Service Design Show

We must have him on the Show... That's what crossed my mind when I came across Jaryn Miller's recent LinkedIn post. Jaryn is the service design manager at Headspace Health. You might know Headspace from their popular meditation and mindfulness app, but these days they do a lot more. So I reached out to Jaryn with an invitation, and luckily, he said accepted. Our conversation took us on a p...

How can you enhance your collaboration skills? One of the charms of service design is that you always need to involve people from many different disciplines to achieve meaningful outcomes. And as the challenges that you're working on become increasingly complex, effective collaboration becomes more crucial than ever. However, not all forms of collaboration are created equal... Understanding th...

Is design facing a leadership crisis? If you’re nodding in agreement, you’re not alone. As service design professionals, we know the power of our craft to create meaningful change. Yet, we often struggle to find the support necessary that allows us to have a long-lasting impact. And when those around us in leadership roles fail to advocate for the value of design, progress stagnates, and burnout b...

What does it take to unlock the full potential of service design? That was the burning question in my recent conversation with Jung-Joo (JJ) Lee . As you know, service design's true value goes beyond delivering specific artifacts or running workshops. However, the prevalent narrative around service design in recent years suggests that it is a codified process with specific outcomes that can be...

As service designers, we often face the challenge of sustaining momentum for change after the initial excitement of a project. It's easy to get caught up in the research and ideation phase, but true success only comes from making a tangible impact on our customers. If you've ever struggled with getting your insights to stick, you're not alone. Recently, Lisa Salamone hosted a session i...

Have you ever thought about... what a sustainable service looks like? Nowadays, we have a pretty good idea of what sustainability means for products, but I would argue not so much for services. The language around sustainability resides very much in our material world. We talk about carbon emissions, reducing waste, and moving towards circularity. But services aren't made up of atoms. Our desi...

How do you scale service design from 10 to 100 inside an organization? That’s what you’ll hear in this conversation with Doug Powell. But first, let me tell you a personal story. My car was leaking oil. It started with small drips but got worse over time. The idea of having to take the entire engine apart wasn’t something I was looking forward to. So we tried to “solve” the issue by tightening nut...

I almost can't believe it... Colleagues for the entire org are lining up and asking for service design. That's what Niamh Parsley said when I asked her about the biggest change that happened in the last two years.  Niamh is the Senior Design Manager at the world's #1 music streaming service, Spotify. When Niamh joined Spotify, only she and one colleague were waving the service design flag. Bu...

I'm sure you know them. Services that made you smile, made you feel special, made you feel... human. Unlike the bland and ordinary services that quickly fade from our memory, they are the services that we remember and look forward to. The secret behind these exceptional services is the emotional connection they create with their users. But creating this emotional connection isn't easy. Luckily, th...

Okay, take a guess... Which services are probably the most challenging to design? I argue that it's the services that your users don't explicitly ask for. Wait, what?! Who designs services that their users don't ask for? Well, your government does. A lot. Think of public services like collecting taxes, keeping your street clean, and providing quality education, and helping to alleviate poverty. Th...

What is the secret... How do you get non-designers to appreciate the value of service design? It’s also a question that keeps coming back over and over again. And I get it. Clients hold budgets, internal stakeholders have decision-making power, and you need your colleagues to pull projects off. If you don't get these people on board with your work, you risk paying a high price. However, when you k...

Journey Mapping is, without a doubt, one of the most important tools we use. We spend a lot of time and effort to create the most impactful maps we can.  It’s all part of the job: * Dozens of workshops * Hours doing user research * And weeks of sensemaking. The perfect journey map. Success! But what comes after the map?  Unfortunately, in most cases, it’s used... and then stowed away. &n...

Journey mapping is reaching its limits. Sure, journey maps and mapping work fine at a small project or team level.  But it quickly breaks down when you want to organize around the journey, at a bigger company scale. In order to do this, you need something that goes beyond mapping. But before we dig into what that is, let's look at why journey mapping breaks down: Everyone has their way of doi...

Imagine that you'd get the opportunity to join an intimate dinner party.  A dinner where you're accompanied by some of the brightest people in our field. And where you'd get the chance to explore a thought-provoking topic. Would you enjoy the evening? That question was going through my mind when I was thinking about how the Circle community should feel. Now, almost two years after the first "...

I have a family with two small kids who are quickly growing up. The challenge many parents, including me, encountered was... how do we keep our home somewhat clean and tidy. My initial and naive strategy was to pick up everything left behind. But this strategy breaks down pretty quickly, as you can imagine. So then I tried to distribute the responsibility to everyone in the family. If everyone doe...

This can transform your business strategy... That's what I thought during my recent conversation with Indi Young. Indi recently published a book titled Time to Listen. Here's my summary of the book. It teaches you how to design services that are less harmful, more accessible, and in the end, better for business through the "simple" act of listening. Basically, transforming open and honest conversa...

Let's build a *system* of journey maps! Hold on there... do you know what you're getting yourself into? Journey maps are great. They help you align people, processes, and resources around your customers' needs. This leads to a more efficient organization, happier employees, and less frustrated customers. But as you might have experienced, journey maps also tend to spiral out of control pretty quic...

You need to fail... Yes, I said it.  Because failure is the fastest way to success when you're innovating. But it's surprisingly hard to fail. And this is a major problem. Why, you ask? Well, in our service design practice, failure is part of prototyping. You have an idea, you create something, you try it in the real world, learn from what happened, and based on that, improve your solution to...

When you asked me to play the piano, I can assure you that nothing close to music would come out. Would we, at that point, say that the piano is broken? That would be silly, right? Somehow, this is the typical approach when organizations bring in design. When design doesn't fully deliver on the expected outcomes, it's the process that is declared faulty.  Mauro Porcini is the Chief Design Off...

I'm sure you've heard this before... "You can't design for everyone." That's a fundamental principle in a good design process. In the end, design is all about making choices. And one of these choices is defining who you are designing for. But here's an interesting question: Can you design with a specific user in mind without excluding others?  This sounds a lot like a paradox, right? So why b...

Think for a moment about a hard conversation you needed to have about a topic that really mattered to you. This could be a conversation at work or just in your private life. Now, what if... that conversation went down in your memory as exciting, productive, and fun? What if it almost felt like a game? Sounds too good to be true, right?  Well, according to Fred Dust, that's exactly what's poss...

Sustainability is the innovation frontier of the 21st century -- and if you don't get on that train, you'll be lost. This quote emerged during the recent conversation with Bhavi Patel and Heydn Ericson on the Show, where we explored the intersection between circular and service design. As it turns out, you, as a service design professional, are in a great position to push a more sustainable approa...

Having a seat at the table... That's what we often talk about in the service design field. And I would say rightfully so. Because when you do get involved early, you have the opportunity to influence the direction of a project. On the flip side, you could end up making the perfect solution for the wrong problem when you get involved late. But how do you get your business stakeholder to see and app...

What can you expect during the Service Design Global Conference 2022? Vinay Venkatraman is one of the speakers at the conference and in this video, you'll get a sneak preview of his talk. If you want to attend the conference check out the link and discount code down below. [ 1. EPISODE GUIDE ] 00:00 Welcome 01:45 Who is Vinay 03:00 Main topic 04:45 Why this topic 07:15 Key lesson 10:45 Future pers...

What can you expect during the Service Design Global Conference 2022? In this episode, you'll hear the closing keynote speaker, Christian Bason, share a preview.  If you want to attend the conference check out the link and discount code down below. [ 1. EPISODE GUIDE ] 00:00 Welcome 01:45 Who is Christian 03:00 The big idea 05:45 Designing with time 07:45 Who owns the agenda 10:00 Design is f...