Service Design Show

DesignOps. This is a big topic these days. It basically boils down to the question how can you support design teams to be more impactful? What types of structures and processes can we put in place for that? In this episode Bernardo Torres shares his findings around this topic.

The topic of DesignOps strongly ties in to the topic of leadership. In order to build and scale highly impactful design teams we need to redesign leadership as well. Leadership can't operate anymore in the models that originate from the industrial revolution.

Finally we talk about some big misconceptions around employee experience. The notion of employee experience requires that we separate one self into a person who's at work and someone who isn't. Which doesn't seem to make a lot of sense. So how do we approach employee experience in a way that appreciates and recognises people as a whole.

I really believe that this is an episode which really gives you a glimpse into the topics that will dominate the design agenda for the coming years.

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EPISODE GUIDE

03:50 - The first encounter with Service Design.

06:30 - Why do we need DesignOps?

13:30 - How can we redesign leadership?

23:30 - How can we take employee experience to the next level?

32:20 - Big Questions: How can you deliver more impact?

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LINKS FROM THE EPISODE

* Bernardo on LinkedIn ➜ https://go.servicedesignshow.com/200am

* http://noescomun.com/en/who-we-are/

MORE 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

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What is service design? A question that is keeping the community busy up till today. And probably the foreseeable future. In this episode Søren Bechmann talks about his journey how he tried solve this question for once and for all.

Søren has formulated a new definition for service design. A definition that might surprise you!

Next to that we talk about how the ever growing focus digital solutions is pushing the human aspect out of the things we do. Is digital always a better answer?

Finally we address the big topic of implementation within service design. Why is it so that so many projects strand when it the times comes to implement and what can we do to change that?

Did you enjoy this episode? Don't forget to LEAVE A COMMENT down below 👇

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EPISODE GUIDE

03:40 - The first encounter with Service Design.

04:50 - Why do we need a new definition for Service Design?

14:00 - How can we challenge the digital solution?

24:20 - What can we do to increase the chance that our ideas get implemented?

37:20 - Big Questions: Is service design just another buzzword?

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LINKS FROM THE EPISODE

* Søren on LinkedIn ➜ https://go.servicedesignshow.com/khct2

* https://www.sorenbechmann.com/

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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.

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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

The more you try to please your customers the lower the valuable perception of your service will be. Yutaka Yamauchi has studied the service of sushi restaurants and found the most valuable services are the ones that are a struggle for customer. These are services that are somewhat intimidating. The challenge for the designer is to find the perfect balance between human centered design and human decentered design.

We also talk about why customers are not just merely the input in the co-creation part of a service. The key to designing great services is that you consider the customer to be an output of your service.

Finally we talk about why it's not enough to look at the business and user part when designing a service. Service designers also need to take social and cultural trends into account when designing a service to be truly successful.

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EPISODE GUIDE

02:55 - The first encounter with Service Design.

04:05 - Why are some services intimidating?

11:30 - Who are the customer that you try to satisfy?

22:00 - Why do we put the word service in front of design?

30:45 - Big Question: How can you design a service like Starbucks?

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LINKS FROM THE EPISODE

* https://www.yamauchi.net/

* Yutaka on LinkedIn ➜ https://go.servicedesignshow.com/q1r16

* The secret behind services (TEDx talk) ➜ https://go.servicedesignshow.com/pmggh

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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 can we use Service Design to drive business innovation? And how is that different from using service design to drive social innovation for instance? In this episode professor Yong-Se Kim shares his perspective on this topic.

You'll also learn how we can use computer aided tools to enrich and support the service design process. This is not just about digitalising post-it notes. It's about things like helping us to model human relations and interactions using technology.

Finally we address how new technology could help to better evaluate the user experience in real-time. This would open the gates to design services that are customised and tailored on the fly. We're not there yet but it's an inspiring topic to think about and explore!

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EPISODE GUIDE

02:20 - The first encounter with Service Design.

04:15 - How much is service design actually done for business innovation?

13:30 - What if you could use a representation of customer activities to support the service design process?

23:10 - How can we evaluate the user experience in a more useful way?

33:00 - Big Question: how would you like to capture and represent your own knowledge?

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LINKS FROM THE EPISODE

* Yong-Se on LinkedIn ➜ https://go.servicedesignshow.com/r5zdg

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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's a key ingredient in order to be able design great services? It's that you need to deeply understand the social context and cultural norms that exist.

In this episode Diego Mazo clearly exemplifies why this is so important in service design by looking at the differences between Spain and Colombia.

We also dig deeper into the current state of service design in Latin America and Colombia in particular. What is driving the growth of the field there? And what can you learn from that!

Finally we talk about the changing role of academia and how that relates to the work done by practitioners. Can they live in peace and find a healthy partnership?

The BIG question in this episode is...

Is there a difference between the application of service design in large cooperations compared to when service design is applied in a startup environment?

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EPISODE GUIDE

02:10 - The first encounter with Service Design?

03:30 - Why context so important in Service Design?

11:00 - What is the maturity level of Service Design in Colombia?

19:20 - What if we change the current role of academia?

26:50 - Big Questions: what is the difference in service design for corporates versus startups?

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LINKS FROM THE EPISODE

* https://www.diegomazo.com

* https://www.linkedin.com/in/diego-mazo-28a7552a/

* https://medium.com/@dmazorosete

* https://twitter.com/dmazorosete

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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

https://servicedesignshow.com/free-course

Think about it... already back in the 60s companies were designing and delivering great service. That was way before service design or design thinking caught on with the masses. So how did they do it back then? What was their strategy for success? And what can we learn from that today.

In this episode Victor Lidoy shares his experience as a design director at LATAM Airline which has been in the game of delivering a service for over a century now.

We also discuss what kind of incentives companies can put into place as to facilitate good design? What are the triggers that accelerate the adoption of a customer centric mindset and way of working.

Finally we talk about why designers should just do design but talk business!

The big question in this episode is...

How would you embed design in a process driven organization?

Leave your thoughts in the comments! And join the conversation.

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EPISODE GUIDE

01:50 - The first encounter with Service Design.

03:30 - How did they manage to design great services before design thinking appeared?

14:05 - Why should we care about the incentives a company has to deliver good design?

25:00 - Talk business and do design?

32:40 - Big Questions: How would you embed design in a process driven organization?

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LINKS FROM THE EPISODE

* Victor on LinkedIn ➜ https://go.servicedesignshow.com/nru5w

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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

https://servicedesignshow.com/free-course

Airports are a stresful enviroment. A lot of things happen and people are always in a rush. How can you impact the actual passenger experience as a service designer in these conditions.

In this episode Stine shares her most important lessons she's learned being the Service Excellence Director at the Copenhagen Airport.

We also talk about how to use customer feedback to drive change and innovation without huge budgets or large in-depth studies.

And finally you'll learn how what it takes to translate high level strategy into the daily operation. Making sure that strategy isn't just a nice poster on the wall but really something that really impacts how you operate as an organisation.

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EPISODE GUIDE

02:10 - The first encounter with Service Design.

03:30 - Why use customer feedback?

13:15 - What if you need to design an experience in a high stress environment?

22:20 - How can we make strategy work?

30:30 - Big Questions: What was your best airport experience?

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LINKS FROM THE EPISODE

* Stine on LinkedIn ➜ https://go.servicedesignshow.com/r8vj1

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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

https://servicedesignshow.com/free-course

What's the value of creativity in a world that is filled with ideas? How do you know which ideas are valuable and which ones are just noise? Roberto Verganti talks about the lost art of critical thinking and why we need design critique today more than ever.

If you had to delete all the apps on your phone and were allowed to just keep one? Which one would you choose? Your goal as a designer should be to deliver that app (or product or service). But what's the secret to designing apps, products and services that people actually LOVE?

And finally we discuss what it would take to get people more engaged in innovation. Because when people are more engaged the chance of ideas actually getting implemented increases exponentially!

During this episode we also announce a giveaway contest where you can win a unique signed copy of Roberto's latest book called Overcrowded! Check the episode on YouTube for all the details.

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EPISODE GUIDE

04:15 - The first encounter with Service Design.

06:30 - Who are the creative people in a world where everyone is creative in a way?

16:00 - How can we design services and experiences that people love?

27:40 - What if we would find new ways to engage people in innovation?

34:40 - Book giveaway contest!

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LINKS FROM THE EPISODE

* Roberto on LinkedIn ➜ https://www.linkedin.com/in/roberto-verganti-95880410/

* Overcrowded: Designing Meaningful Products in a World Awash with Ideas (book) ➜ https://amzn.to/2Bvd38Q

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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

https://servicedesignshow.com/free-course

There is a design revolution going on in the US government. More and more government agencies are adopting design to create and deliver more human centered services.

In this episode Jeneanne Rae talks about what is driving this quick adoption of design and what's needed to accelerate it even further.

We discuss the value design brings to government and how to clearly communicate that value to stakeholders.

And finally we touch upon some of the challenges that are associated with spreading design across government.

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EPISODE GUIDE

02:02 - The first encounter with Service Design.

03:36 - What is the state of design in the government space in the United States

11:35 - What is the value of design to government agencies

21:20 - What are the challenges associated with this kind or transformation

29:20 - Big question: How do you spread the use of service design

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LINKS FROM THE EPISODE

* Jeneanne on LinkedIn ➜ https://www.linkedin.com/in/jeneannerae/

* Center for Government Insights ➜ https://go.servicedesignshow.com/36xqp

* 18F ➜ https://18f.gsa.gov/

* Design Value Index ➜ https://go.servicedesignshow.com/-d-ex

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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

https://servicedesignshow.com/free-course

What does it mean to design healthier societies? And what's actually needed in order to do that... just one of the things Jorge Arango talks about in this episode.

Have you ever considered how contexts influence our behaviour? We've known this for quite some time in architecture and have become quite well at delivering physical contexts that are fit for purpose.

But it seems that we still have a way to go when it comes to designing digital contexts. One of the challenges with this according to Jorge is that we're designing too much for the short term and don't consider the long term effects.

Finally we talk about how language has become the primary design material these days. And how you can get into some serious trouble when you don't use this material in a mindful way. Is the news feed on Facebook really a *news* feed?

The BIG question Jorge poses is...

"How might you help stakeholders avoid unintended consequences?"

Not bad, you actually read the description of this episode! Now go and enjoy the episode :)

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EPISODE GUIDE

06:00 - The first encounter with Service Design.

09:30 - When will we start designing for healthier societies

22:35 - How can we make sense of the contexts that we are creating in the world

31:35 - What is the effect of language on the contexts that we design

43:50 - Big question: How might you help stakeholders avoid unintended consequences

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LINKS FROM THE EPISODE

* Jorge on LinkedIn ➜ https://go.servicedesignshow.com/pemr_

* Personal site ➜ https://jarango.com/

* Living in Information - Responsible Design for Digital Places (book) ➜ https://go.servicedesignshow.com/n14a6

* Finite and Infinite Games (book) ➜ https://amzn.to/2LAL2k2

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

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

https://servicedesignshow.com/free-course