Polestar is the manufacturer of one of the most iconic electric cars at this moment.

So you can imagine that I was really excited when the opportunity came along to have a conversation with Christian Appelt, their head of service design.

Making service design work within a company that is organized around a strong product is a challenging task for sure.

But when I heard that their ambition is become a role model for how service design is embedded within organisations I knew this was going to be a good episode!

In our conversation Christian shares a lot of practical examples of what they are doing to let service design be a strategic business tool that helps to make smarter decisions.

We discuss the role of leadership, the importance of metrics and the impact of using the right tools.

After watching this episode you'll see that it's often the simple and small things that make a big difference.

So if you're trying to embed and scale service design within your company this is definitely an episode worth checking out.

--- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] -—

https://www.servicedesignshow.com/selling/

--- [ GUIDE ] -—

00:00 Welcome to episode 128

03:30 Who is Christian Appelt

05:00 60 second rapid fire

09:00 How did service design start at Polestar

11:00 The place of service design

14:30 Typical service design challenges

19:00 Demonstrating the business value

23:30 Guiding stakeholders through uncertainty

26:00 The CX dashboard

29:30 Building a common language

33:00 The power of internal communication

39:30 Evolution of the approach

42:45 What does the future hold

44:00 Biggest learnings

47:00 Product or service industry

48:00 Final thoughts

--- [ LINKS ] ---

* https://www.linkedin.com/in/christianappelt/

* https://orgdesignfordesignorgs.com/

* https://www.fastcompany.com/90636315/this-designer-led-ev-company-could-finally-challenge-tesla

--- [ 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