Service Design Show

When you asked me to play the piano, I can assure you that nothing close to music would come out. Would we, at that point, say that the piano is broken? That would be silly, right? Somehow, this is the typical approach when organizations bring in design. When design doesn't fully deliver on the expected outcomes, it's the process that is declared faulty.  Mauro Porcini is the Chief Design Officer at PepsiCo. In his career, he has seen many design-driven initiatives fail, and some succeed. This led him on the quest to find out what the differentiator is between the two. Can you guess the answer? This shouldn't surprise you by now; it's people. So if that's the case, what kind of people does it take to make design work? Well, Mauro decided to write a dedicated book about this with the inspiring title: The Human Side of Innovation. The book just got published, and I invited Mauro on the Show to share the key insights with you. This is a good one! We explored many ideas in this conversation, but one thing th