Episode #109

Service Design Show

English - September 17, 2020 06:00 - 47 minutes - 43.3 MB - ★★★★★ - 11 ratings
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Previous Episode: What makes service design work / Ben Reason / Episode #108

Next Episode: Finding success as an in-house service designer

What is ultimate goal of service design? One could say that it's about making a positive impact on people, business and the planet.

If this is the case then you'll need to make sure that the solutions you design actually get into the world.

Design isn't just a research practice. It's a practice where creation and delivery is equally important.

But often the challenges you face as a service designer are too big to be solved through design alone. You need a team!

So what kind of team exactly is the most effective one at succesfully "shipping" services?

Well, that's what this episode of the Show is about where I'm joined by Lauren Serota.

In her last role as the head of service design at a major bank in Myanmar Lauren worked on developing and delivering microfinances services.

We talk about Laurens experience forming a team that was able to succesfully pull this off and the lessons she took away from that.

I feel that if you're facing challenges which are too big to be solved through design alone...

You'll definitely find the stories Lauren helpful!

--- [ GUIDE ] -—

00:00 Welcome to episode 109
02:20 Who is Lauren
03:00 60 second rapid fire
05:50 How your choices influence the world
07:25 Designing the breakdown points
09:20 The risks for design
13:00 Dealing with the God complex
14:40 The role of customer experience
18:30 Designing banking for the majority
21:35 Involving the organisation
25:00 The most convicing argument
26:15 Overcoming the biggest hurdle
28:50 Running organisations on spreadsheets
29:50 Creating artifacts that inspire change
33:20 What made it work
36:20 Clarity around the objective
37:50 What value are you adding
38:50 Evaluating success
41:10 Who are the best designers
43:20 The moral of the story
45:00 Recommended resources
45:45 Get in touch with Lauren
46:15 Final thoughts

--- [ LINKS ] ---

* twitter.com/serota
* linkedin.com/in/serota/
* goodreads.com/book/show/39863330-broken-stars
* www.instagram.com/serota/

--- [ MORE ] ---

Enjoyed the show? Take a look at some of the other episodes.
https://go.servicedesignshow.com/spotify

--- [ YOUTUBE ] ---
Every episode of the Service Design Show (and more) is also available as via the official YouTube channel.
https://go.servicedesignshow.com/youtube

--- [ FREE COURSE ] ---

HOW TO EXPLAIN SERVICE DESIGN
Learn how to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!

https://servicedesignshow.com/free-course

Twitter Mentions

@serota