Are we actively designing our own future, or just everyone else's? 🔮 Discover how integrating "futures thinking" into your practice can help you spot industry shifts early and make better, more deliberate decisions today.

It’s easy to get stuck in the day-to-day grind of deadlines and deliverables. But if we don't think about the long-term role of design, we risk building a world we don't actually want to live in.

In this episode, Marc sits down with Professor Lucy Kimbell—author of the upcoming book "Futures for Design"—to tackle a fascinating issue: the "futures blind spot." We explore why designers work tirelessly to shape the future of healthcare or education, yet rarely apply that same forward-thinking lens to our own profession.

🎧 In This Episode

• The Futures Blind Spot: Why designers often fail to apply futures inquiry to their own professional practice.
• Strategic Uncertainties: Why studying what you don't know is far more valuable than trying to predict a perfect, clear picture of the future.
• Growing Your Futures Literacy: Practical, everyday ways to integrate futures thinking into your team's workflow without adding to the overwhelm.
• Spotting Weak Signals: How to identify early, quiet trends in the design industry before they evolve into dominant, disruptive forces.

If you're ready to turn off autopilot and co-create the future of design with intention, hit subscribe so you never miss an episode!

We also want to hear from you: If you had to pick one word to describe how you feel about the future of design, what would it be? Drop it in the comments or send us a message!

As always, enjoy the conversation and keep making a positive impact!~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 257

00:00 Episode Introduction

01:30 Breaking Design Autopilot

02:30 Design is Political

03:45 Designing on Autopilot

06:15 Consequences of Financialization

08:30 Surveillance Capitalism

12:00 Next-Gen Design Pressures

14:30 Futures for Design Book

17:00 Oxford Scenarios Methodology

21:00 Transactional vs Contextual

30:30 Institutional Fragmentation

32:45 Weak Signals in Design

35:00 Uncertainties to Scenarios

39:00 Scenario Planning vs Sci-Fi

45:00 Lucy Kimball's Journey

48:30 Limits of Speculative Design

52:15 Value of Writing

54:15 Present-Day Strategy

56:45 Managing Macro Chaos

1:00:45 The 10-Year Question

01:02:30 Final Thoughts

--- [ 2. LINKS ] ---

• LinkedIn - https://www.linkedin.com/in/lucykimbell/
• UAL web profile and links to publications - https://researchers.arts.ac.uk/1178-lucy-kimbell

• Design in 2040 project with UAL graduates  - https://youtube.com/playlist?list=PLrcI04iMvZHJNQxiytGv1yU_iVtNchee_&si=nU5nQp9dYYAXsSmd
• Coming Soon: Futures for Design: Uncertainties, Scenarios, Implications by Lucy Kimbell (Book)

--- [ 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/257-youtube
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Tired of spending weeks on design strategy only to watch executives scrap two-thirds of your work? 📉 Discover how to drop your design ego, master the "politics" of implementation, and finally get your projects shipped. 🚀

In this episode of Inside Service Design, Marc sits down with JD and Gabriel to tackle one of the most frustrating realities for designers: the translation gap. If you've ever felt like clinging to your design artifacts is actually preventing you from making a lasting impact, this conversation will change how you approach your next stakeholder meeting.

In this episode, we will cover:

• Why your best work doesn't matter if the people in the room don't understand why it's important.
• Why giving stakeholders a "boring" spreadsheet is often the smartest move you can make to drive decisions.
• JD’s framework for compromising today while guiding your team toward your overarching north star tomorrow.
• How to successfully transition from focusing purely on your craft to mastering the political landscape of an organization.

Where do you draw the line between practicing "design jiu-jitsu" to get something shipped, and compromising the core values of your craft? Let us know in the comments or tag us on social media!

If you want to bridge the gap between strategy and execution, hit subscribe so you never miss an episode, and share this with a fellow designer who needs to hear it today.

Enjoy the episode and keep making a positive impact.

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Inside Service Design EP

04:00 UX & Systems Thinking

07:00 What is a Business Service Architect?

09:15 Managing Strategy & Transformation

11:15 Journey Frameworks

15:00 Using AI for User Archetypes

16:30 Mapping Internal Workflows

20:00 In-House Practitioner Insights

21:15 Design Values in an AI World

24:00 Navigating Corporate Silos

29:00 Empathizing with Stakeholders

31:00 Proactive Conflict Management

35:00 Design vs. Corporate Politics

41:00 Why Research Fails Without Business Context

43:00 Miro Boards vs. Excel Sheets

44:15 Driving Value Through Deliverables

46:45 Proving Your Team's Worth

47:15 Design Jiu-Jitsu & The MVP

52:00 When UX Becomes Just a Verb

53:45 Defending Small Sample Sizes

55:30 Video Gen in Service Design

57:00 Wrap Up & Community Tool Prototype

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/jondelina-buckley-0631a9
• https://www.linkedin.com/in/gabriel-leal-80604aa4/

--- [ 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-14-youtube
• Spotify ~ https://go.servicedesignshow.com/inside-service-design-14-spotify
• Apple ~ https://go.servicedesignshow.com/inside-service-design-14-apple
• Snipd ~ https://go.servicedesignshow.com/inside-service-design-14-snipd

Over-optimized systems are quietly killing the human soul of our services by obsessing over speed and efficiency. In this episode, discover how to break free from the "efficiency trap," embrace design as a genuine practice of hope, and use localized indigenous wisdom to design with authentic care and deep community respect.

🎙️ In this episode

The relentless pursuit of transactional and industrialized models has pushed design to prioritize cost-cutting over real human value. In this episode, we sit down with Nan O'Sullivan, former head of the School of Design Innovation at Victoria University, to unpack how to actively push back against this pervasive efficiency trap. We move past standard problem-solving frameworks to explore the transformative power of Mātauranga Māori, positionality, and why designers must learn to look in the mirror before looking out the window to serve others.

Here is what we cover:

• Why treating design like an industrialized assembly line always strips out authentic human care and community reciprocity.

• How shifting your baseline away from negative problem-solving and toward a practice of hope allows you to forecast a vision of true systemic joy.

• How to use your positionality as a design professional not to feed your own ego, but to actively enhance the mana (the dignity and respect) of the communities you serve.

• Why standing out as a distinct human is your ultimate superpower as automated cogs and AI take over routine transactional outputs.

• How focusing on localized, relational impacts protects incoming practitioners from paralyzing climate and societal anxiety.

What is the most important source that helps to ground your design decisions? When the path forward is unclear, where do you look for clues? Let me know, I really do read and reply to all responses.

As always, enjoy the conversation and keep making a positive impact!

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 256

04:00 Practice of Hope

06:15 Indigenous Knowledge

09:15 Personal Values

14:15 Humanity Over Automation

17:00 Co-Design Responsibility

19:30 Reflection and Reflexivity

23:00 Core Curriculum

27:00 Local Grounding

33:00 Inward Research

38:30 Workforce Evolution

40:45 Corporate Accountability

45:15 Professional Bravery

47:15 Commercial Pressures

53:00 Relational Frameworks

55:00 Actionable Hope

57:15 Wrap-up

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/nan-o-sullivan-45709759/

--- [ 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/256-youtube
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• Snipd ~ https://go.servicedesignshow.com/256-snipd

Want to secure executive buy-in? Stop waiting for a strategic brief from leadership, learn how to pitch solutions that solve your VP's biggest headache.

Tired of doing incredible journey mapping work only to realize you still aren't invited to the room where important business decisions are made? In this episode of the Journey Management Playbook, Martin and I break down a highly specific, 5-slide pitch designed to get you a seat at the executive table. Learn how to stop being viewed as just the "journey maps person" and start navigating boardroom politics like a pro.

in this episode

• Why asking your VP what could get them fired is the ultimate shortcut to tapping into executive urgency.
• A tactical, step-by-step breakdown of how to write your own strategic brief and present a high-value proposition.
• How to handle heavy pushback from stakeholders and turn a painful "no" into meaningful progress.
• How to reposition customer experience (CX) from a minor workshop activity into a core business solution.

We’ve put together an Objection Response Cheat Sheet with the most common pushbacks and ways you can navigate them. You can download it for free using the link in the show notes.

Enjoy and keep making a positive impact.

~ Marc

[1. LINKS 🔗 ]

• 👉 Playbook Slides - https://go.servicedesignshow.com/-0sy8
• 👉 Objection Response Cheat Sheet - https://go.servicedesignshow.com/journey-management-playbook-11-objection-response-cheat-sheet-podcast
• The Journey Management Playbook - https://www.theydo.com/resources/journey-management-playbook?utm_source=article&utm_medium=blog&utm_campaign=202605-Global-Marc

[ 2. GUIDE 📺 ]

00:00 Season 2 Recap

02:00 Shifting Focus to Business Impact

04:45 The CX Trust Gap Explained

06:30 Breaking Out of the Workshop Box

11:15 Creating a High-Value Proposition

29:45 Repackaging for Time Constraints

35:30 Surface vs. Root Cause Problems

40:15 Aligning Strategy with Backlogs

51:00 Re-evaluating Urgency

55:30 Handling Objections & Silence

57:00 Setting 90-Day Timelines

1:00:00 Turbocharging Your Preparation

1:02:45 Overcoming Presentation Rejection

1:04:15 Wrap-Up

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

• Youtube ~ https://go.servicedesignshow.com/journey-management-playbook-11-youtube
• Spotify ~ https://go.servicedesignshow.com/journey-management-playbook-11-spotify
• Apple ~ https://go.servicedesignshow.com/journey-management-playbook-11-apple
• Snipd ~ https://go.servicedesignshow.com/journey-management-playbook-11-snipd

If building digital products becomes instant and free, what happens to the value of a service designer? Discover why traditional discovery is under attack and how to survive the impending "Design Winter."

The rapid trajectory of AI development has completely shifted the rules of corporate problem-solving. In this episode, host Marc van Tijn sits down with academic coordinator Pablo Fernández Vallejo to unpack the deep structural changes hitting the design industry. They move past basic chatbot hype to look at the realities of autonomous AI agents, shifting organizational power dynamics, and why designers must quickly transition from "authors" to "editors" to stay relevant.

Here is what we cover:

• Why corporate obsession with cheap, instant builds risks turning upfront design discovery into an operational roadblock.
• Why automating the messy, time-consuming parts of qualitative work might actually cause our core design muscles to atrophy.
• How autonomous AI agents are forcing us to redesign websites and platforms for machine consumption instead of human eyes.
• How to harden your service ecosystems before competitors or angry clients launch automated, voice-cloned agent swarms to overwhelm support desks.
• Why the future belongs to designers who can let go of the static deliverable and focus on continuous, systemic agility.

On a scale of 1-10, how fluent do you feel with AI as a design material right now? Let me know, I really do read and reply to all responses.

Enjoy and keep making a positive impact!

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 255

03:45 AI Velocity

08:45 Future Job Market

13:30 Productive Friction

19:15 Impact on Designers

23:15 What happens to our value

28:30 How we combat corporate Proto Bros

34:00 Where we anchor the "real" domain of design

36:45 Impact on Services

37:30 Autonomous Agents

42:15 Designing AX

47:45 Ecosystem Defense

50:15 Broken Journey Maps

52:00 Impact on Organizations

56:30 Authors vs Editors

--- [ 2. LINKS ] ---

• LinkedIn - https://www.linkedin.com/in/pablofernandezvallejo
• Website - https://www.fernandezvallejo.com/
• Watch Part 1 of Pablo's Previous Interview on AI on Service Design - https://youtu.be/B142M6lhac8?si=uUKREkC1wztjUSYj

--- [ 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/255-youtube
• Spotify ~ https://go.servicedesignshow.com/255-spotify
• Apple ~ https://go.servicedesignshow.com/255-apple
• Snipd ~ https://go.servicedesignshow.com/255-snipd

What do you do when you want to drive human-centered change inside your organization, but you don't have the formal authority, you don't hold the budget, and you don't even have the official job title?

To dive deeper into this strategy, I sat down with Max Seabrooke and Jennifer Kitchen.

According to them, you stop asking for corporate permission and start getting a little bit sneaky. We step away from perfectly polished frameworks to look at the raw, political reality of practicing "undercover influence" from the inside out.

In this episode, you will learn:

• How to quietly embed user-centric design into your organization without triggering corporate resistance or using confusing industry jargon.
• Why slowly building a toolkit of data on top of your company's existing expertise wins over skeptical executives.
• How to figure out exactly how other siloed teams measure their own success so you can align your project to their metrics.
• Why avoiding friction inside your team can quietly destroy project alignment and sabotage quality.

So, if you want to hear raw, practical insights from professionals who are in the trenches every single day, you'll really like enjoy this one!

I’m curious, if you don't have the official "Service Designer" title, what does your email signature currently say? Let me know.

Enjoy the episode and keep making a positive impact.

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to the April Round Up 2026

03:45 Career Paths to Service Design

05:30 Titles vs Doing the Role

06:15 Modern Human-Centered Design

07:15 UX Design for Kids

09:15 Supply Chain Overhauls

12:15 The Human Side of Blueprints

13:15 Product Repair Operations

15:30 Strategic Sneakiness

18:15 Fixing Complex Mergers

21:00 Politics as Design Material

21:45 Corporate Political Survival

24:15 Active Listening & Handoffs

28:30 Eliminating Corporate Jargon

33:45 Operational Alignment

39:15 Dangers of Toxic Politeness

44:15 Confronting Hard Truths

50:00 Customer Belief Toolkit

54:15 Leadership Evidence Layers

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/maxseabrooke
• https://www.linkedin.com/in/jennifer-kitchen-studio

--- [ 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-13-youtube
• Spotify ~ https://go.servicedesignshow.com/inside-service-design-13-spotify
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• Snipd ~ https://go.servicedesignshow.com/inside-service-design-13-snipd

We are moving way past the point of just typing prompts into chat interfaces. We are entering the "agentic era," where a single person can deploy high-level AI agents who manage their own teams of digital workers underneath them.

This shift is triggering a massive compression of skills, collapsing separate specialized roles into a single generalist function. If most service interactions shift to agent-to-agent communication, the human experience risks disappearing completely.

In this episode, John Ayers joins Marc to explore how to help the "80% in the middle". The people who are curious but completely exhausted by the daily AI hype cycle. You'll learn how to take your existing mapping toolkit and adapt it to build "AI service blueprints," translating human personas directly into digital agents so we don't lose empathy.

As you listen, think about John’s closing challenge: When the dust settles two years from now, what do you actually want your career to look like?

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 254

01:00 Introducing John Ayers

02:15 Reality vs AI Hype

03:45 Lessons From Past Shifts

07:15 Why AI is Different

09:00 The Rapid Pace of AI

11:30 The Shift to AI Agents

13:15 Agent-to-Agent Decisions

15:00 Building a Digital Workforce

16:15 Domain Knowledge vs General AI

18:00 Helping the Overwhelmed Majority

26:00 Avoiding Fake AI

29:15 The Governance Gap

31:00 The New AI Giants

34:00 Service Blueprinting for AI

35:00 Anatomy of an AI Agent

39:30 The Democratization Trap

41:30 Human Skills vs Job Losses

45:00 Stop Chasing Tech Tools

46:30 Focus on Humans, Not Jargon

51:45 Human Purpose in the AI Era

54:30 Avoiding AI Burnout

54:45 John’s Disruptor Confessions

56:15 Asking the Hard Questions

58:30 Wrap-Up and Community Call

--- [ 2. LINKS ] ---

• LinkedIn - https://www.linkedin.com/in/johnlayers/

--- [ 3. CIRCLE ] ---

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

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Does your "Master Journey Map" just sit in a digital drawer? You aren’t alone.

In this episode, we dive into "Journey Theater"— the trap of performing progress without moving the needle on business outcomes.

We’re moving beyond "mapping for mapping’s sake." Learn how to shift from being a service provider to a strategic partner by building a living system that survives the next re-org.

Watch this episode to learn:

• Why your budget holder is your real customer
• The warning signs of Journey Theater
• How to shift from project cycles to an operational model
• Using the Journey Maturity Scorecard to track growth

Just like the rest of the Playbook, this episode is best consumed as a video because we walk through specific examples, like the Journey Maturity Scorecard, on screen. If you’re listening on the go, you can always grab the slide deck from the show notes to follow along.

Enjoy and keep making a positive impact!

~ Marc

--- [1. LINKS 🔗 ] ---

• Playbook Slides - https://go.servicedesignshow.com/xo964
• Sign up for TheyDo - https://go.servicedesignshow.com/scjwb
• Journey Health Scorecard - https://go.servicedesignshow.com/journey-management-playbook-10-journey-health-scorecard-podcast
• The Journey Management Playbook - https://www.theydo.com/resources/journey-management-playbook?utm_source=article&utm_medium=blog&utm_campaign=202605-Global-Marc

--- [ 2. GUIDE 📺 ] ---

00:00 Welcome to Journey Management Playbook S2E2

03:45 Internal Customer

05:30 Decision Maker Needs

07:15 Budget Agenda

10:30 Impact Over Selling

13:15 Organizational Friction

16:15 The Journey Scope

19:15 Journey Theater

21:00 Reporting Progress Live

26:45 Breaking Project Cycles

30:45 Quantifying Wins

40:15 Decision Context

41:30 Continuous Insights

42:45 Common Language

44:00 Cross Vertical Impact

45:30 Eight Success Steps

46:45 AI Data Leverage

48:00 Delivery Authority

49:15 Proactive Influence

50:30 Impact Focus

51:45 Six Month Strategy

53:00 Revenue vs Cost

54:15 Agenda Alignment

56:45 Management Maturity

58:00 Scaling Momentum

1:00:45 Journey Health Score

1:04:30 Summary and Next Steps

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

• Youtube ~ https://go.servicedesignshow.com/journey-management-playbook-10-youtube
• Spotify ~ https://go.servicedesignshow.com/journey-management-playbook-10-spotify
• Apple ~ https://go.servicedesignshow.com/journey-management-playbook-10-apple
• Snipd ~ https://go.servicedesignshow.com/journey-management-playbook-10-snipd

Do you show up as an "A-student" constantly seeking the next gold star, only to feel personally attacked when your work is misunderstood? 🌟 In this episode, we tackle the "identity trap" in design and how to stay passionate without letting corporate exploitation drain your soul

In this episode, you'll learn:

• Why wrapping your personal value in professional output leads to burnout and frustration.
• How the constant need for "exceeds expectations" reviews can actually undermine your professional agency.
• Strategies to care deeply about your impact without letting it define your humanity.
• How to feel in control even when your leadership doesn't yet grasp the full value of what you bring to the table

Our guest: Sara Wachter-Boettcher

Sara is a vocal leader in the design community and the founder of Active Voice, where she has coached dozens of professionals through these exact challenges. She joins Marc to explore how to lean into conversations about value without feeling like you’re constantly pleading for your seat at the table.

As you'll hear, Sara brings some "tough love" that helps you come out the other side more confident. It’s about learning to keep your side of the street clean, even when the organization around you feels messy.

Enjoy and keep making a positive impact!

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 253

03:30 The collective headspace of design today

05:30 The impact of AI-related layoffs on design morale.

08:15 Era of cheap money

10:00 20-teens tech boom and its consequences

15:00 The ROI trap and identity

18:15 How shifting performance standards destabilize personal identity

22:00 Breaking the spell of work identity

24:45 Discomfort of realizing a job doesn't align with personal values

33:00 Navigating organizational change

38:45 Power mapping exercises

44:45 Empathy for colleagues

51:45 Concept of "humanizing" organizations to reduce isolation

55:15 Radical act of clocking out

57:00 Leadership without the ego

59:15 Strategic patience in a crisis

1:01:15 The value of the human behind the designer

01:14:15 Question to ponder

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/saraboettcher

--- [ 3. CIRCLE ] ---

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

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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