Service Design Show

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 often cut ourselves short because we can't present the impact of our work in a neat spreadsheet. It's frustrating, especially when we see decisions being made that make no sense to us based on "our data". There are many reasons why it's hard to quantify the return on investment of (service) design. We're creating value on a systemic level. We're doing it in co-creation, so attribution is a nightmare. The effects of our work sometimes take a long time to materialize. And the list goes on. So, is all hope lost? Do we throw our hands up in the air? Of course not. Recently, while researching better alternatives to hierarchical goal structures (which are inherently