Service Design Show

How can you make design teams succeed? Fabian Segelstöm talks about what he does at Länsförsäkringar to make sure everyone in his team can perform to their fullest potential. We also discuss how winning design awards helps to build internal leverage. Fabian also shares his personal journey how he transitioned from being an academic researcher to a design director.

Fabians PhD paper:

Stakeholder Engagement for Service Design

How service designers identify and communicate insights

Download ➜ http://bit.ly/1dCEwSq (PDF)

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EPISODE GUIDE

2:15 - First encounter with Service Design.

4:03 - How far can you come when you start as an academic researcher?

11:30 - How can we create a corporation where design is allowed to play a big role?

18:52 - How can we build a well working design team?

25:34 - Big question: How do you go about creating slow improvements in your organisation?

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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 ➜ youtube.com/servicedesignshow

FACEBOOK PAGE

Check the facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow

What's the secret to turning transaction organisations into ones that are customer ceetric? Jose Mello shares his insight on this topc. Next to that we also talk about how to create meaningful insights. Finally we discuss if everyone is already a designer.

On the Service Design Show we discuss how to make a POSITIVE IMPACT through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us!

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EPISODE GUIDE

1:59 - First encounter with Service Design.

4:05 - How can we make organisations more customer centric?

11:00 - What if we took a different approach to insights?

20:02 - When will we all become designers?

27:14 - Big question: What was your most powerful insight?

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MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

Marcus Lui talks about why it's important to design for different service rhytms. We discuss how great service concepts can fail because they don't respect the social relationships in a certain culture. Next to this explore the balance between keeping your customers safe and secure without compromising their convenience too much. Finally Marcus raises the question how much design thinking do we need.

On the Service Design Show we discuss how you can make a positive impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation, Organisational Change and Creative Leadership we'd love to have you subscribe.

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EPISODE GUIDE

2:14 - First encounter with Service Design.

4:28 - Why does urban density and the perception of time to do with service design?

11:18 - How much do we have to consider social relationships and service design?

19:20 - How far can we go in keeping our customers safe without compromising too much of their convenience. This balance?

26:44 - Big question: How much design thinking?

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MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

Actionable strategy! That is what service design can bring according to Lisa Lindström and Kristina Carlander. Lisa and Kristina also talk about closing the gap between traditional and digital services. Finally we talk about adopting "non-linear" decision making and the change it requires in leadership style.

On the Service Design Show we discuss how you can make a positive impact through design. If you're interested in ** SERVICE DESIGN **, ** DESIGN THINKING **, ** CUSTOMER EXPERIENCE **, ** BUSINESS INNOVATION **, ** ORGANISATIONAL CHANGE ** and ** CREATIVE LEADERSHIP ** we'd love to have you SUBSCRIBE ➜ https://goo.gl/TMTBiF

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EPISODE GUIDE

2:11 - First encounter with Service Design.

4:45 - When will we stop talking about digitalisation and see digital as something natural in services?

8:31 - How can we make service design contribute to an actionable strategy?

15:39 - When will non-linear decision making take over from linear?

22:45 - Big question 1: Why don’t you start more companies?

23:27 - Big question 2: How do we expand our minds to grasp everything?

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MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

Customer happiness! That is what the government of Dubai in the UAE is aiming for. Muna Al Dhabbah talks about how they use design to create positive and engaged society. We also talk about the differences between designing private and public services.

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EPISODE GUIDE

1:56 - First encounter with Service Design.

4:08 - What if government has engaged customers and suppliers in each stage of service improvement?

12:03 - Why do we need to study public-government relationship design?

17:17 - How far is the UAE going with the customer happiness projects?

24:52 - Big question: How would you design for happiniess?

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On the Service Design Show we discuss how you can make a positve impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us!

MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

Understandig how service design works in China can greatly benefit your own practice. Elaine Ann talks about how she innovated service design methodologies for the west to make them fit with the Chinese culture. We also touch upon the topic of business design vs. service design.

On the Service Design Show we discuss how you can make a positve impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us!

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EPISODE GUIDE

2:09 - First encounter with Service Design.

4:07 - What if service design is in greater China?

10:47 - How much difference is there between design methodologies in the west and greater China?

19:55 - Why service design vs. business design?

25:52 - Big question: How do service design methodologies work in different cultures?

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MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

This episode with Maik Medzich is all about the question how to spread a customer centric culture throughout a (very) large corporate. Maik talks about the CX navigator community that he started within Deutsche Telekom and how it came to be the succes it is today. We also discuss the big topic of dealing with uncertainty and how to give people the confidence to act.

Hit that LIKE button and help to SHARE the episode. Thanks!

Subscribe ➜ https://goo.gl/TMTBiF

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EPISODE GUIDE

2:05 - First encounter with Service Design.

4:08 - Why did we setup the CX navigator community?

12:49 - When will we achieve the mindset change?

21:11 - How can we overcome the hurdle of uncertainty?

28:40 - Big question: how can we help projects deal with uncertainty?

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MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

This episode with Kerry Bodine is all about the customer journey. First Kerry argues for the fact that we should spend less time making customer journey maps. Or maybe not even make these maps at all. Next we talk about the idea of putting the journey at the center of customer driven innovation. This raises the question if we do so how far can or should we organize around this journey? Finally Kerry ask her big questions that focuesses on the role of customer experience in times of uncertainty.

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EPISODE GUIDE

1:40 - First encounter with Service Design.

2:48 - What if we didn’t create maps?

12:02 - What if we rethink the key principle for customer experience?

19:42 - How far should we go to organize around the customer journey?

27:12 - Big question: How are you making your role essential?

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MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

How do we design and prototype something complex like policy? Jess McMullin shares his experiences on this topic. We also touch on the topic of everyone starting to adopt design tools and approach also known as the commodification of design. Finally we talk about the need for designers to become more fluent in the business language. To close off Jess invites you to comment on what designers can to in order to work on solving better problems.

Subscribe ➜ https://goo.gl/TMTBiF

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EPISODE GUIDE

1:47 - First encounter with Service Design.

6:45 - How much will design be commodified?

15:12 - How can we develop business fluency?

23:18 - How can we prototype policy?

32:39 - Big question: How can we solve better problems?

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MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

In this episode we talk about 3 major trends that are shaping the service design field in the winter of 2016 / 2017. These trends have emerged as patterns from the last 10 episodes of the show.

The trends that we'll be discussing in this trend report are:

1. Artificial intelligent services

2. Democratizing Service Design

3. Doing the right thing

What do you consider the most important trend? Join the discussion and share your thoughts in the comments below.

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MORE EPISODES

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

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow