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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 
