Τα καλύτερα Service Design podcast (2024)

1
#58 - Building strong local communities with Djoera Eerland 1:08:42

1d ago1:08:42

1:08:42

How do you engage active neighbours in saving energy together with the rest of their neighbourhood? How can you improve social cohesion in local communities? Djoera Eerland shares the challenges and learnings of kickstarting neighbourhood collectives at scale, with Buurkracht.Από τον Service Design Podcast

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

3d ago1:00:36

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…

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

19d ago1:01:53

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 …

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

1M ago1:13:29

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 VU…

1
Advancing Service Design 2024 / Program Deep Dive with Sylvie Abookire 33:21

1M ago33:21

33:21

An exciting new conference is just around the corner, Advancing Service Design 2024. We recently had a chat with Lou Rosenfeld, the conference organizer, about key ideas behind the conference. Now, we're doing a deep dive into the two-day conference program with Sylvie Abookire, who's part of the curation team. In this episode, you'll hear ab…

1
#57 - Regenerating the future with Coral Michelin 46:14

1M ago46:14

46:14

“All of Latin America is on fire at the moment. We’re losing thousands of hectares of ecosystems…” This is how Coral brings us to Brazil at the start of our conversation. She is currently working for re.green, an organisation that restores tropical forests at scale, and she recently published her book on Ecosystemic Design.…

1
Why People Aren't Listening to You - And How to Fix That / Gabrielle Dolan / Ep. #214 1:00:45

2M ago1:00:45

1:00:45

I remember being subscribed to this email newsletter from a guy named Josh, all about email marketing (kind of meta)... Every single day, a new email from Josh would pop up in my inbox, and I'd open it right away. These emails were different, a bit weird even, but in the best way possible. Each one would start with something that felt totally rando…

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What's this new SD conference all about!? / Advancing Service Design Conference 2024 (Part 1) with Lou Rosenfeld 34:57

2M ago34:57

34:57

I'm excited... There's a brand new conference just around the corner – Advancing Service Design – and it's organized by none other than Rosenfeld Media, the publisher behind some of the most iconic books in our field. Now you might be thinking... another conference? But trust me, this one is different. That's why I invited Lou Rosenfeld himself…

1
Confessions of a Journey Management Pioneer / Florian Vollmer / Ep. #213 1:02:31

2M ago1:02:31

1:02:31

Sure, everyone's talking about Journey Management, but few are actually doing it well... It's one thing to map out customer journeys, but quite another to truly manage them. The frameworks and models look great on paper, but reality is often far messier. Most organizations struggle to get a handle on even one journey, let alone a dozen! So I'm exci…

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A New Approach to Measuring Design's Impact / Stacey Barr / Ep. #212 1:09:57

3M ago1:09:57

1:09:57

This might be the most profound conversation I've recorded this year... What if I told you that the puzzle of how to measure and quantify the value of design has already been solved? I know, it sounds too good to be true, right? But hear me out. We all struggle to express the value of design in metrics that businesses understand. The result? We oft…

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Are We Designing a Landfill or Leaving a Legacy? / Jennifer Rittner / Ep. #211 1:08:46

3M ago1:08:46

1:08:46

Let's start with an "easy" question today... Is design a force for good, or just another cog in the capitalist machine? I know many design professionals are grappling with this question. We see design's potential to have a positive impact but often find ourselves frustrated by its misuse as a tool for profit at any cost. The overflowing landfills, …

1
How DesignOps helps you Focus on What Matters / Meredith Black / Ep. #210 57:38

3M ago57:38

57:38

Ever feel like the weight of the world on your shoulders as a service design professional...That you're constantly juggling your "actual" work with the complexities of organizational processes and structures?Well, I've said it before and I'll say it again: Our DesignOps friends are here to lighten that load.They enable us to focus on what we do bes…

1
RAG makes Service Design easier, faster, and more fun / Kirk Marple / Ep. #209 1:05:36

4M ago1:05:36

1:05:36

Sure, AI is pretty cool, but have you heard of something called Retrieval-Augmented-Generation (RAG)... We don't often spotlight specific tech on the Show, but RAG? I firmly believe that RAG has the potential to shake up service design in a big way. Imagine having a super-powered teammate on every project. This teammate has the ability to recall ev…

1
Can We Design for a Better Tomorrow? Steve Baty / Ep. #208 58:31

4M ago58:31

58:31

How can we leave the world in a better place than we inherited it... And what's design's role in all of this?In this episode, we tackle these big questions with Steve Baty. Steve is an author, former political candidate, the current CEO of the Australian Design Council, and co-founder of the renowned Meld Studios.He joins us to confront the undenia…

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#56 - Experiments for inclusion with Tom Van Hoey and Yalenka Mariën 55:02

5M ago55:02

55:02

How to make your services more inclusive and accessible? Tom Van Hoey from District09 and Yalenka Mariën from Knight Moves share insights from Flanders' City Deal 'E-inclusion by Design,' where they focus on crafting accessible digital tools for 13 Flemish cities. Together, we discuss the importance of small-scale experimentation, encouraging city …

1
How to Design Service Endings That Don't Stink / Joe Macleod / Ep. #207 1:02:30

5M ago1:02:30

1:02:30

Ever felt trapped in a service you couldn't escape...Trying to end a subscription only to face a frustrating maze of hurdles?Let's face it, service endings are often the worst experience ever.The good news is that it doesn't have to be this way.In fact, well-designed endings can be a secret weapon for your business.Think about it – when customers i…

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The Roadmap to Demonstrating Design's Impact / Ryan Rumsey / Ep. #206 1:08:25

5M ago1:08:25

1:08:25

Let's crack the code of proving design's impact on the bottom line...For this, we first have to go back to 2012. That year, a groundbreaking discovery was made at CERN. The existence of the Higgs Boson, a particle that had eluded scientists for over 40 years, was finally proven.You know what? I feel that this elusive quest is very similar to our ow…

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Why BAD services are good for you / Lou Downe / Ep. #205 1:04:40

6M ago1:04:40

1:04:40

Good Services... A book that has quickly become a classic in our field. If you haven't read it yet, it's a must. It outlines the 10 principles of good services, which is pretty fundamental stuff.But even before writing it, Lou Downe was already an icon, creating impact as the Director of Design at the Government Digital Service in the UK. So when I…

1
#55 - Finding Nemo: transforming Finland’s maritime logistics with Sanna Vainionpää 49:56

6M ago49:56

49:56

How can service design revolutionise maritime logistics? Sanna Vainionpää gladly answers that question as she shares how their 10 years vision concept for Finnish Maritime “Single Window” - named NEMO - enhances efficiency, reduces environmental impact, and optimises port operations. Don’t hesitate to dive into this engaging discussion on the power…

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Exploring The Materials of Service Design / Simon Clathworthy / Ep. #204 1:12:34

6M ago1:12:34

1:12:34

What are the materials of service design... A seemingly simple question, but one that I believe has the potential to reshape our understanding of service design. Historically, design has always been about shaping and manipulating materials to give form to things around us. It's only in recent years, with the popularization of design thinking, that …

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The Secrets to Effective Design Leadership / Marzia Arico / Ep. #203 56:13

7M ago56:13

56:13

What does it take to become a great design leader... Regardless of whether or not it's in your official job title, you're already leading to some degree. You are leading because your work is to deliver change. Change because we want to break free from outdated mental models that can't solve today's challenges. But what kind of leadership is needed …

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Can Design Help Us Break Free From Broken Systems? / Fang-Jui Chang / Episode #202 1:03:44

7M ago1:03:44

1:03:44

Why is it that we rarely question the systems that govern our day-to-day lives?Imagine building a rocket ship while still believing the sun revolves around the earth. Even though this sounds ridiculous today, it's not that long ago that this was the accepted notion. When Galileo first made the claim that it was actually the other way around, he eve…

1
What it takes come out stronger from a crisis / Lilli Graf / Ep #201 58:01

8M ago58:01

58:01

My daughter dared me to 15 meters free-fall... I was on a climbing track with her, and this was one of the "attractions." Of course, she had taken the plunge without shedding a sweat.So, there I was standing on the edge, ready to take the jump, while everything in my body was screaming NO. I hesitated, terrified... but backing out was not an option…

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Your Burning Questions Answered / Marc Fonteijn / Ep #200 49:57

8M ago49:57

49:57

Recently, I turned 43... I don't really celebrate my birthdays anymore. Don't worry; I have an amazing wife who makes sure there's always cake. But I do always try to take a moment and reflect on my past year because “The only time you should ever look back, is to see how far you've come.” Well, today, it's not just about my journey; it's about our…

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What Design(ers) Needs to do to Stay Relevant / Yvonne Tran / Episode #199 53:45

9M ago53:45

53:45

Is design facing a crisis? You don't have to spend much time on LinkedIn to read about the recent layoffs, studio closures, and debates about our value. Whether or not you call it a crisis, it's hard to deny that things have been shaken up recently. But instead of focusing on surface level symptoms, let's dive deeper. In this episode, we sit down w…

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How to Stop the Erosion of Great Services? / Cameron Tonkinwise / Episode #198 55:13

9M ago55:13

55:13

This has to stop... I don't care what they say. Chatbots s*ck. But we, as service design professionals, have the power to make things better.Sure, ChatGPT and Google Gemini are impressive tools, but a chatbot on a company's website? Probably one of the most frustrating experiences you can have these days.This trend toward replacing humans in servic…

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#54 - Save Time, Save Lives with Ashleen Nee And Linda Klotzbach 51:37

9M ago51:37

51:37

In this episode, we have a thoughtful conversation with Ashleen Nee and Linda Klotzbach going int-depth into their project “Save Time, Save Lives”, winner the 2023 Service Design Awards for Best Student Project executed together with YuYu Sun.Από τον Service Design Podcast

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How to Predict the Future and Make Smarter Decisions Today / Ali Draudt / Ep #197 53:16

10M ago53:16

53:16

Imagine that you had the power to look into the future... That you could escape from the short-term focus and envision a world years or even decades away. And on top of this, you'd be able to turn this vision into something real, a roadmap to guide your decisions today. Wouldn't that change everything? Now, this episode won't give you a crystal bal…

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The Key to Understanding the Impact of Design on Business Outcomes / Patrizia Bertini / Ep. #196 1:00:15

10M ago1:00:15

1:00:15

Here is something that makes many service design professionals cringe... The question to quantify the impact design has on the company goals. You'll see that finding the answer to this question is actually surprisingly easier (and more fun) than you might think. Here's a business mantra you might have heard before: If it's not being measured, it's …

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Practical Strategies for Doing Work that Truly Matters / Frances Yllana / Ep #195 52:37

10M ago52:37

52:37

What's the most important tool in your service design toolbox?No, it's not a fancy piece of software or a groundbreaking methodology.The most important tool is you.A bit cheesy? Perhaps. True? Absolutely!Let me explain.You're the enabler for all actions leading to positive change. It's easy to overlook the importance of keeping this tool—yourself—i…

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Design needs to grow up and take responsibility / George Aye / Ep. 194 1:00:47

11M ago1:00:47

1:00:47

Design is at risk of being misused and exploited... Wow, I had to let that sink in for a moment. It's not the first thing that comes to my mind when I think of the service design community. I generally see a bunch of optimistic and passionate professionals dedicated to making the services around us better. However, our latest guest, George Aye, del…

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Why Beautiful Businesses always Win / Alan Moore / Episode #193 1:02:27

11M ago1:02:27

1:02:27

Could it be that we're missing the ultimate metric of success? If I asked you about the metrics driving your organization, I bet revenue, costs, and profit would top the list. Sure, staying in business means earning money, and for most organizations, growing profit has been the default mode of operation. But here's the catch: more money shouldn't, …

1
How to build a thriving community for and with service designers 46:22

12M ago46:22

46:22

Here's a crazy idea... Imagine you had a team of service design superheroes by your side. A team that helps you take on the status quo head-on, challenging organizational inertia with confidence. As service design professionals, we're playing the long game. Change is a journey, and navigating tough times is part of adventure. Over the holidays, I r…

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The secret to getting Service Design in the driver's seat / Brad Alphonso / Ep. #192 53:01

12M ago53:01

53:01

We've all heard it before... An idea is nothing without execution. As service design professionals, our mission goes beyond doing research and creating future scenarios. We're here to create real, tangible change in the lives of the people we serve. But here's a frustration I'm sure you'll recognize: many insights we uncover eventually never materi…

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#53 - Designing rituals with Adam B Cochrane 51:08

12M ago51:08

51:08

Adam B Cochrane is a Senior strategic designer at Lufthansa Innovation hub where he facilitates meaning, purpose and future visions through service design. Throughout his career - with previous employers such as Zalando, Taxfix, IXDS and Telekom - he developed a keen interested in ritual design and guiding new business ventures. Now, he ‘s also the…

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Do better work and boost your happiness through Unhurried Conversations / Johnnie Moore / Ep. #191 55:45

1y ago55:45

55:45

In our fast-paced society, we often find ourselves rushing through life. Whether meeting work deadlines or juggling personal commitments, speed and efficiency seem to rule the day. Our interactions with others have become transactional, focused on accomplishing tasks rather than building meaningful connections. Have we lost the art of genuine commu…

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How to get design out of the box it's been put in and unlock its true potential / James Helms / Episode #190 1:11:13

1y ago1:11:13

1:11:13

Design has failed... There's a growing narrative that design has fallen short, failing to tackle important business challenges and truly impact customers' lives. But let's dive deeper. Was this a predictable narrative from the start? In recent years, design often found itself working within confined parameters, struggling to fit into an agile, time…

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How ResearchOps saves time and maximizes impact / Kate Towsey / Episode #189 58:52

1y ago58:52

58:52

ResearchOps, it's a real game-changer... To drive home why, let me share a personal story. I've been producing this podcast for six years now. There are at least 60 steps that need to be completed before a conversation reaches your ears. Over the years, I've put different systems in place to make the production process run smoother. But here's the …

1
#52 - Imagining collective futures with Khushboo Balwani 46:24

1y ago46:24

46:24

Khushboo Balwani is a designer, creative researcher, and futurist active in Brussels through her socio-artistic citizen lab BrusselAVenir. Enjoy this hopeful and inspiring conversation about Khushboo’s work, her approach for understanding and visualising future needs and the power of collective future building.…

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How to be a compassionate leader who gets things done? / Amelia Diggle / Episode #188 1:01:10

1y ago1:01:10

1:01:10

There is no way around it; you have to lead... Here's the elephant in the room: Being in a leadership position can be a lonely and isolated endeavor. As service design professionals, we often find ourselves in situations where people look up to us on what to do next. They put their trust in us to set out the course and direction. Great, right? Well…

1
Strategies for Positioning Design as an Equal Business Partner / Scott Zimmer / Ep. #187 1:05:05

1y ago1:05:05

1:05:05

Let's face it... In many organizations, human-centered design, unfortunately isn't yet woven into the cultural fabric. This means that design often still needs to earn its stripes before it gets fully accepted inside an environment that's dominated by a different mindset. And the stakes are high. Either design's influence grows, and investments shi…

1
#51 - Do No Harm with Giulia Bazoli and Pardis Shafafi 36:16

1y ago36:16

36:16

As designers, we assume a lot of responsibility when it comes to involving users. How can we do better, and how can we stay kind to ourselves? Giulia and Pardis share good laughs and serious answers on using the Do No Harm Framework in their daily practice at Designit.Από τον Service Design Podcast

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Solving the systemic issue that's holding design back / Mauricio Manhaes / Episode 186 58:58

1y ago58:58

58:58

This can't be true... It was a revelation that left Mauricio Manhaes in disbelief.A disturbing pattern emerged during his research on what it means to cultivate a design-driven culture in everyday work.Doing research is much like connecting dots, where individual stories often lack groundbreaking insights. However, unexpected patterns can suddenly …

1
Gain buy-in without burning out by having healthy conversations / Heather Walker / Episode #185 1:13:20

1y ago1:13:20

1:13:20

It's the magic ingredient (and blind spot)...Trust. It's not a topic that gets much attention in the service design space, but it's the secret sauce you need to get people on board with your ideas. Trust is the linchpin whether it's your colleagues, clients, or CEO. That's why, in this week's episode, we dive into what it truly takes to cultivate a…

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Rewiring the Corporate Mind through Service Design / Perrin Rowland / Episode #184 59:20

1+ y ago59:20

59:20

It's not a walk in the park... In fact, calling it challenging is a major understatement. What we, as service design professionals, often need to tackle some could described as brain surgery. But I bet they didn't teach you that in service design school. They certainly didn't for me. But why the analogy to brain surgery, you ask? According to our g…

1
The power of merging business and design 51:34

1+ y ago51:34

51:34

What's the impact? What happens when you can translate the value of service design in a way your business leaders understand?Does your daily work transform? How does it influence your projects? Does it open doors to new challenges? Does it boost your career? Many theories abound, but why not hear it straight from the pros who are bridging this busi…

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How GOOD Co-Design leads to better services / Emma Blomkamp / Episode #183 56:20

1+ y ago56:20

56:20

It feels like an absolute no-brainer... Involving our users in the design process. We've all seen the outcomes of services that neglected this step. In the best case, these services that looked great on paper just get no adoption in the market. In the worst case, they cause harm to certain communities. Within service design, we know that co-designi…

1
#50 - Transforming healthcare with Jiri Vermeulen en Lola Bladt from Minze Health 50:02

1+ y ago50:02

50:02

Join us as we dive into the wonderful world of healthcare innovation with Jiri Vermeulen and Lola Bladt from Minze Health. Jiri and Lola share their personal experiences as entrepreneurial designers, narrating the transformation of a visionary idea in 2015 into an established digital healthcare company today with multiple products in the global mar…

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DesignOps is Service Design? / Heidi Ettanen / Episode #182 52:07

1+ y ago52:07

52:07

In this episode, we dive deep into DesignOps and its rapid adoption by leading companies worldwide. Personally, I'm a strong advocate for DesignOps. I feel it holds the potential to unleash, or at least significantly contribute to, the full power of design within organizations.The fact that you're reading this tells me that you probably also feel d…

1
The Service Organization Demystified / Kate Tarling / Episode #181 57:21

1+ y ago57:21

57:21

Imagine not just designing one service... But shaping your entire organization so that it keeps improving the services it offers, continuously. Yes, it's a much bigger challenge, yet the reward of creating a highly service-oriented organization is immeasurable. But let's be real, redesigning an entire organization isn't a task for the faint-hearted…

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