Service Design Show

How do you become a service design craftsman. What does it take? Is it even possible? Mahmoud Abdelrahman shares his thoughts on this topic. We also discuss how we can design for a better project experience. And finally Mahmoud gives an update on the service design landscape in the Middle East. ** Customer Advocacy Posters https://www.linkedin.com/pulse/customer-advocacy-posters-mahmoud-abdelrahman ---------------------------------------- EPISODE GUIDE 2:15 - First encounter with Service Design. 4:03 - How far can you come when you start as an academic researcher? 11:30 - How can we create a corporation where design is allowed to play a big role? 18:52 - How can we build a well working design team? 25:34 - Big question: How do you go about creating slow improvements in your organisation? ---------------------------------------- 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

What happens in an organisation when a service design project ends? What can we do to make sure that an organisation has the capabilities to continue on the customer centric path? Service design veteran Stefan Holmlid also talks about designing for systems in which welfare isn't tied to a fixed location. And finally we discuss the relationship between politics and design(ers). A lot of the things we talk about in this episode surrounding the organisational capabilities part are based on the PhD publication by Lisa Malmberg called "Building Design Capability in the Public Sector: Expanding the Horizons of Development" ➜ https://goo.gl/NsSFex ---------------------------------------- EPISODE GUIDE 2:23 - First encounter with Service Design. 5:08 - Why are we talking about building organisational capabilities? 14:14 - What are nomadic welfare systems? 22:45 - How far can designers go? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @service

Learn about the trends that are shaping service design. These trends are based on the patterns that have emerged from the last 10 episodes of the Service Design Show. The trends that are addressed in this episode: 1. Unboxing Design Thinking 2. Designing better design teams 3. Culturalizing design methods Let us know us know in the comments what you consider an important trend in service design! 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 ---------------------------------------- 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

We need to move beyond design thinking bootcamps and help people to understand design at a deeper level according to Doreen Lorenzo. Doreen stresses the need for teaching critical thinking and creative problem solving in education. And finally we talk about why businesses still aren't putting the right value on empathy. ---------------------------------------- EPISODE GUIDE 2:23 - First encounter with Service Design. 5:03 - Have we created a FAD? 11:12 - Why have we decided in education to begin to test children and leaving off problem solving? 20:11 - Why haven’t we put the appropriate amount of value on empathy? 25:38 - Big question: What are the things preventing designers being successful? ---------------------------------------- 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 pag

How can you make design teams succeed? Fabian Segelstöm talks about what he does at Länsförsäkringar to make sure everyone in his team can perform to their fullest potential. We also discuss how winning design awards helps to build internal leverage. Fabian also shares his personal journey how he transitioned from being an academic researcher to a design director. Fabians PhD paper: Stakeholder Engagement for Service Design How service designers identify and communicate insights Download ➜ http://bit.ly/1dCEwSq (PDF) ---------------------------------------- EPISODE GUIDE 2:15 - First encounter with Service Design. 4:03 - How far can you come when you start as an academic researcher? 11:30 - How can we create a corporation where design is allowed to play a big role? 18:52 - How can we build a well working design team? 25:34 - Big question: How do you go about creating slow improvements in your organisation? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the

What's the secret to turning transaction organisations into ones that are customer ceetric? Jose Mello shares his insight on this topc. Next to that we also talk about how to create meaningful insights. Finally we discuss if everyone is already a designer. On the Service Design Show we discuss how to make a POSITIVE IMPACT through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us! ---------------------------------------- EPISODE GUIDE 1:59 - First encounter with Service Design. 4:05 - How can we make organisations more customer centric? 11:00 - What if we took a different approach to insights? 20:02 - When will we all become designers? 27:14 - Big question: What was your most powerful insight? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service

Marcus Lui talks about why it's important to design for different service rhytms. We discuss how great service concepts can fail because they don't respect the social relationships in a certain culture. Next to this explore the balance between keeping your customers safe and secure without compromising their convenience too much. Finally Marcus raises the question how much design thinking do we need. On the Service Design Show we discuss how you can make a positive impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation, Organisational Change and Creative Leadership we'd love to have you subscribe. ---------------------------------------- EPISODE GUIDE 2:14 - First encounter with Service Design. 4:28 - Why does urban density and the perception of time to do with service design? 11:18 - How much do we have to consider social relationships and service design? 19:20 - How far can we go in keeping our customers safe without compromising too much

Actionable strategy! That is what service design can bring according to Lisa Lindström and Kristina Carlander. Lisa and Kristina also talk about closing the gap between traditional and digital services. Finally we talk about adopting "non-linear" decision making and the change it requires in leadership style. On the Service Design Show we discuss how you can make a positive impact through design. If you're interested in ** SERVICE DESIGN **, ** DESIGN THINKING **, ** CUSTOMER EXPERIENCE **, ** BUSINESS INNOVATION **, ** ORGANISATIONAL CHANGE ** and ** CREATIVE LEADERSHIP ** we'd love to have you SUBSCRIBE ➜ https://goo.gl/TMTBiF ---------------------------------------- EPISODE GUIDE 2:11 - First encounter with Service Design. 4:45 - When will we stop talking about digitalisation and see digital as something natural in services? 8:31 - How can we make service design contribute to an actionable strategy? 15:39 - When will non-linear decision making take over from linear? 22:45 - Big question 1: Why don’t you

Customer happiness! That is what the government of Dubai in the UAE is aiming for. Muna Al Dhabbah talks about how they use design to create positive and engaged society. We also talk about the differences between designing private and public services. ---------------------------------------- EPISODE GUIDE 1:56 - First encounter with Service Design. 4:08 - What if government has engaged customers and suppliers in each stage of service improvement? 12:03 - Why do we need to study public-government relationship design? 17:17 - How far is the UAE going with the customer happiness projects? 24:52 - Big question: How would you design for happiniess? ---------------------------------------- On the Service Design Show we discuss how you can make a positve impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us! MORE EPISODES Enjoyed the show? Take a look at some of the other epi

Understandig how service design works in China can greatly benefit your own practice. Elaine Ann talks about how she innovated service design methodologies for the west to make them fit with the Chinese culture. We also touch upon the topic of business design vs. service design. On the Service Design Show we discuss how you can make a positve impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe and join us! ---------------------------------------- EPISODE GUIDE 2:09 - First encounter with Service Design. 4:07 - What if service design is in greater China? 10:47 - How much difference is there between design methodologies in the west and greater China? 19:55 - Why service design vs. business design? 25:52 - Big question: How do service design methodologies work in different cultures? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the o

This episode with Maik Medzich is all about the question how to spread a customer centric culture throughout a (very) large corporate. Maik talks about the CX navigator community that he started within Deutsche Telekom and how it came to be the succes it is today. We also discuss the big topic of dealing with uncertainty and how to give people the confidence to act. Hit that LIKE button and help to SHARE the episode. Thanks! Subscribe ➜ https://goo.gl/TMTBiF ---------------------------------------- EPISODE GUIDE 2:05 - First encounter with Service Design. 4:08 - Why did we setup the CX navigator community? 12:49 - When will we achieve the mindset change? 21:11 - How can we overcome the hurdle of uncertainty? 28:40 - Big question: how can we help projects deal with uncertainty? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via th

This episode with Kerry Bodine is all about the customer journey. First Kerry argues for the fact that we should spend less time making customer journey maps. Or maybe not even make these maps at all. Next we talk about the idea of putting the journey at the center of customer driven innovation. This raises the question if we do so how far can or should we organize around this journey? Finally Kerry ask her big questions that focuesses on the role of customer experience in times of uncertainty. ---------------------------------------- EPISODE GUIDE 1:40 - First encounter with Service Design. 2:48 - What if we didn’t create maps? 12:02 - What if we rethink the key principle for customer experience? 19:42 - How far should we go to organize around the customer journey? 27:12 - Big question: How are you making your role essential? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of t

How do we design and prototype something complex like policy? Jess McMullin shares his experiences on this topic. We also touch on the topic of everyone starting to adopt design tools and approach also known as the commodification of design. Finally we talk about the need for designers to become more fluent in the business language. To close off Jess invites you to comment on what designers can to in order to work on solving better problems. Subscribe ➜ https://goo.gl/TMTBiF ---------------------------------------- EPISODE GUIDE 1:47 - First encounter with Service Design. 6:45 - How much will design be commodified? 15:12 - How can we develop business fluency? 23:18 - How can we prototype policy? 32:39 - Big question: How can we solve better problems? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜

In this episode we talk about 3 major trends that are shaping the service design field in the winter of 2016 / 2017. These trends have emerged as patterns from the last 10 episodes of the show. The trends that we'll be discussing in this trend report are: 1. Artificial intelligent services 2. Democratizing Service Design 3. Doing the right thing What do you consider the most important trend? Join the discussion and share your thoughts in the comments below. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

Did you know every company is already doing service design without even know it? Mauricio Manhaes talks about that in this episode. We also discuss how to asses and evaluate Service Designers and why Service-Dominant Logic has the potential to leap Service Design 10 years ahead. ---------------------------------------- EPISODE GUIDE 1:45 - First encounter with Service Design. 3:25 - Who are Service Designers? 9:52 - Why Service Design from an economic business cycle perspective? 18:12 - How can we define Service Design (from the Service-Dominant logic perspective)? 27:19 - Big question: How to get this message across? ---------------------------------------- RELATED LINKS Human-Centered is Dead: moving to a Non-Centered era? https://goo.gl/SttSMl Understanding Service Design through the Economic Business Cycle https://goo.gl/4jcN6r From beginning to end: everything is service! https://goo.gl/YMcP8l ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the othe

We need to be giving service design away. At least according to Jamin Hegeman. Jamin has moved from Adaptive Path to become the head of design at Capital One financial services division. We talk about why he did that. And finally we address the need for a compelling vision and how management people are missing the point here. ---------------------------------------- EPISODE GUIDE 2:00 - First encounter with Service Design. 3:55 - What does giving service design away mean? 12:15 - Why did I go in-house? 21:00 - What is a compelling vision? 28:46 - Big question: what are the big questions within service design? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

How do we keep the human touch in services that are being automated using artificial intelligence? Service Design veteran Stefan Moritz also talks about the need for a new perspective on scaling and how we need to move from storytelling to storydoing. ---------------------------------------- EPISODE GUIDE 4:18 - First encounter with Service Design. 6:22 - How can we be superhuman? 13:19 - What if scaling was possible? 22:04 - Storydoing… 30:04 - Expert Tip: Do and reflect! 32:44 - Big Question: What can we do to reduce fear? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

What is the value of Service Design from the perspective of one of the world largest car manufacturers? Holger Hampf who is the head of user experience at BMW Group shares his thoughts on how services can be used to extend the BMW experience. We also talk about designing for freedom and joyful experiences. ---------------------------------------- EPISODE GUIDE 1:54 - First encounter with Service Design 5:17 - How can we extend the feeling of freedom? 10:22 - How much integration do we need? 16:01 - How can we achieve joyful experiences? 21:38 - Expert tip: be sensitive to other disciplines. 23:48 - Big question: personal mobility systems. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

Is it possible to merge the western design philospohy with the Chinese culture? Amy Ip shares her thoughts on this topic. We also talk about the value of design for Chinese clients and finally we touch upon the need to transform design education in China. ---------------------------------------- EPISODE GUIDE 1:23 - First encounter with Service Design. 3:16 - Why do we need to reform design education? 14:17 - Who are Chinese clients? 22:10 - How can we practice Service Design within a coorperation? 30:29 - Expert tip: polish your communication skills. 32:04 - Big question: how can I help young designers to rebel? ---------------------------------------- ABOUT AMY IP Amy on LinkedIn ➜ https://goo.gl/U1LddS ➜ http://awards.ixda.org/juror/2015-amy-ip/ ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ y

Where do you start when you are passionate about service design but don't have very limited resources? Megan Miller and Erik Flowers started a community called practicalservicedesign.com to anwser this question. We also talk digital services and jobs to be done! ---------------------------------------- EPISODE GUIDE 1:42 - First encounter with Service Design. 4:54 - Why is ultimate practicality one of todays topics? 14:23 - Why is jobs to be done the hot topic on slack? 22:34 - When will cyber services be ready to adopt Service Design? 29:12 - Expert tip: Join the community, start doing and make it visual! 33:39 - Big question: did I overspecialize? ---------------------------------------- ABOUT MEGAN MILLER & ERIK FLOWERS Megan on Twitter ➜ https://goo.gl/O8XkZw Erik on Twitter ➜ https://goo.gl/LYwzUO LINKS FROM THE SHOW http://PracticalServiceDesign.com PracticalServiceDesign Slack channel ➜ https://goo.gl/DRNYBa ---------------------------------------- MORE EPISODES Enjoyed the show? Take a loo