Service Design Show

Why is it that so many service design projects still get stranded before they have been able to make an impact on customers? In this episode Linn Vizard shares her experience with what it takes to make service design real.

Linn has an interesting perspective on how we might start looking at the outcomes of service design. Because the outcome of our work almost never is an actual service... So what are the outcomes we create as a community? And how can we do a better job at communicating those outcomes?

Another thing that we explore in this episode is what would happen if we start treating the organisation as our design material? If services are the software that we design then we might see the organisation as the hardware on which they run... and in that sense it's quite important to understand the properties of this design material.

If you've ever struggled to get your service design projects beyond the concept stage than this is definitely an episode that you don't want to miss!

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 Linn.

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

04:10 - The first encounter with Service Design.

06:45 - Why are we having a hard time making it real in service design?

15:00 - How can we expand our understanding of what outcomes of service design are?

26:40 - What if the material of service design is the organisation?

37:50 - Big question: Which organisations do ongoing service testing?

--- [ LINKS ] ---

* https://twitter.com/wittster

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

* https://www.servicedesignpaths.com/blog/2020/1/2/2019yearinreview

* http://www.redjotter.com/redjotterblog/2019/1/22/64-the-mighty-designer

* Service design across borders - https://vimeo.com/334671277

* https://orgdesignfordesignorgs.com/

--- [ MORE ] ---

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

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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

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--- [ 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

Could you become a better service designer by just sharing more? According to the guest in this episode that's definitely the case!

Daniele Catalanotto has been writing and sharing a lot about what he knows (and doesn't) related to service design.

It might sound counter intuitive but Daniele argues that you first and foremost should share for your own benefit. If other people find the things you share helpful, that's great. If not then that definitely shouldn't make you share less.

Now you might think that you have nothing to share. Or that you don't have the time to share. Or that sharing won't give your any real value. Well in this episode you'll learn that these are often just false believes.

Next we dig into why so many service designers overlook the simple solutions. What would happen if we would concentrate on fixing human to human interactions before we jump into designing the next shiny new service?

And finally, as Daniele is a Swiss based service designer, we're of course going to talk about rules. Daniele shares how having a set of guiding rules helped him to deliver better work. And you'll also learn how you can create your own set of guiding rules.

The big question for you in this episode is: What can you do tomorrow to share more (and what is preventing you from doing so)?

I hope you'll find this episode helpful and if you do please consider sharing it with just one other person today.

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

Remember. Every. Share. Counts. :)

--- [ GUIDE ] ---

04:40 - The first encounter with Service Design.

07:45 - What if we would be sharing more as service designers?

17:10 - Why do we forget about relationships in service design so much?

25:10 - How many rules do we need as designers?

33:10 - Big question: What can you do tomorrow to share more?

--- [ LINKS ] ---

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

* Service Design Magazine ➜ https://service-design.co/

* A tiny history of Service Design ➜ https://service-design.co/book-a-tiny-history-of-service-design-368ed603797c

* Service Design Principles 1-100 ➜ https://store.swissinnovation.academy/book-service-design-principles-1-100

* Service Design: From Insight to Implementation ➜ https://rosenfeldmedia.com/books/service-design/

--- [ 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 if clients buying service design projects? Which is already happening if you look closely.

It's not that the appetite for service design work is getting smaller. On the contrary. More and more clients see the need to do service design.

Rather it's the fact that clients are building in-house service design teams and taking on the work themselves. This requires agencies to rethink how they are going to add value in the future.

In this episode Emma Aiken-Klar, who is the SVP Human Insights at Idea Couture, which is part of Cognizant Interactive, shares her experience with moving away from service design projects and embarking on a new type of client engagement. A type of engagement which is quite liberating and aligns much better with the true nature of service design.

Next to this Emma also talks about the influence of AI on the design of services. How can we use AI in our service design practice in a responsible manner and make sure it's inclusive.

Finally we dive into the world of anthropology. With less and less opportunities to work on the fuzzy front end of challenges the question becomes what value can ethnographic research add in later stages of the design process? As an experienced practitioner Emma has some interesting thoughts about this.

If you found this episode helpful please consider sharing it with just 1 other person you know.

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

Remember. Every. Share. Counts

----- [ GUIDE ] -----

03:20 - The first encounter with Service Design.

05:05 - How can we use AI to innovate services and experiences design?

16:20 - What if clients slowly stop wanting to buy service design and instead wanting to do it themselves?

27:05 - How far across the design arc does anthropology span?

35:20 - Big question: How is service design evolving?

----- [ LINKS ] --------

* https://www.linkedin.com/in/emma-jo-aiken-klar-phd-b48b052/

* https://ideacouture.com/bio/emma-aiken-klar/

* How Anthropologists Create Better Experiences - https://www.youtube.com/watch?v=vCEvaxyT_aI

* Advancing the Value of Ethnography in Industry- https://www.epicpeople.org/

----- [ 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

When is a challenge really out of scope for a service designer? What's the point where it becomes obviously too far fetched?

As designers we are overly optimistic. In general we don't shy away from new challenges.

It doesn't really matter if we haven't worked on a similar challenge in the past as we'll just figure it out as we go along.

This confidence in being able to solve any challenge often feels like a superpower. But it's also a major pitfall.

Are we as service designers overly optimistic in taking on organisational challenges? Are those kind of challenges really part of our job?

Simon Mhanna recently wrote a provoking article to stir up the much needed debate around this and in this episode you'll hear what he has to say.

We also discuss why it's so hard to implement service design work within organisations.

What kind of skills do organisations need to develop and put into place in order to increase the chance of ideas actually getting turned into action?

We'd love to have you join in this important conversation.

So leave a comment sharing your thoughts about the scope of service design!

If you found this episode helpful please consider sharing it with 1 other person you know.

Every. Share. Counts. :)

----- [ GUIDE ] -----

03:00 - The first encounter with Service Design.

08:45 - Why are we having challenges embedding service design work?

17:45 - How can we build the skills within the organisation to sustain the service design work?

25:10 - What if service design is not the catch all practice?

34:10 - Big question: What is out of scope for service design?

----- [ LINKS ] --------

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

* https://themoment.is/service-design-is-not-enough/

----- [ 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

There's a good bit of tension in most service design projects. Often caused by factors that aren't obvious when you start.

Factors like the fact that designers bring a quite different approach, attitude and mindset to the table.

Your typical "they just don't get it" (coming from both sides) is a pretty strong indicator that there's some tension in the room.

In this episode Sarah Schulman shares how she and her team at InWithForward have found a way to embrace this tension. And actually use it to deliver better outcomes for their clients.

At InWithForward Sarah works on major social challenges which often require you ask the tough and uncomfortable questions.

Questions that also shine a light on the dark side of design. For instance who will suffer from the solution we're designing now?

But asking these questions early and often is the way to break through existing paradigms and create solutions that are more effective.

This episode ends with a big question.

What does it mean to do purposeful work?

Sarah and I would love to hear your take on this. So head over to the episode on youtube and leave a comment over there.

If you found this episode helpful please consider sharing it with 1 other person you know.

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

Every. Share. Counts. :)

----- [ GUIDE ] -----

03:45 - The first encounter with Service Design.

05:25 - How can we enable great partnerships with clients?

11:35 - Why should we consider ethical implications in design?

21:00 - How can we recognise that tension is an inherit part of creativity?

32:15 - Big question: What does it mean to do purposeful work?

----- [ LINKS ] --------

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

* https://inwithforward.com/

----- [ 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

Co-creation is still an ad-hoc activity in most organisations rather than something which is deeply embedded into the operating system. How can we change that and take co-creation to the next level?

In this episode you're going to get some inspiration from Swiss direct democracy. I bet you didn't see that one coming.

Peter Horvath has studied how the Swiss have embedded co-creation into their democratic system. A system which has been operating for about 150 years now.

Involvement of customers was for a long time considered an unconvinient distraction by organisations.

Then slowly but surely organisations started to involve customers inn their product and service development.

Now we're seeing organisations who use customers as strategic partners who help them to shape the future. Just like the Swiss are doing with their citizens.

But there are some important things you need to get right before you can adopt this next level of co-creation in your business.

And in this episode you'll learn exactly what those thinsg are!

If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know.

Every. Share. Counts. :)

----- [ GUIDE ] -----

03:30 - The first encounter with Service Design.

05:10 - Why do we know so little about direct democracy?

13:45 - How can we embed co-creation more strongly in organisations?

21:35 - What If we could use the Swiss direct democracy model in a commercial setting?

38:30 - Big question: Do you see that senior management is devoted to including customers at a higher level?

----- [ LINKS ] --------

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

* https://swiss-service-style.com/

* https://medium.com/@petertamashorvath/swiss-service-style-a-co-creation-model-aaecd6c8f2fc

* https://www.meetup.com/Digital-Strategy-and-UX-meetup-Geneva/

* https://www.service-design-network.org/chapters/switzerland

----- [ 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

Customers don't care about your internal departments. They only care about the experience they have with your service.

So in order to deliver great services you need to organise around your customer. Not the other way around.

But breaking down internal silos is easier said than done. Many have tried and failed. Big time.

In this episode you'll learn from Emma Laurentz how customer insights can help to build those much needed internal bridges.

Because when used in a smart way customer insights are one of the most powerful instruments you have to gently force stakeholders cross the borders of their own department.

So the question then becomes what does it take to get the most value out customer insights? How can you best harness their secret powers?

That's what you're going to find out in this chat with Emma!

If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know.

Every. Share. Counts. :)

----- [ GUIDE ] -----

03:00 - The first encounter with Service Design.

04:30 - What if organisations would work in a cross-functional way?

12:15 - How can we create more value through customer insights?

22:10 - Why should we try to aim for a common language?

29:15 - Big question: what prototyping methods are you using

----- [ LINKS ] --------

* https://www.linkedin.com/in/emma-laurentz-9208331a/

*

----- [ 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 is the best place for an internal service design team so that it can bring the most value to the organisation? A question which is becoming more and more important. Even if you're with an agency or freelancing. Because knowing where service design fits into the organisational structure allows you to help your clients more effectively.

Judy Mellett leads an internal team at Telus. In this episode we talk about the benefits and the downsides of being close to the day to day operation. And whether it helps to be at a distance in a stragic role.

Futhermore Judy shares her experience in tackling a massive challenge using service design: Improve the educational system in british columbia Canada. If you're interested to learn more about that check out the talk Judy gave at the Service Design Network Global Conference 2019. You'll find links to that presentation down below.

Finally we explore how far and wide service design (and / or design thinking) can reach. Which challenges should we address next as a community? And which challenges should we stay away from?

If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know.

Every. Share. Counts. :)

----- [ GUIDE ] -----

03:30 - The first encounter with Service Design.

10:15 - Why should we enable and invest in educating the next generation thinkers about the design thinking processes, philosophy and mindset?

19:15 - What are the benefits and tractions of a design team that is embedded?

35:35 - How far and wide can design thinking be applied?

44:15 - Big question: Where do you see design?

----- [ LINKS ] --------

* https://twitter.com/judymellett

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

SDGC19 | Judy Mellett & Eleanor Liddy: Designing for Public Education

* https://www.youtube.com/watch?v=0dZ5M4a6z_g

* https://twitter.com/ddunneDesign

----- [ 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

In this episode you'll learn about some time and cost effective ways to do proper user research inspired by the world of copywriting.

Successful conversion copywriter Joel Klettke takes you along his process to craft copy which deeply resonates with readers.

As you'll hear that process evolves for a large part on conducting user research in order to understand the people you're going to write for.

The similarities between how Joel does research and the way we do it as service designers is sometimes uncanny. There's just so much overlap that you wonder why our paths haven't crossed before.

We also talk about how Joel is able to convince clients to do user research. Even when they think they know everything there is about their customers.

Stepping outside the world of service design is sometimes the best way to improve our practice and this episode is I think a great example.

If enjoyed this episode and found it helpful please consider sharing it with just 1 other person you know.

Every. Share. Counts. :)

----- [ GUIDE ] -----

03:10 - The first encounter with Service Design.

04:10 - Why should Service Designers care about what a copywriting can teach them about customer research?

12:25 - How much do you need to know about a customer?

21:25 - How can we go and get this information in a cost and time effective way?

33:55 - Big question: Which research tools could we use from the copywriters toolkit?

----- [ LINKS ] --------

* https://twitter.com/JoelKlettke

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

* https://businesscasualcopywriting.com/

* https://www.typeform.com/

* https://copyhackers.com/about-copy-hackers/

* https://cloud.google.com/natural-language/

* https://www.hotjar.com/

*

----- [ 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

Are you saying that I have to stop practicing Human Centered Design? Well yeah that's basically the answer.

According to Nik Parekh human centered design has brought a lot of positive change to the world but it's not sustainable. And to be honest Nik isn't the first one to make this argument. Former guests like Mauricio Manhaes and Anab Jain have also made a similar plea.

We have to adopt a different design approach which is even more inclusive... Nik shares some inspiring examples how we can do that.

The other topic you'll learn about in this episode is the one of #standardisation. Especially how far can you standardize the service experience without losing touch with the local context? This doesn't only apply to services offered by global brands... this applies to every service provider because local might be as small as your street!

Finally talks about the next frontier for designers which is #law. I didn't see that one coming either. But it's interesting to think about what would happen when privacy policies, terms of use and yes even laws would be the outcome of a design process. In which way would the result be different than what it is today?

** Pass It Forward **

If enjoyed this episode and found it helpful please consider sharing it with just 1 other person you know. Every share counts.

----- [ GUIDE ] -----

04:30 - The first encounter with Service Design.

06:10 - How far can we take standardisation within service design?

14:25 - Why human centered design?

25:30 - When will designers be law makers?

33:30 - Big question: In what areas can designers as lawmakers make an immediate effect?

34:30 - Book giveaway contest

----- [ LINKS ] --------

* https://www.nikparekh.com

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

* https://twitter.com/imNikParekh

* https://medium.com/@nikparekh

* https://www.beyondmeat.com/products/the-beyond-burger/

----- [ 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