Service Design Show

Is all service design ** good ** service design? If we assume it isn't how do you recognise what's good and what's not?

In this you'll learn about the importance of ethics in design. Because it's your moral compass that guides you forward when you have to make decisions which require certain trade offs. The guest in this episode James Samperi talks about how they are developing a manifesto to help them in this process.

We also talk about craft within service design. A topic that we've addressed in past episodes but it keeps coming back. The reason is that a lot of people are still unsure what the practice of service design entails. It's important that we're as a professional field are able to articulate what the traits are of a good service designer, service design team and service design project.

The final topic is connected to the previous one. We're seeing that service design is becoming more and more fragmented. There are different "flavours" of it appearing on the market. Agencies that focus purely on digital service design, others who just focus on training and there's group who preaches the holistic version of it. Diversity can be great but it can also work against us for instance when clients get confused and end up buying the wrong flavour...

As you'll hear James is someone who's been in the field for a long time. The questions and observations he shares are deeply rooted in practical experience. I hope you'll enjoy the episode and learn a thing or two.

** 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 ] -----

04:15 - The first encounter with Service Design.

07:10 - Why design ethics?

17:45 - How can we get into a conversation about design craft in service design?

28:20 - How can we help clients to buy service design in a more informed way?

38:15 - Big question: How do we retain what made design special in the first place?

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

* James on LinkedIn ➜ https://www.linkedin.com/in/jamessamperi/

* James on Twitter ➜ https://twitter.com/jamesamperi

* Engine Service Design ➜ https://www.enginegroup.co.uk/

* Customer-Driven Transformation (book) ➜ https://go.servicedesignshow.com/dumw3

* Strategy Safari (book) ➜ https://go.servicedesignshow.com/3rt-s

----- [ 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 happens when you start using spaces as a distinct design material rather than a just designing a space? That's exactly the question Scott Witthoft is has been exploring for the last decade.

Scott wrote the book Make Space along with Scott Doorley back in 2012 to provide a starting guide on how we can take control of the spaces around us and shape them in a way they support our needs. We talk about what has happend since the book was published and what Scott has learned years that have gone by about this topic.

In this episode we also explore the notion of prototyping spaces. Scott shares his ideas on how to actually do that. And as you'll learn according to Scott prototyping should be treated with the same care and intent as the final output. You cannot slack here if you want your prototype to yield some useful results.

Finally we dig into the world of small-scale builders. Especially people who create high end guitars. We look at what we can learn as designers from how this community practices and shares their craft.

The topics in this episode are on the fringes of service design. Because that's the place where we can find most inspiration! :)

** EVERY SHARE HELPS **

If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well.

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

06:00 - First encounter with Service Design.

08:00 - When will organisations use space as a design tool?

18:15 - How do we use our practice to demonstrate our practice?

28:45 - What can we as designers learn from small-scale builders?

39:15 - Big question: What does it take to call yourself a service designer?

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

* Scott on LinkedIn ➜ https://go.servicedesignshow.com/c_-v2

* Scott on Twitter ➜ https://twitter.com/scaevolae

* Make Space (book) ➜ https://go.servicedesignshow.com/b1xmc

----- [ 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

Wouldn't it be great if we could get the design approach into the hands of many more people and empower them to improve their life? Keneilwe Munyai is on an inspiring mission to get design out of the corporate lab environment and make it accessible to people in rural areas of Africa.

In this episode we talk about the barriers that we've put in place that make design less inclusive at this moment. And of course what we can do to break down these barriers. Because we can't afford to restricted design a small privileged group of people.

Next up on is the topic of sustainability. There's a lot of talk about designing for sustainability but not so much action according to Keneilwe and that needs to change. We go over some strategies to actually make sustainability and integral part of your design process. Not hard, but super important.

Finally it's all about redesigning education. Too many students end up finishing school with a degree but unemployed. As a program manager for the d-School in Cape Town Keneilwe constantly thinks about how to design a curriculum that allows students to contribute to their environment right after they graduate. Or even better during their study. The key is to close the gap between the classroom and the outside world.

Did I mention that we only touched upon big topics in this episode? Enjoy! :)

** EVERY SHARE HELPS **

If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well.

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

03:45 - First encounter with Service Design.

05:20 - What if we democratised design thinking?

16:05 - How can we design for sustainability?

23:50 - When will we develop a context relevant curriculum that empowers young people?

32:50 - Big question: What does service design offer?

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

* Keneilwe on LinkedIn ➜ https://go.servicedesignshow.com/q32k_

* d-school Cape Town ➜ https://go.servicedesignshow.com/ad7a6

----- [ 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

Once you start working as a service designer you'll quickly realise that climbing up the corporate ladder isn't the typical career path. Usually there is no "up the ladder" for service designers... So how do you make sure you don't get stuck in your career after a few years.

The guest in this episode, Angela Yeh, has 20 years of experience helping designers to navigate their career. She works in the super interesting chasm between employers and design talent.

In this episode Angela shares why a lot of designers struggle to communicate the unique skills they bring to employers. And as a result of this don't get the opportunity to show what they are capable of. Angela has a few helpful tips on what you can do to explain the value you create even when an employer doesn't know a lot about design.

We also talk about the conditions which are needed for designers to thrive. And how to handle situations where these conditions are not (yet) in place. As Angela says it's not so much about the maturity stage of design within a business but much more about the willingness to invest in it.

Finally we take on the employer perspective and discuss how what goes through their mind when looking for design talent. Because when you better understand what's going on at the other side of the table you increase your chance of finding the job you'll love.

** EVERY SHARE HELPS **

If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well.

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

03:30 - First encounter with Service Design.

05:30 - Why relating to design?

12:45 - How can we create a career where we’re thriving?

22:00 - When will companies hire design talent?

30:15 - Big question: Where do you see the need for service design?

----- [ LINKS FROM THE EPISODE ] --------

* Angela on LinkedIn ➜ https://go.servicedesignshow.com/3-blx

* Yeh IDeology ➜ https://go.servicedesignshow.com/et9bv

* Thrive by Design ➜ https://go.servicedesignshow.com/q9k84

----- [ MORE EPISODES ] -----

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

How come we as customers rarely feel truly served even when we're surrounded by services? What has caused the disconnect between services and actually serving people. And more importantly how can we reverse this?

That's what you'll in this episode with Joel Bailey. Joel is a true service design pioneer who can be credited for starting the notorious service design drinks and thinks events in the early days.

We explore how the quest for efficiency has create a big gap in most organisations between us as consumers and the people who are delivering (and often designing) the service. Organisations who want to be more customer centric need to find ways to close that gap and Joel shares some ideas on how to do that.

The other big topic we discuss in this episode is the one of scaling service design. Yes it's a topic that has been debated often on the Show lately.

Joels take on this is that we when focus on scaling service design we are bound to fail. What we should do instead is focus on scaling the design of services. This approach opens a vast pool of talent. And that's a good thing because according to Joel we do need an army of people with an army of skills.

** EVERY SHARE HELPS **

If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well.

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

04:50 - The first encounter with Service Design.

07:30 - How can we reconnect people to people?

17:15 - When will we scale service design?

31:40 - How far are we on our road to talent growth?

39:05 - Big question: Where should Service Design agencies go next?

----- [ LINKS FROM THE EPISODE ] -----

* Joel on LinkedIn ➜ https://go.servicedesignshow.com/9qxyj

* Sam Walton: Made In America (book) - https://go.servicedesignshow.com/esf_k

----- [ MORE EPISODES ] -----

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 Patrick Bach shares his learnings about what it takes to successfully build and lead a service design that is able to create sustainable value within a large corporate.

We talk about the need to expand our existing service design toolkit with new tools and methods. This might mean that we need to tap into areas like behavioural economics and lean six sigma. Collaborating much more with people who wouldn't necessarily call themselves service designers.

Next we addresses the question: Where do good service designers come from?

Patrick has a lot of experience hiring people for his team. So he's learned a thing or two about the background and characteristics of people that tend to fit well into this role.

The big challenge for people who lead service design teams is how do you keep everyone on board and engaged? Because as you'll learn in this episode service designers aren't really interested or motivate to climb up the corporate ladder.

Finally we talk about the kind of leadership that leads to service design teams performing to their full potential. How much guidance is required and how much freedom should be given. Patrick shares some great insights about this.

** EVERY SHARE HELPS **

If you enjoyed this episode consider sharing it with 1 person today who might have find it helpful as well.

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

03:25 - First encounter with Service Design.

07:25 - How might we integrate new methods into the service design toolkit?

16:40 - Who are the people that choose career paths in service design?

25:50 - How much do we need to lead our service design teams?

36:20 - Big question: How can we better articulate the value we bring?

----- [ LINKS FROM THE EPISODE ] -----

* Patrick on LinkedIn ➜ https://go.servicedesignshow.com/u8_04

* Service Design Canada ➜ https://go.servicedesignshow.com/phbez

* Service Design Network Global Conference 2019 ➜ https://go.servicedesignshow.com/0-kas

----- [ MORE EPISODES ] -----

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 can service designers learn from how different industries, different markets and even different countries respond to the value of our field? Because as you know not everyone perceives the need for service design in the same way we do.

In this episode Slavo Tuleya shares his experience from setting up an innovation lab focussed on mobility services in China. Slavo has a nice comparison as he previously setup a similar lab in Europe.

It might not come as a big surprise that the perception of service design in China is different compared to other parts of the world. But it's not just the perception. It's also way you need to work as a service designer.

A specific thing we talk about is how you collect feedback within your design process. Collecting feedback from users and stakeholders is vital in order to make sure you're on the right track. But what if people aren't used to giving feedback? How can you still collect the data you need?

And finally we also discuss why it is so important to be able to actually show what service design looks like in practice and have tangible evidence of the work that you've done. Because if you want to give people the confidence to work with you showing theoretical models just won't cut it. You need to show dirty hands.

EVERY SHARE HELPS

So if you know someone who might be interested in the topics we've discussed in this episode make sure to share it with them.

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

04:00 - First encounter with Service Design

05:10 - Why is the perception of service design different in different markets?

12:30 - How many feedback mechanisms are enough?

21:20 - When will we let people experience service design on the inside?

29:20 - Big question: How do different industries respond to service design?

----- [ LINKS FROM THE EPISODE ] -----

* Personal site ➜ https://go.servicedesignshow.com/89rx4

* Slavo on LinkedIn ➜ https://go.servicedesignshow.com/z58ht

* Kiuub Studio ➜ https://go.servicedesignshow.com/w6phv

* Service Design CZSK ➜ https://go.servicedesignshow.com/0z9fd

----- [ MORE EPISODES ] -----

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

Service Design can be a great driver of value. Not just for businesses but for a whole nation. Knowing this one might wonder how you can accelerate the pace at which service design spreads and is adopted by a community. As the CEO of the Danish Design Centre Christian Bason thinks about this every day.

Spreading service design requires growing both the demand side and the supply side. More organisations need to be interested in applying service design to solve their challenge and there need to be enough skilled service designer to work on those challenges. In this episode Christian shares his perspective on how to that.

Have you ever considered the outcome of service design to be new business models? Christian argues that that's actually a really important aspect of our practice and we should embrace it even more. We discuss the implications of what it means for you.

At the end of the episode we're also doing a book giveaway! Read down below how you can get your hands on a signed copy of one of Christians books.

Leave a comment or send me a message on LinkedIn!

P.S. If you know someone who might be interested the things we've discussed make sure to share the episode with them!

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

02:30 - First encounter with Service Design

03:40 - How far can service design reach?

12:45 - What if we would see new business models as design outcomes?

23:15 - How can we develop policies that accelerate and stimulate the use of service design?

31:15 - Big question: What is the role of service design in a digital context?

32:20 - Book giveaway!

----- [ LINKS FROM THE EPISODE ] -----

* Christian on LinkedIn ➜ https://go.servicedesignshow.com/j53se

* Danish Design Centre ➜ https://go.servicedesignshow.com/w6qxu

----- [ MORE EPISODES ] -----

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

------ [ BOOK GIVEAWAY ] ------

So we're giving away a signed copy of one of Christian's books. All you need to do to participate in this giveaway contest is to leave a comment down below before June 13th 2019 11:59pm (Amsterdam 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.

----- [ 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

Human Centered Design is getting a lot of attention these days. But what are we giving up if we put the human at the center? What are the limits of our current practice?

In this episode Anab Jain shares her perspective on why we need to look beyond human centered design. Or at least augment it with more holistic view.

Next we challenge the notion of the designer as problem solver. Are we really solving problems or are we creating more and maybe even more complex challenges?

Anab advocates that we adopt a more humble and probably realistic attitude.

This is definitely a though provoking episode that will most likely change your mindset about our current practice.

If you know someone who might be interested the things we've discussed make sure to share the episode with them.

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

03:00 - How can we as designers not think about climate change?

09:30 - What if we give up the idea of human centered design?

19:00 - How far can we live with the hybris that we are problem solvers?

25:45 - Big question: What inspires you?

----- [ LINKS FROM THE EPISODE ] -----

* Anab on LinkedIn ➜ https://go.servicedesignshow.com/vmmje

* Superflux ➜ https://go.servicedesignshow.com/wt290

* Yellow Chair Stories ➜ https://go.servicedesignshow.com/6eeht

----- [ MORE EPISODES ] -----

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

Is Service Design a true distinctive design discipline? According to Lara Penin it certainly is. It's certainly a topic that evokes a lot of debate in our community.

The transdisciplinary nature of service design often makes it hard to point out the craft in our work. Also the fact that we don't have a tangible design material doesn't make things any easier. But in this episode we explore what makes service design a distinctive design discipline.

Lara also explains why service design is actually a lot about designing people. It's about designing the way people work. We should be really conscious about the consequences our designs can have on the lives of people.

For that we must let go of abstracts like personas and really understand the people we're designing for as people. As simple as that might sound it's actually not that easy at all.

Finally we talk about the advanced mindsets in service design which are needed to make real and sustainable impact. These mindsets are going to help you go beyond the tools and methods. It's our role as a community to shine a light on these mindsets and show the world that this is what goes on below the surface of service design.

What's your biggest takeaway from this episode?

Leave a comment or send me a message on LinkedIn!

P.S. If you know someone who might be interested the things we've discussed make sure to share the episode with them!

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

04:45 - Book giveaway!

05:15 - The first encounter with Service Design.

08:45 - How much design is there in Service Design?

17:45 - Who are the people behind the services we use?

24:30 - How can we define advanced mindsets for Service Designers?

34:30 - Big question: What is your politics as a Service Designer?

----- [ LINKS FROM THE EPISODE ] -----

* Lara on LinkedIn ➜ https://go.servicedesignshow.com/84sc8

* Parsons School of Design ➜ https://www.newschool.edu/parsons/

* DESIS Lab ➜ https://go.servicedesignshow.com/n66dc

* Designing the Invisible (book) ➜ https://go.servicedesignshow.com/f57mu

----- [ MORE EPISODES ] -----

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

------ [ BOOK GIVEAWAY ] ------

So we're giving away a signed copy of Lara's book called "An Introduction to Service Design: Designing the Invisible".

All you need to do to participate in this giveaway contest is to leave a comment down below before May 9th 2019 11:59pm (Amsterdam 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.

----- [ 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