Service Design Show
249 episodes - English - Latest episode: 10 days ago - ★★★★★ - 11 ratingsGo 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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Episodes
Closing the gap between business and design / Mauro Porcini / Episode #44
January 25, 2018 05:44 - 33 minutes - 62.3 MBAre we as designers ready to take true ownership of innovation and accept all the responsibilities that this brings along? That's the major theme in this episode with Mauro Porcini who's the Chief Design Officer at PepsiCo. We also talk about what's needed to successfully bring in a new (design) culture into an existing organisation. A task which many have tried and failed. Mauro shares his most important lessons regarding this topic. And finally we discuss the characteristics of a "design ...
Design is in every organisation / Sabine Junginger / Episode #43
January 11, 2018 06:26 - 33 minutes - 61.7 MBMore service designers should get involved in redesigning public services according to Sabine Junginger. We also talk about if we can make policy more effective if we look at it through a design lens. And finally, do you have a clear and concise what a service actually is? Because that's quite an important question if you consider yourself to be a service designer. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 04:54 - What if we are not c...
Is this the end of the agency / Sarah Drummond / Episode 42
December 28, 2017 07:34 - 27 minutes - 50.5 MBIs there a future for service design agencies when everything goes in-house? That's the existential question Sarah Drummond asks. If we're helping organisations build internal service design capacity what will be the role of the agency in the future? We also discuss how frontline staff can be even more involved an empowered to design services. ---------------------------------------- EPISODE GUIDE 02:05 - Your first encounter with Service Design 04:50 - How can we build capacity for servic...
Service Design Trend Report - Winter 2017 - 2018
December 14, 2017 07:55 - 9 minutes - 17.3 MBWhich trends are shaping service design in 2017? And what could they potentially mean for you? That's what this fourth trend report is about. I've browsed through episodes 31 to 40 and looked at what the interesting patterns were. And this is what emerged! 1. The shift from process to outcome 2. Escaping the service design bubble 3. Un-designing services ---------------------------------------- If you're curious what has been said in the previous trend reports have a look here: Trend Repo...
What is there left to design / Peter Fossick / Episode 41
November 30, 2017 08:24 - 31 minutes - 59.3 MBHow van Service Designers benefit from AI and Machine Learning? Which parts of the design process can be outsourced to computers? Do we still need to design services or should we take an even more holistic perspective and design for outcomes? Service Design pioneer Peter Fossick dig into these questions! ---------------------------------------- EPISODE GUIDE 02:10 - First encounter with Service Design 03:40 - How do we design services and add value in the outcome economy? 11:41 - Why is Ser...
How to increase the influence of Service Design / Gilles Rougon / Episode #40
November 16, 2017 06:20 - 30 minutes - 56.6 MBYou think Service Design is the new kid in town? Well, Gilles Rougon has been involved in this field since 2000! In this episode he shares how the field has evolved and where it's heading. We also talk about what's needed for Service Design to reach its full potential. ---------------------------------------- EPISODE GUIDE 02:39 - First encounter with Service Design 04:43 - Where did the journey of Service Design lead to? 14:44 - What is the importance of Service Design for the World Design...
De-buzzwordifying Human Centered Design - Jan Chipchase
November 11, 2017 15:09 - 24 minutes - 44.7 MBDesign research pioneer Jan Chipchase talks about how it's like to run a design studio that has no fixed physical prescense and about his latest book The Field Study Handbook: a how to, why to guide to running international field research project. This episode is a podcast exclusive. A special treat for all you listeners out there. Enjoy! ---------------------------------------- LINKS FROM THE SHOW https://www.thefieldstudyhandbook.com/ https://www.studiodradiodurans.com/ https://www.kicks...
Design with impact in mind / Marcel Zwiers / Episode #39
November 02, 2017 08:15 - 28 minutes - 52.5 MBHow big are the goals that you're working on? Is there a better way to assess the value of design? And why do we need a Ministery of Design? Important questions on which Marcel Zwiers, who's the founding partner of 31Volts, shares his perspective in this episode. Enjoy! ---------------------------------------- EPISODE GUIDE 02:30 - First encounter with Service Design 03:53 - What if we would look at design in the most fundamental way? 11:45 - How big should we think when it comes to Service...
Design is a political act / Anne Stenros / Episode #38
October 19, 2017 05:38 - 29 minutes - 53.8 MBAnne Stenros is the Chief Design Officer for the city of Helsinki in Finland. In this episode she talks about her role, the future of cities and why design is by definition always an political act. ---------------------------------------- EPISODE GUIDE 01:53 - First encounter with Service Design 03:44 - Why would you have a Chief Design Officer? 12:09 - How can we use design as activism? 20:22 - What if the next city is completely ran by citizens? 27:51 - Big question: What is your purpose ...
There are no rules when it comes to inventing the future / Chirryl-Lee Ryan / Episode #37
October 05, 2017 07:09 - 29 minutes - 54.4 MBCould we be creating more value by designing less? And if we're designing for change what is it that our generation will remember about this age? An episode in which Chirryl-Lee Ryan takes a moment to reflect on design and asks some really powerful questions. ---------------------------------------- EPISODE GUIDE 02:23 - First encounter with Service Design 03:54 - What is progressive reduction? 13:02 - What if we’re doing it all wrong? 19:18 - Are we designing for experience or memory? 27:...
What it means for service design to grow up / Louise Downe / Episode #36
September 21, 2017 05:58 - 32 minutes - 59.3 MBNew challenges emerge as service design is growing up. The Head of Service Design at the UK government, Louise Downe, talks about how we can sustainable scale service design on an organisational level. And why we need to reconsider the role of service designers in general. ---------------------------------------- EPISODE GUIDE 01:55 - First encounter with Service Design 03:55 - How might we scale service design in a sustainable way? 16:00 - Is our current understanding of what a service des...
Design is very simple / Hartmut Esslinger / Episode #35
September 07, 2017 06:28 - 32 minutes - 59.9 MBHartmut Esslinger has been a designer since the age of 5. Today he is still concerned with how we can design better instead of more products. Design for reuse, modularity and sustainability. And we also talk about how education needs to change radically. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with design 10:55 - What if people would learn to express themselves? 19:55 - How can we get to more sustainable design? 29:25 - Big question: do you really need...
How do we democratise Service Design / Hazel White & Mike Press / Episode #34
August 24, 2017 05:37 - 29 minutes - 54 MBGrowing Service Design beyond the boundaries of an agency, department or even an organisation. That is what this episode is all about. Service Design icons, Mike Press and Hazel White, talk about communities, building capacity and the role of leadership. ---------------------------------------- EPISODE GUIDE 02:25 - First encounter with Service Design 06:18 - Why do we need to build communities in Service Design? 12:55 - How can we build capacity? 21:41 - What if leadership was different? ...
The blurring boundary between product and service design / Mark Rolston / Episode #33
August 10, 2017 05:31 - 36 minutes - 66.5 MBDoes it even make sense to separate product from service design these days? Mark Rolston talks about how these the worlds have been blending into each other. We also talk about the new design materials: data and intelligent systems! We must inherently design for dynamism, but how?! Awesome episode. ---------------------------------------- EPISODE GUIDE 2:30 - First encounter with Service Design 5:03 - What is changing in our relationship with products and services? 19:50 - What is happening...
Is there craftsmanship in Service Design / Mahmoud Abdelrahman / Episode #32
July 27, 2017 05:37 - 31 minutes - 58.3 MBHow do you become a service design craftsman. What does it take? Is it even possible? Mahmoud Abdelrahman shares his thoughts on this topic. We also discuss how we can design for a better project experience. And finally Mahmoud gives an update on the service design landscape in the Middle East. ** Customer Advocacy Posters https://www.linkedin.com/pulse/customer-advocacy-posters-mahmoud-abdelrahman ---------------------------------------- EPISODE GUIDE 2:15 - First encounter with Service ...
Service Design for organisations, politics and welfare / Stefan Holmlid / Episode #31
July 13, 2017 08:06 - 29 minutes - 54.9 MBWhat happens in an organisation when a service design project ends? What can we do to make sure that an organisation has the capabilities to continue on the customer centric path? Service design veteran Stefan Holmlid also talks about designing for systems in which welfare isn't tied to a fixed location. And finally we discuss the relationship between politics and design(ers). A lot of the things we talk about in this episode surrounding the organisational capabilities part are based on the ...
Service Design Trend Report - Summer 2017
June 29, 2017 08:11 - 7 minutes - 14.5 MBLearn about the trends that are shaping service design. These trends are based on the patterns that have emerged from the last 10 episodes of the Service Design Show. The trends that are addressed in this episode: 1. Unboxing Design Thinking 2. Designing better design teams 3. Culturalizing design methods Let us know us know in the comments what you consider an important trend in service design! Trend Report # 1 ➜ https://soundcloud.com/servicedesignshow/service-design-trend-report-summer-...
Is there a future for design (thinking) / Doreen Lorenzo / Episode #30
June 15, 2017 09:15 - 27 minutes - 51.5 MBWe need to move beyond design thinking bootcamps and help people to understand design at a deeper level according to Doreen Lorenzo. Doreen stresses the need for teaching critical thinking and creative problem solving in education. And finally we talk about why businesses still aren't putting the right value on empathy. ---------------------------------------- EPISODE GUIDE 2:23 - First encounter with Service Design. 5:03 - Have we created a FAD? 11:12 - Why have we decided in education to ...
The secrets of winning design teams / Fabian Segelström / Episode 29
June 01, 2017 10:54 - 26 minutes - 48.7 MBHow can you make design teams succeed? Fabian Segelstöm talks about what he does at Länsförsäkringar to make sure everyone in his team can perform to their fullest potential. We also discuss how winning design awards helps to build internal leverage. Fabian also shares his personal journey how he transitioned from being an academic researcher to a design director. Fabians PhD paper: Stakeholder Engagement for Service Design How service designers identify and communicate insights Download ➜ h...
How organisations become more customer centric / Jose Mello / Episode #28
May 18, 2017 10:01 - 28 minutes - 52.8 MBWhat's the secret to turning transaction organisations into ones that are customer ceetric? Jose Mello shares his insight on this topc. Next to that we also talk about how to create meaningful insights. Finally we discuss if everyone is already a designer. On the Service Design Show we discuss how to make a POSITIVE IMPACT through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd love to have you subscribe...
Every service has its own rhythm that must be orchestrated and designed / Marcus Lui / Ep #27
May 04, 2017 11:55 - 28 minutes - 53.4 MBMarcus Lui talks about why it's important to design for different service rhytms. We discuss how great service concepts can fail because they don't respect the social relationships in a certain culture. Next to this explore the balance between keeping your customers safe and secure without compromising their convenience too much. Finally Marcus raises the question how much design thinking do we need. On the Service Design Show we discuss how you can make a positive impact through design. If ...
How to turn strategy into action using service design / Lisa Lindström & Kristina Carlander / #26
April 20, 2017 08:53 - 25 minutes - 46.7 MBActionable strategy! That is what service design can bring according to Lisa Lindström and Kristina Carlander. Lisa and Kristina also talk about closing the gap between traditional and digital services. Finally we talk about adopting "non-linear" decision making and the change it requires in leadership style. On the Service Design Show we discuss how you can make a positive impact through design. If you're interested in ** SERVICE DESIGN **, ** DESIGN THINKING **, ** CUSTOMER EXPERIENCE **, ...
How the Dubai government is designing for customer happiness / Muna Al Dhabbah / Episode #25
April 06, 2017 09:01 - 26 minutes - 48.3 MBCustomer happiness! That is what the government of Dubai in the UAE is aiming for. Muna Al Dhabbah talks about how they use design to create positive and engaged society. We also talk about the differences between designing private and public services. ---------------------------------------- EPISODE GUIDE 1:56 - First encounter with Service Design. 4:08 - What if government has engaged customers and suppliers in each stage of service improvement? 12:03 - Why do we need to study public-gove...
What you must know about service design in greater China / Elaine Ann / Episode #24
March 23, 2017 09:01 - 28 minutes - 53.9 MBUnderstandig how service design works in China can greatly benefit your own practice. Elaine Ann talks about how she innovated service design methodologies for the west to make them fit with the Chinese culture. We also touch upon the topic of business design vs. service design. On the Service Design Show we discuss how you can make a positve impact through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation and Organisational Change we'd...
CX Navigator, mindset change and the hurdle of uncertainty / Maik Medzich / Episode #23
March 09, 2017 12:38 - 30 minutes - 56.1 MBThis episode with Maik Medzich is all about the question how to spread a customer centric culture throughout a (very) large corporate. Maik talks about the CX navigator community that he started within Deutsche Telekom and how it came to be the succes it is today. We also discuss the big topic of dealing with uncertainty and how to give people the confidence to act. Hit that LIKE button and help to SHARE the episode. Thanks! Subscribe ➜ https://goo.gl/TMTBiF -------------------------------...
Think about the journey forget about the map / Kerry Bodine / Episode #22
February 23, 2017 09:20 - 30 minutes - 56.5 MBThis episode with Kerry Bodine is all about the customer journey. First Kerry argues for the fact that we should spend less time making customer journey maps. Or maybe not even make these maps at all. Next we talk about the idea of putting the journey at the center of customer driven innovation. This raises the question if we do so how far can or should we organize around this journey? Finally Kerry ask her big questions that focuesses on the role of customer experience in times of uncertaint...
Commodification of design, business fluency and prototyping policy / Jess McMullin / Episode 21
February 09, 2017 12:05 - 35 minutes - 65.3 MBHow do we design and prototype something complex like policy? Jess McMullin shares his experiences on this topic. We also touch on the topic of everyone starting to adopt design tools and approach also known as the commodification of design. Finally we talk about the need for designers to become more fluent in the business language. To close off Jess invites you to comment on what designers can to in order to work on solving better problems. Subscribe ➜ https://goo.gl/TMTBiF ---------------...
Service Design Trend Report - Winter 2016 / 2017
January 26, 2017 12:15 - 8 minutes - 15 MBIn this episode we talk about 3 major trends that are shaping the service design field in the winter of 2016 / 2017. These trends have emerged as patterns from the last 10 episodes of the show. The trends that we'll be discussing in this trend report are: 1. Artificial intelligent services 2. Democratizing Service Design 3. Doing the right thing What do you consider the most important trend? Join the discussion and share your thoughts in the comments below. -------------------------------...
Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20
January 12, 2017 10:34 - 31 minutes - 57.6 MBDid you know every company is already doing service design without even know it? Mauricio Manhaes talks about that in this episode. We also discuss how to asses and evaluate Service Designers and why Service-Dominant Logic has the potential to leap Service Design 10 years ahead. ---------------------------------------- EPISODE GUIDE 1:45 - First encounter with Service Design. 3:25 - Who are Service Designers? 9:52 - Why Service Design from an economic business cycle perspective? 18:12 - How...
Giving service design away, going in-house and the need for a compelling vision / Jamin Hegeman / 19
December 29, 2016 11:32 - 31 minutes - 57.6 MBWe need to be giving service design away. At least according to Jamin Hegeman. Jamin has moved from Adaptive Path to become the head of design at Capital One financial services division. We talk about why he did that. And finally we address the need for a compelling vision and how management people are missing the point here. ---------------------------------------- EPISODE GUIDE 2:00 - First encounter with Service Design. 3:55 - What does giving service design away mean? 12:15 - Why did I ...
Superhuman services, Scaling Naturally and Storydoing / Stefan Mortiz / Episode #18
December 15, 2016 12:05 - 35 minutes - 65.1 MBHow do we keep the human touch in services that are being automated using artificial intelligence? Service Design veteran Stefan Moritz also talks about the need for a new perspective on scaling and how we need to move from storytelling to storydoing. ---------------------------------------- EPISODE GUIDE 4:18 - First encounter with Service Design. 6:22 - How can we be superhuman? 13:19 - What if scaling was possible? 22:04 - Storydoing… 30:04 - Expert Tip: Do and reflect! 32:44 - Big Ques...
How can services help to extend the BWM experience / Holger Hampf / Episode #17
December 01, 2016 09:15 - 25 minutes - 47.8 MBWhat is the value of Service Design from the perspective of one of the world largest car manufacturers? Holger Hampf who is the head of user experience at BMW Group shares his thoughts on how services can be used to extend the BMW experience. We also talk about designing for freedom and joyful experiences. ---------------------------------------- EPISODE GUIDE 1:54 - First encounter with Service Design 5:17 - How can we extend the feeling of freedom? 10:22 - How much integration do we need?...
Merging Chinese culture with western philosophy through service design / Amy Ip / Episode #16
November 18, 2016 19:59 - 34 minutes - 64.1 MBIs it possible to merge the western design philospohy with the Chinese culture? Amy Ip shares her thoughts on this topic. We also talk about the value of design for Chinese clients and finally we touch upon the need to transform design education in China. ---------------------------------------- EPISODE GUIDE 1:23 - First encounter with Service Design. 3:16 - Why do we need to reform design education? 14:17 - Who are Chinese clients? 22:10 - How can we practice Service Design within a coorpe...
How to make service design work with no money, time or support / Megan & Erik / Episode #15
November 03, 2016 10:48 - 37 minutes - 69.1 MBWhere do you start when you are passionate about service design but don't have very limited resources? Megan Miller and Erik Flowers started a community called practicalservicedesign.com to anwser this question. We also talk digital services and jobs to be done! ---------------------------------------- EPISODE GUIDE 1:42 - First encounter with Service Design. 4:54 - Why is ultimate practicality one of todays topics? 14:23 - Why is jobs to be done the hot topic on slack? 22:34 - When will cy...
Leveraging the Customer Journey as a dynamic change plan / Daniel Ewerman / Episode #14
October 20, 2016 16:27 - 32 minutes - 59.6 MBHow do you put customers at the heart of your business? Daniel Ewerman talks about the power of the customer journey when it's treated as a change plan instead of a deliverable. We also talk about the need to design service organisations not just services. ---------------------------------------- EPISODE GUIDE 1:25 - Daniels first encounter with Service Design. 5:17 - Why do organisations fail to put the customers at the center of their business? 14:00 - Why service design(ers) shouldn’t d...
How to express any service using 4 fundamental elements / Xin Xiangyang / Episode #13
October 06, 2016 12:56 - 31 minutes - 59.1 MBProfessor Xiangyang Xin talks about the fundamental elements that make up a service. Without a clear understanding of these elements it's impossible to design and express services. We also talk about the core skills a service designer needs. ---------------------------------------- EPISODE GUIDE 1:53 - First encounter with Service Design. 6:28 - How can we express a service? 14:21 - How many skills do service designers need? 22:28 - What is a service? 27:24 - Expert tip: be an interesting a...
Adding some Brazilian flavour to the service design mix / Luis Alt / Episode #12
September 22, 2016 08:26 - 32 minutes - 60.8 MBLuis Alt talks about the next generation service providers, the positive and negative aspects of the service culture in Brazil and finally why we need to rethink and humanize the relationship companies have with their customers. ---------------------------------------- EPISODE GUIDE 1:14 - First encounter with Service Design. 5:08 - How can we make the service culture better in brazil? 14:02 - Who are the next great service providers? 20:42 - What if we thought about relationships with com...
Understanding Service Design in Asia / Patti Hunt & Kristin Low / Episode #11
September 08, 2016 10:13 - 37 minutes - 69.8 MBPatti Hunt and Kristin Low talk about Service Design in Asia and the lack of urgency for it. We also dive into the topic of Artificially Intelligent services. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/c/servicedesignshow
Service Design Trend Report / Summer 2016
September 06, 2016 14:53 - 8 minutes - 15.9 MBIn this episode we talk about the 4 major trends that are shaping the service design field in the summer of 2016. These trends have emerged as patterns from the first 10 episodes of the show. What do you consider the most important trend? Join the discussion and share your thoughts in the comments below. ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ http://soundcloud.com/servicedesignshow OFFICIAL YOUTUBE CHANNEL Every...
Service Design is fractal / Andy Polaine / Episode #10
August 11, 2016 11:46 - 33 minutes - 32.7 MBAndy shares his ideas on the fractal nature of service design. Or in other words at level should you be designing a service to really make an impact. ---------------------------------------- EPISODE GUIDE 1:20 - First encounter with Service Design. 4:21 - How far can Service Design go (the fractal nature of SD)? 11:27 - How can we design services end to end? 20:03 - Who are / is doing design from within? 28:15 - Expert Tip: become a more interesting person. 31:32 - Big Question: why do you...
Linking Service Design to business value / Damian Kernahan / Episode #9
July 28, 2016 08:22 - 29 minutes - 54 MBDamian Kernahan talks about why service design needs to do a better job at articulating the value it creates for business and consumers. ---------------------------------------- EPISODE GUIDE 1:32 - First encounter with Service Design. 5:50 - What if we actually implemented more service design work? 13:48 - What is the clear value proposition of service design? 18:34 - How can we link service design and customer experience improvement to value? 24:17 - Expert tip: read (a lot)! 27:04 - Big...
The secret to building a customer centric culture / Dave Gray / Episode #8
July 14, 2016 08:37 - 38 minutes - 71.2 MBDave Gray talks about why understanding Organisational culture is more important than ever and how norms, habits and behaviours shape that Organisational culture. ---------------------------------------- EPISODE GUIDE 1:22 - First encounter with Service Design. 3:49 - How might we create more customer centric organisations? 10:02 - Why do I say culture is norms, habits and behaviours? 25:19 - How can we shift the internal workings? 30:05 - Beginners tip: find those peers and start learning ...
Getting your boss to prototype customer experience / Adam Lawerence / Episode #7
June 30, 2016 12:22 - 32 minutes - 60.1 MBAdam Lawrence talks about the power of jamming, the relationship between work and play and about using theater as a toolset within service design. ---------------------------------------- EPISODE GUIDE 0:49 - First encounter with Service Design. 6:08 - How can we Jam to find our next next big idea? 14:28 - Why do work and play fit well together? 21:10 - What if theater was a toolset? 29:25 - Beginners tip: do research and prototype! 30:32 - Adams question: how can I do this using fewer words...
What Service Design can learn from the olympics / Alex Nisbett / Episode #6
June 16, 2016 15:42 - 31 minutes - 58 MBAlex Nisbett talks about customer performance, designing great public services and building internal service design capacity. ---------------------------------------- EPISODE GUIDE 1:04 - First encounter with Service Design 3:02 - How can we design for Customer Performance? 12:42 - Who are building [service design] capacity? 20:40 - What if public services became better than commercially provided ones? 26:45 - Beginners tip: Go out and make a difference! 28:56 - Question: Will the need for...
Tackling the biggest challenge within design education / Lauren Currie / Episode #5
June 02, 2016 11:21 - 25 minutes - 27.6 MBLauren Currie talks about redesigning design education, decreasing product consumption and the value of design. ---------------------------------------- EPISODE GUIDE 1:05 - First encounter with Service Design 3:18 - What if design education transforms the role of designers in society 9:40 - How much has Service Design changed at scale how society consumes stuff 16:32 - How can we get better at articulating the value of design 21:29 - The beginners tip: redesign a service that makes you ang...
Design better services through experience prototyping / Erik Roscam Abbing / Episode #4
May 19, 2016 10:10 - 35 minutes - 65.2 MBExperience prototyping can help you design better services! Curious how? Check out this episode with Erik Roscam Abbing. ---------------------------------------- EPISODE GUIDE 1:04 - Your first encounter with Service Design. 4:05 - Why are organisations internalizing Service Design? 12:33 - What if we could prototype experiences? 21:41 - When will HR departments require elements of Design Thinking? 29:18 - The beginners tip. 32:35 - Question for the viewers. -------------------------------...
Service Design shouldn't be a department / Arne Van Oosterom / Episode #3
May 05, 2016 12:33 - 36 minutes - 67.2 MBHow do you scale Service Design? Just one of the topic in this episode of the Service Design Show featuring Arne van Oosterom. ---------------------------------------- EPISODE GUIDE 0:55 - Your first encounter with Service Design. 6:19 - How should we scale Service Design? 14:26 - Why do we need to move beyond buzzwords? 23:12 - Who are the Service Designers? 32:57 - The beginners tip. 34:21 - Question for the viewers. ---------------------------------------- ABOUT ARNE VAN OOSTEROM @Des...
How much value does Service Design create / Birgit Mager / Episode #2
April 21, 2016 08:14 - 30 minutes - 55.1 MBCan we measure how much value Service Design creates? This and more in this episode of the Service Design Show featuring Birgit Mager. ---------------------------------------- EPISODE GUIDE 2:17 - Global Service Design Conference 2016 in Amsterdam 4:23 - What is your first memory of Service Design 7:46 - How can we make sure that the uniquenss of Service Design will be saved 12:52 - The Service Design Day on June 1st 2016 #SDDay 18:08 - How much value does Service Design create 27:02 - Birg...
A Customer Journey Map is not a ****ing deliverable / Marc Stickdorn / Episode #1
April 16, 2016 14:17 - 27 minutes - 51.2 MBWhat is the difference between UX, CX, Design Thinking and Service Design? This and more in this episode of the Service Design Show with Marc Stickdorn. ---------------------------------------- EPISODE GUIDE 1:10 - First encounter with Service Design. 4:30 - Why do we have so many names for doing design? 9:10 - When will we finally do really good research in practice? 15:45 - How much technology do we actually need in Service Design? 24:55 - Marcs golden tip for aspiring Service Designers. ...