The Human Nature of Services / Joel Bailey / Episode #78

How come we as customers rarely feel truly served even when we're surrounded by services? What has caused the disconnect between services and actually serving people. And more importantly how can we reverse this?

That's what you'll in this episode with Joel Bailey. Joel is a true service design pioneer who can be credited for starting the notorious service design drinks and thinks events in the early days.

We explore how the quest for efficiency has create a big gap in most organisations between us as consumers and the people who are delivering (and often designing) the service. Organisations who want to be more customer centric need to find ways to close that gap and Joel shares some ideas on how to do that.

The other big topic we discuss in this episode is the one of scaling service design. Yes it's a topic that has been debated often on the Show lately.

Joels take on this is that we when focus on scaling service design we are bound to fail. What we should do instead is focus on scaling the design of services. This approach opens a vast pool of talent. And that's a good thing because according to Joel we do need an army of people with an army of skills.

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----- [ EPISODE GUIDE ] -----

04:50 - The first encounter with Service Design.
07:30 - How can we reconnect people to people?
17:15 - When will we scale service design?
31:40 - How far are we on our road to talent growth?
39:05 - Big question: Where should Service Design agencies go next?

----- [ LINKS FROM THE EPISODE ] -----

* Joel on LinkedIn ➜ https://go.servicedesignshow.com/9qxyj
* Sam Walton: Made In America (book) - https://go.servicedesignshow.com/esf_k

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