Service Design Show

Oct 31 2024 257 ep. 44 mins 727

Service Design Show Podcast artwork

Go beyond the basics of service design and learn what it truly takes to deliver services that make a positive impact on people, business and planet.

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What's this new SD conference all about!? / Advancing Service Design Conference 2024 (Part 1) with Lou Rosenfeld

Oct 31 2024 34 mins

I'm excited... There's a brand new conference just around the corner – Advancing Service Design – and it's organized by none other than Rosenfeld Media, the publisher behind some of the most iconic books in our field. Now you might be thinking... another conference? But trust me, this one is different. That's why I invited Lou Rosenfeld himself onto the Show to give

Confessions of a Journey Management Pioneer / Florian Vollmer / Ep. #213

Oct 23 2024 62 mins

Sure, everyone's talking about Journey Management, but few are actually doing it well... It's one thing to map out customer journeys, but quite another to truly manage them. The frameworks and models look great on paper, but reality is often far messier. Most organizations struggle to get a handle on even one journey, let alone a dozen! So I'm excited that Florian Vollmer, a true

A New Approach to Measuring Design's Impact / Stacey Barr / Ep. #212

Oct 09 2024 69 mins

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 becaus

Are We Designing a Landfill or Leaving a Legacy? / Jennifer Rittner / Ep. #211

Sep 25 2024 68 mins

Let's start with an "easy" question today... Is design a force for good, or just another cog in the capitalist machine? I know many design professionals are grappling with this question. We see design's potential to have a positive impact but often find ourselves frustrated by its misuse as a tool for profit at any cost. The overflowing landfills, the disposable p

How DesignOps helps you Focus on What Matters / Meredith Black / Ep. #210

Sep 11 2024 57 mins

Ever feel like the weight of the world on your shoulders as a service design professional... That you're constantly juggling your "actual" work with the complexities of organizational processes and structures? Well, I've said it before and I'll say it again: Our DesignOps friends are here to lighten that load. They enable us to focus on what we do best - de

RAG makes Service Design easier, faster, and more fun / Kirk Marple / Ep. #209

Aug 28 2024 65 mins

Sure, AI is pretty cool, but have you heard of something called Retrieval-Augmented-Generation (RAG)... We don't often spotlight specific tech on the Show, but RAG? I firmly believe that RAG has the potential to shake up service design in a big way. Imagine having a super-powered teammate on every project. This teammate has the ability to recall every meeting, every workshop,

Can We Design for a Better Tomorrow? Steve Baty / Ep. #208

Aug 14 2024 58 mins

How can we leave the world in a better place than we inherited it... And what's design's role in all of this? In this episode, we tackle these big questions with Steve Baty. Steve is an author, former political candidate, the current CEO of the Australian Design Council, and co-founder of the renowned Meld Studios. He joins us to confront the undeniable breakdown of our e

How to Design Service Endings That Don't Stink / Joe Macleod / Ep. #207

Jul 31 2024 62 mins

Ever felt trapped in a service you couldn't escape... Trying to end a subscription only to face a frustrating maze of hurdles? Let's face it, service endings are often the worst experience ever. The good news is that it doesn't have to be this way. In fact, well-designed endings can be a secret weapon for your business. Think about it – when customers inevitably

The Roadmap to Demonstrating Design's Impact / Ryan Rumsey / Ep. #206

Jul 17 2024 68 mins

Let's crack the code of proving design's impact on the bottom line... For this, we first have to go back to 2012. That year, a groundbreaking discovery was made at CERN. The existence of the Higgs Boson, a particle that had eluded scientists for over 40 years, was finally proven. You know what? I feel that this elusive quest is very similar to our own pursuit in the world

Why BAD services are good for you / Lou Downe / Ep. #205

Jul 03 2024 64 mins

Good Services... A book that has quickly become a classic in our field. If you haven't read it yet, it's a must. It outlines the 10 principles of good services, which is pretty fundamental stuff. But even before writing it, Lou Downe was already an icon, creating impact as the Director of Design at the Government Digital Service in the UK. So when I heard through the grap