Go beyond the basics of service design and learn what it truly takes to deliver services that make a positive impact on people, business and planet.... more
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Service Design Show
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The podcast currently has 255 episodes available.
Service Design Show episodes:
September 26, 2024Are We Designing a Landfill or Leaving a Legacy? / Jennifer Rittner / Ep. #211 Let's start with an "easy" question today... Is design a force for good, or just another cog in the capitalist machine?
I know many design professionals are grappling with this question. We see design's potential to have a positive impact but often find ourselves frustrated by its misuse as a tool for profit at any cost.
The overflowing landfills, the disposable products... These are reminders of design's unintended consequences. And while we yearn to challenge the status quo, to advocate for sustainable and ethical solutions, we often face resistance from those prioritizing short-term gains. Yeah, it's a delicate balance.
So how can we raise our voices as activists without jeopardizing our livelihoods? How do we ensure that our work benefits not only our (internal) clients but also society and the planet?
Our guest, Jennifer Rittner, has dedicated her career to exploring these questions. In the conversation, we delve into the complex relationship between design, ethics, and culture.
- Do we need a moral compass for the design industry?
- How much responsibility do we, as designers, bear for the impact of our work?
- What kind of culture do we want to shape through our designs?
If anything, this episode invites you to step back from your daily tasks and reflect on the bigger picture.
It's an opportunity to clarify your purpose as a professional and think about how you can align your work to that. So if that sparks your interest, join us for an inspiring chat.
Let's be honest, in a world obsessed with instant gratification, it's crucial to pause every now and than to consider the long-term consequences of our actions. We owe it to generations to come.
Enjoy and keep making a positive impact.
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 211
03:30 Recalibrating Social Dynamics
05:00 Design and Social Dynamics
10:00 Is there an alternative?
17:30 How her approach changed
19:00 Marc's background
24:00 Solution before building
25:00 Designer reflection
26:30 Accountability in design
32:00 The landfill problem example
38:00 What's holding us back?
43:00 How to be better humans
47:15 How we label success
51:30 Her thoughts on designers
58:00 Balancing what to make
1:00:00 "The Lab culture"
1:03:30 Power to change
1:06:30 Resources
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/jennifer-rittner
- Design needs to grow up and take responsibility / George Aye / Episode #194 - https://youtu.be/tzGf6T_mMpE
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
...more September 12, 2024How DesignOps helps you Focus on What Matters / Meredith Black / Ep. #210 Ever feel like the weight of the world on your shoulders as a service design professional...
That you're constantly juggling your "actual" work with the complexities of organizational processes and structures?Well, I've said it before and I'll say it again: Our DesignOps friends are here to lighten that load.They enable us to focus on what we do best - design – by handling the operational intricacies that so often slow us down, and drain our energy.I've heard many firsthand stories of how transformative a DesignOps partner can be. But to fully unlock the potential of this partnership, we need to understand what's happening in the ever-evolving DesignOps world.That's why I'm very excited to have Meredith Black join us on the Show.Having contributed to building DesignOps teams at major companies like The New York Times, Pinterest, and Figma, and as co-founder of the largest online DesignOps community, Meredith is one of the most influential and well-informed people on the planet when it comes to DesignOps.In this episode, we dove into questions like:* What does it take to grow a successful DesignOps practice inside your org?* How does the shift towards remote work impact DesignOps strategies?* Why effective DesignOps might initially not look like what you'd expect?* And what's Meredith's secret for quickly gaining momentum and buy-in?Whether your organization already has an established DesignOps practice or you're just beginning to explore this field, I'm confident that the lessons Meredith shares in this conversation will make you a better service design professional.With the risk of over-exaggerating, tapping into Meredith's years of hard won wisdom feels a bit like cheating.So if you want to know how DesignOps can help you deliver your best work, don't miss out on this conversation.As you'll hear, DesignOps has faced quite some challenges in recent years. But at the same time it's clear that the train has left the station and will continue to move forward.DesignOps is here to stay and the future is brighter future than ever.--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 210
04:00 Her credibility for this topic
07:00 Mental shift in Design Ops
13:00 Hard conversations
16:30 Recalibrating expectations
19:00 Living up to promises
24:00 advertising model) vs subscriber model
27:30 Building those relationships
29:30 Make or Break in Design Ops
33:15 Slow consistent progress vs immediate results
37:00 Clients confusion about our role
41:15 Judging your success
45:00 Community building expectations
48:00 Our hope for the community
50:00 How we can help realize that wish
51:30 Resources
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/msmeredithblack/
- https://x.com/msmeredithblack
- DesignOps Assembly - https://www.designopsassembly.com/
- Kate Towsey's Books - https://katetowsey.com/book
- DesignOps Summit 2024- https://rosenfeldmedia.com/designops-summit/2024/register/
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
...more August 29, 2024RAG makes Service Design easier, faster, and more fun / Kirk Marple / Ep. #209 Sure, AI is pretty cool, but have you heard of something called Retrieval-Augmented-Generation (RAG)... We don't often spotlight specific tech on the Show, but RAG?
I firmly believe that RAG has the potential to shake up service design in a big way.
Imagine having a super-powered teammate on every project. This teammate has the ability to recall every meeting, every workshop, and every sticky note, not just yours but your entire team's, even from years ago. Not just yours but your whole team's.
Ask them a question, and a few seconds later, they've got the answer. It's like being able to have a conversation with your entire project history. Just think about the impact of this for a moment.
Now, we all know about those fancy Large Language Models (LLMs) like ChatGPT. Amazing, right? But they're not trained on your data. Ask them about your project, and you'll get... well, something made up. But what if you could combine the conversational magic of LLMs with the deep knowledge of your own data?
In a nutshell, this is RAG's promise. It lets those powerful LLMs tap into your world, giving you answers that are not only smart, but relevant.
I've been tinkering with RAG to unlock the wisdom hidden in our Circle community discussions. But I'm far from an expert, so I brought in someone who is: Kirk Marple, founder of GraphLit, a startup using RAG to make your knowledge AI-friendly.
In our conversation we dove deep. How do we even start with RAG? Do you need to be a coder? How do we make sure the answers you get are any good? What about privacy when AI sees your data? And that's just the start to be honest.
What struck me was Kirk's idea that using AI is more art than science. It's about 'prompt sculpting', not (just) engineering. There's a lot of gray area, and that's where we as a design community shine.
We should be all over this AI thing... What do you think?
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 209
05:00 What Kirk does in life
10:00 AI for content discovery
14:00 AI and service design
16:00 Data retrieval with AI
19:00 Tracking unstructured data
22:00 Podcast metadata example
24:30 Vector search explained
30:00 AI vs human experience
35:00 Privacy concerns with AI
37:30 Large language models and understanding
41:00 Importance of graphs in AI
44:30 AI: art or science?
48:00 AI's growth and data processing
51:30 AI agents
56:00 Kirk's AI roadmap
57:30 Tips for AI beginners
59:00 Common AI terms
1:01:00 AI resources
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/kirkmarple/
- https://www.graphlit.com/
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
...more August 15, 2024Can We Design for a Better Tomorrow? Steve Baty / Ep. #208 How can we leave the world in a better place than we inherited it... And what's design's role in all of this?
In this episode, we tackle these big questions with Steve Baty. Steve is an author, former political candidate, the current CEO of the Australian Design Council, and co-founder of the renowned Meld Studios.He joins us to confront the undeniable breakdown of our existing systems. Yes, as we've discussed in previous episodes, redesigning these systems is daunting, but Steve believes a turnaround is possible – and urgent.We explore how today's design decisions shape tomorrow's world, balancing profit with doing good for our planet. And I ask Steve the burning question: How can we know we're on the right track when our work's impact won't be felt for generations?But don't worry, I can assure you this isn't just about lofty ideals. We also discuss practical steps we all can take right now to make a difference. It's a good reminder that every monumental shift begins with the small steps.For me, this episode joins the playlist that makes us rethink what good (service) design looks like. So, I would love to hear from you: What does good design mean to you in the context of creating a better world?--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 208
04:00 Who is Steve
07:00 Better Planet for Our Kids
09:30 Design's Role
13:00 The Landfill Problem
14:30 Why Haven't We Solved It?
17:00 Old Ways, New Challenges
18:00 Potential Changes
21:45 Decision-Making for Longevity
24:30 Designer's Dilemma
27:30 Staying Positive
30:34 Measuring Success
33:00 Products vs. Services
37:00 Reconnecting People and Nature
41:00 Accelerating Change
44:00 Government Intervention
45:30 What to Do?
48:30 Good Design Defined
51:00 Designing Standards
53:00 Final Thoughts
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/stevebaty/
- Designing Tomorrow by Steve Baty & Martin Tomitsch (Book) - https://www.designingtomorrowbook.com/
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
...more August 01, 2024How to Design Service Endings That Don't Stink / Joe Macleod / Ep. #207 Ever felt trapped in a service you couldn't escape...
Trying to end a subscription only to face a frustrating maze of hurdles?Let's face it, service endings are often the worst experience ever.The good news is that it doesn't have to be this way.In fact, well-designed endings can be a secret weapon for your business.Think about it – when customers inevitably move on, what's the final impression they take with them?Sadly, most companies neglect or wilfully ignore this crucial stage of the customer lifecycle.They hide the cancel button, throw obstacles in your path, and make leaving feel like a punishment.It's a missed opportunity because, historically, businesses have focused all their energy on acquiring new customers rather than on gracefully saying goodbye.But what if we flipped the script?What if endings felt like graduations, where we celebrate customers moving on to new adventures?Could those who leave become our biggest fans?This isn't just a pipe dream. Joe Macleod, who's literally written the book on this topic (twice!), joins us on the Show to share how to design endings that leave a positive, lasting impact.We'll unpack the secrets of great endings, how they differ from beginnings, and the undeniable business case for getting this right.Trust me, this episode is an eye-opener.Once you hear it, you'll see opportunities everywhere to turn departing customers into brand ambassadors.So, if you don't want all your hard work building good customer relationships to go to waste when they leave, tune in and learn how to make every goodbye a fond farewell (and maybe even a new beginning!).--- [ 1. GUIDE ] ---
00:00 Welcome to episode 207
05:30 About Joe and Endings
07:00 Ending Journey
08:30 Joe's Passion for Endings
15:00 Businesses & Endings
18:00 Businesses & Status Quo?
20:00 Reassurance Endings
24:30 Divorce example
27:00 Measuring quality of an ending
35:00 Endings & Memberships
38:00 Alumni or Death Phase?
43:00 Healthcare Offboarding Example
47:00 Ex-Customers = Value
51:00 Importance of Alumnis
53:00 Pondering about Endings
55:00 3rd Book Preview
57:00 Giveaway announcement
58:00 Resources
59:00 Key Takeaways
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/josephmacleod/
- Endineering by Joe Macleod (Book) - https://www.andend.co/endineeringbook
- Ends by Joe Macleod (book) - https://www.andend.co/book
- www.andend.co
--- [ 3. CONTEST ] ---
To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode.
https://go.servicedesignshow.com/207-youtube
--- [ 4. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
...more July 18, 2024The Roadmap to Demonstrating Design's Impact / Ryan Rumsey / Ep. #206 Let's crack the code of proving design's impact on the bottom line...
For this, we first have to go back to 2012. That year, a groundbreaking discovery was made at CERN. The existence of the Higgs Boson, a particle that had eluded scientists for over 40 years, was finally proven.You know what? I feel that this elusive quest is very similar to our own pursuit in the world of service design: proving the undeniable business value of design. We see its impact all around us, but providing it with hard evidence remains a struggle.Our guest this week, Ryan Rumsey, may hold the key that gets us closer to unlocking this mystery. One reason the Higgs Boson took so long to find was that the researchers were unsure where to look.As former Apple executive, author of "Business Thinking for Designers," and founder of the Chief Design Officer School, Ryan proposes that we, just as the researchers at CERN, may have been looking in the wrong place all along.Many companies, he argues, don't actually need (good) design to turn a profit, which makes it difficult to isolate its added value.But fear not, there are tested and tried methods to uncover the correlation between our work and its impact on the bottom line.As you'll hear in this episode, it might not be as complex as we sometimes are made to believe; it could simply be a matter of putting in the work.The discovery of the Higgs Boson faced similar challenges, requiring unwavering determination and persistence.This is an episode about business speak, statistics and our self-worth. And somehow, it's still quite entertaining if you ask me.So if you're even remotely interested being able to clearly articulate the value you bring to your organization, you don't miss out on this one!I echo Ryan's argument that every design professional, even those in-house, should embrace an entrepreneurial spirit. Understanding marketing, positioning, and even sales can be immensely beneficial.Ryan is truly one of a kind, and I'm always grateful to be able to learn fromhim.I hope you enjoy our conversation as much as I did.~ Marc--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 206
07:00 OKRs & KPIs
13:00 Rethinking Measurement
16:00 Strategy Mapping
22:00 Statistician Thinking
29:30 Measuring Impact
32:00 Google's Money Machine
33:30 The Implication
37:00 Beyond Best Service
37:30 Apple vs Dell: Design?
42:00 Management & Narrative
48:30 Design vs. Innovation
49:30 Minto Pyramid
52:30 EasyJet Example
57:30 Defining Good Work
1:02:45 Community Matters
1:08:00 Key Takeaways
1:09:30 How You Can Help Ryan
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/ryanrumsey/
- https://www.letsjumpship.com/
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
...more July 04, 2024Why BAD services are good for you / Lou Downe / Ep. #205 Good Services... A book that has quickly become a classic in our field.
If you haven't read it yet, it's a must. It outlines the 10 principles of good services, which is pretty fundamental stuff.But even before writing it, Lou Downe was already an icon, creating impact as the Director of Design at the Government Digital Service in the UK.So when I heard through the grapevine that there was a sequel in the making, I just had to invite Lou back to the show.Interestingly enough, our conversation started with a question: Why, even after all these years, are we still trying to justify the value we bring to the table?There's nothing wrong with articulating our value, of course. But how can we make it a two-way street, rather than all the burden falling on us, the design community?These days, Lou runs the School of Good Design, where they help professionals tackle this very challenge. So in this episode, we get to tap into a wealth of practical advice based on their experience.But we didn't stop there. We also dive into:* What has changed since "Good Services" was published in 2020?* What drove Lou to write a follow-up, and how will it differ from the first one?* What does the future hold for service design?Lou dropped a surprise during our conversation.As the new book is still in the works, there's a unique opportunity for you to contribute!You'll hear all the details in the episode.--- [ 1. GUIDE ] ---
00:00 Welcome (keep the same)
04:00 Beyond Design Justification
05:20 Good Services Journey
08:00 The Gap: Bad Services
13:30 Finding Value's Middle Ground
16:00 External Validation
19:00 Misunderstanding Service Design
25:00 Lightbulb Moment
28:30 Great Service Example
31:30 Design vs. Service Pros
35:00 Understanding the Service
37:00 Service "Designers" debate
44:00 Understanding your role
48:00 Grow Service Design Skills
51:00 The New Service Book
53:00 New Book vs. Good Services
55:00 How We Can Help
56:30 Wrapping Up
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/lou-downe-757a83b/
- https://good.services/
- https://good.services/home
- https://good.services/deadendspodcast
- https://good.services/contact
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
...more June 20, 2024Exploring The Materials of Service Design / Simon Clathworthy / Ep. #204 What are the materials of service design... A seemingly simple question, but one that I believe has the potential to reshape our understanding of service design.
Historically, design has always been about shaping and manipulating materials to give form to things around us.
It's only in recent years, with the popularization of design thinking, that design has drifted away from its roots and heritage of a craft.
The focus shifted on -sometimes mindlessly- following a flawed double diamond process.
Even though people over the recent years have tried to raise the question of what the materials of service design are, the conversation never really caught on.
Something tells me that's about to change with the release of the book "The Materials of Service Design." (links below)
This book, in my opinion, marks a turning point in the history of our field. Yes, I absolutely feel it's that important, and no, I'm not getting any commissions on the book sales.
It offers a fresh, materials-based perspective that adds a much needed nuance and richness to how we think about service design.
Imagine being able to have constructive conversations about designing with time, relationships, culture, and all the other materials that make up services.
Imagine understanding the properties of these materials deeply enough to co-create a shared library of service design patterns.
The implications are huge.
This approach once again makes it clear that services can't be designed by a single person; they require the involvement of experts from many areas.
It also challenges us to reimagine how we teach service design.
All in all, it really does open up a world of new questions and possibilities.
As you hopefully can read, I'm excited about the direction and trajectory that could take us.
So, join Simon Clatworthy, co-author of the book, and myself as we dive into this exciting new perspective of a materials-based approach to service design.
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 204
04:30 Beyond the Toolkit
08:00 The 4 Unexpected Materials
11:00 Lost Essential?
16:30 Service Design vs. Design Thinking
20:00 Skills for Designing Services
24:00 Unveiling the Book's Materials
30:00 Data as Material: Conversations
34:00 Shaping Conversations
42:00 Time: A Material to Master
44:30 Measuring Time in Design
46:30 Specialization in Service Design
49:00 The Rise of Service Design Specialists
51:00 Co-Design: Your Service Design Team
54:30 The Responsibility of Design
58:00 Implications for Service Designers
1:01:00 Beyond Designers: Service Experts
1:06:00 The "Taste Buds" of a Service
1:07:00 A Library of Service Materials
1:09:00 Aesthetics of Service Design
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/simon-clatworthy
- The Materials of Service Design (Book) - https://go.servicedesignshow.com/yl2ym
- 50% discount on the print copy with code: BLOM50 (valid until 31st July 2024)
- How to Read A Film by James Monaco (Book) - https://a.co/d/8Rv0ZE5
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
...more June 06, 2024The Secrets to Effective Design Leadership / Marzia Arico / Ep. #203 What does it take to become a great design leader...
Regardless of whether or not it's in your official job title, you're already leading to some degree.
You are leading because your work is to deliver change.
Change because we want to break free from outdated mental models that can't solve today's challenges.
But what kind of leadership is needed to transform our organizations from the dehumanizing machines they are today into adaptable living beings?
Returning guest Marzia Arico has some valuable perspectives on this.
With a PhD in Organizational Studies and experience leading complex projects at LiveWork, she has many juicy insights to share with us.
In this episode, we explore the emergence of a new, more empathetic leadership style that's quite different from the traditional notion of leadership.
We discuss how to present ourselves confidently in our work, even when imposter syndrome is lurking around the corner.
And we also delve into whether we should be explicit about the change we seek make or take a more trojan horse approach to influencing things.
This is a must-listen episode for anyone who wants to step up, take charge, and offer an alternative to the current leaders who aren't doing what's required today.
This conversation is a powerful reminder that we are all setting an example. Each and every day. So let's be intentional about what we want to put into the world.
Take care and keep making a positive impact.
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 203
03:30 Welcome back Marzia
04:30 Machines to Living Beings
11:30 What made her want to make the change
17:00 How to quickly build your confidence
21:30 From Machines to Living Orgs
30:30 Onboard with How, Not What
33:30 Conversation with the oblivious
40:00 Empathizing with the machine
42:00 The example of technology
46:00 Fast-tracking to leadership
47:00 Being strategic when you talk
50:30 Discussions to ponder
51:30 Food for thought
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/marziaarico
- https://design.mavericks.substack.com
- https://strategicdesignbook.com/
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals. https://servicedesignshow.com/circle
...more May 23, 2024Can Design Help Us Break Free From Broken Systems? / Fang-Jui Chang / Episode #202 Why is it that we rarely question the systems that govern our day-to-day lives?
Imagine building a rocket ship while still believing the sun revolves around the earth. Even though this sounds ridiculous today, it's not that long ago that this was the accepted notion. When Galileo first made the claim that it was actually the other way around, he even got jail time.Yeah, people don't really like it when their fundamental beliefs are put up for scrutiny. Our history is full of "truths" we later debunked.Okay, so what does this have to do with service design What if you're currently designing services that are based on flawed beliefs? There's certainly reason to think so.So, in this week's episode, we explore what these beliefs could be. For that, I have invited Fang-Jui Chang from the Dark Matter Labs to join us at the Show.In the conversation we dive into the hidden systems we take for granted, like ownership, currency, and even government.Fair warning: This episode will challenge your assumptions. It might even feel a bit like mental jiu-jitsu at first (it surely did for me). But once things click, a whole new world of possibilities opens up. And judging by the news, I would argue that we need a radical new perspective on how our world operates in many areas.So join me for a conversation that will challenge the way you see the world, question some fundamental "truths" and give you some fresh insights along the way.This is one of those episodes where I had to let the ideas marinade a bit. It's all too easy to dismiss them because they seem incompatible with how our existing worldview. But defer judgment, and you might be surprised what happens.Take care and keep making a positive impact.~ Marc--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 202
04:00 Who is Fang-Jui
07:00 How she got into SD
10:00 Lightning Round
12:30 All beings thriving
18:30 Outdated systems fail
23:00 Asking a river permission
30:00 What we took for granted
38:30 How to prevent overwhelm
46:00 Moving forward without panic
48:00 The skill that will help
51:30 what we can to help
1:01:00 where to reach them
1:01:30 One thing you can remember
--- [ 2. LINKS ] ---
- https://radiclecivics.cc
- https://darkmatterlabs.org
- https://twitter.com/darkmatter_labs
- https://www.linkedin.com/company/darkmatterlabs
- Please get in touch with the Radicle Civics team via [email protected] if you are interested in building proof of possibilities in your cities or communities and funding the work.
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
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...more
FAQs about Service Design Show:
How many episodes does Service Design Show have?
The podcast currently has 255 episodes available.
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