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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 is a political act / Anne Stenros / Episode #38

Anne Stenros is the Chief Design Officer for the city of Helsinki in Finland. In this episode she talks about her role, the future of cities and why design is by definition always an political act. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 03:44 - Why would you have a Chief Design Officer? 12:09 - How can we use design as activism? 20:22 - What if the next city is completely ran by citizens? 27:51 - Big question: What is your purpose...

Duration: 00:29:21

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...

Duration: 00:32:23

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...

Duration: 00:32:43

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. ---------------------------------------- đŸ“ș 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...

Duration: 00:29:29

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...

Duration: 00:36:17

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...

Duration: 00:31:51

Service Design Trend Report - Summer 2017

Learn about the trends that are shaping service design. These trends are based on the patterns that have emerged from the last 10 episodes of the Service Design Show. The trends that are addressed in this episode: 1. Unboxing Design Thinking 2. Designing better design teams 3. Culturalizing design methods Let us know us know in the comments what you consider an important trend in service design! Trend Report # 1 ➜...

Duration: 00:07:54

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...

Duration: 00:28:07

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 LĂ€nsförsĂ€kringar 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 ➜...

Duration: 00:26:34

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...

Duration: 00:28:48

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....

Duration: 00:29:08

How to turn strategy into action using service design / Lisa Lindström & Kristina Carlander / #26

Actionable strategy! That is what service design can bring according to Lisa Lindström and Kristina Carlander. Lisa and Kristina also talk about closing the gap between traditional and digital services. Finally we talk about adopting "non-linear" decision making and the change it requires in leadership style. On the Service Design Show we discuss how you can make a positive impact through design. If you're interested in ** SERVICE DESIGN **, ** DESIGN THINKING **, ** CUSTOMER EXPERIENCE...

Duration: 00:25:31

How the Dubai government is designing for customer happiness / Muna Al Dhabbah / Episode #25

Customer happiness! That is what the government of Dubai in the UAE is aiming for. Muna Al Dhabbah talks about how they use design to create positive and engaged society. We also talk about the differences between designing private and public services. ---------------------------------------- EPISODE GUIDE 1:56 - First encounter with Service Design. 4:08 - What if government has engaged customers and suppliers in each stage of service improvement? 12:03 - Why do we need to study...

Duration: 00:26:23

What you must know about service design in greater China / Elaine Ann / Episode #24

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...

Duration: 00:29:25

CX Navigator, mindset change and the hurdle of uncertainty / Maik Medzich / Episode #23

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 ➜

Duration: 00:30:38

Think about the journey forget about the map / Kerry Bodine / Episode #22

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...

Duration: 00:30:49

Commodification of design, business fluency and prototyping policy / Jess McMullin / Episode 21

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 ➜

Duration: 00:35:39

Service Design Trend Report - Winter 2016 / 2017

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....

Duration: 00:08:09

Giving service design away, going in-house and the need for a compelling vision / Jamin Hegeman / 19

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...

Duration: 00:31:26

Superhuman services, Scaling Naturally and Storydoing / Stefan Mortiz / Episode #18

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...

Duration: 00:35:31

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