Service Design Show

Do you show up as an "A-student" constantly seeking the next gold star, only to feel personally attacked when your work is misunderstood? 🌟 In this episode, we tackle the "identity trap" in design and how to stay passionate without letting corporate exploitation drain your soul

In this episode, you'll learn:

• Why wrapping your personal value in professional output leads to burnout and frustration.
• How the constant need for "exceeds expectations" reviews can actually undermine your professional agency.
• Strategies to care deeply about your impact without letting it define your humanity.
• How to feel in control even when your leadership doesn't yet grasp the full value of what you bring to the table

Our guest: Sara Wachter-Boettcher

Sara is a vocal leader in the design community and the founder of Active Voice, where she has coached dozens of professionals through these exact challenges. She joins Marc to explore how to lean into conversations about value without feeling like you’re constantly pleading for your seat at the table.

As you'll hear, Sara brings some "tough love" that helps you come out the other side more confident. It’s about learning to keep your side of the street clean, even when the organization around you feels messy.

Enjoy and keep making a positive impact!

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 253

03:30 The collective headspace of design today

05:30 The impact of AI-related layoffs on design morale.

08:15 Era of cheap money

10:00 20-teens tech boom and its consequences

15:00 The ROI trap and identity

18:15 How shifting performance standards destabilize personal identity

22:00 Breaking the spell of work identity

24:45 Discomfort of realizing a job doesn't align with personal values

33:00 Navigating organizational change

38:45 Power mapping exercises

44:45 Empathy for colleagues

51:45 Concept of "humanizing" organizations to reduce isolation

55:15 Radical act of clocking out

57:00 Leadership without the ego

59:15 Strategic patience in a crisis

1:01:15 The value of the human behind the designer

01:14:15 Question to ponder

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/saraboettcher

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

[4. FIND THE SHOW ON]

• Youtube ~ https://go.servicedesignshow.com/253-youtube
• Spotify ~ https://go.servicedesignshow.com/253-spotify
• Apple ~ https://go.servicedesignshow.com/253-apple
• Snipd ~ https://go.servicedesignshow.com/253-snipd

You look around the room and realize you’re the only one who cares about the customer. 😫 It’s exhausting to be the lone voice begging for user research while everyone else just wants to ship the next feature.

In this episode, Elle Beaumont-Bilsby and Nick Gaff join the show to discuss the heavy lifting required to be an in-house service design practitioner. We move beyond "thick skin" and look at how to build a sustainable career in environments that don't fully understand design.

You’ll learn:

• Why surviving as a lone wolf is impossible and how to locate "quiet allies" hidden in other departments.
• A practical framework for building resilience at an organizational, service, and personal level.
• How Elle and Nick practice high-impact design without having "Service Designer" on their business cards.
• Practical tips for staying sane and avoiding burnout when you are the only advocate for the user.
• How to find a support crew outside your organization to help you carry the weight.

I'm curious, if you had to make a guess, how many people do you have around you inside your org that get it? 1, 5, 20... let me know.

Enjoy the episode and keep making a positive impact.

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to the March Round Up

01:45 Defining Resilience

03:30 Service Design in Australia

04:45 Elle’s Design Journey

07:00 Nick’s Career Path

09:00 Effects of Digitization

11:00 Higher Ed Challenges

12:30 Impact Over Tools

14:00 The Resilient Self Season

14:45 3 Altitudes Framework

16:00 Organizational Resilience

17:00 Resilient Service Design

18:00 Personal Development

19:15 Recharging and Self-Care

20:00 Resilience as a Quality

21:00 Individual Resilience Focus

24:15 Peer Support Systems

28:00 Navigating Corporate Culture

31:30 Vulnerability in Leadership

35:45 Building Internal Allies

39:00 Friday Afternoon Reflections

42:15 Success Beyond Metrics

45:30 Managing High-Stress Projects

49:00 Sustainable Innovation

52:15 Resilience as Design Criteria

56:45 Switching Off and Recharging

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/ellebeaumontbilsby/
• https://www.linkedin.com/in/ngaff/

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

--- [ 4. FIND THE SHOW ON ] ---

• Youtube ~ https://go.servicedesignshow.com/inside-service-design-12-youtube
• Spotify ~ https://go.servicedesignshow.com/inside-service-design-12-spotify
• Apple ~ https://go.servicedesignshow.com/inside-service-design-12-apple
• Snipd ~ https://go.servicedesignshow.com/inside-service-design-12-snipd

Imagine making the cover of Time magazine...

Okay, maybe not. Nobody gets into service design for the fame.

Actually, as we’re always saying on the show, our best work is usually the stuff nobody notices.

The spotlight stays on the CEOs. You rarely see the people in the trenches, the ones making sure the "faceless" public services we rely on actually work.

Think about it for a moment, you can thank a mailman because he’s a human being standing on your porch in the rain. But when water is coming out of your faucet, there’s nobody to thank. It’s just "the system".

That invisibility is exactly why people sometimes get hostile toward the government or big institutions. It's always "us versus them" because there’s no "them" to relate to.

So our guest for this episode, Brian Whittaker, decided to change by starting a project called Humans of Public Service (HoPS).

In this episode, we talk about the early days of the project and the weirdly difficult task of getting modest, quiet service design professionals to actually talk about themselves (on camera). He also shares hard won lessons on how he finally got the project to take off.

It’s an inspiring conversation. It shows how much the vibe changes when you put a human face on a anonymous system.

So if you’re trying to build empathy inside a big, messy organization, Brian’s blueprint really might just be what you need.

While you’re listening, try to think of one "boring" story in your own org that deserves a spotlight.

Enjoy the conversation and keep making a positive impact!

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 252

03:45 Family Roots in Service

05:00 Current US Service Challenges

07:30 Private to Public Transition

10:00 Modernizing Federal Tech

11:00 Passion of Public Servants

13:30 The Shift in 2020

14:15 Humans of Public Service

15:45 Growing on LinkedIn

17:00 Amplifying Unheard Voices

18:15 Shifting the Narrative

21:30 Bridging the Empathy Gap

25:45 The Power of Recognition

32:45 Institutional Design

38:30- Scaling Human Connection

44:55 The Future of Service

51:15 Advice for Change-Makers

53:30 Final Reflections

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/bwhtt/

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

[4. FIND THE SHOW ON]

• Youtube ~ https://go.servicedesignshow.com/252-youtube
• Spotify ~ https://go.servicedesignshow.com/252-spotify
• Apple ~ https://go.servicedesignshow.com/252-apple
• Snipd ~ https://go.servicedesignshow.com/252-snipd

How do you get your boss to actually fund journey management? 💰

We’ve all felt the frustration of making an impressive map that everyone "likes" but nobody actually uses. when that happens, our practice loses credibility. Season 2 of the Journey Management Playbook is here to fix that by focusing on the BUSINESS CASE.

What we cover in this episode

• Why journey management is a strategic asset, not a "nice-to-have."
• how to calculate the actual cost of bad customer experience.
• shifting the conversation from "fluffy" CX metrics to boardroom metrics.
• getting stakeholders to embrace a journey-led way of working.

Martin Palamarz is the chief customer officer at TheyDo. he spends his time helping global organizations scale their CX efforts and understands the language of executive decision-making.

It’s best to watch the video version on Youtube to see the examples on screen, but you can also find the slide deck in the show notes below.

--- [ 1. LINKS ] ---

• Playbook Slides - https://go.servicedesignshow.com/tq4e4
• CX Cost Calculator - https://go.servicedesignshow.com/journey-management-playbook-09-cx-cost-calculator-podcast
• The Journey Management Playbook - https://www.theydo.com/resources/journey-management-playbook

--- [ 2. GUIDE ] ---

00:00 Journey Management Playbook S2E01

02:00 Martin's background

04:30 Origin story of TheyDo

06:45 Series overview: CX costs

08:45 The CX Toolkit

10:00 Bridging the gap

13:45 Forrester research findings

16:30 CX & business performance

19:30 The Norway story

23:00 Boardroom metrics

30:45 The Cost of Bad CX

38:30 High-value journey steps

40:30 Drop Off Rate Explained

42:30 "Nice-to-have" trap

48:15 Service design & revenue

50:00 Starting small

52:15 Mckinsey research

57:30 AI for customer data

1:00:00 3-minute executive reports

1:01:30 Ticket value & variables

1:08:30 Bad CX VS. CX Investment

1:12:00 Building momentum

1:14:00 the final challenge

--- [ 3. FIND THE SHOW ON ] ---

• Youtube ~ https://go.servicedesignshow.com/journey-management-playbook-09-youtube
• Spotify ~ https://go.servicedesignshow.com/journey-management-playbook-09-spotify
• Apple ~ https://go.servicedesignshow.com/journey-management-playbook-09-apple
• Snipd ~ https://go.servicedesignshow.com/journey-management-playbook-09-snipd

Our brains were not designed for this pace...

Just think about it. For thousands of years, humans had ages to adapt to new technology. When we discovered fire or the steam engine, we had generations to figure out the implications.

Today, things are shifting so fast that trying to keep up by just "learning more stuff" feels biologically impossible. At least to me 🤣

It’s like you’re trying to run 2026 apps on the operating system of a legendary—but limited—Nokia 3310 phone.

So, for this episode, I sat down with Nav Qirti from the School of Metaskills to talk about why we’re looking at the "skills gap" all wrong.

Nav argues that we should stop chasing "functional skills" (which have a very short shelf life anyway) and focus on the things technology can't touch: judgment, curiosity, and reasoning.

We also dive into why you can’t just read a book to get better at empathy or judgment. Nav explains that you need a "proxy environment" to train those muscles. Most professionals I know practice by just following a script, but Nav shows us how to build the mental strength behind the craft.

This conversation offers an optimistic path forward by focusing on the core human abilities that technology simply cannot replace.

Which of your "mental muscles" feels a bit weak lately? If you’ve got a moment, leave a comment below and let me know. I’d love to hear what a "workout" would actually look like for you 🙂

Enjoy the conversation and keep making a positive impact.

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 251

04:00 The Falling Behind Puzzle

05:30 6Adapting to AI

08:15 Seeing what matters

10:15 Obsolete hard skills

12:30 Outdated learning models

15:00 The 90/10 Imbalance

16:45 Bucketing Skills

17:15 Communication as a base

19:00 Human survival traits

21:15 Building capacity

25:45 Expertise vs. scripts

29:15 Measuring the wrong things

37:30 Leadership and meta-skills

39:45 The shift from "doing" to "leading"

42:15 Why technical expertise has a ceiling

45:00 Identifying your personal meta-skill gaps

48:15 Low-stakes practice

50:00 Defining Proxy Environments

51:30 How to practice judgment daily

55:15 Building empathy without the pressure

58:15 Anxiety to Control

59:00 Reframing the AI threat

1:01:00 Focusing on the human operating system

1:02:15 Regaining professional confidence

1:02:30 Closing thoughts

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/navqirti/
• www.navqirti.com
• www.metaskills.global
• Skills to make us future ready & future relevant

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

[4. FIND THE SHOW ON]

• Youtube ~ https://go.servicedesignshow.com/251-youtube
• Spotify ~ https://go.servicedesignshow.com/251-spotify
• Apple ~ https://go.servicedesignshow.com/251-apple
• Snipd ~ https://go.servicedesignshow.com/251-snipd

What happens when a service design professional does their job well...

Usually? Absolutely nothing.

No organizational gears grind. No customers complain. No one panics.

You did your job, so the disaster simply stayed in your head instead of becoming a reality.

That’s the curse, though. No one's going to congratulate you for a crisis they didn't have to experience.

I sat down with Jin Wan and Chad Cheverier for the this episode of Inside Service Design to talk about this "great enabler" trap.

To make things practical, Jin had a great example about redesigning an onboarding journey. His biggest win wasn't a shiny new interface. It was moving a step in the verification process to the backend so nobody had to intervene manually. It saved the company (and customers) countless hours, but the solution itself is completely unseen.

Chad mentioned a similar struggle. Looking at his quarterly review and realizing he doesn't have many "shiny" deliverables to show. His best work was aligning teams and coaching PMs to do their jobs better, which doesn't look like a "deliverable".

So, how do you stay motivated when your best work is invisible and goes unnoticed? And more importantly, how do you sell the value of that work to the people holding the budget?

We unpack all of that in this episode.

If you had to make an estimate, how much of the work you do is "invisible"? Send me a quick reply and let me know.

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to February Round Up

05:00 Jin's path: From IT and HR to Marketing and CX

07:30 Chad's path: From photography to in-house design

10:45 What a CX professional does at a startup

11:45 Why you should ignore job titles

14:30 Jin’s digital onboarding in financial services

18:00 Why service design feels like internal consulting

24:35 Core competencies missing from design education

31:15 Navigating the "messy middle" of organizational change

39:00 Dealing with stakeholders who bake in solutions

45:30 The power of simplifying complex journey maps

52:00 Strategies for building internal resilience

58:45 Advice for aspiring in-house service designers

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/chadcheverier/
• https://www.linkedin.com/in/wanjin/

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

--- [4. FIND THE SHOW ON ] ---

• Youtube ~ https://go.servicedesignshow.com/inside-service-design-11-youtube
• Spotify ~ https://go.servicedesignshow.com/inside-service-design-11-spotify
• Apple ~ https://go.servicedesignshow.com/inside-service-design-11-apple
• Snipd ~ https://go.servicedesignshow.com/inside-service-design-11-snipd

I'll let you in on a small secret...

Ten years ago, the Service Design Show was never even supposed to be a podcast.

And somehow here we are. We've officially hit episode 250. Its been a decade since I published that very first interview. Somewhat of a cliche but, I never expected to reach this milestone.

I still remember the early days very well when I was struggling with a "split identity". Torn between running a service design agency and following this pull toward content creation. It took me a good three years to finally take the leap, but looking back, it was the best decision I ever made.

As you'll notice, this episode is quite different. Usually, it’s my job to ask the questions, but in this one, I’m the one answering them.

I wanted to share some of the messy, behind-the-scenes lessons from the last decade. They are quite personal but who knows maybe you can use them as tools in your own practice.

We’re diving into things like my cheat code to gain clarity, the power of friction, what I’ve learned about building real connections and how "remarkable" things are often built through consistent, often unglamorous work. And yes, I even answer some hot questions from the community.

I have to say that recording this episode was both difficult and incredibly rewarding.

So, if you’ve been on this journey with me, I’d love for you to join me for this reflection. This milestone isn't just mine, it’s ours.

By the way, if you prefer our regular interview format, feel free to skip this one. I won't judge! We’ll be back to our normal schedule next week.

Thank you again for your attention, your trust, and for being part of this movement.

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to EP 250

03:30 Friction of a "split identity"

05:00 How did I get into service design

06:30 Overlap between engineering and design skills

07:00 Letting go of code

08:15 Biggest lessons I learned in the last decade

08:45 Don’t wait for permission to start your project

10:15 The power of consistency over perfection

12:30 Choosing guests for the podcast

13:00 The "Curiosity Filter"

15:45 The shift from generalist to specialist topics in service design

18:30 One of the most challenging episodes

19:15 Dealing with technical failures and "lost" interviews

22:00 The future of the Service Design Show

22:45 Moving towards more community-driven content

25:15 Some Advice for someone starting their own podcast

26:00 Focusing on the "Why" before the "How"

28:30 Importance of building a platform you own

31:45 The ripple effect of 250 conversations

34:30 Thank you for being part of the journey

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/marcfonteijn
• https://www.servicedesignshow.com/

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

[4. FIND THE SHOW ON]

• Youtube ~ https://go.servicedesignshow.com/250-youtube
• Spotify ~ https://go.servicedesignshow.com/250-spotify
• Apple ~ https://go.servicedesignshow.com/250-apple
• Snipd ~ https://go.servicedesignshow.com/250-snipd

This episode falls into a pattern that's hard to ignore...

I'm seeing a growing undercurrent of design leaders strongly advocating for a more sustainable approach toward work and life.

It is hard to separate this development from the rise of AI, which is shaping many aspects of our lives and turning what we know upside down. Sure, there's always been a push to do more, and preferably faster and cheaper, but now with AI, it feels like the volume knob has been turned to 11.

Of course, this has a significant impact on us as service design professionals. The "productivity" pressure is rising for us as well. And if we're honest, it often reaches a point where it not only takes away the fulfillment we find in our work, but also leaves us on the edge of burnout.

But we're humans, not machines. We're not merely replaceable cogs in a system. So we must find an alternative.

One of the leaders advocating for this more sustainable approach toward work is our guest, Birgit Geiberger. She argues that in order for us to thrive in this new reality, we must adopt a different leadership style. Birgit says we need to focus on leading with both head and heart in a way she calls regenerative leadership.

In this conversation, we unpack what this form of leadership entails and why it's now more important than ever. Birgit offers ideas on how you can push back and escape the unsustainable pace of work when everything and everyone around us seems to demand more, go, go, go.

We discuss what you can do on a day-to-day basis to find your grounding and stay true to who you truly are in a world where compromises are unavoidable. And finally, we investigate how you can show that doing things in a regenerative way is not just good for you, but also accelerates and increases your business impact.

A great conversation, packed with hope, inspiration, and practical advice for anyone who wants to bring back the joy in their work again.

What might be good to know is that I haven't selected my recent guests based on their interest in this theme, or instructed them in any way to discuss it. This is just something that emerges when I ask them to speak about what is dear to their hearts right now.

If you've been listening to the Show, I'm curious if you've noticed this undercurrent as well.

Enjoy the conversation and keep making a positive impact!

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 249

04:15 Human-Centered Leadership Legacy

06:30 Post-Pandemic Reflections

10:00 Redefining Growth and Resources

13:00 Introduction to Regenerative Leadership

15:00 The Power of Self-Leadership

18:30 Designing for Mental Capacity

22:00 Moving Beyond Short-Term Business Thinking

24:45 Breaking Functional Silos

33:15 Leading through Global Uncertainty

40:15 Service Design as a Cultural Catalyst

47:30 Empathy as a Business Strategic Tool

54:30 Scaling Influence Through Others

1:00:30 Closing Reflections

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/birgitgeiberger

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

[4. FIND THE SHOW ON]

• Youtube ~ https://go.servicedesignshow.com/249-youtube
• Spotify ~ https://go.servicedesignshow.com/249-spotify
• Apple ~ https://go.servicedesignshow.com/249-apple
• Snipd ~ https://go.servicedesignshow.com/249-snipd

Let's be real for a moment...

In the corporate context, what's the thing that usually gets rewarded the most?

It’s often the person who "just" grinds through the chaos, works overtime to fix a broken process, and absorbs all the organizational friction without complaining.

From very early on in our careers we are taught to treat ourselves like machines that just need to carry more weight.

But as Kara Snyder points out in our conversation, that is treating resilience as output. It’s performing professionalism when you are completely depleted. And it is a fast track to burnout.

Instead, Kara challenges us to think about resilience as capacity.

What do you actually need to sustain yourself so you can stay in this deeply human and emotionally demanding work?

Because at the end of the day, the most important tool in your service design toolkit isn't a journey map or a blueprint... well, it's you.

In this episode of Inside Service Design, I sit down with Kara and Siddhartha Saxena to talk about the inner game of being an in-house service design professional.

We step away from the frameworks and talk about how to actually survive and thrive in this beautifully complex role.

This conversation touches on topics like:

• How to stop measuring your worth by how much stress you can carry.
• How to create a "liminal space" between you and your work.
• And how to get to Friday and actually feel a sense of accomplishment, even when the work is messy.

So if you’ve been feeling the weight of driving positive change using service design, take a deep breath, slow down, and tune into this one.

How do you protect your own capacity? Have you found any specific rituals particularly helpful?

Let me know, I’d love to hear how you're dealing with this.

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to the January 2026 Round Up!

03:30 Kara’s Journey: From Accounting to PWC

06:30 Facing Burnout and Personal Loss

09:00 Sidd’s Journey: From Architecture to Startups

11:30 Discovering Service Design as a Business Bridge

12:30 Remote Healthcare in India

14:00 Designing the "Nervous System" of an Organization

15:45 Navigating Complexity

19:00 Why Service Design Feels Like the "Wild West"

19:50 Tool Spotlight: Using the Emotional Culture Deck

21:30 Moving from Doing to Being

24:00 Resilience in Startups vs. Corporate Safety

26:15 How Personal Grief Shapes Professional Perspective

31:15 The Gap Between Self and Work

34:30 Why Service Designers are Natural "Absorbers"

38:30 Building a Protective Layer Against Burnout

41:15 Mapping the Invisible Organizational Nervous System

44:45 Managing Design at Scale

48:15 When to Say "No" to the Machine

52:30 The Power of Invisible Labor

56:15 Measuring the Value of What Can't Be Seen

59:00 Protecting Your Design Culture from Company Culture

1:00:15 Final Takeaways

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/karamartinsnyder/
• https://www.linkedin.com/in/siddhartha-saxena

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

[4. FIND THE SHOW ON ] ---

• Youtube ~ https://go.servicedesignshow.com/inside-service-design-10-youtube
• Spotify ~ https://go.servicedesignshow.com/inside-service-design-10-spotify
• Apple ~ https://go.servicedesignshow.com/inside-service-design-10-apple
• Snipd ~ https://go.servicedesignshow.com/inside-service-design-10-snipd

It’s the one thing they didn't teach in design school...

We spend years learning how to understand what drives our users, map out complex journeys, and deliver useful service prototypes.

But when it comes time to sit down with business stakeholders, compliance teams, or yes even legal departments? That’s when the friction sets in.

For this episode, we're joined by Belén Tello, who has a very interesting take on how we can overcome this struggle. As the Head of Design for the largest bank in Peru, Belén leads a massive team of over 150 designers.

As you might imagine, because they operate in the highly regulated financial sector, they are constantly in negotiations with the rest of the business.

Over the years, Belen has experienced firsthand that even the most talented design professionals often freeze up when talking to their business partners.

To our own demise, we often retreat to our comfort zones, simply handing over the work and letting the business decide whether it's "good or not". Deep down, we sometimes feel like the business folks just know more than we do (not the case!).

To fix this confidence gap, Belén started doing something quite radical, at least for design teams.

Before a big stakeholder meeting, she runs "role play" sessions with her team. Yes, almost like lawyers preparing for a mock trial!

They sit down and strategize. What do you want to say here? Who are your strongest stakeholders? Do you need me to step in and ask a specific question so you can explain your rationale?

Add to that that she's been helping her team learn to speak the "common language" of the bank. And that language? It's numbers and data, obviously.

As you'll hear Belén argues that we already do the hard work of gathering qualitative and quantitative insights, but we frequently fail to actually bring that data to the table in a convincing way.

When you stop arguing based on subjective perception and start negotiating with facts, everything changes. You move away from being seen as just an "add-on" to the process and finally become a true strategic partner.

So if you've ever felt that imposter syndrome kick in during a big meeting, this episode is pretty much a masterclass in building your confidence and growing your influence.

As you listen to the episode, I’d love for you to reflect on your own work. How often are you actively translating your insights into a language the business understands? And what would help you to do that more often?

Enjoy the conversation and keep making a positive impact!

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to Episode 248

05:00 Banking in Peru: Education over digital tools

09:00 The danger of designing only for the capital city

17:30 Negotiating with Legal and Compliance

21:00 Using data to find a common business language

23:00 Why designers struggle to speak up in business

27:00 Prepping for stakeholders like a mock trial

28:45 Finding internal sponsors who understand design

33:30 Quantifying design's impact on the business

36:15 Redesigning 200+ physical branches

41:00 Moving from transactional to relational models

45:30 Connecting with rural users

51:15 Using design's systemic view as an unfair advantage

55:30 Why listening is a designer's true superpower

58:00 Positioning design strategically

1:00:30 Closing thoughts

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/belen-tello-91028731/

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

--- [4. FIND THE SHOW ON] ---

• Youtube ~ https://go.servicedesignshow.com/248-youtube
• Spotify ~ https://go.servicedesignshow.com/248-spotify
• Apple ~ https://go.servicedesignshow.com/248-apple
• Snipd ~ https://go.servicedesignshow.com/248-snipd