How to Thrive When Your Company Doesn't Get Service Design / Inside Service Design / Elle & Nick / Ep. #12
Episode description
You look around the room and realize you’re the only one who cares about the customer. 😫 It’s exhausting to be the lone voice begging for user research while everyone else just wants to ship the next feature.
In this episode, Elle Beaumont-Bilsby and Nick Gaff join the show to discuss the heavy lifting required to be an in-house service design practitioner. We move beyond "thick skin" and look at how to build a sustainable career in environments that don't fully understand design.
You’ll learn:
- Why surviving as a lone wolf is impossible and how to locate "quiet allies" hidden in other departments.
- A practical framework for building resilience at an organizational, service, and personal level.
- How Elle and Nick practice high-impact design without having "Service Designer" on their business cards.
- Practical tips for staying sane and avoiding burnout when you are the only advocate for the user.
- How to find a support crew outside your organization to help you carry the weight.
I'm curious, if you had to make a guess, how many people do you have around you inside your org that get it? 1, 5, 20... let me know.
Enjoy the episode and keep making a positive impact.
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to the March Round Up
01:45 Defining Resilience
03:30 Service Design in Australia
04:45 Elle’s Design Journey
07:00 Nick’s Career Path
09:00 Effects of Digitization
11:00 Higher Ed Challenges
12:30 Impact Over Tools
14:00 The Resilient Self Season
14:45 3 Altitudes Framework
16:00 Organizational Resilience
17:00 Resilient Service Design
18:00 Personal Development
19:15 Recharging and Self-Care
20:00 Resilience as a Quality
21:00 Individual Resilience Focus
24:15 Peer Support Systems
28:00 Navigating Corporate Culture
31:30 Vulnerability in Leadership
35:45 Building Internal Allies
39:00 Friday Afternoon Reflections
42:15 Success Beyond Metrics
45:30 Managing High-Stress Projects
49:00 Sustainable Innovation
52:15 Resilience as Design Criteria
56:45 Switching Off and Recharging
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
--- [ 4. FIND THE SHOW ON ] ---