145 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
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A show where we go beyond the basic service design tools & methods to learn what it truly takes to make great services a reality.

    Progress over perfection / Jacquelyn Brioux / Circle #01

    Progress over perfection / Jacquelyn Brioux / Circle #01

    Okay, we all know that delivering tangible value in service design can be hard. You often have to deal with a lot of constraints that you have no control over and the distance to the end-users can be immense.

    So how do you, despite these obstacles, still make progress? And at the end of the day feel that you're actually contributing something valuable.

    This was exactly the question that was discussed during our recent Circle session. In this (podcast exclusive) episode you'll hear Jacquelyn Brioux share some of the "best practices" that were shared by the participants.

    I really enjoyed the chat with Jacquelyn because we tapped into her personal experience as a service designer. Hope you'll enjoy the stories as well!

    [EPISODE GUIDE]

    00:00 Welcome to the Show
    02:30 Who is Jacquelyn
    04:00 How did we get here
    05:45 Delivering value
    10:15 The woodworking connection
    21:30 Operationaling insights
    30:30 Flair versus focus
    37:15 Coaching
    45:30 Your role in a team
    51:00 Closing thoughts

    [LINKS]
    * https://www.servicedesignshow.com/circle/
    * https://www.linkedin.com/in/jacquelynbrioux/
    * https://www.jacquelynbrioux.com/

    [SURVIVAL GUIDE]
    Get your copy of the Survival Guide for In-house Service Designers.

    https://www.servicedesignshow.com/guide/

    • 54 min
    How to manage the organisational dark matter / Marzia Arico / Episode #129

    How to manage the organisational dark matter / Marzia Arico / Episode #129

    I'm sure you've experienced it... You put your heart and soul into your work, you try to create value through design, you have an optimistic mindset.

    But whatever you do, you always feel like there's a mysterious organisational force pushing against you.

    It's the "organisational dark matter" that makes your life as a service designer so much harder.

    But there's hope.

    As the design director at Livework tasked with bringing service design to many different organisations, Marzia Arico has experienced her fair share of this dark matter.

    Her conclusion is that if you want to create impact, you can't just focus on the design work. That's just 10% of your job.

    You have to learn how to effectively deal with the other 90% as well. And that's what this episode is all about.

    What I love about the conversation with Marzia is that all her stories are rooted in practical real-life experiences.

    Stories filled with insights that have the potential to make your life easier and your work more fun.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 129
    02:45 Who is Marzia
    03:30 60 second rapid fire questions
    06:30 dark matter and organisational logic
    11:00 finding the right narrative
    15:00 lack of one view
    19:45 what client does it take
    24:45 you move at multiple speeds
    27:00 what does progress look like
    30:00 making change sustainable
    33:30 the operating model for design
    38:30 scaling design capability
    45:00 advice for smaller teams
    50:00 Final thoughts

    --- [ LINKS ] ---

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

    * Reinventing Organizations (book) - https://amzn.to/3AWklNp
    * Dark matter and trojan horses (book) - https://amzn.to/3i8ohlL

    * 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

    • 55 min
    The big challenges of in-house service design

    The big challenges of in-house service design

    Are you an in-house service design professional?

    Have you ever wondered...

    * How can I show evidence of progress in my work?
    * How do I set the right expectation about what I do?
    * Where can I have the most impact?

    Well, you're definitely not alone.

    In this video 5 in-house service designer who participated in the Campfire, openly share their thoughts on these questions (and more) with you.

    Even if you're currently not on "the inside" I'm confident that you'll get some new insights out of these stories!

    [ Join the Campfire ]

    👉 https://servicedesignshow.com/campfire/

    • 32 min
    Shaping service design as a strategic business tool? / Christian Appelt / Episode #128

    Shaping service design as a strategic business tool? / Christian Appelt / Episode #128

    Polestar is the manufacturer of one of the most iconic electric cars at this moment.

    So you can imagine that I was really excited when the opportunity came along to have a conversation with Christian Appelt, their head of service design.

    Making service design work within a company that is organized around a strong product is a challenging task for sure.

    But when I heard that their ambition is become a role model for how service design is embedded within organisations I knew this was going to be a good episode!

    In our conversation Christian shares a lot of practical examples of what they are doing to let service design be a strategic business tool that helps to make smarter decisions.

    We discuss the role of leadership, the importance of metrics and the impact of using the right tools.

    After watching this episode you'll see that it's often the simple and small things that make a big difference.

    So if you're trying to embed and scale service design within your company this is definitely an episode worth checking out.

    --- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] -—

    https://www.servicedesignshow.com/selling/

    --- [ GUIDE ] -—

    00:00 Welcome to episode 128
    03:30 Who is Christian Appelt
    05:00 60 second rapid fire
    09:00 How did service design start at Polestar
    11:00 The place of service design
    14:30 Typical service design challenges
    19:00 Demonstrating the business value
    23:30 Guiding stakeholders through uncertainty
    26:00 The CX dashboard
    29:30 Building a common language
    33:00 The power of internal communication
    39:30 Evolution of the approach
    42:45 What does the future hold
    44:00 Biggest learnings
    47:00 Product or service industry
    48:00 Final thoughts

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/christianappelt/
    * https://orgdesignfordesignorgs.com/
    * https://www.fastcompany.com/90636315/this-designer-led-ev-company-could-finally-challenge-tesla

    --- [ 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

    • 52 min
    User research - what to do when your company doesn't get it / Steve Portigal / Episode #127

    User research - what to do when your company doesn't get it / Steve Portigal / Episode #127

    Everything in service design starts with user research.

    But as you've probably experienced often it's challenging to get the time and resources to do proper research.

    And when research is already being done by an organisation it's often not the type of research that we'd like to see.

    It can be frustrating to see that user research isn't making the difference you know it can.

    So what does it take to push user research beyond it's current limitations?

    Author and industry icon, Steve Portigal has been thinking about this topic for some time now.

    I invited Steve (back) on the Show to share his thinking and together explore what it takes to take user research to the next level.

    And also ask the question: What is that next level in the first place?

    Without proper user research you can't do good service design. So it's our job to make it more relevant and impactful.

    This episode will show you how.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 127
    04:10 Who is Steve
    05:00 Rapid fire question round
    10:15 The need for user research maturity
    14:45 Where is this coming from
    19:00 What does progress look like
    26:30 Opening the conversation
    29:00 Who owns this
    33:15 You need leadership
    40:45 Being in demand
    43:15 Setting up for success
    45:00 Axis of maturity
    48:15 Identifying opportunities
    51:30 Where are we heading
    57:30 Final thoughts

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/steveportigal/
    * https://portigal.com/podcast/
    * https://rosenfeldmedia.com/books/interviewing-users/
    * https://rosenfeldmedia.com/books/user-research-war-stories/
    * https://uxdesign.cc/the-organizations-design-research-maturity-model-b631471c007c

    --- [ 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

    • 59 min
    What learning design teaches us about growth / Andre Plaut / Episode #126

    What learning design teaches us about growth / Andre Plaut / Episode #126

    Take a guess... How much time do you invest to learn something during your week? It's a lot.

    We learn all the time in order to grow as a professional, a team and an organisation.

    Heck by reading this email you're learning something (hopefully).

    Most learning happens organically and on the fly. Which is totally fine.

    But when you deliberately want to bridge a gap in knowledge, skill or experience it's smart to design that journey.

    That's where learning design comes in.

    According to Andre Plaut learning should be hard but not confusing, frustrating or painful.

    As you'll discover in this weeks episode there's a lot more to learning design than just coming up with training material.

    It's a (strategic) design discipline that very closely related to service design.

    After the conversation with Andre I got really excited about the potenial of learning design. Hope you will too.

    --- [ GUIDE ] -—

    00:00 Welcome to episode 126
    03:50 Who is Andre
    05:00 60 second rapid fire
    07:45 What is learning design
    11:00 The goal of learning design
    19:00 Redesigning the way we work
    22:30 Learning design in practice
    28:30 When to design learning
    33:00 Setting teams up for success
    40:00 The evolution of learning design
    44:00 A better business conversation
    46:30 The future of learning design
    49:30 Recommended resources
    51:00 Final thoughts

    --- [ LINKS ] ---

    * https://www.linkedin.com/in/andreplaut/
    * https://ahumanmachine.com/
    * Workshop by Andre: Learning is Experience Design - https://www.youtube.com/watch?v=UMprxiz5rGM
    * Square wheels cartoon - https://performancemanagementcompanyblog.com/tag/cartoon-too-busy/

    Books:
    * John Marshall: Definer of a Nation - https://amzn.to/3w1y9mD
    * Design for How People Learn - https://amzn.to/3y2Y2nJ
    * Making Conversation - https://amzn.to/3hh1K7f

    --- [ 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

    • 52 min

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