What is service design? A question that is keeping the community busy up till today. And probably the foreseeable future. In this episode Søren Bechmann talks about his journey how he tried solve this question for once and for all. Søren has formulated a new definition for service design. A definition that might surprise you! Next to that we talk about how the ever growing focus digital solutions is pushing the human aspect out of the things we do. Is digital always a better answer? Finally we a...
Nov 15, 2018•39 min
The more you try to please your customers the lower the valuable perception of your service will be. Yutaka Yamauchi has studied the service of sushi restaurants and found the most valuable services are the ones that are a struggle for customer. These are services that are somewhat intimidating. The challenge for the designer is to find the perfect balance between human centered design and human decentered design. We also talk about why customers are not just merely the input in the co-creation ...
Nov 01, 2018•38 min
How can we use Service Design to drive business innovation? And how is that different from using service design to drive social innovation for instance? In this episode professor Yong-Se Kim shares his perspective on this topic. You'll also learn how we can use computer aided tools to enrich and support the service design process. This is not just about digitalising post-it notes. It's about things like helping us to model human relations and interactions using technology. Finally we address how...
Oct 18, 2018•36 min
What's a key ingredient in order to be able design great services? It's that you need to deeply understand the social context and cultural norms that exist. In this episode Diego Mazo clearly exemplifies why this is so important in service design by looking at the differences between Spain and Colombia. We also dig deeper into the current state of service design in Latin America and Colombia in particular. What is driving the growth of the field there? And what can you learn from that! Finally w...
Oct 04, 2018•29 min
Think about it... already back in the 60s companies were designing and delivering great service. That was way before service design or design thinking caught on with the masses. So how did they do it back then? What was their strategy for success? And what can we learn from that today. In this episode Victor Lidoy shares his experience as a design director at LATAM Airline which has been in the game of delivering a service for over a century now. We also discuss what kind of incentives companies...
Sep 20, 2018•35 min
Airports are a stresful enviroment. A lot of things happen and people are always in a rush. How can you impact the actual passenger experience as a service designer in these conditions. In this episode Stine shares her most important lessons she's learned being the Service Excellence Director at the Copenhagen Airport. We also talk about how to use customer feedback to drive change and innovation without huge budgets or large in-depth studies. And finally you'll learn how what it takes to transl...
Sep 06, 2018•32 min
What's the value of creativity in a world that is filled with ideas? How do you know which ideas are valuable and which ones are just noise? Roberto Verganti talks about the lost art of critical thinking and why we need design critique today more than ever. If you had to delete all the apps on your phone and were allowed to just keep one? Which one would you choose? Your goal as a designer should be to deliver that app (or product or service). But what's the secret to designing apps, products an...
Aug 23, 2018•36 min
There is a design revolution going on in the US government. More and more government agencies are adopting design to create and deliver more human centered services. In this episode Jeneanne Rae talks about what is driving this quick adoption of design and what's needed to accelerate it even further. We discuss the value design brings to government and how to clearly communicate that value to stakeholders. And finally we touch upon some of the challenges that are associated with spreading design...
Aug 09, 2018•33 min
What does it mean to design healthier societies? And what's actually needed in order to do that... just one of the things Jorge Arango talks about in this episode. Have you ever considered how contexts influence our behaviour? We've known this for quite some time in architecture and have become quite well at delivering physical contexts that are fit for purpose. But it seems that we still have a way to go when it comes to designing digital contexts. One of the challenges with this according to J...
Jul 26, 2018•47 min
What happens after everyone has gone through a service design or design thinking training? What's next?! Gerry Scullion hosts the This is Human Centred Design podcast (go check it out!) and knows a thing or two about doing Service Design. In this episode we talk about how we can democratise service design and make it even more inclusive. Inviting even more people from outside the field to participate. We also touch upon the brand of Design Thinking. There seems to be a growing number of people i...
Jul 12, 2018•34 min
Here are 3 ways that can help to kickstart your career as a service designer. Although the number of job listings for service designers is growing by the day it doesn't mean that it's easy to actually land a job. It can feel especially challenging when you don't have the formal educational background or a rich portfolio filled with hands on experience. In this episode I share 3 ways that should help to get your service design career of the ground. Looking for a short summary? Make sure you study...
Jun 28, 2018•7 min
There is so much talk about design thinking these days. And it tends to confuse a lot of people when they also encounter service design. I think is a lot of overlap between these two terms but there are absolutely also some meaningful distinctions. In this episode I'll explain which term I use (not that hard to guess) and what my perspective is on the differences. This episode is the first one that I'm doing in a new format. In the new format I try to answer, or at least give my perspective on, ...
Jun 14, 2018•7 min
By now we all know that storytelling is one of the most powerful tools in the service design toolbox. But can we also use storytelling to actually improve our own practice? Steve Portigal thinks so and he explains why in this episode. And how well aware are you of your own biases, beliefs and assumptions when you go into a project? Learning to better listen to ourselves might be a key to get more meaningful work done. Finally we discuss why the value of deep research is still often not aligned w...
May 31, 2018•37 min
There are different types of service design. Did you know? Deborah Szebeko explains the balance between service innovation, service improvement and service design. Because if you're doing a service improvement project with a service innovation mindset it's bound to fail. And we don't want that right :) We also talk about designing #BusinessModels. Whenever you're designing a new service you're quite often also designing a business. And finally... do we rely too much on technology and process ins...
May 17, 2018•32 min
What are the trends within service design that you should be paying attention to? That's exactly what you'll learn in this 5th edition of the service design show trend report. I've gone through episodes 41 to 50 and narrowed all this great content down to 3 key trends which I've this time all formulated as a question: 1. Is technology a treat or an opportunity for service designers? 2. What is our added value today and what will it be tomorrow? 3. What does scaling service design actually mean? ...
May 03, 2018•9 min
In this episode Joe Pine explains why it's so important that we understand the distinctions between services and experiences. There are no markets. There are just customers! So we need to stop marketing and start customering. What's customering you ask? Joe explains it in detail. Finally we discuss the different roles of the Chief Experience Officer (CXO) and why this is a vital role in companies that want to survive in the experience economy. Would you like to win a SIGNED copy of The Experienc...
Apr 19, 2018•39 min
One of the biggest mistakes service designers make is to design for an ideal end state. In this episode Idris Mootee explains why we should stop doing that and what the alternative is. We also talk about economics of running a service oriented business. And how services can become a core element for differentiation. In this episode we're also announcing a contest in which you can win a SIGNED copy of the book by Idris called Design Thinking For Strategic Innovation! Check the episode for details...
Apr 05, 2018•34 min
How do you scale design beyond a single team, beyond a single department and even beyond a single country? Doug Powell is tasked at IBM to do just that! We also talk about the impact designers have on the big social challenges in the world. Or rather the lack of impact and what we can do about that. Finally we touch upon what I like to call "new design material". It's technologies like AI, VR and IoT. What do these new design materials mean for us? Three topics that are truly the new frontiers o...
Mar 22, 2018•32 min
One of the hardest things in service design is to make actual ideas a reality... the often missing link between design and implementation. In this episode Ryanne van der Eijk shares her experience as former Chief Experience Officer at one of the biggest airlines in the world and now designing the passenger experience at two large airports. We also discuss another hot topic in the industry. Being abele to consistently measure the customer experience. So if you're interested learning how service d...
Mar 08, 2018•35 min
How can we leverage human psychology to create a better service experience? That's the main topic in this episode with Luke Battye. Should we really focussing on improving the experience in certain touchpoints? Or should we focus more on searching for ways to improve the memory of the service experience... The last thing we discuss is how can we use psychology to help teams solve problems in less time. And who doesn't want that right? Super cool episode on the crossover between human psychology,...
Feb 22, 2018•31 min
Why is it hard for designers get compensated according to the true value they are delivering? And what can we do to change that. The Chris Do shares his perspective. How do you define who you are? Which label do you use? This is the second topic we discuss in this episode and it's a fundamental one. Because labels can limit your opportunities to work on problems that are worth solving. And finally we talk about how you're more than the sum of what you produce... Enjoy this episode and don't forg...
Feb 08, 2018•41 min
Are we as designers ready to take true ownership of innovation and accept all the responsibilities that this brings along? That's the major theme in this episode with Mauro Porcini who's the Chief Design Officer at PepsiCo. We also talk about what's needed to successfully bring in a new (design) culture into an existing organisation. A task which many have tried and failed. Mauro shares his most important lessons regarding this topic. And finally we discuss the characteristics of a "design think...
Jan 25, 2018•34 min
More service designers should get involved in redesigning public services according to Sabine Junginger. We also talk about if we can make policy more effective if we look at it through a design lens. And finally, do you have a clear and concise what a service actually is? Because that's quite an important question if you consider yourself to be a service designer. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 04:54 - What if we are not clear ...
Jan 11, 2018•33 min
Is there a future for service design agencies when everything goes in-house? That's the existential question Sarah Drummond asks. If we're helping organisations build internal service design capacity what will be the role of the agency in the future? We also discuss how frontline staff can be even more involved an empowered to design services. ---------------------------------------- EPISODE GUIDE 02:05 - Your first encounter with Service Design 04:50 - How can we build capacity for service desi...
Dec 28, 2017•27 min
Which trends are shaping service design in 2017? And what could they potentially mean for you? That's what this fourth trend report is about. I've browsed through episodes 31 to 40 and looked at what the interesting patterns were. And this is what emerged! 1. The shift from process to outcome 2. Escaping the service design bubble 3. Un-designing services ---------------------------------------- If you're curious what has been said in the previous trend reports have a look here: Trend Report # 1 ...
Dec 14, 2017•9 min
How van Service Designers benefit from AI and Machine Learning? Which parts of the design process can be outsourced to computers? Do we still need to design services or should we take an even more holistic perspective and design for outcomes? Service Design pioneer Peter Fossick dig into these questions! ---------------------------------------- EPISODE GUIDE 02:10 - First encounter with Service Design 03:40 - How do we design services and add value in the outcome economy? 11:41 - Why is Service ...
Nov 30, 2017•32 min
You think Service Design is the new kid in town? Well, Gilles Rougon has been involved in this field since 2000! In this episode he shares how the field has evolved and where it's heading. We also talk about what's needed for Service Design to reach its full potential. ---------------------------------------- EPISODE GUIDE 02:39 - First encounter with Service Design 04:43 - Where did the journey of Service Design lead to? 14:44 - What is the importance of Service Design for the World Design Orga...
Nov 16, 2017•31 min
Design research pioneer Jan Chipchase talks about how it's like to run a design studio that has no fixed physical prescense and about his latest book The Field Study Handbook: a how to, why to guide to running international field research project. This episode is a podcast exclusive. A special treat for all you listeners out there. Enjoy! ---------------------------------------- LINKS FROM THE SHOW https://www.thefieldstudyhandbook.com/ https://www.studiodradiodurans.com/ https://www.kickstarter...
Nov 11, 2017•24 min
How big are the goals that you're working on? Is there a better way to assess the value of design? And why do we need a Ministery of Design? Important questions on which Marcel Zwiers, who's the founding partner of 31Volts, shares his perspective in this episode. Enjoy! ---------------------------------------- EPISODE GUIDE 02:30 - First encounter with Service Design 03:53 - What if we would look at design in the most fundamental way? 11:45 - How big should we think when it comes to Service Desi...
Nov 02, 2017•28 min
Anne Stenros is the Chief Design Officer for the city of Helsinki in Finland. In this episode she talks about her role, the future of cities and why design is by definition always an political act. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 03:44 - Why would you have a Chief Design Officer? 12:09 - How can we use design as activism? 20:22 - What if the next city is completely ran by citizens? 27:51 - Big question: What is your purpose as a ...
Oct 19, 2017•29 min
