Service Design Show

What happens after everyone has gone through a service design or design thinking training? What's next?!

Gerry Scullion hosts the This is Human Centred Design podcast (go check it out!) and knows a thing or two about doing Service Design.

In this episode we talk about how we can democratise service design and make it even more inclusive. Inviting even more people from outside the field to participate.

We also touch upon the brand of Design Thinking. There seems to be a growing number of people in the design community that raise big question marks when they hear this term. But according to Gerry there is some (a lot) of value in Design Thinking as a brand.

Finally we discuss what it means to successfully embed service design in an organisation. Is having a dedicated team enough or should we take a different approach to this?

The BIG question in this episode is...

"Does accreditation of service design matter?"

Reach out to me on LinkedIn if you enjoyed this episode. I would love to hear from you!

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EPISODE GUIDE

04:08 - The first encounter with Service Design.

05:40 - Why the democratisation of design is important?

12:12 - Why the brand of Design Thinking is important?

20:34 - How can we embed service design?

31:17 - Big question: Does accreditation of service design matter?

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LINKS FROM THE EPISODE

* This is Human Centered Design ➜ https://www.thisishcd.com/

* Gerry on LinkedIn ➜ https://www.linkedin.com/in/gerryscullion/

* Transform: A rebel’s guide for digital transformation (book) ➜ https://go.servicedesignshow.com/0ef08

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

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[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

Here are 3 ways that can help to kickstart your career as a service designer.

Although the number of job listings for service designers is growing by the day it doesn't mean that it's easy to actually land a job.

It can feel especially challenging when you don't have the formal educational background or a rich portfolio filled with hands on experience.

In this episode I share 3 ways that should help to get your service design career of the ground.

Looking for a short summary? Make sure you study the field, just start doing it, don't wait for permission and leverage your existing skills.

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MORE EPISODES

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

https://go.servicedesignshow.com/podcast

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

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[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 so much talk about design thinking these days. And it tends to confuse a lot of people when they also encounter service design.

I think is a lot of overlap between these two terms but there are absolutely also some meaningful distinctions.

In this episode I'll explain which term I use (not that hard to guess) and what my perspective is on the differences.

This episode is the first one that I'm doing in a new format. In the new format I try to answer, or at least give my perspective on, specific questions that you have.

I'd love to hear from you which topics you'd like to see in the upcoming episodes! If there's something on your mind be sure to reach out to me on LinkedIn.

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MORE EPISODES

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

https://go.servicedesignshow.com/podcast

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

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[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!

servicedesignshow.com/free-course

By now we all know that storytelling is one of the most powerful tools in the service design toolbox. But can we also use storytelling to actually improve our own practice? Steve Portigal thinks so and he explains why in this episode.

And how well aware are you of your own biases, beliefs and assumptions when you go into a project? Learning to better listen to ourselves might be a key to get more meaningful work done.

Finally we discuss why the value of deep research is still often not aligned with the value we put on designing solutions. For this we dig into some economic fallacies that might have to do with this.

The big question of this episode is: When has storytelling worked for you (and when did it fail)?

Send me a message on LinkedIn if you enjoyed this episode. I would love to hear from you!

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[EPISODE GUIDE]

02:34 - The first encounter with Service Design.

04:50 - How can we use storytelling as a valid tool for developing our practice?

15:30 - What if we were better at listening to ourselves?

24:45 - When will we value researching the problem as much as designing the solution?

34:05 - Big question: When has storytelling worked for you?

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[DISCOUNT CODE]

Doorbells, Danger, and Dead Batteries: User Research War Stories

Save 20% off the regular price by using "servicedesign18-20" during checkout (valid until June 30, 2018).

https://rosenfeldmedia.com/books/user-research-war-stories/

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LINKS FROM THE EPISODE

* Steve on LinkedIn ➜ https://go.servicedesignshow.com/3x-el

* Doorbells, Danger, and Dead Batteries: User Research War Stories (book) ➜ https://go.servicedesignshow.com/e530i

* https://www.portigal.com/

* https://medium.com/@steveportigal

* https://rosenfeldmedia.com/expert/steve-portigal/

MORE EPISODES

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

https://go.servicedesignshow.com/podcast

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

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[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 are different types of service design. Did you know? Deborah Szebeko explains the balance between service innovation, service improvement and service design.

Because if you're doing a service improvement project with a service innovation mindset it's bound to fail. And we don't want that right :)

We also talk about designing #BusinessModels. Whenever you're designing a new service you're quite often also designing a business.

And finally... do we rely too much on technology and process instead of relying on our intuition? What does it mean to go back to basics regarding our service design tools and methods? Can a walk through the woods be an actual method to synthesise ideas?

A lot of questions that are worth exploring in this episode!

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EPISODE GUIDE

02:28 - The first encounter with Service Design.

04:05 - How do you know what type of service design you’re actually doing or should be doing

11:20 - How can we use our design skills to disrupt business models

19:02 - How can we go back to basics and explore our relationship to ourselves and nature (in order to inspire ideas that tackle solutions to our social issues)

29:45 - Big question: How can we get more people to get the vibe?

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LINKS FROM THE EPISODE

* Deborah on LinkedIn ➜ https://go.servicedesignshow.com/xxx7e

* How to thrive in the next economy (book) ➜ https://go.servicedesignshow.com/zdhgz

MORE EPISODES

Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

[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://go.servicedesignshow.com/free-mini-course

What are the trends within service design that you should be paying attention to? That's exactly what you'll learn in this 5th edition of the service design show trend report.

I've gone through episodes 41 to 50 and narrowed all this great content down to 3 key trends which I've this time all formulated as a question:

1. Is technology a treat or an opportunity for service designers?

2. What is our added value today and what will it be tomorrow?

3. What does scaling service design actually mean?

I hope you enjoy this trend report!

Don't forget to leave a comment and share what you see as the big shift that is happening in service design!

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If you're curious what has been said in the previous trend reports have a look here:

Trend Report # 1

https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2016

Trend Report # 2

https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2016-2017

Trend Report # 3

https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2017

Trend Report # 4

https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2017-2018

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MORE EPISODES

Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

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://go.servicedesignshow.com/free-mini-course

In this episode Joe Pine explains why it's so important that we understand the distinctions between services and experiences.

There are no markets. There are just customers! So we need to stop marketing and start customering. What's customering you ask? Joe explains it in detail.

Finally we discuss the different roles of the Chief Experience Officer (CXO) and why this is a vital role in companies that want to survive in the experience economy.

Would you like to win a SIGNED copy of The Experience Economy? Check the episode for details and read the rules below!

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EPISODE GUIDE

03:00 - The first encounter with Service Design.

06:30 - What is the difference between services and experiences?

15:35 - How can we move from marketing to customering?

26:47 - Who are chief experience officers?

35:22 - Big question: Which design business are you really in?

36:10 - Book Giveaway!

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LINKS FROM THE EPISODE

* Joe on LinkedIn ➜ https://go.servicedesignshow.com/l8523

* Reverse Customering Masterclass ➜ https://go.servicedesignshow.com/vflir

* The Experience Economy (book) ➜ https://go.servicedesignshow.com/l3wsh

* The Roles of the Chief Experience Officer (article) ➜ https://go.servicedesignshow.com/lgf8b

* Strategic Horizons ➜ https://go.servicedesignshow.com/nhl8i

MORE EPISODES

Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

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://go.servicedesignshow.com/free-mini-course

One of the biggest mistakes service designers make is to design for an ideal end state. In this episode Idris Mootee explains why we should stop doing that and what the alternative is.

We also talk about economics of running a service oriented business. And how services can become a core element for differentiation.

In this episode we're also announcing a contest in which you can win a SIGNED copy of the book by Idris called Design Thinking For Strategic Innovation! Check the episode for details and read the rules below.

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EPISODE GUIDE

02:14 - The first encounter with Service Design.

04:50 - How far should we go to stop designing for an ideal end state?

15:03 - What are the economics of operations?

21:00 - How can we turn services into a core element of differentiator?

30:25 - Big question: How are you responding to the threat of automation?

31:30 - Book Giveaway Contest!!

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LINKS FROM THE EPISODE

* Idea Couture ➜ https://go.servicedesignshow.com/y6j0x

* Design Thinking For Strategic Innovation (book) ➜ https://go.servicedesignshow.com/sdtl5

* Idris on LinkedIn ➜ https://go.servicedesignshow.com/6dutx

MORE EPISODES

Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

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://go.servicedesignshow.com/free-mini-course

How do you scale design beyond a single team, beyond a single department and even beyond a single country? Doug Powell is tasked at IBM to do just that!

We also talk about the impact designers have on the big social challenges in the world. Or rather the lack of impact and what we can do about that.

Finally we touch upon what I like to call "new design material". It's technologies like AI, VR and IoT. What do these new design materials mean for us?

Three topics that are truly the new frontiers of service design!

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EPISODE GUIDE

02:15 - The first encounter with Service Design.

05:23 - How can we scale the practice of design at a global level?

13:34 - How much impact can designers have on the biggest and most complex problems of the world?

21:30 - Why do we need to be designing differently for emerging technologies?

28:58 - Big question: What is the thing that is preventing you from doing your very best work as a designer?

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LINKS FROM THE EPISODE

* Doug on LinkedIn ➜ https://go.servicedesignshow.com/2lf3r

* IBM Design ➜ https://go.servicedesignshow.com/_0vt2

MORE EPISODES

Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

THE UNIVERSITY

Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University.

https://go.servicedesignshow.com/university

One of the hardest things in service design is to make actual ideas a reality... the often missing link between design and implementation.

In this episode Ryanne van der Eijk shares her experience as former Chief Experience Officer at one of the biggest airlines in the world and now designing the passenger experience at two large airports.

We also discuss another hot topic in the industry. Being abele to consistently measure the customer experience.

So if you're interested learning how service design is perceived at the C-level make sure you watch this episode!

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EPISODE GUIDE

02:20 - The first encounter with Service Design.

04:04 - How can we improve the link between execution and service design?

11:55 - How can we design a memorable experience for and with many different cultures?

22:23 - Why do companies rate their own customer experience often better than customers do?

32:11 - Big question: how can we consistently measure the customer experience?

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MORE EPISODES

Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

YOUTUBE CHANNEL

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

https://go.servicedesignshow.com/youtube

FACEBOOK PAGE

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

https://go.servicedesignshow.com/facebook

THE UNIVERSITY

Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University.

https://go.servicedesignshow.com/university