Ever felt trapped in a service you couldn't escape... Trying to end a subscription only to face a frustrating maze of hurdles? Let's face it, service endings are often the worst experience ever. The good news is that it doesn't have to be this way. In fact, well-designed endings can be a secret weapon for your business. Think about it – when customers inevitably move on, what's the final impression they take with them? Sadly, most companies neglect or wilfully ignore this crucial...
Aug 01, 2024•1 hr 3 min•Ep. 207
Let's crack the code of proving design's impact on the bottom line... For this, we first have to go back to 2012. That year, a groundbreaking discovery was made at CERN. The existence of the Higgs Boson, a particle that had eluded scientists for over 40 years, was finally proven. You know what? I feel that this elusive quest is very similar to our own pursuit in the world of service design: proving the undeniable business value of design. We see its impact all around us, but providing it...
Jul 18, 2024•1 hr 8 min•Ep. 206
Good Services... A book that has quickly become a classic in our field. If you haven't read it yet, it's a must. It outlines the 10 principles of good services, which is pretty fundamental stuff. But even before writing it, Lou Downe was already an icon, creating impact as the Director of Design at the Government Digital Service in the UK. So when I heard through the grapevine that there was a sequel in the making, I just had to invite Lou back to the show. Interestingly enough, our conv...
Jul 04, 2024•1 hr 5 min•Ep. 205
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 proc...
Jun 20, 2024•1 hr 13 min•Ep. 204
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 Change because we want to break free from outdated mental models that can't solve today's challenges.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 Aric...
Jun 06, 2024•56 min•Ep. 203
Why is it that we rarely question the systems that govern our day-to-day lives? Imagine building a rocket ship while still believing the sun revolves around the earth. Even though this sounds ridiculous today, it's not that long ago that this was the accepted notion. When Galileo first made the claim that it was actually the other way around, he even got jail time. Yeah, people don't really like it when their fundamental beliefs are put up for scrutiny. Our history is full of "truth...
May 23, 2024•1 hr 4 min•Ep. 202
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. So, there I was standing on the edge, ready to take the jump, while everything in my body was screaming NO. I hesitated, terrified... but backing out was not an option. Especially not when a 10-year old girl is cheering dad on from the ground. Sometimes, you just have to leap into the unknown and trust th...
May 09, 2024•58 min•Ep. 201
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 ...
Apr 25, 2024•50 min•Ep. 200
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. Whether or not you call it a crisis, it's hard to deny that things have been shaken up recently. But instead of focusing on surface level symptoms, let's dive deeper. In this episode, we sit down with Yvonne Tran, design director at the New York Times, to explore the underlying forces that shape design. Where are we coming from, and ...
Apr 11, 2024•54 min•Ep. 199
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. Sure, ChatGPT and Google Gemini are impressive tools, but a chatbot on a company's website? Probably one of the most frustrating experiences you can have these days. This trend toward replacing humans in service delivery is a growing concern. There's nothing wrong with trying to optimize processes. It becomes a problem when it's done in a m...
Mar 28, 2024•55 min•Ep. 198
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...
Mar 14, 2024•53 min•Ep. 197
Here is something that makes many service design professionals cringe... The question to quantify the impact design has on the company goals. You'll see that finding the answer to this question is actually surprisingly easier (and more fun) than you might think. Here's a business mantra you might have heard before: If it's not being measured, it's not important. Numbers rule. That's that cold, hard reality of how companies operate. Now, as a design community, we've always...
Feb 29, 2024•1 hr•Ep. 196
What's the most important tool in your service design toolbox? No, it's not a fancy piece of software or a groundbreaking methodology. The most important tool is you. A bit cheesy? Perhaps. True? Absolutely! Let me explain. You're the enabler for all actions leading to positive change. It's easy to overlook the importance of keeping this tool—yourself—in top shape. And you can only deliver your best work when you're healthy and happy. If you're drained by unfulfilling wor...
Feb 15, 2024•53 min•Ep. 195
Design is at risk of being misused and exploited... Wow, I had to let that sink in for a moment. It's not the first thing that comes to my mind when I think of the service design community. I generally see a bunch of optimistic and passionate professionals dedicated to making the services around us better. However, our latest guest, George Aye, delivers an important wake-up call. George argues that when we solely focus on the feasibility aspect of our work, we fall into the trap of contribut...
Feb 01, 2024•1 hr 1 min•Ep. 194
Could it be that we're missing the ultimate metric of success? If I asked you about the metrics driving your organization, I bet revenue, costs, and profit would top the list. Sure, staying in business means earning money, and for most organizations, growing profit has been the default mode of operation. But here's the catch: more money shouldn't, and frankly can't, be the end goal. We all feel the consequences of that mindset today. So, if profit isn't the ultimate metric of...
Jan 18, 2024•1 hr 2 min•Ep. 193
Here's a crazy idea... Imagine you had a team of service design superheroes by your side. A team that helps you take on the status quo head-on, challenging organizational inertia with confidence. As service design professionals, we're playing the long game. Change is a journey, and navigating tough times is part of adventure. Over the holidays, I read "The Long Game". In the book, the author underscores the importance of a strong support group to overcome short-term challenges ...
Jan 11, 2024•46 min
We've all heard it before... An idea is nothing without execution. As service design professionals, our mission goes beyond doing research and creating future scenarios. We're here to create real, tangible change in the lives of the people we serve. But here's a frustration I'm sure you'll recognize: many insights we uncover eventually never materialize into solutions. It's been a critique of service design for years. Why does this happen? Well, one reason is the handover...
Jan 04, 2024•53 min•Ep. 192
In our fast-paced society, we often find ourselves rushing through life. Whether meeting work deadlines or juggling personal commitments, speed and efficiency seem to rule the day. Our interactions with others have become transactional, focused on accomplishing tasks rather than building meaningful connections. Have we lost the art of genuine communication, leaving us feeling pressured and stressed, constantly chasing happiness? Sometimes, it definitely feels so. So what if we paused for a momen...
Dec 21, 2023•56 min•Ep. 191
Design has failed... There's a growing narrative that design has fallen short, failing to tackle important business challenges and truly impact customers' lives. But let's dive deeper. Was this a predictable narrative from the start? In recent years, design often found itself working within confined parameters, struggling to fit into an agile, time-boxed, and predictable fashion. Trying to responsibly and get in line with the rest of the business. I've seen many talented service ...
Dec 07, 2023•1 hr 11 min•Ep. 190
ResearchOps, it's a real game-changer... To drive home why, let me share a personal story. I've been producing this podcast for six years now. There are at least 60 steps that need to be completed before a conversation reaches your ears. Over the years, I've put different systems in place to make the production process run smoother. But here's the interesting part: Today, I spend about the same amount of time on each episode as I did in my first year. So what's changed, you a...
Nov 24, 2023•59 min•Ep. 189
There is no way around it; you have to lead... Here's the elephant in the room: Being in a leadership position can be a lonely and isolated endeavor. As service design professionals, we often find ourselves in situations where people look up to us on what to do next. They put their trust in us to set out the course and direction. Great, right? Well, if you're the one who has to carry the weight of making the correct call each and every time, it can easily lead to unhealthy situations and...
Nov 09, 2023•1 hr 1 min•Ep. 188
Let's face it... In many organizations, human-centered design, unfortunately isn't yet woven into the cultural fabric. This means that design often still needs to earn its stripes before it gets fully accepted inside an environment that's dominated by a different mindset. And the stakes are high. Either design's influence grows, and investments shift toward it, or it risks fading into insignificance. Right now, there's a strong debate going on in our field: How can we earn th...
Oct 27, 2023•1 hr 5 min•Ep. 187
This can't be true... It was a revelation that left Mauricio Manhaes in disbelief. A disturbing pattern emerged during his research on what it means to cultivate a design-driven culture in everyday work. Doing research is much like connecting dots, where individual stories often lack groundbreaking insights. However, unexpected patterns can suddenly emerge when you look across these stories. And that's exactly what happened when Mauricio interviewed some of our field's most accomplis...
Oct 12, 2023•59 min
It's the magic ingredient (and blind spot)...Trust. It's not a topic that gets much attention in the service design space, but it's the secret sauce you need to get people on board with your ideas. Trust is the linchpin whether it's your colleagues, clients, or CEO. That's why, in this week's episode, we dive into what it truly takes to cultivate a deep sense of trust with those around us. The good news? You likely already have all the skills required. While trust is univ...
Sep 28, 2023•1 hr 13 min•Ep. 185
It's not a walk in the park... In fact, calling it challenging is a major understatement. What we, as service design professionals, often need to tackle some could described as brain surgery. But I bet they didn't teach you that in service design school. They certainly didn't for me. But why the analogy to brain surgery, you ask? According to our guest, Perrin Rowland , who serves as the Chief Experience Design Officer at one of New Zealand's largest banks, a significant part of ...
Sep 14, 2023•59 min•Ep. 184
What's the impact? What happens when you can translate the value of service design in a way your business leaders understand? Does your daily work transform? How does it influence your projects? Does it open doors to new challenges? Does it boost your career? Many theories abound, but why not hear it straight from the pros who are bridging this business-design gap? In this episode, six service design professionals share their journey. And here's a spoiler: improving your business communi...
Sep 12, 2023•52 min
It feels like an absolute no-brainer... Involving our users in the design process. We've all seen the outcomes of services that neglected this step. In the best case, these services that looked great on paper just get no adoption in the market. In the worst case, they cause harm to certain communities. Within service design, we know that co-designing solutions is a way to minimize this risk greatly and to deliver services that meet the needs of our users. Yet, involving users in a meaningful...
Aug 31, 2023•56 min•Ep. 183
In this episode, we dive deep into DesignOps and its rapid adoption by leading companies worldwide. Personally, I'm a strong advocate for DesignOps. I feel it holds the potential to unleash, or at least significantly contribute to, the full power of design within organizations. The fact that you're reading this tells me that you probably also feel design needs to operate at a more strategic level and not be confined to surface-level challenges. DesignOps plays a crucial role in creating ...
Aug 17, 2023•52 min•Ep. 182
Imagine not just designing one service... But shaping your entire organization so that it keeps improving the services it offers, continuously. Yes, it's a much bigger challenge, yet the reward of creating a highly service-oriented organization is immeasurable. But let's be real, redesigning an entire organization isn't a task for the faint-hearted. You're tinkering with an established system that has steered the company for years, propelling it to where it is today. In my view, ...
Aug 03, 2023•57 min•Ep. 181
What does the good life mean to you? And can you design for it? I had the pleasure of speaking with Diana Albarran Gonzalez recently, who firmly believes in the power of design to shape a better future for individuals, organizations, and our planet. She challenges the prevailing Western-centric and industrial philosophies that often prioritize extraction and exploitation over our collective well-being. To transform our design practice and prioritize the greater good, we must embrace diverse pers...
Jul 20, 2023•55 min•Ep. 180
