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 with Yvonne Tran, design director at the New York Times, to explore the underlying forces that shape design. Where are we coming from, and what could be its next destination. Why is design in its current state? Is this a backlash against the widespread understanding of "design thinking"? If everyone's a designer, what's the unique value a professional brings? Despite the challenges, Yvonne still sees a bright future for design. As our clients and colleagues evolve and mature, so must we. In our conversation, Yvonne outlined three key areas where design can continue to provide unique value. A thought-provoking episode for anyone interested in new ways to think about how to keep playing a meaningful role in the future. It's all too easy to get bogged down in the daily grind. What I enjoyed about this conversation with Yvonne is that we zoomed out and challenged our perspectives. Let's look beyond the horizon of this quarter and make decisions that are grounded in a long-term perspective. Inspired? Share this with someone who needs to hear it. Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 199 03:30 Who is Yvonne 04:30 How she stumbled to SD 06:00 Lightning Round 10:00 Design, Designers, & Innovation 14:00 The promise of design thinking 17:30 What's the impact 27:00 The new role of design community 37:00 Aligning people's expectations 39:30 How to accelerate demand 44:00 How to measure success 48:30 One takeaway --- [ 2. LINKS ] --- https://www.linkedin.com/in/yvonnetran/ Braiding Sweetgrass by Robin Wall Kimmerer (Book) - https://a.co/d/3Jho54D --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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 service delivery is a growing concern. There's nothing wrong with trying to optimize processes. It becomes a problem when it's done in a mindless way to solely cut costs at the expense of the user experience. Our guest, ​Cameron Tonkinwise​, makes a compelling case for preserving the human element in service delivery. Because removing this vital component erodes something incredibly valuable that AI (or any other tech) can't and will never be able to replicate. As you can imagine, simply pointing out the problem isn't enough. So, in our conversation, we explore how to make a strong case for human-driven services... even to the most skeptical stakeholders. Spoiler: Waiting for our clients to change their minds isn't the answer. It requires a proactive approach on our part. If you work in a product or tech-driven environment, this episode will hopefully give you the energy and ideas to challenge the relentless push for short-term optimization. The chat with Cameron reminded me that we have a responsibility to design the future we want to see rather than just being of service to others. Enjoy the conversation and keep making a positive impact! Take care, ~ Marc --- [ 1. GUIDE ] --- 00:00 This is Episode 198 04:00 Who is Cameron 05:00 How he stumbled to SD 12:30 the current perspective to SD 15:00 the ideal outcome 16:45 A vastly uneducated community 24:00 Why the model isn't adopted 26:00 How to support the current economy 29:30 Hockey puck story 33:30 Thoughts in AI 39:00 What you can be offering 41:30 Expressing the need 45:00 Importance of frontline observation 50:00 One practical takeaway 52:00 Connect with Cameron --- [ 2. LINKS ] --- https://www.linkedin.com/in/cameron-tonkinwise-80a5987/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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 ball, but it might be the next best thing. We all know that the challenges we face today require different ways of thinking in order to solve them. If we continue on the trajectory we're currently on, our future isn't looking very bright, to say the least. In order to create a different, better future, we have to first imagine it. But with our world changing so fast, how can we even predict tomorrow, let alone years from now? Aren't we just better off focussing on the here and now? Not according to our guest, Ali Draudt. Ali teaches us that predicting the future is a hidden superpower of designers. Lucky for us, Ali is an expert – author of "What the Foresight," holding a degree in Design Strategy and Strategic Foresight, and is currently the Head of Innovation and Design Strategy at Nike. In this episode, you'll hear how to: Explore worldviews that might be radically different from your own. Challenge your existing beliefs and biases to imagine the seemingly impossible. Use practical tools to make abstract futures tangible. So, if you're to unleash your hidden superpower and make better decisions today you'll be in for a treat! Talking with Ali reminded me that the dots only connect in hindsight. The only way to make those breakthrough, serendipitous connections is by continuing to explore things that seem irrelevant now. Enjoy and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 197 04:00 Who is Ali 04:45 How Ali Stumbled into Service Design 06:30 Lightning Round 08:00 Moving beyond antromorphic design 10:30 What's truly human-centered 17:30 Adopting to this practice 21:00 Next big thing to go beyond 24:00 Changing levels of zoom 31:00 Coping mechanism on the speed 38:00 Using the Steep Model in Teams 40:00 4 archetypes to future potentials 45:30 What good work look like 49:30 Co-creation mode 50:45 What I hope you'd remember --- [ 2. LINKS ] --- https://www.linkedin.com/in/alidadraudt/ The Thing from the Future (Team-building game) https://situationlab.org/project/the-thing-from-the-future/ The Ministry for the Future - Kim Stanley Robinson (Book) https://a.co/d/992fmv5 --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠ https://servicedesignshow.com/circle

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 not important. Numbers rule. That's that cold, hard reality of how companies operate. Now, as a design community, we've always struggled to quantify the value we bring to tangible business outcomes. Sure, there are valid reasons – we often work on systemic challenges where it's hard to make a water-tight correlation between our efforts and the specific impact they have on the goals. There are just many factors at play that have an influence, and isolating our contribution is hard or, rather, impossible. So, we often get hung up on this attribution question as we feel we can't "prove" how much we've contributed. Even if we want to measure our contribution, we find that the right measuring processes aren't in place to do so. So, we'd rather focus our time and energy on solving the actual challenge at hand than implementing those processes from the ground up. And let's be real, not many of us wake up excited about capturing things in a spreadsheet. So yes, there are reasons why quantifying the impact of design is hard and often lacking. But, as we've recently seen, we're paying a high price for this. Just scroll through your LinkedIn feed to see many sad examples of that playing out. When budgets tighten, design often takes the hit as it can't show, in numbers, its contribution to the business. Okay, I know this hasn't been a very uplifting message so far. But here's the good news. There is a group of professionals out there who absolutely love design and thrive on these types of measurement challenges. Of course, I'm referring to our friends from the DesignOps community. When we collaborate closely together, we have the power to anchor design as an indispensable strategic discipline. At least that's the firm conviction of Patrizia Bertini, our guest in this episode. Patrizia, shares her journey of implementing measurement frameworks that facilitate healthier conversations between design professionals and business stakeholders. In the conversation, we dive into the juicy stuff like value attribution, measuring systemic impact, and prototyping with numbers. I can't guarantee this episode will turn you into a spreadsheet enthusiast, but it will definitely inspire you to be BFFs with someone who loves crunching numbers. Let's face it; we might sometimes feel intimidated by numbers. We want to prove with scientific rigor that things are the way we say. But here's a secret: educated guesses are everything you need... Enjoy the chat and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 196 03:30 Who is Patricia 04:15 Patricia's first Service Design encounter 05:00 Lightning Round 06:30 Thoughts about design identity 12:00 The decline of strategic design 16:30 Unpacking data triangulation 21:00 Identifying problem in onboarding 24:45 Design thinking for business problems 30:00 Going against the system's structure 32:30 Initiating organizational values 42:00 The impact of translating what the business is 46:00 How to bridge the gap 51:30 Who should be accountable? 56:00 What to avoid and what we should do --- [ 2. LINKS ] --- http://linkedin.com/in/patriziabertini --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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—in top shape. And you can only deliver your best work when you're healthy and happy. If you're drained by unfulfilling work or feel your talent is going to waste, all the other tools in your kit won't matter. So, how do we get to a place where we do work that gives us joy and motivates us to get up in the morning? That's the theme of the conversation with our guest, Frances Yllana. Frances shares practical ways to align our work with our purpose. And we discuss the importance of prioritizing conscious career development, even in busy times. As you'll hear, the great thing is we can apply many tools and methods from our own toolbox to achieve this. This episode is all about making sure you do the work you want to do, not just the work you know how to do. Yes, the stakes are high! The conversation with Frances inspired me to spend even more time understanding myself—when do I operate best and deliver my most valuable work? There's a lot of power in knowing yourself, so hopefully, it will get you in this mood as well. Keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 195 03:30 Who is Frances 04:00 How she stumbled to Service Design 05:30 Lightning Round 08:45 Finding purpose by doing work outside of our work 10:30 What lead to this thinking 14:30 How the purpose translated 18:30 Increasing the chance of clarity 20:30 Insights to figuring out what you should be pursuing 27:00 How we can identify the impact that we are contributing 32:45 A knack for recognizing wins 39:30 Helpful methods to help you find purpose in your work 43:30 Piece of advice --- [ 2. LINKS ] --- https://www.linkedin.com/in/francesy/ SunsayS.cool - https://www.sundays.cool/ Send a letter of gratitude to someone - https://www.sundays.cool/praise --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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, delivers an important wake-up call. George argues that when we solely focus on the feasibility aspect of our work, we fall into the trap of contributing to challenges that aren't aligned with our values. It's not enough to merely ask whether we can do something. As a practice, we must take responsibility and hold each other more accountable for the impact we have on the people that we serve. The key question, according to George, is whether we should contribute to a particular challenge. No challenge is too small for thorough scrutiny. We need to overcome the idea that we should get involved in every project and demand higher ethical standards from ourselves and our clients. But what does this mean in practice? In our conversation, George, who leads a highly respected design studio, spills the beans on how his team holds him accountable for the clients and projects they take on. Why he has written over 50 break-up letters to clients and the importance of the "gut-check" tool as the crucial compass for guiding their decision-making process. This conversation might make you uncomfortable at times—I certainly felt that way. Yet, I wouldn't have wanted to miss it for a moment, and I believe you might feel the same after listening. The topic is too important to ignore. One statement from George that continues to resonate with me: When a lawyer or doctor makes a mistake, they lose their license. What are the consequences when a design professional screws up? This is a key question we must address to mature our field. Enjoy the conversation and keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 194 03:45 Who is George 04:30 Lightning Round 08:00 Should we do it? 10:30 Am I asking this question enough? 14:30 A Project promoting unhealthy behaviors 20:00 Guns and tobacco 22:15 The risk of getting fired and it's trade-offs 26:15 How can we know when to speak up? 30:45 Examples when making a wrong judgment call 31:15 The Gut check 48:15 What to do when it doesn't play out well 53:45 How do we bring this to a broader community? 57:15 Moral injury --- [ 2. LINKS ] --- LinkedIn - ⁠https://www.linkedin.com/in/georgeaye/⁠ George's studio: ⁠http://greatergoodstudio.com/⁠ The Social Change by Design Database: ⁠https://airtable.com/appxBXOcR6tqV5phJ/shrmOgXzu5DD2NlYC/tbltgZ0yFEmLkqqJe⁠ Sign up for the fireside chat: - https://go.servicedesignshow.com/kdpbv --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠⁠https://servicedesignshow.com/circle⁠

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, and frankly can't, be the end goal. We all feel the consequences of that mindset today. So, if profit isn't the ultimate metric of success, what could be the alternative? Our guest, Alan Moore, has an inspiring take on this. According to Alan, the metric to optimize our business for is beauty. Yes, you read that right, beauty. Now, I know this will sound a bit unconventional for some organizations, but just because beauty isn't a recognized metric doesn't mean it lacks importance. Just imagine a world where we actually would optimize for beauty instead of profit. Intriguing, right? So, is this just wishful thinking? Surely not! In our conversation, Alan shares practical tools and examples of companies that have embraced this philosophy, taking the first step toward a more beautiful business. This is one of those conversations that could open up a whole new area in your opportunity space that will help you design better services. What resonates with me about Alan's story? It's aspirational. It challenges the mainstream narrative and demands courage to follow this path. Perfect for the design community to embrace if you ask me --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 193 07:15 Who is Alan 08:30 How he stumbled upon Service Design 10:15 Lightning Round 11:30 Beauty will change the world 16:15 Why is it about beauty 22:45 3 Steps to Reset 28:45 How to look at the world differently 37:00 Steps in the "Do" Stage 47:45 When should we push reset? 49:15 Applying the work you're doing today 50:45 The point is to strive 52:15 How to know you're making progress 1:00:15 What you can do today --- [ 2. LINKS ] --- https://uk.linkedin.com/in/alanmoore2 https://beautiful.business https://thebeautifuldesignproject.com/ No Straight Lines by Alan Moore (book) - https://a.co/d/9metoPr Do Design by Alan Moore (book) https://thedobook.co/products/do-design-why-beauty-is-key-to-everything --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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 read "The Long Game". In the book, the author underscores the importance of a strong support group to overcome short-term challenges and bridge the unavoidable chasm of doubt. Well, enter the ​Circle community​ – our, or rather your, team of service design superheroes. If you've been following my work, you'll know that we've been carefully building this support group over the last three years. Since day one, the Circle has been an ongoing prototype, and (fortunately) not everything works out as we plan. In this episode, you get a peek behind the curtains as we share the lessons learned from the past year. You'll also hear about our hopes for the future and what the next iteration of the Circle could look like. The insights aren't just for those creating their own (internal) community; they will resonate with anyone on a journey of professional growth. Having experienced the Circle firsthand, I have no doubt that actively exposing yourself to your peers' thoughts, ideas, and experiences is the most effective way to evolve into a mature and well-rounded professional. --- [ 1. GUIDE ] --- 00:00 Circle Retrospective 2023 Special Episode 02:45 Welcome Brian & Hayden 03:45 How the Circle evolved 08:15 The Most helpful Dinner Table Session 11:00 What we will be exploring more 12:15 What's important for service designers 22:15 Small wins 26:45 Ways How the Circle has expanded 30:45 What to look forward in 2024 36:30 What the Circle Can Look like in 5 years 40:45 How we can improve our practice 44:45 Closing

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 materialize into solutions. It's been a critique of service design for years. Why does this happen? Well, one reason is the handover moments within organizations. Many great ideas die in the transition between people, teams, and departments. Plagued by conflicting agendas, different objectives, and unequal resources. And as service designers, we lack the mandate or authority to see our ideas through to the end. So here's a wild idea: What if there were no handovers? What if service design were the driving force all the way through? In this conversation, we sit down with ​Brad Alphonso​, who's successfully championed this approach within his organization. Service design is now a respected voice shaping customer experiences and influencing the business strategy. We explore with Brad what it takes for service design to play this role within your organization. How can you earn the trust and confidence of those around you, allowing you to take the keys to the car? We also dive into why we must expand our definition of design, step out of our comfort zones, and overcome imposter syndrome to lead the change we want to see. An inspiring conversation based on a real-life case study that will surely give you some new ideas on how to turn ideas into impact. Brad's insights have made me aware again that we need to redefine success as we mature within our organizations. Different stages require different metrics, and failing to adapt can leave us stuck—something to reflect on. Enjoy the conversation! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 192 06:00 Who is Brad 07:00 How he got into Service Design 10:30 Owning the journey 13:30 First-hand experience to pain 15:30 Should we eliminate the hand-off? 22:00 How they got people in the room 27:00 Meet the desires of the organization first 31:00 What Difference a Holistic Approach Can Make 33:30 Recalibrate what success is 40:00 The development process on how this could be implemented 41:30 The criteria of great work 45:00 When your work evolves the transformation 47:45 The biggest challenge in the shift 50:00 When you can't see immediate progress 53:15 A practical advice --- [ 2. LINKS ] --- https://au.linkedin.com/in/brad-alphonso-637914126 --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠ https://servicedesignshow.com/circle

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 communication, leaving us feeling pressured and stressed, constantly chasing happiness? Sometimes, it definitely feels so. So what if we paused for a moment? What if we took the time to listen to one another without judgment or hidden agendas? Listening not to prove a point but to understand. Our guest this week, Johnnie Moore, introduces us to the concept of Unhurried Conversations. What started as a simple experiment has grown into a movement. Johnnie shares the origins of this movement, what it is at its core, and how it can be integrated into our busy lives, even in work settings where busyness often defines success. Unhurried Conversations act as a magical lubricant in our interactions, making everything flow more smoothly. I won't spoil the surprise, but if you feel lucky, take a guess about what this magic entails before diving into our conversation. In a world where change takes time, patience is an essential trait for every service design professional. I really do think that embracing an unhurried mindset can be a simple way to strengthen your patience muscle. Enjoy and keep making a positive impact :) ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 191 05:00 Who is Johnnie Moore 05:30 How he stumbled with service design 06:30 Lightning Round 08:00 Topic for today: Have More Faith and Curiosity 10:30 It's not a secret: Unhurried Movement 13:00 The talking stick process 15:00 The experiment 17:00 Current state of Unhurried Movement 20:30 The result when people engage in the process 26:30 What it requires for a participant 30:00 What might not work - The Risk 33:15 The effects, level of progression when you "Unhurry: 35:00 Value in not doing and only listening and repetition 38:00 Advise when doing Unhurried conversation 43:45 Not having an agenda 46:00 Making human connections --- [ 2. LINKS ] --- https://www.linkedin.com/in/johnnie-moore-2323/ unhurried.org https://www.unhurried.org/book The Answer to How Is Yes: Acting on What Matters by Peter Block (Book) - https://a.co/d/dl7L8pJ Reach out directly to Johnnie: johnnie@johnniemoore.com --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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-boxed, and predictable fashion. Trying to responsibly and get in line with the rest of the business. I've seen many talented service design professionals work their *ss off, still trying to deliver the best work within these boundaries. But the odds were always against them. Perhaps it's our optimism or the sheer challenge that leads us to believe we can reshape design to fit within these constraints. We tried, and to some extent, we succeeded. But when we're honest, the result often resembles a watered-down, marginalized version of what design is truly capable of. So, it's not surprising to come across critiques regarding the impact of design. The question is, how do we get ourselves out of this messy situation? Our guest in this episode, James Helms, offers some intriguing insights. One key aspect is to reconnect with design's superpower: crafting solutions that resonate with people on an emotional level. Additionally, we must find ways to get our executive leaders along this journey. Helping them see how it contributes to the bottom line. We can and should also take more responsibility for the work we deliver. If that's not living up to our standards, we need to voice concerns. And when those concerns go unheard, sometimes, we must bravely decide to seek a more supportive environment. If you also sense the potential for design to tackle bigger and more meaningful challenges but struggle with the practicalities, this conversation will give you some food for thought. The conversation with James got me thinking again about the ever-present balance between a business's quest for predictability and the way design works. How predictable can our work be before it loses its magic? Enjoy the episode, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 190 05:30 Who is James 08:30 How James came across Service Design 11:00 Lightning Round 13:00 Design's current state 17:15 Design's value at the expense 19:15 The agile process 25:30 Design core values success stories 31:15 How to maintain the status quo? 32:00 Domino Effect 40:00 The Dilemma 50:00 Anecdotal evidence and stories 54:00 Is it our fault? 55:15 What's a better strategy? 1:03:00 Piece of advice 1:08:30 Three tech poles of a great creative 1:10:00 What James is doing now --- [ 2. LINKS ] --- https://www.linkedin.com/in/jameshelmsad/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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 interesting part: Today, I spend about the same amount of time on each episode as I did in my first year. So what's changed, you ask? Now that I've standardized and documented the entire process, much of the logistical overhead is out of the way. I use that time to focus on our guests and the quality of our conversation -- the magic happens there. So, what does this have to do with research? Well, what if we applied a similar approach to research? We all know that there's no service design without research. However, getting the time and resources needed for proper research is tough. Research is still often seen as an expense to be minimized rather than the investment it truly is—an investment that multiplies the value of your work down the line. How can we streamline the research process to free up more time for the real magic to happen? Well, that's where ResearchOps comes in! It's a community of passionate professionals looking into how research can be done smarter and deliver more value. Our guest in this episode, Kate Towsey, is at the forefront of this community. In our conversation, we discuss how we, as service design professionals, can benefit from the work done by the ResearchOps community and why service design plays a crucial role in making ResearchOps even better—a beautiful self-reinforcing loop. One important point from my conversation with Kate is that streamlining the research process isn't about doing less research—it's about increasing its quality. Enjoy the chat, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 189 05:00 Who is Kate 06:30 How I stumbled into Service Design 09:00 Lightning Round 11:00 Intersection Between ResearchOps and Service Design 14:15 What is ResearchOps? 20:45 Importance of a Research Library 27:00 The Secret to Research 32:00 How it impacts adoption 37:00 What's missing with ResearchOps 44:00 Importance of Research Strategy 48:30 Advise when connecting with a ResearchOps 52:00 The Future of ResearchOps 55:30 Resources --- [ 2. LINKS ] --- https://www.linkedin.com/in/katetowsey/ ResearchOps Community - https://chacha.club/ http://katetowsey.com/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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, if you're the one who has to carry the weight of making the correct call each and every time, it can easily lead to unhealthy situations and potentially burnout. Not to mention that the challenges we work on are simply too complex to solve in isolation. But it doesn't have to be this way, as our guest, Amelia Diggle, shares in this episode. In our conversation, Amelia shares some unconventional leadership practices that promote collaboration, effectiveness, and even fun, from working out loud to deep listening and mindfulness. Amelia's insights offer a much-needed, refreshing perspective on compassionate leadership. As you'll hear, regardless of whether you hold a formal leadership role or not, you can inspire change by modeling positive behavior. So please join us for the chat and what it takes to become a compassionate leader who achieves results. --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 188 05:30 Who is Amelia 08:00 Lightning Round 10:15 How we can be more collaborative leaders 13:45 Design having more influence 16:45 Leadership isn't collaboration 21:00 What to expect to do differently 22:30 What's "Working Out Loud" 27:00 How to get people to work on the right level 29:15 What to Avoid 35:00 Being Good at Listening 42:30 Am I Listening Enough 43:30 Dealing with a Loud Person 49:30 A Pivotal Milestone 52:30 Importance of having a Vision Statement 57:45 Piece of advice 1:00:30 Connect with Amelia --- [ 2. LINKS ] --- https://www.linkedin.com/in/adiggle/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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 shift toward it, or it risks fading into insignificance. Right now, there's a strong debate going on in our field: How can we earn this respect without losing our design essence, the very source of our effectiveness? ​Scott Zimmer, our guest this week, brings a wealth of insights on what it takes to persuade organizations to make substantial (financial) investments in design. Through his experiences in executive leadership roles, he successfully championed design, building environments where it was regarded as an equal partner rather than a replaceable resource. In this conversation, we delve into the strategies for building bridges between business and design, ensuring mutual understanding and appreciation. As you'll hear, Scott offers practical, actionable steps to drive change within your organization, from the influence of job titles to crafting stories that resonate with your business partners. So, if you're interested in learning what really moves the needle in favor of design from someone who's been at the very top, make sure you don't miss this one! One key takeaway from my discussion with Scott is that we should hold firmly to our principles and not doubt the value we bring to the table. We can be both brave and humble. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 187 05:45 Who is Scott 09:00 Lightning Round 10:30 Designers seeking respect 16:30 Respect revered 18:30 How to earn the respect 26:00 Valuing what designers put into the table 30:15 What it means to be an equal partner 36:30 Making a positive impression 39:45 The status quo 44:30 Bragging rights in your favor 47:00 Lessons learned 56:00 It's a bet 59:15 What's next for Scott 1:04:30 Final takeaway --- [ 2. LINKS ] --- https://www.linkedin.com/in/sczimmer/ Org Design for Design Orgs by Peter Merholz (book) - https://orgdesignfordesignorgs.com/ Join the waitlist - https://www.tmpt.me --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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 emerge when you look across these stories. And that's exactly what happened when Mauricio interviewed some of our field's most accomplished, experienced, and respected professionals. These professionals were generously sharing their work journeys and challenges. But when Mauricio zoomed out and started to reflect on the stories, he realized these challenges weren't rooted in a lack of skills or resources. A deeper, systemic issue is at play, limiting design and designers from living up to their full potential. Mauricio has recently published his findings and came on the Show to share them with us. Join us to gain insights into what might be limiting your impact, and walk away with a practical tool to help you have constructive conversations about this topic with peers. What I deeply appreciated about Mauricio's approach is that it's all about understanding and improving, not about assigning blame. Enjoy the conversation, and as always keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 186 06:30 Who is Mauricio 08:15 Lightning Round 17:45 Being part of the decision-making 20:00 What Social Exclusion is like 23:00 Verbal hostility in the workplace 24:15 Realizing the issue: Workplace Bullying 31:00 Feminity and design 38:00 Journey mapping the issue 43:00 Taking ownership of the issue vs being the victim 48:15 What should be explored next? 52:15 The action plan: what we should do 54:15 Get in touch with Mauricio 55:00 How can we devise more ways --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/manhaes/ Truths and Method by Hans-Georg Gadamer - https://shorturl.at/rBOQW Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20 - https://www.youtube.com/watch?v=VCjrMUz_gk0 Slidedeck used on the SDN Global Cafe - https://www.linkedin.com/posts/manhaes_to-fit-or-not-to-fit-touchpoint-vol-14-activity-7087067423404634113-358C -- Compilation of the main discussion points that emerged after the SDN -- Cafe and the related LinkedIn post (above) - https://www.linkedin.com/pulse/designers-treated-like-women-organizations-mauricio-manhaes-ph-d-/ SDN link to the article - https://www.service-design-network.org/touchpoint/tp14-1-the-employee-journey/tp14-1-to-fit-or-not-to-fit Download the Journey Map - ⁠https://drive.google.com/file/d/1TGW2TmcvIZSg6pV53wU4Z4l4ECHXUzGF/view?usp=drive_link⁠⁠ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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 deep sense of trust with those around us. The good news? You likely already have all the skills required. While trust is universally important, it's especially relevant for us as service design professionals. Most of the time, we do not control the budget or have full decision-making power. We're heavily reliant on partners to turn insights into action. It's fair to say that building partnerships is a daily necessity for effective service design. The challenge (and frustration) arises when we struggle to secure genuine buy-in within these partners. Sure, we can get heads nodding in agreement when we present our plans or ideas. But that's just the tip of the iceberg. To make a real impact, you need people willing to invest their scarce time, money, and attention in your vision. That's the kind of buy-in that drives change. And trust, both in you and your ideas, is the key to achieving this level of commitment. So, how do you go about building this trust? Our guest in this episode, ​Dr. Heather Walker​, has been guiding professionals on this very journey, and in this episode, she unveils the key skills needed to get buy-in for your ideas. She also sheds light on common pitfalls professionals encounter when pitching ideas and how to maintain resilience in the face of rejection or setbacks. This conversation delves into aspects often overlooked in the everyday discourse around service design—knowledge you need to become a more mature, well-rounded, and influential professional. I believe this episode couldn't have arrived at a better time. Heather is not only a knowledgeable expert but also deeply invested in your success. She's your biggest cheerleader. Enjoy the conversation, and keep making a positive impact! ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 185 07:15 Who is Heather 10:00 Lightning Round 17:15 Why it's on the agenda 23:00 Common mistakes in Buy-in 29:15 Why do we skip the why? 31:00 The consequences when you fail to communicate 35:30 Handling rejections 43:30 Figuring out your way to communicate 50:30 Influencing people in consuming information 57:00 Dealing with Disappointments 1:03:00 Celebrate your wins 1:06:30 Why you should celebrate your small wins 1:10:00 recommended resources 1:12:15 Piece of advice --- [ 2. LINKS ] --- https://www.linkedin.com/in/leadwithconfidence/ A Course in Miracles (book) - https://a.co/d/bx4Z0BJ 10-day remote team building challenge - https://shorturl.at/npCE4 Reset - A Guide to Help You Put a Self-care Toolkit (book) Reach out to Heather: heather@leadwithlevity.com --- [3. Selling Service Design with Confidence ] --- For more information and instructions on how to apply, head over to ⁠⁠⁠https://www.servicedesignshow.com/confidence/

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 guest, Perrin Rowland, who serves as the Chief Experience Design Officer at one of New Zealand's largest banks, a significant part of our role involves rewiring the organizational neural pathways. This rewiring is necessary because many established organizations lack the infrastructure needed to fully leverage the potential of design. It's simply not their modus operandi; it's not how they've reached their current status (quo). Consequently, these organizations don't align with the core design principles, which leads to misaligned beliefs, behaviors, and practices. This misalignment often results in disappointment when design attempts to work its magic in an unprepared environment. But here's the crux: we can, and indeed must, do better. Even if you don't encounter it daily, remember that those who benefit from our services rely on us to make them more human-centered. So, how do we build the infrastructure necessary for organizations to prioritize their customers' needs as diligently as they do those of shareholders or regulators? With starting from scratch not being an option, we're left with the challenge of reshaping the existing foundation and pivoting from there. Yes, it's tough work. And yes, sometimes it's okay to let off steam. It's all part of the journey. Tune in to this conversation with Perrin, and you'll get what I mean. I must say that Perrin's energy in this conversation is absolutely contagious. If nothing else, you'll walk away with a renewed appreciation of the complexity of the role of service design and brain surgery. Enjoy the episode, and as always, keep making a positive impact! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 184 10:15 Who is Perrin 13:45 Lightning Round 18:45 About the topic/book 21:15 Why we need to rewire the pathways 25:30 What's missing? 29:30 How to reframe this 34:15 How to make it work 38:15 Bottom-up approach and top-down initiative 42:15 Importance of having a taxonomy 45:00 How do you go about changing the processes 47:30 Does this convince them to make the investment 52:45 The value in trust 59:15 What's next? 1:00:15 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/perrinrowland/ https://eagleman.com/books/livewired/ --- [ 3. Selling Service Design with Confidence ] --- For more information and instructions on how to apply, head over to ⁠⁠https://www.servicedesignshow.com/confidence/

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 business-design gap? In this episode, six service design professionals share their journey. And here's a spoiler: improving your business communication skills isn't just crucial for client-facing roles; it's invaluable whether you're freelancing or working in-house. Thank you for being part of our community. Your work matters, and remember, we've got your back! - Marc [ 1. Episode Guide ] 00:00 Welcome 03:30 The graduates 04:30 Kate (agency) 11:15 Vinatha (in-house) 19:00 Afi (independent) 27:15 Anu (in-house) 34:45 Jane (in-house) 41:15 Cristina (public sector) 49:45 Closing thoughts [ 2. Selling Service Design with Confidence ] For more information and instructions on how to apply, head over to ⁠https://servicedesignshow.com/confidence/

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-designing solutions is a way to minimize this risk greatly and to deliver services that meet the needs of our users. Yet, involving users in a meaningful way is easier said than done. The challenges can be overwhelming, like ensuring that co-design happens before the key decisions are made. So, what does it take to good co-design? Well, in this episode, Marc sat down for a chat with Emma Blomkamp. Emma is a respected expert in our industry around anything and everything co-design. Emma's insights on good co-design go beyond processes, touching on its often-overlooked mental aspects. Because knowing the right steps in a co-design process is meaningless if it leads to burnout. We explore how to cope when things don't go as planned, maintaining a light approach around loaded topics and finding the support for creating deeper, more human connections. All in all, it is an inspiring conversation for when you want to do justice to the people you're designing for while also taking care of your own mental well-being. It's easy to forget that we sometimes need to take a break and reflect on our own practice to develop a clear perspective on what good looks like. I'm grateful that Emma reminded me of that. Enjoy the episode, and keep making a positive impact! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 183 06:30 Who is Emma 10:45 Lightning Round 13:00 What is Codesign? 15:00 Why it's important 17:30 The difference 20:00 Good place to start 22:00 Fo-design 23:30 Guide to good Co-design 25:00 Reciprocal value in Co-design 28:30 Pressure in Co-Design 35:30 Good intention gone wrong 39:30 Should everything be Co-designed? 42:45 What makes a good Co-designer 47:00 Areas of support 49:00 Codesign needs co-support 52:00 Future of Co-design 54:45 Final thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/emmablomkamp/ https://www.beyondstickynotes.com/what-is-codesign https://www.goodreads.com/book/show/49628.Cloud_Atlas --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://www.servicedesignshow.com/circle

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 design needs to operate at a more strategic level and not be confined to surface-level challenges. DesignOps plays a crucial role in creating an environment where design and design professionals flourish. It bridges the gap between an organization's existing operations, often misaligned with a design-driven approach, and a future where design seamlessly integrates with how business is done. As you might have experienced yourself, most organizations lack the supporting systems, processes, and tools for design to thrive. Design's voice is often muffled amidst the organizational noise. Being in such a scenario can be incredibly frustrating. You recognize your work's potential impact, yet external factors limit it. This is where DesignOps comes in — removing these limitations and cultivating a space where design professionals are heard and valued. The guest in this episode is Heidi Ettanen, a respected leader in the DesignOps realm, leading operations at a global fashion and retail brand. I sat down with Heidi to explore some burning questions: when do you need to establish a dedicated DesignOps role, how do you align people and processes without stifling creativity, and what are the common pitfalls when initiating DesignOps? So, if you're passionate about creating an environment where design thrives, elevating its impact on your organization through design (did anyone say inception), this episode is a must. With each DesignOps-focused episode, my respect for the field and its champions grows. And there's just so much opportunity for collaboration. Enjoy the conversation, and keep making a positive impact! - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 182 04:00 Who is Heidi 04:45 Lightning Round 07:00 How it all started 11:15 What is DesignOps (Workplace Analogy) 12:45 Why is it Important? 14:30 What DesignOps focuses on 19:15 Challenges dealt with 26:15 Who takes the lead? 31:15 When Do We Introduce DesignOps? 36:45 3 Pillars in Ops 39:00 The hardest aspect of DesignOps 40:15 What's holding us back 44:00 H&M design process 47:00 What's needed to make it impactful 49:45 What did you wish you knew? --- [ 2. LINKS ] --- https://www.linkedin.com/in/heidiettanen/⁠ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle