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Light hearted conversations with the people that are shaping Service Design field discussing the current state of the industry, exciting new developments and challenges up ahead.

Light hearted conversations with the people that are shaping Service Design field discussing the current state of the industry, exciting new developments and challenges up ahead.
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Light hearted conversations with the people that are shaping Service Design field discussing the current state of the industry, exciting new developments and challenges up ahead.




Design Thinking versus Service Design. Is there difference?!

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...


How To Unlock The True Power Of User Research / Steve Portigal / Episode #52

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...


Your Secret Service Design Toolkit / Deborah Szebeko / Episode #51

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...


Service Design Trend Report - Summer 2018

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...


Should you design services or experiences? / Joe Pine / Episode #50

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...


Service Design As Your Competitive Advantage / Idris Mootee / Episode #49

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...


How To Unlock Your Full Potential / Chris Do / Episode #45

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...


Design is in every organisation / Sabine Junginger / Episode #43

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...


Is this the end of the agency / Sarah Drummond / Episode 42

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...


De-buzzwordifying Human Centered Design - Jan Chipchase

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


Design with impact in mind / Marcel Zwiers / Episode #39

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...


What it means for service design to grow up / Louise Downe / Episode #36

New challenges emerge as service design is growing up. The Head of Service Design at the UK government, Louise Downe, talks about how we can sustainable scale service design on an organisational level. And why we need to reconsider the role of service designers in general. ---------------------------------------- EPISODE GUIDE 01:55 - First encounter with Service Design 03:55 - How might we scale service design in a sustainable way? 16:00 - Is our current understanding of what a service...


Design is very simple / Hartmut Esslinger / Episode #35

Hartmut Esslinger has been a designer since the age of 5. Today he is still concerned with how we can design better instead of more products. Design for reuse, modularity and sustainability. And we also talk about how education needs to change radically. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with design 10:55 - What if people would learn to express themselves? 19:55 - How can we get to more sustainable design? 29:25 - Big question: do you really...


How do we democratise Service Design / Hazel White & Mike Press / Episode #34

Growing Service Design beyond the boundaries of an agency, department or even an organisation. That is what this episode is all about. Service Design icons, Mike Press and Hazel White, talk about communities, building capacity and the role of leadership. ---------------------------------------- đź“ş EPISODE GUIDE 02:25 - First encounter with Service Design 06:18 - Why do we need to build communities in Service Design? 12:55 - How can we build capacity? 21:41 - What if leadership was...


The blurring boundary between product and service design / Mark Rolston / Episode #33

Does it even make sense to separate product from service design these days? Mark Rolston talks about how these the worlds have been blending into each other. We also talk about the new design materials: data and intelligent systems! We must inherently design for dynamism, but how?! Awesome episode. ---------------------------------------- EPISODE GUIDE 2:30 - First encounter with Service Design 5:03 - What is changing in our relationship with products and services? 19:50 - What is...


Is there craftsmanship in Service Design / Mahmoud Abdelrahman / Episode #32

How do you become a service design craftsman. What does it take? Is it even possible? Mahmoud Abdelrahman shares his thoughts on this topic. We also discuss how we can design for a better project experience. And finally Mahmoud gives an update on the service design landscape in the Middle East. ** Customer Advocacy Posters ---------------------------------------- EPISODE GUIDE 2:15 - First encounter with Service...


Is there a future for design (thinking) / Doreen Lorenzo / Episode #30

We need to move beyond design thinking bootcamps and help people to understand design at a deeper level according to Doreen Lorenzo. Doreen stresses the need for teaching critical thinking and creative problem solving in education. And finally we talk about why businesses still aren't putting the right value on empathy. ---------------------------------------- EPISODE GUIDE 2:23 - First encounter with Service Design. 5:03 - Have we created a FAD? 11:12 - Why have we decided in education to...


The secrets of winning design teams / Fabian Segelström / Episode 29

How can you make design teams succeed? Fabian Segelstöm talks about what he does at Länsförsäkringar to make sure everyone in his team can perform to their fullest potential. We also discuss how winning design awards helps to build internal leverage. Fabian also shares his personal journey how he transitioned from being an academic researcher to a design director. Fabians PhD paper: Stakeholder Engagement for Service Design How service designers identify and communicate insights Download ➜...


How organisations become more customer centric / Jose Mello / Episode #28

What's the secret to turning transaction organisations into ones that are customer ceetric? Jose Mello shares his insight on this topc. Next to that we also talk about how to create meaningful insights. Finally we discuss if everyone is already a designer. On the Service Design Show we discuss how to make a POSITIVE IMPACT through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you...


Every service has its own rhythm that must be orchestrated and designed / Marcus Lui / Ep #27

Marcus Lui talks about why it's important to design for different service rhytms. We discuss how great service concepts can fail because they don't respect the social relationships in a certain culture. Next to this explore the balance between keeping your customers safe and secure without compromising their convenience too much. Finally Marcus raises the question how much design thinking do we need. On the Service Design Show we discuss how you can make a positive impact through design....