Advancing Service Design 2024 / Program Deep Dive With Sylvie Abookire Service Design Show podcast

1:03:50

Who are they... I know there are many out there and you could very well be one of them. I'm talking about the unsung heroes who do the hard work of making the services around us a little bit better each and every day. It might sound a little bit silly, but I feel that we don't know enough what it's like to do service design on a day to day basis. Sure, we often hear about inspiring theories, useful frameworks and great case studies. But somehow we rarely get to see the honest, unpolished and messy side of our work. Well, that's about to change! We're starting an new series here on the Show. A series where we dive deep into the actual practice of service design. About time, right? ;) You'll hear two guests, both experienced in-house service design professionals, talk about their hard-won lessons, how they measure success, the indispensable skills to do their work well and much more. In this first episode, I'm joined by Shelby Bower and Nicole Bennett who both, as you'll quickly hear, bring a wealth of experience and practical wisdom to the conversation. So if you want compare if you're doing service design in a way that aligns with your fellow practitioners, and maybe learn a thing or two from their approach, this series is for you. Which question would you ask a fellow service design professional? Let me know and maybe I'll be able to weave it in into the next episode. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to this episode 01:30 Introducing Shelby 05:00 Introducing Nicole 11:00 Nicole Definition of Success 13:30 Shelby's Success Metrics 17:30 Tracking Progress 21:45 Nicole's Dinner Table Session 23:30 Topic Choice (Nicole) 24:30 Shelby's Session Topic 26:00 Topic Choice (Shelby) 27:45 Nicole's Key Takeaways 30:45 Shelby's Key Moments 34:45 Shelby's Written Takeaway 36:00 Nicole's Post-Session Impact 38:30 In-House Design Misconceptions 43:30 Nicole's In-House Design Truth 46:30 In-House vs. Agency 50:30 Becoming Indispensable In-House 54:30 Shelby's Motivation (Burnout) 57:30 Nicole's Motivation 59:30 Nicole's Advice 59:45 Shelby's Advice --- [ 2. LINKS ] --- Shelby's LinkedIn - https://www.linkedin.com/in/shelbybower/ Nicole's LinkedIn - https://www.linkedin.com/in/nicolerosebennett/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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How To Uncover Game-Changing Opportunities with the PRFAQ Framework / Marcelo Calbucci / Ep. #225 1:03:06

11天之前1:03:06

1:03:06

I'm sure you recognize this... A stakeholders comes up with a new idea they want to explore, which you are highly skeptical about. Or take the opposite scenario where you see value in pursuing an opportunity but have a hard time getting your business stakeholders on board. The underlaying question in both situation is really how do you know which opportunities to pursue and which one are just a waste of time? Once we have the ability to predict the future this question will become irrelevant... but up to that point we have to rely on tools and frameworks that help us make educated guesses about the future. There's already many, many frameworks out there already that try to help you navigate theses kinds of strategic questions. All of these frameworks come with their pros and cons and should be used in different situations. But I'm pretty sure that you haven't yet come across the PRFAQ framework, at least I hadn't until I met Marcelo Calbucci, who recently wrote a book about it. So, why should you care about another framework? Well, for one PRFAQ has been used internally heavily inside Amazon for over 20 years already, helping them decide which projects to focus their resources on. And I think we can agree that Amazon has had a few success over the last years. So why didn't this framework get out sooner and find broader adoption outside of Amazon, that's one of the questions I had for Marcello as well. When I got more familiar with the framework, what fascinated me is that it has a strong emphasises writing. Yeah, I know the idea of having to write instead of visualising might scare off a few people at first but trust me, you don't have to be novelist in order to leverage the power of this framework. As you'll hear, Marcelo explains in this episode that writing has deeper and more important purpose than putting words on paper. Does this mean it's less suited for the design community? The opposite couldn't be more than true, this framework should be a natural fit for us, and you'll learn why in the conversation. So if you want to make important strategic decisions faster and with more confidence the PRFAQ framework is absolutely one of the tools you should consider. And this episode will help you get up to speed about it in no time. In a world where many people around us are more comfortable with the written word (and spreadsheets), having a framework like this can make the difference between finding the connection with them and not. Enjoy and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 225 04:13 What is PRFAQ? 06:30 The problem PRFAQ solves 08:30 PRFAQ's Origin 10:00 Structure of a PRAFQ 13:00 When to Use 14:30 PRFAQ Power / Use 17:30 Thinking about PRFAQ 19:00 An Example 21:30 Strategic writing elements 24:00 Avoiding Nitpicking 25:00 Who Struggles / Benefits 26:45 Biggest misconceptions 29:00 AI Influence on PRFAQ 31:30 When to be careful using AI 33:30 How to Start using PRAFQ 35:00 Using Marc as an example 37:30 How to express the problem 39:15 Sustainability 41:00 Retention 44:30 Strategy: Can vs Should 45:45 The Spark 46:00 Marcelo's Next Steps 47:30 Does PRFAQ Take Long? 49:00 PRFAQ Superpowers / Importance 52:00 Writing Challenges 54:00 Possible Book Sequel 55:30 Question to ponder 56:15 Learn More about PRAFQ --- [ 2. LINKS ] --- https://www.linkedin.com/in/marcelocalbucci/ The PRFAQ Framework (about the book) https://calbucci.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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Defining The Business Challenge / Journey Management Playbook / Episode #1 48:09

17天之前48:09

48:09

Ever feel like you're pushing a boulder uphill with journey management... Yeah, we've all been there. But guess what? There's a smarter way! That's why we're launching a brand new deep dive series on the Service Design Show. In this series, we're pulling back the curtain on how you can get tangible business results faster through journey management. Helping to grow trust with stakeholders, and finally getting the green light to do (more of) the work that truly matters. For this series, I've brought in Tingting Lin from the TheyDo team. Tingting has pretty much seen it all. The wins, the stumbles, and everything in between. She's guided countless teams and knows precisely what separates the journey management champions from the rest. And over the coming weeks, she's sharing all the secrets with us. In episode one, we're tackling a step that's often overlooked - a step that can derail your whole project later on. So, if you want to set yourself up for long-term success, this episode shows you the first key step on that journey. P.S. Got questions? Share them in the comments on YouTube or Spotify and we might just answer yours in a future episode. [ RESOURCES ] LinkedIn - https://www.linkedin.com/in/tingting-lin Slides - https://go.servicedesignshow.com/journey-management-playbook TheyDo - https://www.theydo.com/ [ EPISODE GUIDE ] 00:00 TheyDo Ep 01: Tingting 01:30 Tingting's Background 02:30 Introducing Theydo Platform 04:15 Journey Management Struggles 08:15 Marc's Business Case 09:00 Episode Content Preview 10:00 Defining Effective Challenges 15:30 6-Month Challenge Example 16:30 Challenges vs. Goals 18:30 "Why" Before "How" 20:00 Quarterly Challenge Example 21:00 Marc's Target Example 23:30 Community Experience Challenge 26:30 Debit Card Focus 32:00 Bridging Journey Gaps 35:00 Setting Goals & Targets 36:00 Challenge Impact Analysis 38:15 Journey Achievement Goals 41:00 Reviewing Key Slides 43:00 Defining Good Challenges 45:00 Proving Contribution Value 47:30 Challenge Important Notes 48:30 Episode Content Recap 49:00 Audience Q&A Session 50:00 Next Episode Preview…

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Why Inclusive Design is Good for People and Great for Business / Jess Kessin / Ep. 224 1:01:18

25天之前1:01:18

1:01:18

It's just not designed for me... That thought hits me every time I'm in the kitchen, wrestling, trying to prepare a healthy meal for the family. Reading recipes six times over, scrambling for ingredients, juggling the chaos of parallel cooking... yeah, it's a mess. And then, there's my wife, a natural chef, gliding through it all with effortless grace. Watching her is like watching poetry in motion. This stark contrast reinforces that the kitchen and everything in it feels utterly alien to me. Now, as a white, middle-aged, English-speaking, physically able male, I'll be the first to admit this feeling of alienation is rare for me when dealing with most products and services. And yes, cooking is a trivial example. But countless people who face do face this daily in situations far more critical. Imagine navigating healthcare, financial services, or public services, feeling like they weren't designed for you. Now that's a serious problem. Unfortunately, this is the reality for more services than we'd maybe like to admit. Sure, from a service design (and business perspective), it's easy to justify focusing on the majority. Time and resources are limited, so we design for the "center of the bell curve," the biggest group or the most profitable users. If that means excluding some, well, that's just business, right? But our guest, Jess Kessin, argues that good design does not exclude. She proposes an alternative approach: inclusive design that's both effective and cost-efficient. In fact, she insists it pays for itself. So, how do we bring more inclusive practices into our design process? How do we make the business case? And what are some practical starting points? We dive into all of that and much more in this episode. As I've often said on the Show, making our services inclusive is our responsibility as a design community. Even (especially) when no one is asking, it should be our own professional standard for good design. Enjoy the conversation, and as always, keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00Welcome to Episode 224 03:30 Meet Jess 05:15 Discussion of D-School 06:30 Barriers to Implementing Inclusive Design 08:30 The Business Case 11:00 Addressing Stakeholder Profit Concerns 13:30 Prototyping Inclusive Design 15:00 Identifying Key Focus Areas 17:00 Living up to design standard 22:00 Engaging "Edge Users" 25:00 Designing for Extreme Users 29:00 Expanding Design to "All" of Humanity 32:00 Community-Driven Design 33:00 Untapped Market Potential 35:30 Misconceptions Among Design Students 41:00 Blind Spots in Design Education 44:30 Learning from Users with Disabilities 45:00 Discovering Insights from Outliers 46:00 Importance of Good Design 49:00 Practical tips for designer 51:30 The Future of Inclusive Design 55:00 AI as a Tool for Inclusive Design 58:00 Taking Leadership in Inclusive Design 1:00:00 Food for Thought --- [ 2. LINKS ] --- https://www.linkedin.com/in/jessicazkessin/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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Why Feedback, Conflict, and Self-Awareness are Key to a Thriving Career / Tash Willcocks / Ep. #223 55:28

6 weeks之前55:28

55:28

I try to avoid conflict... most of the time. It creates tension that I usually find counter-productive. But what if this tension is actually the catalyst for growth? Have I been missing out? Our guest Tash Willcocks thinks so. She's a self-proclaimed former conflict avoider who now champions the idea of "running towards the conflict" to unlock its potential for positive change. Yes, conflict creates a tension that most of us instinctively shy away from. But according to Tash, this tension can foster collaboration and drive personal growth when channeled in the right ways. There's just one small problem. Conflict in the workplace often occurs when people give (or receive) feedback. But most of us aren't really great at this. So, instead of using feedback as a constructive opportunity, things either spiral out of control, or people conceal the key message out of politeness. In both cases, it's a missed opportunity. The art is to find that sweet spot between kindness and clarity, where we can give and receive feedback in a way that feels supportive and helps us grow. I have to say, Tash's journey from conflict avoidance to embracing tension is quite inspiring. So, if you want to turn those tough conversations into moments where you learn and grow the most, this episode has you covered. Tash made me think: What is the best feedback I've received, from whom, and what made it so powerful? What would be your answer... Enjoy the episode, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 223 04:00 Embracing creative conflict 05:45 What sparked her interest in this topic 07:00 Take hard conversations 10:30 Run towards the conflict 13:00 Teaching conflict 16:00 Opening up wounds 19:00 Radical candor 23:30 Avoiding hard talks 21430 Overcoming avoidance 27:00 Feedback and timing 30:00 Giving & receiving feedback 32:30 People solve problems 35:00 Beyond reading design books 38:00 Starving artist mindset 39:15 Takeaways so far 43:30 Drama triangle vs Empowerment triangle 47:00 Creating self-awareness while drawing 49:30 Drawing as journaling 51:00 Ruthlessly curious 53:00 Piece of advice 54:45 Question to ponder 55:00 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/tashwillcocks/ https://www.instagram.com/tashwillcocks https://bsky.app/profile/tashwillcocks.bsky.social Resources: Radical Candor (Book) Radical Candor (Podcast) Turn the Ship around - Book Ladder of leadership MindSpring Presents: "Greatness" by David Marquet Johari Window Giving and receiving feedback - cards Susan Wheelan Team Development Drama and Empowerment Triangle Scott Berkun - Why Design is hard --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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The 5 Business Skills Every Design Professional Needs to Master / Ryan Scott / Ep. #222 1:05:27

8 weeks之前1:05:27

1:05:27

When advice goes wrong... My daughter is an avid soccer player. On a recent cold and dark Saturday morning, I was standing on the sideline cheering her on at a match - the priceless perks of being a dad. At some point, the opposing team coach was shouting to their players, "You need to defend better!" And all I could think to myself at that moment was, "That's terrible advice." Not because they were defending well - rather the opposite. But, I mean, "defend better" - would you know what you're supposed to do? Should I press higher, get closer to the attacker, make more forward runs? This type of advice often just leads to more confusion and coordination problems. Now, in design, we also get this type of well-intended but counter-productive advice all too often. Want a classic example? How about "designers need to understand business"? No sh*t Sherlock. We hear this ALL the time. Very rarely does someone go beyond the surface and get specific about what "understanding business" actually means. Fortunately for us, we have someone on the Show today who does - Ryan Scott. Ryan has an impressive track record in design, but he also holds an MBA degree. This combination is quite unique and gives him the ability to look at challenges from different perspectives with empathy for both sides. So in this episode, we unpack what it actually takes to bridge the gap between business and design. You'll be surprised to hear how many skills you already have to make this crossover successfully. It's not easy, but it's not as hard or distant as you might think, either. MBA degree not required. So, if you've ever felt frustrated by the lack of respect and appreciation for design from "the business side," this conversation might just hold the clue on how you can turn that around. I've always said that designers can be some of the best salespeople. It's really time that we start using this power to our advantage. Because we are all selling already, every single day. Enjoy and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 222 03:00 Broad Designer Role 05:00 Business vs. Users 07:30 Why an MBA? 11:00 Business for Designers 14:00 People Skills & Clout 15:30 Design Gaslighting 21:00 Joining the Conversation 22:30 The Gap 32:00 Management-Led Design 34:00 Shaping Your Perspective 36:00 Sales & Brand 38:00 Biggest Roadblock 41:30 Reframing Our Identity 46:15 Adapting to the System 48:45 Imposter Syndrome 51:45 Proving Your Impact 54:00 Competitive Analysis 56:30 Design Career Path 1:01:00 Question to Ponder 1:02:15 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/ryanscottcreative/ How to win friends and influence people by Dale Carnegie (book) - https://a.co/d/0VTXtJ3 48 laws of power by Robert Greene (book) - https://a.co/d/ftLLRom https://www.acceleratedesign.com/ Maven Learning - https://maven.com/ryan-scott --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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The Real Impact of AI on Service Design / Pablo Fernández Vallejo / Ep. #221 1:05:12

10 weeks之前1:05:12

1:05:12

AI won't take over your job... An 8-year-old girl with AI will! Don't believe me? Check ou this video which was making the rounds on LinkedIn a while ago. In the video a young girl coding a Harry Potter quiz game with the help of AI. In a matter of minutes. It's a funny and striking example of where things are heading – or should I say, where they already are. It'd be naive to think service design won't be affected. But the current conversations about AI's impact often lack depth, nuance, and practical examples. We don't seem to get much further than: "AI is good" or "AI is bad." What are we even talking about when we say "AI"? We need to unpack it. Go beyond the surface. Fortunately, our guest for this episode has done some of the heavy lifting for us. As an educator at one of the leading design institutes, Pablo Fernández Vallejo has to live in the future. He's always thinking about the skills future professionals will need in 4 years' time when they graduate. And of course, being able to make full use of AI is high on the list right now. So in this episode, we sit down and talk about big questions like: Do we need to become AI experts ourselves, or should we focus on further developing our critical thinking skills? What are the risks and opportunities of bringing AI into the design process? What are the tasks that we can safely outsource to AI and which ones should we be more careful with. So, whether you're an AI skeptic or optimist, I feel this conversation will challenge your thinking and help you make more informed decisions moving ahead. A thought-provoking question in this episode is what will happen to our professional identities when AI starts to blur the boundaries between disciplines. It's not a question of if it will happen, but how quickly. Curious to hear your thoughts, so make sure to leave a comment on below. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 221 04:00 Grandparents' influence on AI perspective 06:00 Over-represented large language models 08:30 AI with a bias 11:00 Designing at the age of AI 14:00 Current state of designing with AI 17:30 Automation vs. Augmentation 19:30 AI’s Impact on Students 26:30 AI Possibilities vs. Limits 29:00 AI & Expertise Balance 30:00 Calculator analogy 32:30 AI & Service Commoditization 35:00 How AI impacts non-digital services 38:00 AI power dynamics 38:30 Service design for ai 42:30 AI as an active participant 44:30 Gaps in the society 47:15 Questions we should be asking 53:00 Sustainability & AI 55:00 Learning about past mistakes 57:00 Tech development and society conversation 59:30 The future we can build 1:00:40 Resources 1:02:00 Questions to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/pablofernandezvallejo Co-Intelligence: Living and Working with AI by Ethan Mollick (Book) Pablo's talk on Impact of AI in Service Design Pablo's post-SDGC article on the state of the conversation https://www.fernandezvallejo.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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The Art of Responsible Service Design / KA McKercher / Ep. #220 1:03:15

12 weeks之前1:03:15

1:03:15

I crossed a line... Recently, while working on redesigning our online community platform, my excitement got the better of me. I dove headfirst into prototyping a few things in the backend system. "How hard could it be, right?" (Keep this line in mind throughout the rest of the email.) Sure, I know a thing or two about programming, and if everything else fails, there's always AI to help out, right? Well, the honest conclusion a few days later, when we brought in a true expert developer, was that I had no clue what I was doing. Before the developer could implement the updates properly, we had to undo all the changes I had made. So we lost time, not once, but twice. The silly thing is, this seems to be a habit I can't shake. And I see it a lot around me as well: saying yes to challenges that are better left to experts. Of course, there are many situations where being confident and experimental gets things done. Instead of waiting and debating, we build a prototype and iterate from there. Frankly, this approach is encouraged and celebrated in our design process. But... there's a major pitfall. In the story above, the cost of my "how hard can it be?" approach was lost time. That's unfortunate but not something that will cause any major, long-term damage. Now, imagine working in a context where the stakes are much higher. Where you're intervening in people's lives. Where your solutions impact the well-being of communities. Where your approach has the potential to reduce—or increase—systemic inequalities. KA McKercher, our guest in this episode, argues that in those scenarios, we can't just rush in and take on every project that comes our way. Because when we do, and we go in with a beginner's mindset, chances are high that we might end up causing actual harm to the people who need help the most. In those situations, losing time on a project is the least of your worries. There are clearly much bigger stakes at play. So the tough question becomes: How do we know which challenges are a good fit for our skillset and which ones should we say no to? Especially when we want to do good and contribute to a positive outcome in those high-stakes challenges. Having the self-awareness to know you limits and limitations is a sign of maturity and professionalism. If you care about growing your self-awareness, this is a conversation you don't want to miss. --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 220 04:00 Good intentions are not enough 06:30 Why this matters 09:00 Lived experience aligning to design 12:30 What's good enough? 14:30 What is co-facilitation 16:30 Emotional curiosity 20:30 Being conscious of the water 27:00 What to do 30:30 Is it a yes or no? 35:00 Intentions 38:30 What's within the scope 41:00 Material based practices 45:30 Impostor syndrome 48:30 Reviews on the article 50:00 Hoping the conversation evolves 52:00 When it's out of your scope 54:30 When to step away 58:00 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/ka-mckercher Ethical Curiosity with Trans and Non-Binary Clients by Lucie Fielding (book) www.BeyondStickyNotes.com --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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How to Use Your Dreams to Design Services / Courtney Morgan / Ep. #219 1:07:13

14 weeks之前1:07:13

1:07:13

You've never heard this on the Show before... I'm referring to a design tool that most people disregard, even laugh about when they first hear about it. They say it's childish, something you can't take seriously in a professional context. But as you'll hear in today's conversation, this tool holds immense power. Not only that, it helps you better align with your true self and what you truly want to contribute to the world. And the best thing? You already have this tool in your possession. We all do. So, what is this magical tool? It's your dreams. Now, I know what you're thinking. Dreams, really?! But hear me out, it's actually not that crazy. Why do we always talk about design thinking and design doing, and not about design dreaming? If anything, I'd argue that the times we live in demand we dream more to envision a better future. Our amazing guest, Courtney Morgan, helps us tap into the power of our dreams. She shares practical examples of the power of collective dreaming. We address the misconceptions around dreaming and discuss how to get people to tap into and share their dreams in a design process. You'll notice that the conversation doesn't begin with dreams, but we naturally gravitate in that direction and fall down the rabbit hole. So, if you want to go beyond the usual design tools and methods and tap into something truly transformative... make sure you don't miss this episode. A simple practice to become more aware of your dreams is to start writing them down. This is what I've incorporated into my morning routine. Very curious to see what effects this will have in a few months. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 219 03:30 Defining "one percent" 05:00 Focus of the 1% 13:00 Non-profit & community 13:50 Importance of lived experiences in work 17:00 Building trust first 18:30 What happens with lack of trust 21:30 Designer vs Community member role 24:00 A "World Creator" role 26:30 5 years ago vs today 30:30 What is efficiency? 33:00 What does good look like 34:30 Patience and her son 36:30 The role of dreaming 39:00 Courtney's dream 41:00 How we can become better dreamers 43:30 Prejudice against collective dreaming 47:30 Unsurppressing dreams 54:00 Advice she wished someone told her 59:30 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/courtney-morgan-associate-aia-noma ⁠https://www.thescrd.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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Key Lessons from a Service Design Community / #Circle Special 1:06:36

15 weeks之前1:06:36

1:06:36

This one is a bit different... Not the usual interview that you're used to. In this episode, you'll actually hear me answering the questions. Why? Well, it's become a bit of a tradition to start the year by reflecting on the lessons learned while building the Circle community. The Circle started 3.5 years ago as an idea to see what would happen if we created a safe space for in-house service design professionals to connect and share regularly. Today, it's grown to a healthy size with members from companies across the globe and in almost any industry you can imagine — from big tech to church organizations (I kid you not!). Service design professionals are everywhere these days. I'm very grateful for where the community is today, but it certainly hasn't been a straight line up. Designing a service (which is essentially what our community is) for service designers is quite hard, who would have thought? ;) So, for this episode, I sat down with Ru Butler who's one of our Circle Council members to discuss the biggest wins, challenges, and ambitions for the coming year. Even if you're not working in-house, I think you'll still enjoy this behind-the-scenes look at how we're thinking about and trying to design our community. I'd love to hear what you think of this episode format. Would you like to hear it more often? How could we make it better? Any other feedback is welcome, too. Send me a message or reach out on LinkedIn. Happy 2025 and take care, Marc --- [ 1. GUIDE ] --- 00:00 The Circle 2024 Special episode 03:00 Who is Ru 04:30 What stood out last year 09:30 Marc's key motivations 13:00 Ru's Circle Highlights: 1-on-1s 17:30 Benefits of 1-on-1s: accountability 19:00 Leading the Circle community 24:30 Favorite sessios in 2024 31:00 The community's growth 37:00 The importance of community 43:00 2025 Vision and The Loop 46:00 The follow-through 48:30 Seasons for the Circle 2025 54:00 2025 Goals 58:00 For the Self-Doubting Designers --- [ 2. LINKS ] --- https://www.linkedin.com/in/rubutler https://www.linkedin.com/in/marcfonteijn Advancing Service Design Talk: Increase your confidence, influence, and impact --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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Journey Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218 1:09:02

16 weeks之前1:09:02

1:09:02

First of all, I want to wish you a very happy 2025. We're starting the new year with a bang. Journey Management has been a hot topic for the last two years, and for good reason. The shift from mapping to management might seem small, but it's a major change in how we and our clients approach things. If you've been following the Show for a while, you know we are keeping up with these developments as they unfold. So, I thought it would be great to invite a good friend and long-time partner of the Show, Jochem van der Veer, back to kick 2025 off with some predictions. As CEO of TheyDo, Jochem is building one of the most innovative companies in this space. So I think it's fair to say that he has a front-row seat to how companies are adopting (or not) Journey Management. In this conversation, we discuss how journey management has evolved, the challenges of scaling it, which organizations are succeeding, and what's next (including AI's influence). Oh, and we announce a new conference... Join us for a great episode that's going to give you a head start on your Journey Management journey this year. What are YOUR predictions for this year? Leave a comment on YouTube (or Spotify). It'll be fun to revisit them next year 🙂 Enjoy the conversation, and once again Happy 2025! Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 218 05:00 Looking back at the previous episode 06:45 Market shifts 09:00 Churn discussion 13:45 What's changed in TheyDo 15:45 Unexpected design challenges 19:30 Journey Management cornerstones 21:00 Automating everything 25:00 Jochem's Journey Management view 29:00 Journey as a tool 33:15 Cross-Functional challenges 36:00 Prioritization rituals 39:30 Customer alignment 45:00 Team adoption patterns 48:30 Specific problem solving 50:00 Industry roadblock 53:30 2026 hopes 54:30 Upcoming Conference 1:02:00 Jochem's 2025 outlook 1:03:00 Chat interface 1:07:00 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/jochemvanderveer/ https://www.theydo.com/beyond-the-map --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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Stop designing WITH your users! There is a better way. / Sloan Leo Cowan / Ep. #217 1:00:36

18 weeks之前1:00:36

1:00:36

There's a problem with the current design process that often goes unnoticed... A problem that can lead to less-than-ideal outcomes or, even worse, harm certain communities. To understand this, we must acknowledge our huge responsibility as design professionals. We're often the only ones advocating for our users' needs, the voice of those who aren't in the room. It's a privilege we shouldn't take lightly. We make decisions, and judgment calls for the people we're designing for. Of course, we do our best with the best intentions, but we always will fall short. Why? Because we aren't the users. We don't live their lives or experience their struggles. Sure, let there be no doubt: having someone advocate for users is a good start, but it's not enough. We can do better; we must do better. Our guest, Sloan Leo Cowan, helps us see what "better" looks like. The key is to move away from "designing for" or even "designing with" users and move towards "designing by" them. It means giving up control and power. Sound impossible? Sloan Leo shares practical examples of how they've achieved this in their work. This episode will show you a way forward if you care about creating more inclusive and equitable work. Stop designing WITH your users! There is a better way. As you'll hear, Sloan Leo's perspective on design challenges the status quo. We really need this to push the boundaries of design and ensure it stays relevant. Keep making a positive impact! Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 217 04:00 Sloan's social sector journey 08:15 Defining Community? 10:15 Service design "habits" (issues) 12:45 Neutrality in Interpretation 15:15 Facilitator vs. Interpreter Roles 18:45 Facilitating towards beliefs 19:30 Power Dynamics in Facilitation 21:15 Binary thinking in service design 26:45 Issue: Persona Development & Gender 31:45 Origins of Community Design Issues 36:00 How to approach the large scale 38:15 Open source approach 40:30 The challenges for service designers 41:45 Benefits for Communities and Designers 43:45 Advice for Aspiring Designers 47:15 Recommended Resources 51:45 Proudest Achievements 54:15 Keys to Success 56:45 Additional Resources 57:30 Questions for Reflection --- [ 2. LINKS ] --- Pronouns they/he https://www.linkedin.com/in/sloanleo Website - floxstudio.com or sloanleo.com --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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The Secrets behind Research that Scales / Kate Towsey / Ep. #216 1:01:53

20 weeks之前1:01:53

1:01:53

There is no service design... Without high-quality research. Sure, we all know that. But doing good research is hard. Kate Towsey, often called the inventor of the ResearchOps field, can certainly attest to this. If you're a dedicated listener of the show, you might remember Kate from our conversation about a year ago where she shared that she was writing a book. Well, that book, titled "Research that Scales", has officially been published! And with a 4.9/5 rating on Amazon, it seems to have struck a chord with readers. Of course, we had to get Kate back on the show to discuss it. In this conversation we delve into topics like: Do we need to scale research, and if so why? What does "scale" actually mean in the context of research? When should you start thinking about scaling? What are the key steps to scaling research? What role can AI play in all of this? Will it take over our jobs? Why did it take Kate 3.5 years to publish the book? And as always, that's just the tip of the iceberg. It's hard to imagine a service design professional who wouldn't be interested in the topics we cover in this episode. Good research isn't just a nice-to-have; it's a must. Without giving away too many spoilers, I found it fascinating that it's not actually research that you need to (or can) scale, but something else. Something that we as a community are pretty good at. Can you guess what it is? Enjoy and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 216 03:00 Quick overview about scaling research 04:00 Why she wrote the book 09:30 Pandemic's impact on the book 13:00 Research rabbit hole 15:00 Unscalable Research: What to Avoid 18:30 What is enough research? 22:00 The problem she saw 25:00 The main bottlenecks 27:45 Libriarian's role in making the change 31:00 How the process work 33:00 Knowledge as a network vs tree 35:30 Maximizing efficient use of library 39:00 Designing the system 41:00 Knowledge vs. Learning: Value Proposition 43:00 Cost center vs value center 47:00 AI and Research: A Synergistic Future 49:00 Cost of scaling: A Trade-off 51:00 Strategic approach to scaling 53:00 How to know when to scale 54:30 Her readers insights 56:00 Upcoming masterclasses 58:00 Resources 58:30 Food for thought --- [ 2. LINKS ] --- LinkedIn: https://www.linkedin.com/in/katetowsey/ Website: https://katetowsey.com/ Substack: https://katetowsey.substack.com --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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The RIGHT way to do strategy in an uncertain world? / Peter Compo / Ep. #215 1:13:29

22 weeks之前1:13:29

1:13:29

What is strategy... A plan for how you intend to achieve your goals? That's how a lot of people define strategy. But there's a problem with this rigid approach... As Mike Tyson wisely said once: " Everyone has a plan until they get punched in the face. " Most strategies are too prescriptive about how the goal needs to be achieved. But we live in a VUCA world where it's getting harder and harder to predict what will happen, even just weeks ahead. The sphere of what an organization can control is shrinking (and control is an illusion anyway). What seemed like a wise action last week might be irrelevant today, thanks to new technology, a sudden global crisis, or a certain election outcome... Following your strategy in this scenario might mean you're executing what you agreed to, but it could very well lead you away from your intended goal. So, when there is so little we can control and predict, does that mean we shouldn't do any strategizing at all? Certainly not. We just need to adopt a more emergent approach. We still need a plan to align everyone, but one that allows for more flexibility and deciding in the moment what the right next step is. What does this type of strategy look like, and how do we get there? That's something Peter Compo has written a great book about, and I've invited him on the Show to share his learnings with us. We talk about: Why research is becoming an increasingly important capability for any organization. How we can know we'll achieve our goals if we don't know at the start which actions to take. And how to help an organization used to control and prediction embrace uncertainty and flexibility. I know this episode will resonate with many service design professionals. It ties strongly to our mantra of "doing the right things" and not just focusing on "doing things right." Strategy can be a very abstract term without much substance. But what I appreciated in our conversation is that Peter makes things super practical. It's time to roll up your sleeves and get to work on your strategy. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 215 03:30 Music and emergence 06:00 How he got into writing the book 10:30 Pete's perspective in strategy 16:00 The theory of emergence 20:00 constraints & trust 26:30 Bridging the gap of uncertainty 30:30 Letting Go of Control 36:30 Examples of good metrics 41:00 False learning organization 46:30 Trusting your team 50:30 Aspiration-bottleneck triad 57:00 another recommendation 59:00 Strategy matrix 01:04:00 Personal Impact on writing 01:09:00 Resources 1:11:00 Question to ponder --- [ 2. LINKS ] --- https://www.linkedin.com/in/petercompo/ The Emergent Approach to Strategy (book) by Peter Compo - www.emergentapproach.com Peter Compo Music - https://www.youtube.com/channel/UCJsn2zbnx8dwvHJrisdkAtg --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle…

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Advancing Service Design 2024 / Program Deep Dive with Sylvie Abookire 33:21

23 weeks之前33:21