Could we be creating more value by designing less? And if we're designing for change what is it that our generation will remember about this age? An episode in which Chirryl-Lee Ryan takes a moment to reflect on design and asks some really powerful questions. ---------------------------------------- EPISODE GUIDE 02:23 - First encounter with Service Design 03:54 - What is progressive reduction? 13:02 - What if we’re doing it all wrong? 19:18 - Are we designing for experience or memory? 27:45 - B...
Oct 05, 2017•30 min
New challenges emerge as service design is growing up. The Head of Service Design at the UK government, Louise Downe, talks about how we can sustainable scale service design on an organisational level. And why we need to reconsider the role of service designers in general. ---------------------------------------- EPISODE GUIDE 01:55 - First encounter with Service Design 03:55 - How might we scale service design in a sustainable way? 16:00 - Is our current understanding of what a service designer...
Sep 21, 2017•32 min
Hartmut Esslinger has been a designer since the age of 5. Today he is still concerned with how we can design better instead of more products. Design for reuse, modularity and sustainability. And we also talk about how education needs to change radically. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with design 10:55 - What if people would learn to express themselves? 19:55 - How can we get to more sustainable design? 29:25 - Big question: do you really need it? ...
Sep 07, 2017•33 min
Growing Service Design beyond the boundaries of an agency, department or even an organisation. That is what this episode is all about. Service Design icons, Mike Press and Hazel White, talk about communities, building capacity and the role of leadership. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with Service Design 06:18 - Why do we need to build communities in Service Design? 12:55 - How can we build capacity? 21:41 - What if leadership was different? 27:10 ...
Aug 24, 2017•29 min
Does it even make sense to separate product from service design these days? Mark Rolston talks about how these the worlds have been blending into each other. We also talk about the new design materials: data and intelligent systems! We must inherently design for dynamism, but how?! Awesome episode. ---------------------------------------- EPISODE GUIDE 2:30 - First encounter with Service Design 5:03 - What is changing in our relationship with products and services? 19:50 - What is happening in t...
Aug 10, 2017•36 min
How do you become a service design craftsman. What does it take? Is it even possible? Mahmoud Abdelrahman shares his thoughts on this topic. We also discuss how we can design for a better project experience. And finally Mahmoud gives an update on the service design landscape in the Middle East. ** Customer Advocacy Posters https://www.linkedin.com/pulse/customer-advocacy-posters-mahmoud-abdelrahman ---------------------------------------- EPISODE GUIDE 2:15 - First encounter with Service Design....
Jul 27, 2017•31 min
What happens in an organisation when a service design project ends? What can we do to make sure that an organisation has the capabilities to continue on the customer centric path? Service design veteran Stefan Holmlid also talks about designing for systems in which welfare isn't tied to a fixed location. And finally we discuss the relationship between politics and design(ers). A lot of the things we talk about in this episode surrounding the organisational capabilities part are based on the PhD ...
Jul 13, 2017•30 min
Learn about the trends that are shaping service design. These trends are based on the patterns that have emerged from the last 10 episodes of the Service Design Show. The trends that are addressed in this episode: 1. Unboxing Design Thinking 2. Designing better design teams 3. Culturalizing design methods Let us know us know in the comments what you consider an important trend in service design! Trend Report # 1 ➜ https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2016 T...
Jun 29, 2017•8 min
We need to move beyond design thinking bootcamps and help people to understand design at a deeper level according to Doreen Lorenzo. Doreen stresses the need for teaching critical thinking and creative problem solving in education. And finally we talk about why businesses still aren't putting the right value on empathy. ---------------------------------------- EPISODE GUIDE 2:23 - First encounter with Service Design. 5:03 - Have we created a FAD? 11:12 - Why have we decided in education to begin...
Jun 15, 2017•27 min
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:...
Jun 01, 2017•26 min
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...
May 18, 2017•29 min
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'...
May 04, 2017•29 min
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 **, ** B...
Apr 20, 2017•25 min
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. ---------------------------------------- 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-governmen...
Apr 06, 2017•26 min
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 lov...
Mar 23, 2017•29 min
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 -------------------------------------...
Mar 09, 2017•31 min
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. ...
Feb 23, 2017•31 min
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 --------------------...
Feb 09, 2017•35 min
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. --------------------------------------...
Jan 26, 2017•8 min
Did you know every company is already doing service design without even know it? Mauricio Manhaes talks about that in this episode. We also discuss how to asses and evaluate Service Designers and why Service-Dominant Logic has the potential to leap Service Design 10 years ahead. ---------------------------------------- EPISODE GUIDE 1:45 - First encounter with Service Design. 3:25 - Who are Service Designers? 9:52 - Why Service Design from an economic business cycle perspective? 18:12 - How can ...
Jan 12, 2017•31 min
We need to be giving service design away. At least according to Jamin Hegeman. Jamin has moved from Adaptive Path to become the head of design at Capital One financial services division. We talk about why he did that. And finally we address the need for a compelling vision and how management people are missing the point here. ---------------------------------------- EPISODE GUIDE 2:00 - First encounter with Service Design. 3:55 - What does giving service design away mean? 12:15 - Why did I go in...
Dec 29, 2016•31 min
How do we keep the human touch in services that are being automated using artificial intelligence? Service Design veteran Stefan Moritz also talks about the need for a new perspective on scaling and how we need to move from storytelling to storydoing. ---------------------------------------- EPISODE GUIDE 4:18 - First encounter with Service Design. 6:22 - How can we be superhuman? 13:19 - What if scaling was possible? 22:04 - Storydoing… 30:04 - Expert Tip: Do and reflect! 32:44 - Big Question: ...
Dec 15, 2016•35 min
What is the value of Service Design from the perspective of one of the world largest car manufacturers? Holger Hampf who is the head of user experience at BMW Group shares his thoughts on how services can be used to extend the BMW experience. We also talk about designing for freedom and joyful experiences. ---------------------------------------- EPISODE GUIDE 1:54 - First encounter with Service Design 5:17 - How can we extend the feeling of freedom? 10:22 - How much integration do we need? 16:0...
Dec 01, 2016•26 min
Is it possible to merge the western design philospohy with the Chinese culture? Amy Ip shares her thoughts on this topic. We also talk about the value of design for Chinese clients and finally we touch upon the need to transform design education in China. ---------------------------------------- EPISODE GUIDE 1:23 - First encounter with Service Design. 3:16 - Why do we need to reform design education? 14:17 - Who are Chinese clients? 22:10 - How can we practice Service Design within a coorperati...
Nov 18, 2016•35 min
Where do you start when you are passionate about service design but don't have very limited resources? Megan Miller and Erik Flowers started a community called practicalservicedesign.com to anwser this question. We also talk digital services and jobs to be done! ---------------------------------------- EPISODE GUIDE 1:42 - First encounter with Service Design. 4:54 - Why is ultimate practicality one of todays topics? 14:23 - Why is jobs to be done the hot topic on slack? 22:34 - When will cyber s...
Nov 03, 2016•38 min
How do you put customers at the heart of your business? Daniel Ewerman talks about the power of the customer journey when it's treated as a change plan instead of a deliverable. We also talk about the need to design service organisations not just services. ---------------------------------------- EPISODE GUIDE 1:25 - Daniels first encounter with Service Design. 5:17 - Why do organisations fail to put the customers at the center of their business? 14:00 - Why service design(ers) shouldn’t design ...
Oct 20, 2016•32 min
Professor Xiangyang Xin talks about the fundamental elements that make up a service. Without a clear understanding of these elements it's impossible to design and express services. We also talk about the core skills a service designer needs. ---------------------------------------- EPISODE GUIDE 1:53 - First encounter with Service Design. 6:28 - How can we express a service? 14:21 - How many skills do service designers need? 22:28 - What is a service? 27:24 - Expert tip: be an interesting and go...
Oct 06, 2016•32 min
Luis Alt talks about the next generation service providers, the positive and negative aspects of the service culture in Brazil and finally why we need to rethink and humanize the relationship companies have with their customers. ---------------------------------------- EPISODE GUIDE 1:14 - First encounter with Service Design. 5:08 - How can we make the service culture better in brazil? 14:02 - Who are the next great service providers? 20:42 - What if we thought about relationships with companies...
Sep 22, 2016•33 min
Patti Hunt and Kristin Low talk about Service Design in Asia and the lack of urgency for it. We also dive into the topic of Artificially Intelligent services. ---------------------------------------- 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/c/servicedesignshow
Sep 08, 2016•38 min
In this episode we talk about the 4 major trends that are shaping the service design field in the summer of 2016. These trends have emerged as patterns from the first 10 episodes of the show. What do you consider the most important trend? Join the discussion and share your thoughts in the comments below. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ http://soundcloud.com/servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episod...
Sep 06, 2016•9 min
