Service Design Show

There is a clash... A clash between existing business logic and service design. For instance the focus on value extraction versus value creation. The difference in an open versus hierarchical workstyle. And the emphasis on statistical versus empirical evidence. If not dealt with in the right way, this clash creates tensions which prevents you from making a positive contribution through your work. The first step to effectively dealing with these tensions is recognizing that you're in a clash. Our guest in this week's episode Chris Ferguson calls these tensions double binds. And Chris has been doing some foundational research into this topic. You're going to learn about the most common double binds that he found through his research. If you stick around till the end of the episode you'll also walk away with some concrete examples on how you can neutralize these tensions. And if anything, at least you'll see these tensions coming and can prepare in advance :) --- [ GUIDE ] -— 00:00 Welcome to episode 1