Service Design Show

Embedding design in an organisation isn't easy. Especially if that organisation is quite traditional, heavily regulated and not very open to change.

But the guest in this episode still found a way to do that. The secret to success?

Take people by the hand and gently guide them through the process in small steps.

This might sound obvious but we tend to forget that the things that come natural to us feel very distant to others.

But giving too much guidance means that people won't take ownership of the process. Give too little guidance and you'll lose people along the way.

In this episode we're going to explore how you can find that perfect balance.

After listening you will be better equipped to facilitate the transition to a more designerly way of working.

Even when your organisation is traditional, heavily regulated or not open to change.

--- [ GUIDE ] -—

00:00 Welcome to episode 111

02:10 Who is Angela

03:00 60 second rapid fire

05:40 The need for better services

12:25 This is holding us back

19:10 Helping people cross the chasm

32:10 Give guidance

37:40 Training your design muscle

45:00 Biggest advice

48:00 Get in touch with Angela

49:30 Final thoughts

--- [ LINKS ] ---

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

* https://www.twitter.com/yellowicepick

* https://www.facebook.com/uxresearchfilipina/

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

https://go.servicedesignshow.com/spotify

YOUTUBE

Every episode of the Service Design Show is also available as via the official YouTube channel.

https://go.servicedesignshow.com/youtube

INSTAGRAM

Get an exclusive behind the scenes look of the Show.

https://go.servicedesignshow.com/instagram

--- [ FREE COURSE ] ---

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

I'm deeply fascinated with the topic of organisational design. Why?

I've often said that the organisation is the design material of service designers.

Our job really is about shaping the environment from which great services can be delivered.

The guest in this weeks episode (Peter Merholz) even wrote an entire book about it titled: Org Design for Design Orgs.

Now I know what you're thinking...

"The people around me haven't even grasped the concept of service design. And now you want me to start telling them about organisational design? Give me a break!"

I totally get it. But there's a very simple reason why it's designers who need to and are driving this.

I'll give you a clue.

The answer lies in the shift that happens when you move from value creation through products to value creation through services.

I promise that after watching the episode it will make complete sense why you need to be thinking about organisational design as well.

And how that makes your work easier, not harder!

At the end of the episode we're doing a contest where you can win a signed copy of Peter's book.

So make sure you don't miss that!

--- [ GUIDE ] -—

00:00 Welcome to episode 110

02:30 Who is Peter

03:30 60 second rapid fire

06:20 When did the journey start

11:50 How Adaptive Path started

16:00 Going in-house to Groupon

21:00 Making the design happen

27:30 The role of design leadership

33:30 Why designer needs to drive this change

36:00 Every business is a service business

40:40 Revisiting org design for design orgs

46:00 The wave of Customer Experience

48:15 Don't be a service design purist

50:15 Book give away contest

51:00 Get in touch with Peter

52:00 Final thoughts

--- [ LINKS ] ---

* https://www.peterme.com/

* https://www.petermerholz.com/

* https://twitter.com/peterme

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

--- [ BOOKS ] ---

Org Design for Design Orgs

* https://amzn.to/3igFB67

Information Anxiety

* https://amzn.to/3kT5kD8

The Design of Everyday Thing

* https://amzn.to/2Gr5Zg3

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

https://go.servicedesignshow.com/spotify

YOUTUBE

Every episode of the Service Design Show is also available as via the official YouTube channel.

https://go.servicedesignshow.com/youtube

INSTAGRAM

Get an exclusive behind the scenes look of the Show.

https://go.servicedesignshow.com/instagram

--- [ FREE COURSE ] ---

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

The challenges in-house service designers face are quite unique.

In this episode you'll hear the stories from Karri, Jacquelyn and Rachel. All of them work in-house and are championing this field within their organisations.

What also connects Karri, Jacquelyn and Rachel is that the participated in the campfire sessions that took place in the summer of 2020.

The campfire is a safe place where in-house service designers can listen, share and connect with fellow practitioners.

Next to talking about the challenges they face Karri, Jacquelyn and Rachel will also give you some practical advice on how to be more successful as an in-house service designer.

I feel that you'll learn a lot from the stories in this episode. Even if you're not working in-house (yet).

If you're inspired by this episode inspires and think about joining the next campfire group head over to...

https://servicedesignshow.com/campfire

What is ultimate goal of service design? One could say that it's about making a positive impact on people, business and the planet.

If this is the case then you'll need to make sure that the solutions you design actually get into the world.

Design isn't just a research practice. It's a practice where creation and delivery is equally important.

But often the challenges you face as a service designer are too big to be solved through design alone. You need a team!

So what kind of team exactly is the most effective one at succesfully "shipping" services?

Well, that's what this episode of the Show is about where I'm joined by Lauren Serota.

In her last role as the head of service design at a major bank in Myanmar Lauren worked on developing and delivering microfinances services.

We talk about Laurens experience forming a team that was able to succesfully pull this off and the lessons she took away from that.

I feel that if you're facing challenges which are too big to be solved through design alone...

You'll definitely find the stories Lauren helpful!

--- [ GUIDE ] -—

00:00 Welcome to episode 109

02:20 Who is Lauren

03:00 60 second rapid fire

05:50 How your choices influence the world

07:25 Designing the breakdown points

09:20 The risks for design

13:00 Dealing with the God complex

14:40 The role of customer experience

18:30 Designing banking for the majority

21:35 Involving the organisation

25:00 The most convicing argument

26:15 Overcoming the biggest hurdle

28:50 Running organisations on spreadsheets

29:50 Creating artifacts that inspire change

33:20 What made it work

36:20 Clarity around the objective

37:50 What value are you adding

38:50 Evaluating success

41:10 Who are the best designers

43:20 The moral of the story

45:00 Recommended resources

45:45 Get in touch with Lauren

46:15 Final thoughts

--- [ LINKS ] ---

* twitter.com/serota

* linkedin.com/in/serota/

* goodreads.com/book/show/39863330-broken-stars

* www.instagram.com/serota/

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

https://go.servicedesignshow.com/spotify

--- [ YOUTUBE ] ---

Every episode of the Service Design Show (and more) is also available as via the official YouTube channel.

https://go.servicedesignshow.com/youtube

--- [ FREE COURSE ] ---

HOW TO EXPLAIN SERVICE DESIGN

Learn how to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!

https://servicedesignshow.com/free-course

Your work as a service designer is not just about successfully finishing a single project. The goal is to contribute to long lasting change and influence the way of thinking within organisations.

Ben Reason makes the argument in this episode that "service design makes things more humane". If this is the case it's far too important to be driven you all the time.

So there is a lot at stake to change organisations through your work. Otherwise an organisation will quickly revert to their old ways of working once you're going.

But as you've probably experienced, creating long lasting change is not an easy task by any means.

On your journey you have to deal with a lot of organisational legacy which is fighting against this new approach called service design.

What this means is that as a modern service designer you need to be playing chess on 3 boards at the same time!

Just focussing on successfully delivering a project isn't enough anymore.

In this episode you're going to learn from Ben Reason what these 3 chess boards of service design are.

--- [ GUIDE ] -—

00:00 Welcome to episode 108

02:35 Who is Ben Reason

02:55 60 second rapid fire

05:15 How do you bring service design into organisations

09:05 Making things more humane

10:30 Tackling scary challenges

11:55 What is keeping us back

14:15 A rollercoaster ride

19:50 The real challenge in service design

22:25 The legacy of design

25:25 When things don't work out

27:55 Know what you're getting into

29:40 You need a mix of 3 things

32:40 Training clients on the job

36:20 Changes in service design

40:20 What if enterprise software was more like service design

41:10 The qualities of service design

42:10 Sustainability and service design

44:40 Get in touch with Ben

45:55 Final thoughts

--- [ LINKS ] ---

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

* https://twitter.com/breasy

* https://www.liveworkstudio.com/

* https://www.liveworkstudio.com/articles/designing-in-the-anthropocene/

* Braiding Sweetgrass (book) - https://amzn.to/3jzX1vm

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

https://go.servicedesignshow.com/spotify

YOUTUBE

Every episode of the Service Design Show is also available as via the official YouTube channel.

https://go.servicedesignshow.com/youtube

INSTAGRAM

Get an exclusive behind the scenes look of the Show.

https://go.servicedesignshow.com/instagram

--- [ FREE COURSE ] ---

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

When it comes to putting a price tag on service design many people struggle. It can be hard to articulate the value that you create through your work. Therefor many service designers just avoid the topic in general.

What if you would treat the pricing of service design as a design challenge in itself where the goal is to come up with a solution where all parties benefit? The conversation about value, price and money becomes much less uncomfortable!

In this episode. Dan Mall explains how you can do that through an approached called value based pricing.

The things you're going to learn in this episode will not only help you to charge more for your work while at the same time delivering more value for your clients.

--- [ GUIDE ] -—

00:00 Welcome to episode 107

01:40 Who is Dan

03:20 60 second rapid fire

05:40 Why talking about value matters

08:30 Feeling valued

09:30 The stigma around business

11:00 Object value pricing

13:15 The basis of value pricing

15:00 Creating alignment around a goal

18:10 What is important to you

19:10 The dangerous separation between business and design

21:00 Challenger sales

24:10 Setting a benchmark

27:00 Prototyping with numbers

29:45 Giving guarantees

31:40 Pricing experiments

35:20 When do you start charging

38:00 Do this in every sales conversation

40:45 Look for win-wins

42:30 Recommended resources

43:30 Get in touch with Dan

43:55 Final thoughts

--- [ LINKS ] ---

* http://danmall.me/

* https://twitter.com/danmall

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

* https://superfriendlydesign.systems/

* https://www.relay.fm/presentable/59

* https://jonathanstark.com/

--- [ BOOKS ] ---

* https://abookapart.com/products/pricing-design

* https://www.winwithoutpitching.com/pricing-creativity/

* Implementing Value Pricing - https://amzn.to/3amGurq

* The Challenger Sale - https://amzn.to/2Dy35W4

* Shark Tales - https://amzn.to/2XRkLmd

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

https://go.servicedesignshow.com/spotify

YOUTUBE

Every episode of the Service Design Show is also available as via the official YouTube channel.

https://go.servicedesignshow.com/youtube

INSTAGRAM

Get an exclusive behind the scenes look of the Show.

https://go.servicedesignshow.com/instagram

--- [ FREE COURSE ] ---

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

As a customer you've probably already experienced that most services don't fail because of bad intentions. Often services fail because they run on top of systems that don't support a different outcome.

The classics "The computer says..." statement is just one of the many example.

This isn't just a major frustration for us as ordinary customers but also for us as professionals trying to make things better.

Let me ask you a question: How often have you been in a project where you had the mandate and budget to address these deeper systemic issues To my experience this almost never happens.

So we keep working on projects with a limited scope that only have a chance of delivering a temporary fix at best.

If you really want to address the bigger challenges in our organisations (and society) you have to shift your thinking from programs and projects to a more systemic mindset.

You need to work on changing the underlaying and supporting structures. Which is by no means is an easy thing to do.

Someone who has been pioneering this field for the last decade is Penny Hagen.

In this weeks episode Penny shares the lessons she learned around:

How to budget for systemic change?

How to measure progress?

And how to keep people motivated when they don't see tangible change right away?

I feel that this episode is especially valuable if your work currently has narrow scope and you feel like you're not getting the opportunity to address the root causes of challenges.

After listening the conversation with Penny you'll definitely have some ideas about how you can start making impact on a more fundamental level through your work.

--- [ GUIDE ] -—

00:00 Welcome to episode 106

02:45 Who is Penny

04:20 60 second question round

06:40 Adopting a more systemic and holistic view

12:50 Are we brave enough?

14:20 What we track is what we value

17:30 Helping people to see the value of our work

26:00 Showing results on different levels

30:45 We have to look inward for solutions

38:10 Don't keep it open

43:05 Did you make change

44:20 Nothing is out of scope

47:50 Scaling isn't about the what

50:20 Ways of working for complex challenges

52:50 Get in touch with Penny

53:35 Final thoughts

--- [ LINKS ] ---

* http://twitter.com/pennyhagen

* https://twitter.com/codesignlab_akl

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

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

https://go.servicedesignshow.com/spotify

YOUTUBE

Every episode of the Service Design Show is also available as via the official YouTube channel.

https://go.servicedesignshow.com/youtube

INSTAGRAM

Get an exclusive behind the scenes look of the Show.

https://go.servicedesignshow.com/instagram

--- [ FREE COURSE ] ---

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

Taking risks is an inherit part of design. Trying things you haven't done before. Doing experiments. Exploring uncharted territory.

It's exactly these things that give us fulfilment and that we're frankly just very good at.

But doing this type of work has its price. And that price can be high.

When you're in the business of putting new things into the world you never know what the response will be.

The response might be praise but it also might be total rejection. We just don't know until it's out in the open.

And here lies a major problem...

Many designers tend to identify themselves with the things they design.

Which means that they take any type of response as an judgement about them rather than about the thing that you've put into the world.

This causes completely unnecessary stress, anxiety and mental suffering. And ultimately prevents you from giving everything you've got to the world.

Is there a solution? Yes, there is.

You have to find a way to be critical about your work while being compassionate for yourself at the same time.

In this episode Natalia Agudelo shares how she is trying break free from the struggles of identifying herself with her work.

The good news is that there are practical things you can do to adopt this mindset. It's a skill you can practice.

If you want to be a happier designer and deliver better work Natalia's story might provide you with some valuable insights on how to get there.

--- [ GUIDE ] ---

00:00 Welcome to episode 105

01:40 Who is Natalia

05:00 Taking things as they are

06:40 Unnecessary stress

10:00 Addressing the lack of awareness

13:00 Be critical and compassionate

16:40 Separate yourself from the design process

19:15 Think about how you think

23:00 Develop your internal voice

25:00 The grass is greener where you water it

28:40 How can I open up

34:00 Practice kindness

36:00 Be more present

36:45 Recommended resources

38:25 Get in touch with Natalia

38:45 Final thoughts

--- [ LINKS ] ---

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

* https://www.goodreads.com/book/show/8695.The_Restaurant_at_the_End_of_the_Universe

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

go.servicedesignshow.com/spotify

YOUTUBE

Every episode of the Service Design Show is also available as via the official YouTube channel.

go.servicedesignshow.com/youtube

INSTAGRAM

Get an exclusive behind the scenes look of the Show.

go.servicedesignshow.com/instagram

--- [ FREE COURSE ] ---

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!

servicedesignshow.com/free-course

Innovation has a long heritage. There are many proven innovation methods which have been around for decades.

Methods like Quality Function Deployment which was developed in 1966 and already promoted a user centered approach. If you like just look it up on Wikipedia.

The benefits of these innovation methods are crystal clear. They have a track record of delivering reliable results in certain situation.

Strangely these proven innovation methods haven't made it into the practice of service design, yet. Why is that?

That's what you'll learn in this episode where Jonathan Kalinowski and I dig into this question.

So if you're looking for ways to add more rigour and credibility to your work then this episode is just for you!

--- [ GUIDE ] ---

00:00 Welcome to episode 104

01:54 Who is Jonathan

04:40 Facilitating desired outcomes

11:00 There is an accountability problem

14:20 We need to learn from our heritage

19:45 The importance of rigour

26:55 Leveraging the Jobs To Be Done framework

39:20 Focus on desired outcomes

42:20 How can we build better relationships

49:40 Get in touch with Jonathan

50:30 Finale

--- [ LINKS ] ---

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

* https://hbr.org/1988/05/the-house-of-quality

* https://en.wikipedia.org/wiki/Quality_function_deployment

* https://strategyn.com/jobs-to-be-done/customer-centered-innovation-map/

* https://www.instagram.com/design.for.service/

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

go.servicedesignshow.com/spotify

YOUTUBE

Every episode of the Service Design Show is also available as via the official YouTube channel.

go.servicedesignshow.com/youtube

INSTAGRAM

Get an exclusive behind the scenes look of the Show.

go.servicedesignshow.com/instagram

--- [ FREE COURSE ] ---

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!

servicedesignshow.com/free-course

---

Send in a voice message: https://podcasters.spotify.com/pod/show/servicedesignshow/message

In order to make real impact on customers and business you need to have influence on the strategy of an organisation. The truth is that strategy isn't necessarily associated with the practice of design.

So once you do start working on strategy it's very easy to get sucked into the traditional corporate culture and mindset. You'll tend drift away from the core values of design.

An important part of your job already is figuring out what the right thing is to do. So not getting involved with strategy isn't an option. Unless of course you're okay with letting others do the thinking and just focus on execution.

So how do you fully embrace strategic thinking without losing the thing that makes design so valuable?

In this episode Leon Hovanesian shares the lessons he learned on his journey.

You'll learn what it means to form and express a new identity. How to create bridges between disciplines. And why actions speak so much louder than words.

This is a great episode if you want to have more influence on business as a designer while staying true to our field.

--- [ GUIDE ] ---

00:00 Welcome to episode 103

01:54 The interview

03:00 Who is Leon?

04:36 The balance between strategy and design

08:26 Ignoring strategy isn't an option

12:50 Jumping from design to strategy

14:30 Make it tangible and real

20:20 How do you get out

28:55 Show me what you do

33:40 Keep it simple

36:30 When will business become design

40:05 Get in touch

41:20 Closing words

--- [ LINKS ] ---

* https://www.linkedin.com/in/leon-design-innovation/

* https://doblin.com/

* https://medium.com/chicago-business-designers

* Book: Good Strategy Bad Strategy - https://amzn.to/2Cz5uPh

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.

go.servicedesignshow.com/spotify

YOUTUBE

Every episode of the Service Design Show is also available as via the official YouTube channel.

go.servicedesignshow.com/youtube

INSTAGRAM

Get an exclusive behind the scenes look of the Show.

go.servicedesignshow.com/instagram

--- [ FREE COURSE ] ---

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!

servicedesignshow.com/free-course