Service Design Show

In this episode Joe Pine explains why it's so important that we understand the distinctions between services and experiences. There are no markets. There are just customers! So we need to stop marketing and start customering. What's customering you ask? Joe explains it in detail. Finally we discuss the different roles of the Chief Experience Officer (CXO) and why this is a vital role in companies that want to survive in the experience economy. Would you like to win a SIGNED copy of The Experience Economy? Check the episode for details and read the rules below! ---------------------------------------- EPISODE GUIDE 03:00 - The first encounter with Service Design. 06:30 - What is the difference between services and experiences? 15:35 - How can we move from marketing to customering? 26:47 - Who are chief experience officers? 35:22 - Big question: Which design business are you really in? 36:10 - Book Giveaway! ---------------------------------------- LINKS FROM THE EPISODE * Joe on LinkedIn ➜ https://go.

One of the biggest mistakes service designers make is to design for an ideal end state. In this episode Idris Mootee explains why we should stop doing that and what the alternative is. We also talk about economics of running a service oriented business. And how services can become a core element for differentiation. In this episode we're also announcing a contest in which you can win a SIGNED copy of the book by Idris called Design Thinking For Strategic Innovation! Check the episode for details and read the rules below. ---------------------------------------- EPISODE GUIDE 02:14 - The first encounter with Service Design. 04:50 - How far should we go to stop designing for an ideal end state? 15:03 - What are the economics of operations? 21:00 - How can we turn services into a core element of differentiator? 30:25 - Big question: How are you responding to the threat of automation? 31:30 - Book Giveaway Contest!! ---------------------------------------- LINKS FROM THE EPISODE * Idea Couture ➜ https://go.

How do you scale design beyond a single team, beyond a single department and even beyond a single country? Doug Powell is tasked at IBM to do just that! We also talk about the impact designers have on the big social challenges in the world. Or rather the lack of impact and what we can do about that. Finally we touch upon what I like to call "new design material". It's technologies like AI, VR and IoT. What do these new design materials mean for us? Three topics that are truly the new frontiers of service design! ---------------------------------------- EPISODE GUIDE 02:15 - The first encounter with Service Design. 05:23 - How can we scale the practice of design at a global level? 13:34 - How much impact can designers have on the biggest and most complex problems of the world? 21:30 - Why do we need to be designing differently for emerging technologies? 28:58 - Big question: What is the thing that is preventing you from doing your very best work as a designer? ---------------------------------------- LI

One of the hardest things in service design is to make actual ideas a reality... the often missing link between design and implementation. In this episode Ryanne van der Eijk shares her experience as former Chief Experience Officer at one of the biggest airlines in the world and now designing the passenger experience at two large airports. We also discuss another hot topic in the industry. Being abele to consistently measure the customer experience. So if you're interested learning how service design is perceived at the C-level make sure you watch this episode! ---------------------------------------- EPISODE GUIDE 02:20 - The first encounter with Service Design. 04:04 - How can we improve the link between execution and service design? 11:55 - How can we design a memorable experience for and with many different cultures? 22:23 - Why do companies rate their own customer experience often better than customers do? 32:11 - Big question: how can we consistently measure the customer experience? --------------

How can we leverage human psychology to create a better service experience? That's the main topic in this episode with Luke Battye. Should we really focussing on improving the experience in certain touchpoints? Or should we focus more on searching for ways to improve the memory of the service experience... The last thing we discuss is how can we use psychology to help teams solve problems in less time. And who doesn't want that right? Super cool episode on the crossover between human psychology, behavioural economics and service design. ---------------------------------------- EPISODE GUIDE 02:23 - The first encounter with Service Design. 04:48 - How can we take advantage of the quirks of human decision making? 14:13 - What if we got it all wrong about experience design? 20:50 - How can we help teams solve problems in less time? 27:05 - Big question: What kind of services are we going to need in a world where we don’t have to work anymore? ---------------------------------------- LINKS FROM THE EPISOD

Why is it hard for designers get compensated according to the true value they are delivering? And what can we do to change that. The Chris Do shares his perspective. How do you define who you are? Which label do you use? This is the second topic we discuss in this episode and it's a fundamental one. Because labels can limit your opportunities to work on problems that are worth solving. And finally we talk about how you're more than the sum of what you produce... Enjoy this episode and don't forget to check out The Futur on YouTube! https://go.servicedesignshow.com/w7qr3 ---------------------------------------- EPISODE GUIDE 02:10 - First encounter with Service Design 03:40 - How do we design services and add value in the outcome economy? 11:41 - Why is Service Design being used in venture as a service? 19:48 - How might we deliver service design at speed in the era of cognitive computing? 29:54 - Big question: How do you work at speed and scale? ---------------------------------------- LINKS FROM THE E

Are we as designers ready to take true ownership of innovation and accept all the responsibilities that this brings along? That's the major theme in this episode with Mauro Porcini who's the Chief Design Officer at PepsiCo. We also talk about what's needed to successfully bring in a new (design) culture into an existing organisation. A task which many have tried and failed. Mauro shares his most important lessons regarding this topic. And finally we discuss the characteristics of a "design thinker". Who are these people anyway? Hope you enjoy this episode! ---------------------------------------- EPISODE GUIDE 02:00 - First encounter with Service Design 03:15 - Why should design drive innovation? 10:02 - What are the characteristics of design thinkers? 21:44 - How can we build a new culture within an established organisation 31:34 - Big question: what kind of role should designers play in business in the future? ---------------------------------------- LINKS FROM THE EPISODE PepsiCo Design & Innova

More service designers should get involved in redesigning public services according to Sabine Junginger. We also talk about if we can make policy more effective if we look at it through a design lens. And finally, do you have a clear and concise what a service actually is? Because that's quite an important question if you consider yourself to be a service designer. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 04:54 - What if we are not clear about our concepts of service? 11:55 - How can we make sense of service design in the policy cycle? 25:24 - Why should we bother about the public sector? 32:21 - Big question: why are you watching this? ---------------------------------------- LINKS FROM THE EPISODE Design in Organizations Symposium ➜ https://go.servicedesignshow.com/d5_hb Transforming Public Services by Design (book) ➜ https://go.servicedesignshow.com/evf3g Sabine on LinkedIn ➜ https://go.servicedesignshow.com/djg4k MORE EPISODES Enjoyed the show

Is there a future for service design agencies when everything goes in-house? That's the existential question Sarah Drummond asks. If we're helping organisations build internal service design capacity what will be the role of the agency in the future? We also discuss how frontline staff can be even more involved an empowered to design services. ---------------------------------------- EPISODE GUIDE 02:05 - Your first encounter with Service Design 04:50 - How can we build capacity for service design? 11:56 - How far can our future role go? 18:50 - What if frontline staff were in charge of changing the system? 24:45 - Big question: How are you being measured ---------------------------------------- LINKS FROM THE EPISODE We Are Snook ➜ https://go.servicedesignshow.com/zsbpp Sarah on LinkedIn ➜ https://go.servicedesignshow.com/91nxf MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as vi

Which trends are shaping service design in 2017? And what could they potentially mean for you? That's what this fourth trend report is about. I've browsed through episodes 31 to 40 and looked at what the interesting patterns were. And this is what emerged! 1. The shift from process to outcome 2. Escaping the service design bubble 3. Un-designing services ---------------------------------------- If you're curious what has been said in the previous trend reports have a look here: Trend Report # 1 https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2016 Trend Report # 2 https://soundcloud.com/servicedesignshow/service-design-trend-report-winter-2016-2017 Trend Report # 3 https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-2017 ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official Y

How van Service Designers benefit from AI and Machine Learning? Which parts of the design process can be outsourced to computers? Do we still need to design services or should we take an even more holistic perspective and design for outcomes? Service Design pioneer Peter Fossick dig into these questions! ---------------------------------------- EPISODE GUIDE 02:10 - First encounter with Service Design 03:40 - How do we design services and add value in the outcome economy? 11:41 - Why is Service Design being used in venture as a service? 19:48 - How might we deliver service design at speed in the era of cognitive computing? 29:54 - Big question: How do you work at speed and scale? ---------------------------------------- LINKS FROM THE EPISODE IXSD Academy ➜ https://go.servicedesignshow.com/y3kba Peter on LinkedIn ➜ https://go.servicedesignshow.com/q-8ni MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show

You think Service Design is the new kid in town? Well, Gilles Rougon has been involved in this field since 2000! In this episode he shares how the field has evolved and where it's heading. We also talk about what's needed for Service Design to reach its full potential. ---------------------------------------- EPISODE GUIDE 02:39 - First encounter with Service Design 04:43 - Where did the journey of Service Design lead to? 14:44 - What is the importance of Service Design for the World Design Organization? 22:36 - What is the difference between influence and power? 28:18 - Big question: What does service mean to you? ---------------------------------------- LINKS FROM THE SHOW World Design Organization ➜ http://wdo.org/ EDF Lab ➜ https://goo.gl/9bEsBr MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check

Design research pioneer Jan Chipchase talks about how it's like to run a design studio that has no fixed physical prescense and about his latest book The Field Study Handbook: a how to, why to guide to running international field research project. This episode is a podcast exclusive. A special treat for all you listeners out there. Enjoy! ---------------------------------------- LINKS FROM THE SHOW https://www.thefieldstudyhandbook.com/ https://www.studiodradiodurans.com/ https://www.kickstarter.com/projects/janchipchase/the-field-study-handbook MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service De

How big are the goals that you're working on? Is there a better way to assess the value of design? And why do we need a Ministery of Design? Important questions on which Marcel Zwiers, who's the founding partner of 31Volts, shares his perspective in this episode. Enjoy! ---------------------------------------- EPISODE GUIDE 02:30 - First encounter with Service Design 03:53 - What if we would look at design in the most fundamental way? 11:45 - How big should we think when it comes to Service Design? 19:45 - How can we park our ego? 26:29 - Big question: am I the crazy one? ---------------------------------------- LINKS FROM THE SHOW Ministy of Design (Dutch) ➜ https://www.facebook.com/ministerievandesign/ Marcel on LinkedIn ➜ https://www.linkedin.com/in/zwiers/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK

Anne Stenros is the Chief Design Officer for the city of Helsinki in Finland. In this episode she talks about her role, the future of cities and why design is by definition always an political act. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 03:44 - Why would you have a Chief Design Officer? 12:09 - How can we use design as activism? 20:22 - What if the next city is completely ran by citizens? 27:51 - Big question: What is your purpose as a service designer? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Ser

Could we be creating more value by designing less? And if we're designing for change what is it that our generation will remember about this age? An episode in which Chirryl-Lee Ryan takes a moment to reflect on design and asks some really powerful questions. ---------------------------------------- EPISODE GUIDE 02:23 - First encounter with Service Design 03:54 - What is progressive reduction? 13:02 - What if we’re doing it all wrong? 19:18 - Are we designing for experience or memory? 27:45 - Big question: are there any other design philosophers out there? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the top

New challenges emerge as service design is growing up. The Head of Service Design at the UK government, Louise Downe, talks about how we can sustainable scale service design on an organisational level. And why we need to reconsider the role of service designers in general. ---------------------------------------- EPISODE GUIDE 01:55 - First encounter with Service Design 03:55 - How might we scale service design in a sustainable way? 16:00 - Is our current understanding of what a service designer does fit for purpose? 26:20 - Big question: is service design moving in-house? ---------------------------------------- LINKS FROM THE SHOW Government Digital Service ➜ https://gds.blog.gov.uk/ Digital Service Standard ➜ https://www.gov.uk/service-manual/service-standard MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBO

Hartmut Esslinger has been a designer since the age of 5. Today he is still concerned with how we can design better instead of more products. Design for reuse, modularity and sustainability. And we also talk about how education needs to change radically. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with design 10:55 - What if people would learn to express themselves? 19:55 - How can we get to more sustainable design? 29:25 - Big question: do you really need it? ---------------------------------------- LINKS FROM THE SHOW ➜ https://www.frogmut.com/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜ facebook.com/servicedesignshow UNIVERSITY Want to dig deeper into the topic we talk about

Growing Service Design beyond the boundaries of an agency, department or even an organisation. That is what this episode is all about. Service Design icons, Mike Press and Hazel White, talk about communities, building capacity and the role of leadership. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with Service Design 06:18 - Why do we need to build communities in Service Design? 12:55 - How can we build capacity? 21:41 - What if leadership was different? 27:10 - Big question: What could the Service Design Academy do for you? ---------------------------------------- LINKS FROM THE SHOW Service Design Academy ➜ http://sda.ac.uk/ Open Change ➜ http://www.openchange.co.uk/ MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ https://youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find

Does it even make sense to separate product from service design these days? Mark Rolston talks about how these the worlds have been blending into each other. We also talk about the new design materials: data and intelligent systems! We must inherently design for dynamism, but how?! Awesome episode. ---------------------------------------- EPISODE GUIDE 2:30 - First encounter with Service Design 5:03 - What is changing in our relationship with products and services? 19:50 - What is happening in the greater world of product design? 29:17 - How do we move forward? 34:50 - Big question: Do you feel truly integrated with product design? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes ➜