Let's crack the code of proving design's impact on the bottom line...

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00:00 Welcome to Episode 206

07:00 OKRs & KPIs

13:00 Rethinking Measurement

16:00 Strategy Mapping

22:00 Statistician Thinking

29:30 Measuring Impact

32:00 Google's Money Machine

33:30 The Implication

37:00 Beyond Best Service

37:30 Apple vs Dell: Design?

42:00 Management & Narrative

48:30 Design vs. Innovation

49:30 Minto Pyramid

52:30 EasyJet Example

57:30 Defining Good Work

1:02:45 Community Matters

1:08:00 Key Takeaways

1:09:30 How You Can Help Ryan

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Good Services... A book that has quickly become a classic in our field.

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00:00 Welcome (keep the same)

04:00 Beyond Design Justification

05:20 Good Services Journey

08:00 The Gap: Bad Services

13:30 Finding Value's Middle Ground

16:00 External Validation

19:00 Misunderstanding Service Design

25:00 Lightbulb Moment

28:30 Great Service Example

31:30 Design vs. Service Pros

35:00 Understanding the Service

37:00 Service "Designers" debate

44:00 Understanding your role

48:00 Grow Service Design Skills

51:00 The New Service Book

53:00 New Book vs. Good Services

55:00 How We Can Help

56:30 Wrapping Up

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What are the materials of service design... A seemingly simple question, but one that I believe has the potential to reshape our understanding of service design.

Historically, design has always been about shaping and manipulating materials to give form to things around us.

It's only in recent years, with the popularization of design thinking, that design has drifted away from its roots and heritage of a craft.

The focus shifted on -sometimes mindlessly- following a flawed double diamond process.

Even though people over the recent years have tried to raise the question of what the materials of service design are, the conversation never really caught on.

Something tells me that's about to change with the release of the book "The Materials of Service Design." (links below)

This book, in my opinion, marks a turning point in the history of our field. Yes, I absolutely feel it's that important, and no, I'm not getting any commissions on the book sales.

It offers a fresh, materials-based perspective that adds a much needed nuance and richness to how we think about service design.

Imagine being able to have constructive conversations about designing with time, relationships, culture, and all the other materials that make up services.

Imagine understanding the properties of these materials deeply enough to co-create a shared library of service design patterns.

The implications are huge.

This approach once again makes it clear that services can't be designed by a single person; they require the involvement of experts from many areas.

It also challenges us to reimagine how we teach service design.

All in all, it really does open up a world of new questions and possibilities.

As you hopefully can read, I'm excited about the direction and trajectory that could take us.

So, join ​Simon Clatworthy​, co-author of the book, and myself as we dive into this exciting new perspective of a materials-based approach to service design.

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00:00 Welcome to Episode 204

04:30 Beyond the Toolkit

08:00 The 4 Unexpected Materials

11:00 Lost Essential?

16:30 Service Design vs. Design Thinking

20:00 Skills for Designing Services

24:00 Unveiling the Book's Materials

30:00 Data as Material: Conversations

34:00 Shaping Conversations

42:00 Time: A Material to Master

44:30 Measuring Time in Design

46:30 Specialization in Service Design

49:00 The Rise of Service Design Specialists

51:00 Co-Design: Your Service Design Team

54:30 The Responsibility of Design

58:00 Implications for Service Designers

1:01:00 Beyond Designers: Service Experts

1:06:00 The "Taste Buds" of a Service

1:07:00 A Library of Service Materials

1:09:00 Aesthetics of Service Design

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What does it take to become a great design leader...

Regardless of whether or not it's in your official job title, you're already leading to some degree.

You are leading because your work is to deliver change.

Change because we want to break free from outdated mental models that can't solve today's challenges.

But what kind of leadership is needed to transform our organizations from the dehumanizing machines they are today into adaptable living beings?

Returning guest Marzia Arico has some valuable perspectives on this.

With a PhD in Organizational Studies and experience leading complex projects at LiveWork, she has many juicy insights to share with us.

In this episode, we explore the emergence of a new, more empathetic leadership style that's quite different from the traditional notion of leadership.

We discuss how to present ourselves confidently in our work, even when imposter syndrome is lurking around the corner.

And we also delve into whether we should be explicit about the change we seek make or take a more trojan horse approach to influencing things.

This is a must-listen episode for anyone who wants to step up, take charge, and offer an alternative to the current leaders who aren't doing what's required today.

This conversation is a powerful reminder that we are all setting an example. Each and every day. So let's be intentional about what we want to put into the world.

Take care and keep making a positive impact.

~ Marc

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00:00 Welcome to Episode 203

03:30 Welcome back Marzia

04:30 Machines to Living Beings

11:30 What made her want to make the change

17:00 How to quickly build your confidence

21:30 From Machines to Living Orgs

30:30 Onboard with How, Not What

33:30 Conversation with the oblivious

40:00 Empathizing with the machine

42:00 The example of technology

46:00 Fast-tracking to leadership

47:00 Being strategic when you talk

50:30 Discussions to ponder

51:30 Food for thought

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Why is it that we rarely question the systems that govern our day-to-day lives?

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00:00 Welcome to Episode 202

04:00 Who is Fang-Jui

07:00 How she got into SD

10:00 Lightning Round

12:30 All beings thriving

18:30 Outdated systems fail

23:00 Asking a river permission

30:00 What we took for granted

38:30 How to prevent overwhelm

46:00 Moving forward without panic

48:00 The skill that will help

51:30 what we can to help

1:01:00 where to reach them

1:01:30 One thing you can remember

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My daughter dared me to 15 meters free-fall... I was on a climbing track with her, and this was one of the "attractions." Of course, she had taken the plunge without shedding a sweat.

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00:00 Welcome to Episode 201

03:00 Who is Lilli

04:00 how Lilli heard about SD

05:15 Lightning Round

06:15 Community needs to reflect

11:15 Why Lilli needed to Step Back

13:30 Moving to the sustainability spectrum

19:30 World that's not going to be here

22:30 Black foot tribe

25:00 The responses / the results

29:15 Crisis to nature and to ourselves

33:15 How do I preserve this life?

39:15 What Imma Collective is doing

45:00 The biggest challenge

49:00 Do it with Joy and patience

50:30 The journey most proud of so far

51:30 One piece of advise

54:30 How to embark in this journey too

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Recently, I turned 43... I don't really celebrate my birthdays anymore.

Don't worry; I have an amazing wife who makes sure there's always cake.

But I do always try to take a moment and reflect on my past year because “The only time you should ever look back, is to see how far you've come.”

Well, today, it's not just about my journey; it's about ours.

We've hit a massive Service Design Show milestone: 200 episodes!

That's a new interview every two weeks for over 8 years.

And by now, we've clocked in over 500.000 listens to our conversations. Truly mind-boggling.

Especially when you consider how niche our field is (still). It tells me what I do matters to people like you.

Honestly, if I had to, I'd still do this show just for my own learning... but knowing you're out there makes it so much better.

To celebrate, I'm flipping the script. For this episode, it's me answering YOUR questions. Some are about service design, some get a bit personal...

Here's a sneak peek:

You might be surprised by some of the answers.

Guess, there's only one way to find out...

This episode was a lot of fun and quite a challenge to produce. Let me know if you like this format – maybe we'll do a follow up...

Take care,

~ Marc

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00:00 Welcome to episode 200

01:50 Why Service Design

04:30 Lessons learned from 200+ conversations

10:15 The business model

16:15 How to stay healthy and sane

25:00 Communicating service design

31:00 Designing timeless services

36:00 Is Journey Management the next big thing

40:00 Where are things going

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Is design facing a crisis? You don't have to spend much time on LinkedIn to read about the recent layoffs, studio closures, and debates about our value.

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00:00 Welcome to Episode 199

03:30 Who is Yvonne

04:30 How she stumbled to SD

06:00 Lightning Round

10:00 Design, Designers, & Innovation

14:00 The promise of design thinking

17:30 What's the impact

27:00 The new role of design community

37:00 Aligning people's expectations

39:30 How to accelerate demand

44:00 How to measure success

48:30 One takeaway

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This has to stop... I don't care what they say. Chatbots s*ck.

But we, as service design professionals, have the power to make things better.

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00:00 This is Episode 198

04:00 Who is Cameron

05:00 How he stumbled to SD

12:30 the current perspective to SD

15:00 the ideal outcome

16:45 A vastly uneducated community

24:00 Why the model isn't adopted

26:00 How to support the current economy

29:30 Hockey puck story

33:30 Thoughts in AI

39:00 What you can be offering

41:30 Expressing the need

45:00 Importance of frontline observation

50:00 One practical takeaway

52:00 Connect with Cameron

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Imagine that you had the power to look into the future...

That you could escape from the short-term focus and envision a world years or even decades away. And on top of this, you'd be able to turn this vision into something real, a roadmap to guide your decisions today.

Wouldn't that change everything?

Now, this episode won't give you a crystal ball, but it might be the next best thing.

We all know that the challenges we face today require different ways of thinking in order to solve them. If we continue on the trajectory we're currently on, our future isn't looking very bright, to say the least.

In order to create a different, better future, we have to first imagine it.

But with our world changing so fast, how can we even predict tomorrow, let alone years from now? Aren't we just better off focussing on the here and now?

Not according to our guest, Ali Draudt. Ali teaches us that predicting the future is a hidden superpower of designers. Lucky for us, Ali is an expert – author of "What the Foresight," holding a degree in Design Strategy and Strategic Foresight, and is currently the Head of Innovation and Design Strategy at Nike.

In this episode, you'll hear how to:

So, if you're to unleash your hidden superpower and make better decisions today you'll be in for a treat!

Talking with Ali reminded me that the dots only connect in hindsight. The only way to make those breakthrough, serendipitous connections is by continuing to explore things that seem irrelevant now.

Enjoy and keep making a positive impact.

~ Marc

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00:00 Welcome to Episode 197

04:00 Who is Ali

04:45 How Ali Stumbled into Service Design

06:30 Lightning Round

08:00 Moving beyond antromorphic design

10:30 What's truly human-centered

17:30 Adopting to this practice

21:00 Next big thing to go beyond

24:00 Changing levels of zoom

31:00 Coping mechanism on the speed

38:00 Using the Steep Model in Teams

40:00 4 archetypes to future potentials

45:30 What good work look like

49:30 Co-creation mode

50:45 What I hope you'd remember

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