Service Design Show

There's no doubt that your service design skills are needed more than ever these days. Many pressing (social) challenges have emerged over the last months. Challenges that just scream for a design approach.

The big question though is what's the most effective application of design in this context? Rushing in with our tools and methods isn't the best way to contribute to sustainable solutions.

In this episode Linda Pulik shares here experience with designing solutions for the social sector.

One of the key success factors seems to be that you have to find the perfect balance between being a design leader and a design facilitator. How to find that balance is center to the conversation in this episode.

In this episode you'll also learn what rise and fall of #DesignThinking means for the design community. There are many signs that design thinking has become a victim of it's own succes.

So the question becomes what's next? We as a design community need to look in the mirror and rethink the value we're delivering.

--- [ GUIDE ] ---

01:45 Who is Linda?

03:00 The first encounter with Service Design.

05:00 What if people who could make an impact in this epidemic would listen to real experts?

14:30 How far should designers insert themselves into the social sector?

23:30 How much design thinking is too much?

31:30 Big question: what has been the most unexpected application of your design expertise?

--- [ LINKS ] ---

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

* https://www.creativereactionlab.com/webinar-series

* https://www.talenthouse.com/i/united-nations-global-call-out-to-creatives-help-stop-the-spread-of-covid-19

--- [ 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

Imagine for a moment that you're playing a board game.

A game that requires some strategic thinking. Let's go for one of my favorites: the settlers of Catan.

After having played that game a few times you pretty quickly understand how to play in order to win. So it's time to make things a bit more interesting.

Let's add some expansion sets to the game (Catan has 4).

Whoah, now with these expansions you suddenly have a ton more options to find a winning strategy. Yes, the game becomes more complex but also more rewarding.

But what if you weren't playing Catan... What if you were designing solutions for the challenges we face these days?

Wouldn't it be great if you also had expansion sets that gave you more options to come up with winning solutions?

Well as it turns out service design does have an expansion set and it's called systems thinking.

In this episode of the Show Tristan Schultz shares how systems thinking helps you to break free from our limiting over rationalised view of the world. And in that way opens up pathways to solutions which were never on your radar before.

I learned a lot from this chat with Tristan and I'm really curious what your biggest takeaway will be!

Share smile and keep making a positive impact :)

--- [ GUIDE ] ---

03:45 The first encounter with Service Design.

05:50 When will service design move towards a systemic view of life?

16:35 How can we harvest the power of indigenous knowledge?

29:10 What if universal design just doesn’t exist?

38:05 Big question: What are you creating and what are you destroying?

--- [ LINKS ] ---

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

* https://relativecreative.com.au/

* https://www.servdes2020.org/

* https://www.systemicdesigntoolkit.org/

* https://www.amazon.com/Systems-View-Life-Unifying-Vision/dp/1316616436

* https://www.amazon.com/Universal-Design-Creating-Inclusive-Environments/dp/0470399139

* https://www.amazon.com/Designs-Pluriverse-Interdependence-Ecologies-Twenty-First/dp/0822371057

--- [ 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 ] ---

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

What do you learn from talking to 99 service design leaders over a course of 4 years? Find out in this 100th episode of the Show!

I invited you, the Service Design Show community to send in your questions. And you did. From all over the world!

So in this episode I’ll be answering your questions about service design, about the Show and even some questions about me.

You’ll also learn about the change that’s going to happen on the Show in the coming weeks.

Because after 4 years it’s also time for the Show to go through an iteration.

Finally I’d love to know what the biggest challenge is that you face which is holding you back right now as a service designers?

Leave a comment or send me a message on LinkedIn!

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

* 01:20 - How has service designed transformed your life personally?

* 02:52 - What to expect from the Show in the near future?

* 05:11 - What problems do NOT suit service design as an approach to solve them?

* 07:00 - What are the not yets of service design?

* 08:05 - Can service design projects be done entirely online?

* 12:27 - What is the biggest change regarding service design you have seen in de last 4 years?

* 14:35 - How can users become better service consumers?

* 16:18 - Did you have a revelation, that was so radical, that you could never go 'back to the previous state of mind'?

* 18:17 - What have you learnt from chatting with service designers from all around the world?

* 20:29 - What is the thing we don’t know about you?

* 23:16 - Regarding service design and CX, who's the father and who's the son?

* 24:46 - Was it worth it?

* 27:07 - What challenges are you facing that we can help you with?

--- [ LINKS ] ---

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

--- [ 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

FACEBOOK

Check the Facebook page where you'll find more content and can discuss the episodes.

go.servicedesignshow.com/facebook

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

How can you successfully drive, facilitate and guide change as a service designer?

It helps when you're aware of the type of change process you're involved in.

Your classic top down change process requires a significantly different approach than a bottom up crowd driven movement.

In this episode Robert Bau talks about the 4 main change processes in an organisation and how service designers relate to them.

Over the years Robert has identified 7 key roles a service designer can play.

When you map these roles onto the different changes process a clear picture emerges that helps you to understand on which activities and skills you need to focus.

The last topic in this episode is employee experience. And specifically how employee experience is the new frontier for service design.

More and more organisations start to see that in order to deliver a great customer experience they also need to provide a great employee experience.

Robert explains how you as a service designer can help to shape these employee experiences.

This is an extended episode as we wanted to go in-depth so I hope you can appreciate it :)

Know someone who might be interested in what we've discussed? Share this episode with them!

That way you'll help to grow the Service Design Show community and help me to invite more inspiring guests like Robert.

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

06:30 - The first encounter with Service Design.

08:10 - Who is the service designer?

16:05 - What if service designers got involved in changes processes?

33:40 - Why employee experience?

47:10 - Big question: What is the role of service design in change?

--- [ LINKS ] ---

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

* Toucpoint Magazine: Service Design and Change Management

https://www.service-design-network.org/touchpoint/vol-11-no-3-service-design-and-change-management

--- [ PRESENTATION ] ---

You can download the slides Robert refers to in this episode using the link below.

* https://go.servicedesignshow.com/e99_slides

--- [ 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

FACEBOOK

Check the Facebook page where you'll find more content and can discuss the episodes.

go.servicedesignshow.com/facebook

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

The dominant form of design privileges certain, often western oriented norms and values. This has big ethical implications and a direct impact on the people we are designing for.

In this episode Yoko Akama shares her thoughts about how we can embrace diversity and make service design a more inclusive practice.

It's a healthy and important conversation we need to have as a community.

The topic of ethics within (service) design falls into a larger discussion about the future of our field.

Yoko poses the question how we can rise above our individual interests and shape the future of our practice as a collective.

At the end of the episode you'll learn more about the ServDes 2020 conference. Yoko is the co-chair for that event and she explains how you can become part of it.

If you know someone who might be interested in what we've discussed please share this episode with them.

That way you'll help to grow the service design show community and help me to invite more inspiring guests like Majid.

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

03:40 - The first encounter with Service Design.

05:25 - Why ethics?

16:00 - How can design accommodate diversity?

26:20 - What if we would shape service design as a collective?

37:30 - ServDes2020.org: Tensions, Paradoxes + Plurality

--- [ LINKS ] ---

* https://www.linkedin.com/in/yoko-akama-a554612/

* https://www.servdes2020.org/

* http://servicedesign.net.au/

--- [ 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

FACEBOOK

Check the Facebook page where you'll find more content and can discuss the episodes.

go.servicedesignshow.com/facebook

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

What is a service? No really, what is it? As you might imagine it's quite an instrumental question a service designer. But as it turns out, surprising little knowledge about services is embedded in our practice.

So in this episode Majid Iqbal talks about service design from the service rather than from the design perspective.

We often feel that service design is a strategic practice. Majid has a different take on that. So we talk about how strategy translates into services. And how designers can become strategists.

One of the big challenges in our field is to get people in a project aligned around a desired outcome. The holistic nature of services requires that. Majid shares a methodology called the strategic narrative that helps to do this.

Finally at the end of the episode there's a book give contest where you can win a signed copy of Majids book. Check the detail below.

If you know someone who might be interested in what we've discussed please share this episode with them.

That way you'll help to grow the service design show community and help me to invite more inspiring guests like Majid.

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

05:15 - The first encounter with Service Design.

08:40 - What if designers were strategist?

16:25 - How can we bring everybody on the same page?

24:15 - How does strategy translate into services?

35:15 - Big question: How could we make a fundamental leap?

37:15 - Book giveaway!

--- [ GIVEAWAY ] ---

We're giving away a signed copy of Majids books!

To participate in the contest head over to this episode on YouTube and leave a comment there where you have to name 3 movie references that are in the book. So you have to find someone who has a copy of the book first ;)

The contest closes on April 16th 2020 11:59pm (CEST) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner.

--- [ LINKS ] ---

* linkedin.com/in/mxiqbal/

* twitter.com/mxiqbal

* https://implementing.design/about/majid-iqbal/

* https://medium.com/@mxiqbal

The book

* https://www.bispublishers.com/thinking-in-services.html

* https://www.amazon.com/Thinking-Services-Encoding-Expressing-Strategy/dp/906369489X/

--- [ 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

FACEBOOK

Check the Facebook page where you'll find more content and can discuss the episodes.

go.servicedesignshow.com/facebook

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

Have you been following the classic design process in most your projects? Moving from research to insights and from opportunities to prototypes.

Well you're not alone because most service designers do. It's the process that has been described in many books over the years and become the de facto approach.

But what if this isn't the most efficient way to design good services? What if you could tweak the design process so that you get better results in less time? Would you be interested in that?

Perfect! Because the guest in this episode - Lincoln Neiger - shares how he has reshuffled the design process with great success.

One of the things you'll learn is why it might be smart to start with prototyping rather than design research in your projects! Imagine that :)

Have you ever heard of Service Design Gifts? Well neither did I prior to this episode. But as it appears these "gifts" are a very effective (and fun) way to create buy-in.

Kindness as a design strategy. That's the final topic in this episode. Lincoln shares how he's been spreading kindness throughout his project and how that has impacted the outcomes of his work. Spoiler alert: it's super inspiring!

If you know someone who might be interested in what we've discussed please share this episode with them.

That way you'll help to grow the service design show community and help me to invite more inspiring guests like Lincoln.

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

04:45 - The first encounter with Service Design.

08:30 - What if service designers kept design simple

14:50 - How can we spread kindness and excitement about design

22:20 - When will we make the design process more efficient

32:50 - Big question: How do we design pro-actively?

--- [ LINKS ] ---

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

* https://twitter.com/pragmasmic

--- [ 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

FACEBOOK

Check the Facebook page where you'll find more content and can discuss the episodes.

https://go.servicedesignshow.com/facebook

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

If the service you've designed goes against the existing socials structures it's bound to fail. That's why it's essential that from the very first moment you're aware of these social structures and use them in your design process.

But how you might wonder... Josina Vink has done a lot of research on this topic and in this episode she shares her most important learnings.

One of the reasons social structures are so important in service design is that they dictate interactions between people.

Organisations are, for a large part, made up of social structures. Explicit but mostly implicit ones. If you can understand these structures and shape them you're basically designing the way an organisation operates. Which is really powerful if you want to turn ideas into reality!

In service design we pride ourselves that we're always thinking about the user. But we rarely if ever design for the user as part of a larger collective. A collective like a family or a sports team. Which is quite strange if you think about it.

A user, including you and me, are always part of larger social groups. When we encounter services that are be good for us but fail to align with the needs of other people in the group, these services will not be as effective as the can be.

So when you're designing services it helps to at least be aware of the principles you need to take into account from the perspective of the collective.

The final question we address in this episode is: Can you really design a service? Or can you just design the context for the service? And if that's the case who is the one designing?

If you enjoyed this episode don't forget to share it with fellow practitioners who might find it helpful as well.

That way you'll help to grow the community and help me to invite more inspiring guests like Josina.

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

03:10 - The first encounter with Service Design.

05:20 - How can we become aware of social structures and intentionally shape them in our service design process?

13:00 - Why aren’t we already considering collectives in design?

20:15 - Who is designing?

28:00 - Big question: how can we get everyone more literate in design?

--- [ LINKS ] ---

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

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

* https://www.researchgate.net/profile/Josina_Vink

* https://en.wikipedia.org/wiki/Patch_Adams_(film)

* SDGC 19 | Dr. Josina Vink: In/Visible - Shaping Hidden Social Structures Through Service Design / https://www.youtube.com/watch?v=JCfK03drxbA

--- [ 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

FACEBOOK

Check the Facebook page where you'll find more content and can discuss the episodes.

https://go.servicedesignshow.com/facebook

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

Empathy, understanding and compassion. These words are not commonly used in many large organisations. But why? That's what we're going to find out.

Our guest in this episode, Maike Klip, has embarked on an inspiring research project to learn what it means to be a compassionate civil servant.

As an employeed of the Dutch Government herself Maike recognized the stories about organisations not having enough empathy for the people they serve.

So she got curious and wanted to understand how much empathy is enough? And if we're lacking empathy why is that? And maybe even question if we really want organisations to show more empathy... because empathy has it's flaws.

If you're sometimes frustrated with the lack of empathy from organisations this episode holds some valuable insights about the dynamics that are at play here.

And if you want to open up the conversation about empathy in your own organisation, Maike's design research method will definitely be a great addition to your toolbox.

If you enjoyed this episode don't forget to share ir with fellow practitioners who might find it helpful as well.

That way you'll help to grow the community and help me to invite more inspiring guests like Maike.

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

03:55 - The first encounter with Service Design.

05:35 - How much understanding do you need as an organisation?

13:55 - How can we have responsibility?

20:55 - What if we have an open conversation?

30:30 - Big question: How do you involve people in the design process?

--- [ LINKS ] ---

* www.linkedin.com/in/maikeveltman/

* www.klipklaar.nl

* www.debegripvolleambtenaar.nl

* 2020.govservicedesign.net

--- [ 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

FACEBOOK

Check the Facebook page where you'll find more content and can discuss the episodes.

https://go.servicedesignshow.com/facebook

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

What do CEOs need to know about design? This was the question Audrey Crane tried to answer in her latest book which carries exactly that title. Make sure you stick around till the end of the episode because there's a little surprise...

Sometimes it might seem that design is already a well established practice and field for most organisations out there. But the reality is that it's far from.

There are still (many) business leaders out there who don't have a clue what design is and more importantly how they can use it to build better companies.

So in this episode Audrey shares some of hers most successful strategies and tactics to convey the value of design.

You're also going to learn about the common mistakes people make with regards to design. Hello unicorn designer anyone? And of course what you can do to avoid these mistakes.

Finally Audrey poses the question how we can spread design beyond our small community? What's needed to break out of our design bubble? We would love to hear your thoughts in the comments!

At the very end of the episode there's a little book giveaway contest. Signed copy!

I hope you'll find this episode helpful as this is a really important topic that need to address in our community.

And don't forget to share this episode with fellow practitioners!

That way you'll help to grow the community and help me to invite more inspiring guests like Audrey.

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

03:20 - The first encounter with Service Design.

06:40 - How can we help more organisations leverage design effectively?

16:00 - What if we could help people solve the most impactful design mistakes?

27:40 - What if you could wave a magic wand and change one thing about business leaders?

36:20 - Big question: How can we reach out to people outside our bubble?

37:40 - Book giveaway contest! (read below)

--- [ GIVEAWAY ] ---

We're giving away a signed copy of Audrey's books!

To participate in the contest head over to this episode on YouTube and leave a comment there where...you share a story of an organisation who wasn't aware of what is possible with design.

The contest closes on February 20th 2020 11:59pm (CET) so make sure you submit your entry on time. If you're the lucky winner please make sure to respond to our message within 24 hours. If you fail to do so we'll pick a different winner.

--- [ LINKS ] ---

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

* https://twitter.com/audcrane

* https://www.senseandrespondpress.com/what-ceos-need

* https://designmap.com/ideas/what-ceos-need-to-know-about-design

* https://www.amazon.com/What-CEOs-Need-About-Design/dp/1703635051/

--- [ 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

FACEBOOK

Check the Facebook page where you'll find more content and can discuss the episodes.

https://go.servicedesignshow.com/facebook

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