You look around the room and realize you’re the only one who cares about the customer. 😫 It’s exhausting to be the lone voice begging for user research while everyone else just wants to ship the next feature.

In this episode, Elle Beaumont-Bilsby and Nick Gaff join the show to discuss the heavy lifting required to be an in-house service design practitioner. We move beyond "thick skin" and look at how to build a sustainable career in environments that don't fully understand design.

You’ll learn:

• Why surviving as a lone wolf is impossible and how to locate "quiet allies" hidden in other departments.
• A practical framework for building resilience at an organizational, service, and personal level.
• How Elle and Nick practice high-impact design without having "Service Designer" on their business cards.
• Practical tips for staying sane and avoiding burnout when you are the only advocate for the user.
• How to find a support crew outside your organization to help you carry the weight.

I'm curious, if you had to make a guess, how many people do you have around you inside your org that get it? 1, 5, 20... let me know.

Enjoy the episode and keep making a positive impact.

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to the March Round Up

01:45 Defining Resilience

03:30 Service Design in Australia

04:45 Elle’s Design Journey

07:00 Nick’s Career Path

09:00 Effects of Digitization

11:00 Higher Ed Challenges

12:30 Impact Over Tools

14:00 The Resilient Self Season

14:45 3 Altitudes Framework

16:00 Organizational Resilience

17:00 Resilient Service Design

18:00 Personal Development

19:15 Recharging and Self-Care

20:00 Resilience as a Quality

21:00 Individual Resilience Focus

24:15 Peer Support Systems

28:00 Navigating Corporate Culture

31:30 Vulnerability in Leadership

35:45 Building Internal Allies

39:00 Friday Afternoon Reflections

42:15 Success Beyond Metrics

45:30 Managing High-Stress Projects

49:00 Sustainable Innovation

52:15 Resilience as Design Criteria

56:45 Switching Off and Recharging

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/ellebeaumontbilsby/
• https://www.linkedin.com/in/ngaff/

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

--- [ 4. FIND THE SHOW ON ] ---

• Youtube ~ https://go.servicedesignshow.com/inside-service-design-12-youtube
• Spotify ~ https://go.servicedesignshow.com/inside-service-design-12-spotify
• Apple ~ https://go.servicedesignshow.com/inside-service-design-12-apple
• Snipd ~ https://go.servicedesignshow.com/inside-service-design-12-snipd