In this episode Patrick Bach shares his learnings about what it takes to successfully build and lead a service design that is able to create sustainable value within a large corporate. We talk about the need to expand our existing service design toolkit with new tools and methods. This might mean that we need to tap into areas like behavioural economics and lean six sigma. Collaborating much more with people who wouldn't necessarily call themselves service designers. Next we addresses the questi...
Jun 27, 2019•41 min•Transcript available on Metacast What can service designers learn from how different industries, different markets and even different countries respond to the value of our field? Because as you know not everyone perceives the need for service design in the same way we do. In this episode Slavo Tuleya shares his experience from setting up an innovation lab focussed on mobility services in China. Slavo has a nice comparison as he previously setup a similar lab in Europe. It might not come as a big surprise that the perception of ...
Jun 13, 2019•32 min•Transcript available on Metacast Service Design can be a great driver of value. Not just for businesses but for a whole nation. Knowing this one might wonder how you can accelerate the pace at which service design spreads and is adopted by a community. As the CEO of the Danish Design Centre Christian Bason thinks about this every day. Spreading service design requires growing both the demand side and the supply side. More organisations need to be interested in applying service design to solve their challenge and there need to b...
May 30, 2019•34 min•Transcript available on Metacast Human Centered Design is getting a lot of attention these days. But what are we giving up if we put the human at the center? What are the limits of our current practice? In this episode Anab Jain shares her perspective on why we need to look beyond human centered design. Or at least augment it with more holistic view. Next we challenge the notion of the designer as problem solver. Are we really solving problems or are we creating more and maybe even more complex challenges? Anab advocates that w...
May 16, 2019•28 min•Transcript available on Metacast Is Service Design a true distinctive design discipline? According to Lara Penin it certainly is. It's certainly a topic that evokes a lot of debate in our community. The transdisciplinary nature of service design often makes it hard to point out the craft in our work. Also the fact that we don't have a tangible design material doesn't make things any easier. But in this episode we explore what makes service design a distinctive design discipline. Lara also explains why service design is actually...
May 02, 2019•38 min•Transcript available on Metacast What does it mean to work as a Service Designer in a team that heavily relies on #RemoteCollaboration to get their job done? Can you still successfully operate as a Service Design when you don't have the ability to physically interact with your team mates, stakeholders and customers? Jacquelyn Brioux is exactly in this spot in her role at Shopify. She shares her learnings and gives some tips on practical tools that help to make this work. We also dive into the topic of #EmotionalIntelligence and...
Apr 18, 2019•44 min•Transcript available on Metacast How do you turn a customer centric vision into reality? This is exactly what Priscila Willams is tasked to do within large banks and in this episode she shares her most valuable learnings. How important is support from top level management? Do you need to make a business case upfront? Who are the people you should have conversations with in order to operationalize your ideas? These are just some of the challenges that Priscila has had to deal with. Every organisation is different and requires it...
Apr 04, 2019•34 min•Transcript available on Metacast If you're a human being you are a storyteller. Stories are the human operating system. In this episode you'll learn that stories are not just useful for transferring knowledge or communicating results. They can also be used as a tool to explore, understand and co-create. Mary Alice Arthur proudly calls herself a story activist. She's on a mission to help people and organisations find the stories that make them flourish. It's hard to deny that stories and storytelling are getting a lot of attenti...
Mar 21, 2019•36 min•Transcript available on Metacast Often there is a big gap between what clients want and what they truly need to solve their challenge or achieve their goal. As a service designer you'll need to use all your diplomatic skills to open clients up for a fresh perspective. This is a crucial step if you want to make impact. We know about Service Design Thinking, Service Design Doing and in this episode Greg Lakloufi talks about Service Design Understanding. The rise of toolkits and the availability off the shelf methods makes service...
Mar 07, 2019•39 min•Transcript available on Metacast While law might not be the most sexy thing for designers to think about they are an essential part for delivering great services. You might not realize it but almost every aspect in our daily live has a some legal aspect to it. And the legal side of things is now primarily handled by people graduating for law school rather than by designers. But there's no rule in the law stating that rules and regulations should be boring and not user centered. Having both a background in law and design Angelic...
Feb 21, 2019•35 min•Transcript available on Metacast What is the secret to designing and delivering great public services? In this episode Chelsea Mauldin shares her experience from running one of the leading service design agencies in the United States that focuses on the public sector: Public Policy Lab. We talk about the challenges associated with scaling and implementation of services in a public context. And why you should never engage in a project that lacks people who will eventually be able to execute on the generated ideas. Chelsea also s...
Feb 07, 2019•33 min•Transcript available on Metacast What happens when stories are used just to gain a financial profit? According to best selling author Annette Simmons the impact is profound on our society. In this episode we talk about the role stories play in passing on morals and building emotional connections in our society. Further Annette elaborates om the two ways of knowing what is true. The object and the subjective kind. And especially the latter is interesting from a service design perspective. As you'll learn our clients don't want p...
Jan 24, 2019•35 min•Transcript available on Metacast In this special episode we look back on some of the highlights of 2018 and talk the plans for this year. Last year we had some of the smartest and inspiring minds on the Show. This wouldn't have been possible without your support. So thank you for that! One of the things that we started last year and definitely will continue this year is sharing shorter episode in which I try to answer some of the big questions within Service Design. If you haven't seen these videos yet make sure to take a look ...
Jan 10, 2019•11 min•Transcript available on Metacast Do you take the time to really reflect on your work and consciously think if the things you're doing are impactful? I guess we all recognise this to a certain degree: When you're caught up with the day to day operational stuff you rarely of (or rather take) the time to think critically about what you're doing. And we all know where that sometimes leads to... So in this episode Fumiko Ichikawa talks about ways to find more balance between thinking and doing as a design practitioner. We also look ...
Dec 27, 2018•32 min•Transcript available on Metacast In this episode Selene Castilla give us an update on the current state of Service Design in Latin America. And we also discuss what's needed to take it to really the next level. The second topic we address is a big one: measuring the impact of Service Design. Selene has a really interesting perspective on how to approach this. It's not so much about trying to measure everything but rather measuring just a few things and do that frequently. Finally we continue the converstation that we also had i...
Dec 13, 2018•33 min•Transcript available on Metacast DesignOps. This is a big topic these days. It basically boils down to the question how can you support design teams to be more impactful? What types of structures and processes can we put in place for that? In this episode Bernardo Torres shares his findings around this topic. The topic of DesignOps strongly ties in to the topic of leadership. In order to build and scale highly impactful design teams we need to redesign leadership as well. Leadership can't operate anymore in the models that orig...
Nov 29, 2018•35 min•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 
