Episode #171

Service Design Show

English - March 16, 2023 08:37 - 48 minutes - 45.3 MB - ★★★★★ - 11 ratings
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Previous Episode: How Rituals Can Transform Your Services / Ted Matthews / Episode #170

Next Episode: The Importance of Career Frameworks in Scaling Service Design / Doug Powell / Episode #172

I almost can't believe it... Colleagues for the entire org are lining up and asking for service design.

That's what Niamh Parsley said when I asked her about the biggest change that happened in the last two years.

Niamh is the Senior Design Manager at the world's #1 music streaming service, Spotify. When Niamh joined Spotify, only she and one colleague were waving the service design flag. But today, over 50 design professionals across every area of the company are spreading the practice.

How did they do it without hiring an army of service designers?

In this episode, Niamh shares how they grew service design inside Spotify, the challenges they faced, and their goals for the upcoming years.

You'll learn about the critical role of the internal community, the breakthrough caused by the career framework, and surprising tactics that made service design famous.

If you're on a similar journey to grow demand for service design within your organization, you'll definitely want to hear Niamh's insights!

I'm grateful to Niamh for sharing her story with us so openly and providing a peek behind the curtains of a high-profile company that impacts our daily lives.

Enjoy the conversation and keep making a positive impact :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 171

04:30 Who is Niamh

05:30 Lightning round

07:15 Niamh's journey

12:15 The article

15:30 How is SD organized

18:30 Internal guild

24:30 Career framework

30:15 Challenges

36:00 Impact on staffing

37:30 Biggest win

42:00 What's next

46:15 One piece of advice

47:30 Closing thoughts

--- [ 2. LINKS ] ---

https://www.linkedin.com/in/niamhmp/
https://spotify.design/article/backstage-tickets-to-the-world-of-service-design-at-spotify
Mismatch: How Inclusion Shapes Design (book) - https://amzn.to/42jAWby

--- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] ---

Learn how to get buy-in for service design from your clients, stakeholders and co-workers.

https://servicedesignshow.com/confidence