Service Design Show

Service Design Show•www.servicedesignshow.com

Go beyond the basics of service design and learn what it truly takes to deliver services that make a positive impact on people, business and planet.

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Episodes

Service Design is fractal / Andy Polaine / Episode #10

Andy shares his ideas on the fractal nature of service design. Or in other words at level should you be designing a service to really make an impact. ---------------------------------------- EPISODE GUIDE 1:20 - First encounter with Service Design. 4:21 - How far can Service Design go (the fractal nature of SD)? 11:27 - How can we design services end to end? 20:03 - Who are / is doing design from within? 28:15 - Expert Tip: become a more interesting person. 31:32 - Big Question: why do you see t...

Aug 11, 2016•33 min

Linking Service Design to business value / Damian Kernahan / Episode #9

Damian Kernahan talks about why service design needs to do a better job at articulating the value it creates for business and consumers. ---------------------------------------- EPISODE GUIDE 1:32 - First encounter with Service Design. 5:50 - What if we actually implemented more service design work? 13:48 - What is the clear value proposition of service design? 18:34 - How can we link service design and customer experience improvement to value? 24:17 - Expert tip: read (a lot)! 27:04 - Big quest...

Jul 28, 2016•29 min

The secret to building a customer centric culture / Dave Gray / Episode #8

Dave Gray talks about why understanding Organisational culture is more important than ever and how norms, habits and behaviours shape that Organisational culture. ---------------------------------------- EPISODE GUIDE 1:22 - First encounter with Service Design. 3:49 - How might we create more customer centric organisations? 10:02 - Why do I say culture is norms, habits and behaviours? 25:19 - How can we shift the internal workings? 30:05 - Beginners tip: find those peers and start learning from ...

Jul 14, 2016•39 min

Getting your boss to prototype customer experience / Adam Lawerence / Episode #7

Adam Lawrence talks about the power of jamming, the relationship between work and play and about using theater as a toolset within service design. ---------------------------------------- EPISODE GUIDE 0:49 - First encounter with Service Design. 6:08 - How can we Jam to find our next next big idea? 14:28 - Why do work and play fit well together? 21:10 - What if theater was a toolset? 29:25 - Beginners tip: do research and prototype! 30:32 - Adams question: how can I do this using fewer words? --...

Jun 30, 2016•32 min

What Service Design can learn from the olympics / Alex Nisbett / Episode #6

Alex Nisbett talks about customer performance, designing great public services and building internal service design capacity. ---------------------------------------- EPISODE GUIDE 1:04 - First encounter with Service Design 3:02 - How can we design for Customer Performance? 12:42 - Who are building [service design] capacity? 20:40 - What if public services became better than commercially provided ones? 26:45 - Beginners tip: Go out and make a difference! 28:56 - Question: Will the need for desig...

Jun 16, 2016•32 min

Tackling the biggest challenge within design education / Lauren Currie / Episode #5

Lauren Currie talks about redesigning design education, decreasing product consumption and the value of design. ---------------------------------------- EPISODE GUIDE 1:05 - First encounter with Service Design 3:18 - What if design education transforms the role of designers in society 9:40 - How much has Service Design changed at scale how society consumes stuff 16:32 - How can we get better at articulating the value of design 21:29 - The beginners tip: redesign a service that makes you angry 23...

Jun 02, 2016•25 min

Design better services through experience prototyping / Erik Roscam Abbing / Episode #4

Experience prototyping can help you design better services! Curious how? Check out this episode with Erik Roscam Abbing. ---------------------------------------- EPISODE GUIDE 1:04 - Your first encounter with Service Design. 4:05 - Why are organisations internalizing Service Design? 12:33 - What if we could prototype experiences? 21:41 - When will HR departments require elements of Design Thinking? 29:18 - The beginners tip. 32:35 - Question for the viewers. -------------------------------------...

May 19, 2016•35 min

Service Design shouldn't be a department / Arne Van Oosterom / Episode #3

How do you scale Service Design? Just one of the topic in this episode of the Service Design Show featuring Arne van Oosterom. ---------------------------------------- EPISODE GUIDE 0:55 - Your first encounter with Service Design. 6:19 - How should we scale Service Design? 14:26 - Why do we need to move beyond buzzwords? 23:12 - Who are the Service Designers? 32:57 - The beginners tip. 34:21 - Question for the viewers. ---------------------------------------- ABOUT ARNE VAN OOSTEROM @DesignThink...

May 05, 2016•37 min

How much value does Service Design create / Birgit Mager / Episode #2

Can we measure how much value Service Design creates? This and more in this episode of the Service Design Show featuring Birgit Mager. ---------------------------------------- EPISODE GUIDE 2:17 - Global Service Design Conference 2016 in Amsterdam 4:23 - What is your first memory of Service Design 7:46 - How can we make sure that the uniquenss of Service Design will be saved 12:52 - The Service Design Day on June 1st 2016 #SDDay 18:08 - How much value does Service Design create 27:02 - Birgits t...

Apr 21, 2016•30 min

A Customer Journey Map is not a ****ing deliverable / Marc Stickdorn / Episode #1

What is the difference between UX, CX, Design Thinking and Service Design? This and more in this episode of the Service Design Show with Marc Stickdorn. ---------------------------------------- EPISODE GUIDE 1:10 - First encounter with Service Design. 4:30 - Why do we have so many names for doing design? 9:10 - When will we finally do really good research in practice? 15:45 - How much technology do we actually need in Service Design? 24:55 - Marcs golden tip for aspiring Service Designers. 25:56...

Apr 16, 2016•28 min

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