Service Design Show

By Service Design ShowBusiness

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61 min
per episode

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Service Design Show episodes

July 13, 2023Enabling Internal Service Design Teams to Thrive / Ben McCammon / #Circle
Okay, this might sound a bit strange... But whether or not you can drive change within your organization has little to do with the quality of your work. Often it's the (lack of) enabling factors around you that determine how impactful you can be.
So in this week's episode, we take a step back from our core service design practices and focus on the external conditions that influence our work.
During a deep dive session in our Circle community, Ben McCammon shared a valuable health check framework he uses as a team lead. This framework outlines 12 essential success factors that often get overlooked in the midst of day-to-day work.
Ignoring these factors can have detrimental long-term effects, leading to team frustration, attrition, and doubts from senior leaders about the team's value. So a lot is riding on making sure that these success factors are always in good shape.
Join us as Ben walks us through four key elements of the framework, providing insights and practical advice for creating an environment where service design teams can thrive.
If you're a team lead, this framework will undoubtedly be a valuable resource. And if you're not yet in a leadership role, consider sharing this episode with your lead to create a better understanding of what you need to drive change at scale.
Enjoy the conversation!
- Marc
--- [ 1. GUIDE ] ---
00:00 Welcome
03:00 Who is Ben
08:45 Role of the leader
12:00 Defining success
16:00 The health check
18:30 Framework overview
19:15 What is the Circle
24:45 Expertise & Credibility
27:00 Taking actions & routines
28:15 Demonstrating value
32:00 Proactive stakeholder management
35:45 Scoping & planning work
38:00 Learning-oriented feedback
42:00 Meaningful progress
49:00 Appreciation and recognition
52:30 Changes to the framework
54:00 The most important thing
55:00 Closing thoughts
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/benmccammon/

https://www.servicedesignshow.com/team_health_check_framework/
⁠
--- [ 3. CIRCLE ] ---
Connect with and learn from fellow service design professionals across the world. Join our growing community!
⁠⁠https://www.servicedesignshow.com/circle
57 min
July 06, 2023Reflecting on the evolution of service design / Patrick Quattlebaum / Episode #179
In this episode, we dive deep into the insights and experiences of Patrick Quattlebaum, co-founder of the renowned service design agency Harmonic Design.
With Harmonic's recent 5th anniversary, I seized the opportunity to discuss what Patrick learned along this journey.
You'll hear inspiring perspectives on the challenges of running a service design agency, the essence of effective leadership, and the future of our field.
We also delve into the highly anticipated sequel to his co-authored book, "Orchestrating Experiences," which has become a classic in our industry, transforming how companies approach customer experience.
Coincidentally, as the book also celebrated its 5-year milestone this year, we explore how the landscape has evolved since its publication and the new chapters Patrick would include. Prepare for some surprising insights.
This conversation is unlike what you're used to on the Show, mainly thanks to the Harmonic Design team's collaboration in helping me shape the questions. Their contribution created a truly unique episode.
If you're ready for an insightful and light-hearted discussion with one of the icons in our field, don't miss this episode.
A big thanks to Patrick for being such a good sport and allowing me to throw some curveball questions at him :)
Enjoy the episode!
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 179
02:00 What excites you
08:00 Service design cocktail
10:30 Proudest moments
14:00 Biggest surprise in the pandemic
17:00 Orchestrating experiences
25:00 The next chapter
27:15 Challenging situations
33:00 Leadership traits
36:30 Vision for the future
42:30 Importance of role models
45:15 The perfect dinner
47:00 Influence of service design
49:30 Who is your inspiration
51:00 What needs an iteration
54:00 Secret ritual
55:00 Alternative career
57:15 Words of wisdom
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/ptquattlebaum/

https://thisisharmonic.com

https://rosenfeldmedia.com/books/orchestrating-experiences/
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
1 hr 1 min
June 22, 2023 The shortcut to making better decisions faster / Adam Lawrence / Episode #178
This one was a challenge... I'm trying to summarize the episode you'll hear with Adam Lawrence and explain why you would want to tune in.
Ironically, of the key takeaways from the conversation is that words can be very limiting, especially when dealing with challenges that involve complex intangible human experiences.
This is why you see many other, richer forms of communication being used in service design. We love to visualize, prototype with LEGO and even act things out. And what we find is that these forms of communication, which look deceivingly playful to outsiders, lead to better and faster decision-making.
It's not just about being more effective either; by focusing on words as the primary way of communication, we exclude those who could contribute meaningfully through other expressive means.
However, as I'm sure you know, not everyone feels comfortable with these alternative forms of communication, even though they are more effective and inclusive.
Many organizations crave certainty, logic, and definitive answers, leaving little room for ambiguity.
This brings us back to the conversation with Adam. We delve into why non-designers hesitate to embrace richer forms of communication and the fears and anxieties associated with it. And how can we lead by example to create a pull effect rather than imposing our methods dogmatically onto others.
So, all in all, we cover a lot of ground in a conversation where we advocate for using fewer words :)
A standout message for me was when Adam said that the riskiest thing a business can do is stick to the status quo.
Enjoy the episode, and keep making a positive impact.
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 178
06:30 Who is Adam
08:30 Lightning round
12:00 Implicit vs explicit design
17:00 The limitation of words
20:00 It's just faster
23:00 Using richer data
27:30 The tension in design
32:00 Investigative rehearsal
34:00 Subjective value
37:15 Do we get it
39:45 What's stopping us
41:45 Increasing the odds
46:00 Pull vs push change
50:30 Common objections
53:00 Creating a safe space
59:00 Things are changing
1:00:30 Call to action
1:01:30 Closing thoughts
--- [ 2. LINKS ] ---
* https://www.linkedin.com/in/adamstjohnlawrence/
* http://globaljams.org
* https://www.cocreationschool.com
* This is Service Design Thinking (book) - https://amzn.to/3NdT0gx
* This Is Service Design Doing (book) - https://amzn.to/3qY6zco
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
1 hr 2 min
June 08, 2023Crafting services that define identity / Claire Dennington / Episode #177
Which do you prefer? A service that simply gets the job done.
Or... a service that not only gets the job done but also helps you express your values and identity.
If you choose the second option, you're in for a treat. This week's episode is all about decoding the design of meaningful services.
But first, let's take a moment to acknowledge that the things we buy often reflect our values.
Some of the most successful products allow us to express our identity through them, like driving a Tesla, wearing Havaianas, or collecting Pokémon cards.
These products go beyond functionality, becoming iconic symbols of pop culture. They attract passionate fans and loyal ambassadors.
Now, when it comes to services, it's much harder to find those with the same pop culture status. Why is that?
Our guest, Claire Dennington, has extensively studied this topic and reveals the key: trends. Yes, trends can be a design material for creating services that add meaning and joy to people's lives.
So if you want to learn how trends can be harnessed to design services that people want to use and associate themselves with, make sure you don't miss this conversation!
I admit when I first heard about using trends in services, I was concerned about their sustainability. But in my conversation with Claire, she explains how trends can actually encourage sustainable behavior, particularly in the realm of services.
Enjoy the episode and keep making a positive impact.
- Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 177
04:00 Who is Claire
04:45 Lightning round
07:30 How it all started
08:30 What is pop culture
11:00 Culture vs. pop culture
13:30 Iconic examples
15:15 Where's the opportunity
17:15 Recognizing meaning
20:30 What's the advantage
23:30 How sustainable is this
26:00 Material properties of trends
28:00 What shapes what
29:30 From sub to pop culture
32:00 Traditional services
33:15 Evolution of trends
36:45 How to start
40:15 Picking the trend
42:00 Relationship to branding
44:00 What excites you
47:00 Developing service concepts
49:30 Closing thoughts

--- [ 2. LINKS ] ---
https://www.linkedin.com/in/claire-dennington-a61871b/

https://aho.no/en/calendar/doctoral-thesis-defence-claire-dennington
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
54 min
May 25, 2023 Breaking Down Inequalities: Empowering Change Through Design / Jaryn Miller / Episode #176
We must have him on the Show... That's what crossed my mind when I came across Jaryn Miller's recent LinkedIn post.
Jaryn is the service design manager at Headspace Health. You might know Headspace from their popular meditation and mindfulness app, but these days they do a lot more.
So I reached out to Jaryn with an invitation, and luckily, he said accepted. Our conversation took us on a profound personal journey.
It became clear that Jaryn is on a mission—a mission to foster inclusivity and equity within the healthcare system in the USA, leveraging the power of design to do so.
A critical challenge we face as a community is that, often unconsciously, we are still designing for "the majority." This approach has harsh consequences, as individuals who fall outside the average user profile feel unrecognized in the system or, worse, experience harm.
It’s our responsibility to change this. Yet, advocating for change is not enough. We must put in the effort and summon the courage to resist the path of least resistance. If this seems daunting, I totally get it, but rest assured. In this episode, Jaryn shares practical steps you can integrate into your daily design practice to promote inclusivity.
While our conversation primarily focuses on the US healthcare system, the insights shared hold relevance for any environment where inequalities persist. This is a must-watch episode for those seeking to deepen their awareness of the (unintended) consequences of the services we design.
I'll admit that discussing important yet weighty topics such as racism and systemic harm is not always easy. I'm grateful to Jaryn for guiding us through this dialogue.
Enjoy the episode and continue making a positive impact.
- Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 176
05:00 Who is Jaryn
07:00 Lightning round
09:45 What do we need to know
11:15 Jaryn's story
15:30 How did we get here
17:30 Manifestation of disparities
19:45 The role of design
22:00 Being the other
25:00 The north star
27:15 Small things you can do
30:00 Biggest objection
33:00 Importance of leadership
34:30 What success looks like
37:00 Think of the inverse
40:00 Personal journey
43:45 The vision
47:00 Building community
48:30 Closing thoughts
--- [ 2. LINKS ] ---
* https://www.linkedin.com/in/jarynmiller/
--- [ 3. CIRCLE ] ---
The service design team you wish you had around you each and every day.
https://www.servicedesignshow.com/circle
50 min
May 18, 2023Cracking the Collaboration Code / Elrica Degirmen / #circle
How can you enhance your collaboration skills? One of the charms of service design is that you always need to involve people from many different disciplines to achieve meaningful outcomes.
And as the challenges that you're working on become increasingly complex, effective collaboration becomes more crucial than ever. However, not all forms of collaboration are created equal...
Understanding the differences between them can make the distinction between a smooth journey with great results and a road filled with difficulties and frustration.
You may have come across terms like interdisciplinarity, multidisciplinarity, or even transdisciplinarity within the context of service design. These concepts represent different ways of working together, and chances are you are already engaged in one of them, whether consciously or not.
To shed light on these concepts, I had the opportunity to learn from Elrica Degirmen, our guest in this week's episode. Elrica explains the significant differences between these terms, and in our discussion, we strive to clarify them in simple terms.
Because when you understand the strengths and weaknesses of each approach enables you to become a more effective collaborator, equipped with the knowledge to navigate various situations.
So, are you curious about the benefits of working in a multidisciplinary team? Wondering when a transdisciplinary approach is most appropriate? Interested in transitioning from an interdisciplinary to a multidisciplinary way of working?
It might feel a bit like we're geeking out on service design terminology but I guess sometimes that's totally fine and even helpful :)
Enjoy!
- Marc
--- [ 1. GUIDE ] ---
00:00 Welcome
03:30 Why this topic
04:30 Three definitions
08:00 Why does it matter
09:30 Picking the right one
13:00 Moving into transdisciplinarity
16:00 Putting it into practice
18:30 The roadblocks
21:30 First step
25:45 Finding the time
28:30 Beyond service design
35:30 New insights
37:15 Lesson learned
39:15 Closing thoughts
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/elrica-feride-degirmen/
Original research paper (PDF): https://go.servicedesignshow.com/ixfx0
--- [ 3. CIRCLE ] ---
Connect with and learn from fellow service designers across the globe. Join our growing community!
⁠https://www.servicedesignshow.com/circle
42 min
May 11, 2023Awaken the design leader within you / Sarah Clearwater / Episode #175
Is design facing a leadership crisis? If you’re nodding in agreement, you’re not alone.
As service design professionals, we know the power of our craft to create meaningful change. Yet, we often struggle to find the support necessary that allows us to have a long-lasting impact. And when those around us in leadership roles fail to advocate for the value of design, progress stagnates, and burnout becomes all too common.
But here’s the good news.
You can lead the change today, regardless of your job title or position. So, how do you start leading in an authentic way that aligns with your values and the realities of business?
Our latest guest, Sarah Clearwater, interviewed design leaders to find out. She shares her insights in this week's episode with us.
If you want to grow the impact design has on your organization and are tired of waiting for others to pick up the torch, tune in to this conversation!
Yes, taking on a leadership role can be daunting. But what’s the alternative…
Keep pushing for positive change!
- Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 175
05:15 Who is Sarah
06:45 Lightning Round
09:00 What is Design Leadership
10:15 What is the status quo
14:15 Practice vs functional leadership
17:45 How did we get here
21:00 Being context-aware
25:00 The lightbulb moment
26:30 Reflection is a key practice
31:15 Limiting biases
33:00 How does leadership manifest
35:30 When the interplay breaks down
36:30 Maturing beyond the craft
40:15 Go where the energy is
43:00 Setting boundaries
46:30 Growing in increments
47:15 Understanding our position
49:15 The quality of our stories
53:30 You have the potential to lead
56:00 The absence of leadership
58:30 Direction rather than a destination
59:30 Why not start today

--- [ 2. LINKS ] ---
https://www.linkedin.com/in/sarahclearwater/

https://go.servicedesignshow.com/design_leadership_report

--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://www.servicedesignshow.com/circle
1 hr 1 min
April 27, 2023Moving Beyond the Textbook Version of Service Design / Jung-Joo Lee / Episode #174
What does it take to unlock the full potential of service design? That was the burning question in my recent conversation with Jung-Joo (JJ) Lee.
As you know, service design's true value goes beyond delivering specific artifacts or running workshops. However, the prevalent narrative around service design in recent years suggests that it is a codified process with specific outcomes that can be applied to almost any situation.
While this storyline might make it easier to initially "sell" service design, it doesn't consider the systemic value being created, the need to contextualize service design to fit diverse cultures, and the time it takes to deliver meaningful outcomes. When we stick to this one-dimensional narrative, we end up doing service design on a surface level, wondering why the underlying issues we're trying to address remain unimpacted.
The longer we maintain this approach, the greater the risk of service design being dismissed as another short-lived fad: "We've tried it. It doesn't work."
As service design professionals, it's up to us to change this narrative. And that's precisely what this episode is all about.
JJ, who has witnessed firsthand how people adopt the "textbook" version of service design, shares practical tips on holding yourself and your clients to higher standards.
Join us as we delve into ways to contextualize service design for diverse cultures, move beyond a process-oriented approach, and focus on creating intangible value. It might not be easy or pain-free in the beginning, but in the end, everyone wins.
Although we explore cultural differences between countries and continents, the lessons we discuss in this episode apply to all companies and organizations, regardless of location.
Let's keep making a positive impact together!
- Marc

--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 175
05:45 Who is JJ
08:30 Lightning Round
12:15 The plurality of service design
19:15 Understanding of SD in Asia
23:15 Story from South Korea
26:00 What was missing
29:15 Role of design maturity
35:00 What does this mean for us
39:15 The end of the double diamond
42:00 Evolving our practice
47:30 Have more courage
51:30 Closing thoughts
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/jung-joo-lee-154660a/

To Have or To Be? (book) - https://amzn.to/3H4i7jN
--- [ 3. CIRCLE ] ---
Explore our community for in-house service design professionals.
https://servicedesignshow.com/circle
54 min
April 20, 2023How not to lose momentum when things get real / Lisa Salamone / #circle
As service designers, we often face the challenge of sustaining momentum for change after the initial excitement of a project.
It's easy to get caught up in the research and ideation phase, but true success only comes from making a tangible impact on our customers. If you've ever struggled with getting your insights to stick, you're not alone.
Recently, Lisa Salamone hosted a session in our Circle alliance where members shared their experiences on sustaining momentum. We discussed practical tips on how to increase the chances that people follow through on your work.
By applying these tips and strategies, we can ensure service design doesn't become mere "corporate entertainment" and makes a real difference.
So I invited Lisa for a chat on the Show to share the key takeaways from that session with you.
One thing that stuck with me from this conversation was the importance of how you start a project. Going slow to go fast is crucial.
Enjoy the episode, and keep making a positive impact :)
- Marc
--- [ 1. GUIDE ] ---
00:00 Welcome
03:00 Who is Lisa
04:15 What's in store
05:30 How do you recognize this
08:00 What can you gain
09:15 The challenge
12:30 How did we get here
14:30 Is it our job
17:00 Setting up for success
19:45 Understanding the problem space
23:00 What is the Circle
25:00 Finding advocates
32:15 The beginners mind
34:30 Reusing existing knowledge
37:30 Lesson learned
40:30 Closing thoughts
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/lisa-salamone/
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://www.servicedesignshow.com/circle
43 min
April 13, 2023Can we design sustainable services? / Anna van der Togt / Episode #173
Have you ever thought about... what a sustainable service looks like?
Nowadays, we have a pretty good idea of what sustainability means for products, but I would argue not so much for services. The language around sustainability resides very much in our material world. We talk about carbon emissions, reducing waste, and moving towards circularity. But services aren't made up of atoms. Our design "materials" are things like time, experiences, relationships, processes, etc.
So this brings us back to the question of how do you design services that serve our planet just as much as they serve our organizations and customers?
In this episode, Anna van der Togt, Lead Sustainability at Livework, shares how they approach this topic. Join us to explore what sustainable insurance might look like and how it would change the relationship between service providers and their customers. We also discuss how to get your clients to open up about investing in sustainable services. Because most of them won't be able to articulate right now that they need or want this. As you'll hear, there are still many unanswered questions, which makes exploring this topic so interesting. :)
Here's a question to get your mind going: As a service design professional, you also deliver a service to your clients. How can you rethink your own practice to make it more sustainable?
Enjoy the conversation, and keep making a positive impact :)
- Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 173
05:30 Who is Anna
07:15 Lightning round
11:15 Where are we today
16:15 Is there waste in services
20:15 Which levers do we have
23:45 Suppliers and customers
27:00 What's missing
29:15 How did we get here
32:15 Design materials of services
34:30 Reactions of clients
39:30 Sustainable service examples
43:15 How could the conversation change
44:45 The role of service design
46:45 What is holding us back
49:15 Looking down, up and wide
52:30 Impact on our practice
54:45 Questions to think about
56:15 Closing thoughts
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/avdtogt/

The Value of a Whale (book) - https://amzn.to/3UEuc4Q
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://www.servicedesignshow.com/circle
55 min