Service Design Show

Feb 26 2025 268 ep. 45 mins 729

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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The 5 Business Skills Every Design Professional Needs to Master / Ryan Scott / Ep. #222

Feb 26 2025 65 mins

When advice goes wrong...My daughter is an avid soccer player.On a recent cold and dark Saturday morning, I was standing on the sideline cheering her on at a match - the priceless perks of being a dad.At some point, the opposing team coach was shouting to their players, "You need to defend better!" And all I could think to myself at that moment was, "That's terri

The Real Impact of AI on Service Design / Pablo Fernández Vallejo / Ep. #221

Feb 12 2025 65 mins

AI won't take over your job...An 8-year-old girl with AI will!Don't believe me? Check ou this video which was making the rounds on LinkedIn a while ago.In the video a young girl coding a Harry Potter quiz game with the help of AI. In a matter of minutes.It's a funny and striking example of where things are heading – or should I say, where they already are.It'd be

The Art of Responsible Service Design / KA McKercher / Ep. #220

Jan 29 2025 63 mins

I crossed a line... Recently, while working on redesigning our online community platform, my excitement got the better of me. I dove headfirst into prototyping a few things in the backend system. "How hard could it be, right?" (Keep this line in mind throughout the rest of the email.) Sure, I know a thing or two about programming, and if everything else fails, there's

How to Use Your Dreams to Design Services / Courtney Morgan / Ep. #219

Jan 15 2025 67 mins

You've never heard this on the Show before... I'm referring to a design tool that most people disregard, even laugh about when they first hear about it. They say it's childish, something you can't take seriously in a professional context. But as you'll hear in today's conversation, this tool holds immense power. Not only that, it helps you better align with

Key Lessons from a Service Design Community / #Circle Special

Jan 08 2025 66 mins

This one is a bit different... Not the usual interview that you're used to. In this episode, you'll actually hear me answering the questions. Why? Well, it's become a bit of a tradition to start the year by reflecting on the lessons learned while building the Circle community. The Circle started 3.5 years ago as an idea to see what would happen if we created a safe space for in-hou

Journey Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218

Jan 02 2025 69 mins

First of all, I want to wish you a very happy 2025. We're starting the new year with a bang. Journey Management has been a hot topic for the last two years, and for good reason. The shift from mapping to management might seem small, but it's a major change in how we and our clients approach things. If you've been following the Show for a while, you know we are keeping up with thes

Stop designing WITH your users! There is a better way. / Sloan Leo Cowan / Ep. #217

Dec 18 2024 60 mins

There's a problem with the current design process that often goes unnoticed... A problem that can lead to less-than-ideal outcomes or, even worse, harm certain communities. To understand this, we must acknowledge our huge responsibility as design professionals. We're often the only ones advocating for our users' needs, the voice of those who aren't in the room. It's a privilege we

The Secrets behind Research that Scales / Kate Towsey / Ep. #216

Dec 04 2024 61 mins

There is no service design... Without high-quality research. Sure, we all know that. But doing good research is hard. Kate Towsey, often called the inventor of the ResearchOps field, can certainly attest to this. If you're a dedicated listener of the show, you might remember Kate from our conversation about a year ago where she shared that she was writing a book. Well, that book,

The RIGHT way to do strategy in an uncertain world? / Peter Compo / Ep. #215

Nov 20 2024 73 mins

What is strategy... A plan for how you intend to achieve your goals? That's how a lot of people define strategy. But there's a problem with this rigid approach... As Mike Tyson wisely said once: "Everyone has a plan until they get punched in the face." Most strategies are too prescriptive about how the goal needs to be achieved. But we live in a VUCA world where it's getting harde

Advancing Service Design 2024 / Program Deep Dive with Sylvie Abookire

Nov 13 2024 33 mins

An exciting new conference is just around the corner, Advancing Service Design 2024. We recently had a chat with Lou Rosenfeld, the conference organizer, about key ideas behind the conference. Now, we're doing a deep dive into the two-day conference program with Sylvie Abookire, who's part of the curation team. In this episode, you'll hear about the main themes, t