru to guide
    24:45 Get rid of the how might we
    33:00 HMW alternatives
    38:00 Uncenter yourself
    41:00 The business to human question
    43:45 Final thoughts

    --- [ LINKS ] ---

    * triciawang.com
    * linkedin.com/in/triciawang/
    * twitter.com/triciawang
    * projectinkblot.com/
    * onepageonehour.com/

    * Ain't Gonna Let Nobody Turn Me Around (book) - https://amzn.to/3sDjoVP
    * The human insights missing from big data | TED Talk - https://www.youtube.com/watch?v=pk35J2u8KqY

    --- [ 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 apply game dynamics in service design / Andy Morales / Episode #122

    How to apply game dynamics in service design / Andy Morales / Episode #122

    Now be honest with me... What is the first thing you think about when you hear game design?

    Badges, points, rewards? Gamification? Minecraft?

    Well, in this weeks episode you're going to hear a completely different story.

    Together with Andy Morales I explore how game dynamics can be used in the word of service design.

    It's quite amazing that this topic hasn't been covered on the Show before as there are so many parallels between games and service, really!

    Andy gives some great examples of how game design can for instance be used to prototype interactions on a small scale before going large. But there's much much more.

    Yes, as service designers we borrow a lot of tools and methods from other disciples.

    And after this conversation with Andy I'm 100% convinced that game design should be part of our vocabulary as well.

    I highly recommend this episode if you're interested in designing better -and more playful- services!

    --- [ GUIDE ] -—

    00:00 Welcome to episode 122
    04:45 Who is Andy
    05:35 60 second rapid fire
    08:00 The journey into game design
    12:30 Role of game design in society
    17:30 What is the potential of bringing more game design into service design
    20:30 An application of game design in a service context
    27:00 Open gameplay in services
    36:00 Gaining mastery through satisfying loops
    43:00 Play is good for business
    47:00 Your first step into game design
    49:00 The big lessons
    52:00 Final thoughts
    53:45 Get in touch with Andy

    --- [ LINKS ] ---

    - http://andreamoralescoto.com
    - https://twitter.com/mentapurpura
    - https://www.linkedin.com/in/andreasmorales/
    - https://www.latinxswhodesign.com/people/andrea-andy-morales-coto
    - https://www.latinasintech.org/spotlight-andy-morales-coto-from-mongodb/
    - https://www.projecthorseshoe.com/

    --- [ 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

    • 55 min
    How design can lead the conversation / Jim Kalbach / Episode #121

    How design can lead the conversation / Jim Kalbach / Episode #121

    "I didn't sign up to be making wallpaper." That's a quote I can strongly relate to from this conversation with Jim Kalbach.

    As service designers we want to make a tangible impact on the world around us.

    For that you need to make sure that your work gets "shipped". If you fail to do that you're often just making wallpaper as Jim said.

    And the stakes are high because if you fail to ship you run the risk that your contributions will be seen as insignificant or irrelevant.

    So an important part of doing good service design is following up and making sure your work is actionable for other people. Now how can you do that?

    What Jim had found is that we are in a very good spot to facilitating meaningful conversations. Often these conversations are the way do drive initiatives forward.

    After watching this episode you'll walk away with a better understanding of how you can make great design happen.

    I really enjoyed the chat with Jim. It's filled with practical tips and with entertaining one-liners as you'll hear :)

    --- [ GUIDE ] -—

    00:00 Welcome to episode 121
    04:30 Who is Jim
    06:00 60 second rapid fire
    07:30 Getting design delivered
    11:15 Design in a bigger context
    14:15 How did we get here
    18:45 AHA moments!
    24:00 What makes workshops work
    29:45 Do pilots
    33:15 What are we missing
    37:45 Understanding organisational design
    40:30 Stop doing this
    45:30 The figure 8 is everywhere
    47:30 What does success look like
    50:30 Naivety about go to market
    56:15 Final thoughts

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/kalbach/
    * https://www.jtbdtoolkit.com/
    * https://experiencinginformation.com/about/
    * https://rosenfeldmedia.com/books/jobs-to-be-done-book/
    * The Statue in the Stone (book) - https://amzn.to/3bX4Zwi
    * Rise of the Deo (book) - https://amzn.to/382QVQL
    * Presumptive Design (book) - https://amzn.to/3sMWFGx

    --- [ SELLING SERVICE DESIGN ] ---
    Learn how to win the hearts and minds of clients, managers & CEOs, without wearing a suit.

    https://servicedesignshow.com/selling

    • 1 hr
    The secret power of empathy at work / Emma Jefferies / Episode #120

    The secret power of empathy at work / Emma Jefferies / Episode #120

    Have you heard about Workplace Empathy? It’s a powerful movement championed by dr. Emma Jefferies.

    The idea is that too often we leave ourselves at the (remote) door when we put our professional hats on.

    This is a recipe for a lot of nasty things like work related stress and burnouts.

    The antidote to this might be closer than you think.

    What would happen when you employ the same levels of empathy towards the people you work with as you do towards the end-users in your projects?

    According to Emma this increases productivity, engagement and overall well-being.

    But there’s a challenge…

    Showing empathy means that you need to slow down and listen. Truly listen to the people around you.

    When you work in an environment where everything is driven by deadlines slowing down requires a lot of courage.

    In this conversation Emma shares some inspiring stories of how Workplace Empathy has transformed teams and what potential it holds for you.

    After this episode you’ll know how to take the first steps to get this movement started within your organisations. Even there currently seems little time or acceptance for it!

    --- [ GUIDE ] ---

    00:00 Welcome to episode 120
    03:00 Who is Emma
    04:00 60 second rapid fire
    05:35 It started in Brazil
    08:50 Impacting well-being
    10:45 Humanizing organisations
    14:00 Getting rid of Us and Them
    20:45 Finding the space to listen
    27:30 The limits of empathy
    34:00 The influence of environment
    36:00 Which skills matter
    41:30 What's next
    44:00 Episode summary
    44:45 Get in touch with Emma
    45:30 Final thoughts

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/emmajefferies/
    * http://dremmajefferies.com/
    * Design Transitions (book) - https://amzn.to/2N33Rz7

    * Black Fatigue (book) - https://amzn.to/2NL1iSj
    * IBM 3.0 - https://www.ibm.com/blogs/services/2020/09/16/make-human-experience-your-organizational-compass/

    * Nonviolent Communication Language (book) - https://amzn.to/3dVgA1B
    * Compassion based living - https://www.mindfulnessassociation.net/weekly-challenge/compassion-based-living-course/
    * https://gestaltcentre.org.uk/course/group-facilitation-programme/
    * Servant leadership course - https://www.greenleaf.org/academy/

    --- [ 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
    8 tips on how to be more successful as an in-house service designer

    8 tips on how to be more successful as an in-house service designer

    Does your life get easier when you're embedded within an organisation as a service designer?

    Or do you run into the same challenges as the rest of us?

    In this special episode of the Show you'll get a unique "behind the scenes" look from 8 in-house service designers who participated in the recent Campfire.

    Next to this you'll also get some very practical tips on how you can be more successful when working in-house.

    I think that you'll find these tips helpful even if you're currently not embedded inside an organisation.

    The doors for the next Campfire have just opened. You can find detail on how to apply on the page below.

    👉 https://www.servicedesignshow.com/campfire/

    There's space for only 8 participants so if you’re interested don’t wait too long with submitting your application.

    • 51 min

Customer Reviews

3.8 out of 5
5 Ratings

5 Ratings

Joeri777 ,

So many awesome ideas.

The Service Design Show is packed with stories, insights and ideas for service designers around the world. So glad to see more people and organizations embracing it and Marc has been an instrumental part in getting them there.

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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