Business

Why Service Design Thinking

Why Service Design Thinking

Why Service Design Thinking is the podcast that helps business do things better and do better things. Service design is one of the next big competitive advantages in business and it is being used with great success by corporations and other large organizations around the world. But how can a smaller business, a startup, or a nonprofit adopt these innovative techniques? We talk with experts in the field and share lots of case studies on how you can engage your customers, create delightful experiences, and build a lasting legacy. Don’t forget to listen until the very end, for this week’s design challenge. Hosted by: Marina Terteryan Want to keep in touch? Sign up for the mailing list at www.whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else. Like what you hear? Please subscribe, rate, and review us!

Episodes

Case Study: Dubai Design District - A Human-Centered Neighborhood | Lindsay Miller | #19
33:38
2017-12-12 00:29:11 UTC 33:38
Case Study: Dubai Design District - A Human-Centered Neighborhood | Lindsay Miller | #19

Real estate (for housing and office space) is not just a commodity - it is an important service in our lives that needs to be designed as such. Lindsay Miller is the Managing Director of Business Development & Operations at the Dubai Design District and she played an instrumental role in developing this human-centered neighborhood.

Check out the show notes for all references and links.

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Feedback loops are crucial in service design!

Please take a moment to share your thoughts about this show at whyservicedesignthinking.com/feedback

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As always, thank you for listening!

Service Design in Government and Public Services | Benjamin Taylor | #18
35:51
2017-12-12 00:29:11 UTC 35:51
Service Design in Government and Public Services | Benjamin Taylor | #18

One of the most important applications of service design is in the government or public services sector, where there is a big potential to create efficiency and meaningful change. We talk with Benjamin Taylor, who is a consultant in public services. As the founder of RedQuadrant management consultancy and a Chief Executive of the nonprofit Public Service Transformation Academy, Benjamin has a long history of innovating public services.

Check out the show notes for all references and links.

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Feedback loops are crucial in service design!

Please take a moment to share your thoughts about this show at whyservicedesignthinking.com/feedback

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Love what you hear? Please subscribe, rate, and review us. Each review goes a long way.

As always, thank you for listening!

Season 2 Preview + Please Share Your Feedback
02:02
2017-12-12 00:29:11 UTC 02:02
Season 2 Preview + Please Share Your Feedback

Hello to friends old and new! I want to take a moment to thank you for being here. Thank you to those of you who have listened to the show, written a review, and shared episodes with friends. We are now streaming in more than 100 countries!

Season 2 of Why Service Design Thinking will be released on April 3, 2017. In the meantime, I’d love to hear from you at:

whyservicedesignthinking.com/feedback Share your thoughts on the existing episodes, tell me what topics you’d like to hear about in the future, nominate guests that you’d like me to interview, or tell me a good design joke!

whyservicedesignthinking.com/feedback

- Marina Terteryan

Founder & Host

Why Service Design Thinking Podcast

Turning a Service into an Experience | Paul Bulencea | # 17
36:12
2017-12-12 00:29:11 UTC 36:12
Turning a Service into an Experience | Paul Bulencea | # 17

Today, we talk with Paul Bulencea, who is the co-founder of the College of Extraordinary Experiences, a disruptive annual experience design conference that is held in a castle in Poland. Paul discusses how the economy is shifting from being based on services to being based on experiences and how businesses can beat commoditization by providing memorable experiences.

Check out the show notes for all references and links.

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Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

The Business Case for Service Design | Jod Kaftan of Fjord | #16
35:30
2017-12-12 00:29:11 UTC 35:30
The Business Case for Service Design | Jod Kaftan of Fjord | #16

Jod Kaftan is the Group Design Director at Fjord in Los Angeles, overseeing the LA design practice and developing the team and quality of work. As a proponent of meaning in design, he provides valuable insights about how creating meaning can lead to customer loyalty.

Check out the show notes for all references and links.

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Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Service Design Network | Jesse Grimes | #15
23:57
2017-12-12 00:29:11 UTC 23:57
Service Design Network | Jesse Grimes | #15

In this episode, we talk with Jesse Grimes, of the Service Design Network. Jesse, who is a practicing service designer at Informaat, is on the management team of the Service Design Network (SDN) as well as the editor-in-chief of SDN’s publication, Touchpoint magazine. Jesse tells us about the wonderful resources at the Service Design Network, including its plethora of free online information, in-person gatherings, and its official trade publication.

It's not too late to register for the Service Design Network conference. If you are attending, be sure to find me and say hello!

Check out the show notes for all references and links.

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Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Building a Sustainable Business with Systems | Joanna Waterfall | #14
28:45
2017-12-12 00:29:11 UTC 28:45
Building a Sustainable Business with Systems | Joanna Waterfall | #14

Behind every successful business is solid backstage system that gives its customers a consistent experience and helps the business become sustainable in the long run. Joanna Waterfall, founder of Yellow Co, talks about how she implemented systems within her business from day one. 

Check out the Yellow Conference!

In the episode, Joanna references the book, The E-Myth Revisited.

Check out the show notes for more info!

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Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Towards a Preemptive Social Enterprise | Matthew Manos | #13
23:14
2017-12-12 00:29:11 UTC 23:14
Towards a Preemptive Social Enterprise | Matthew Manos | #13

WIN A COPY OF MATTHEW'S NEW BOOK AT WHYSERVICEDESIGNTHINKING.COM/FUTURES.

 

Social Enterprises are one of the most important forms of business today and one of the most crucial components of a social enterprise is to create the future that we want to live in. Matthew Manos, designer, social enterprise builder, and innovative thinker, wants to help you do just that, with his new book, Towards a Preemptive Social Enterprise.

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Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Customer Journey Mapping | Daniel Sunden + John Flitcroft | #12
39:42
2017-12-12 00:29:11 UTC 39:42
Customer Journey Mapping | Daniel Sunden + John Flitcroft | #12

DOWNLOAD A FREE CUSTOMER JOURNEY MAP TEMPLATE on whyservicedesignthinking.com!

 

One of the first steps business owners should take in serving their customers is identifying the customer journey. As a customer interacts with different points in the business, there are multiple opportunities to design their experience every step of the way. We talk with two design strategists in Europe - Daniel Sunden and John Flitcroft, who walk us through making the most of a customer journey.

 

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Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Minisode: The Customer Journey of Pizza in 3 Countries
13:40
2017-12-12 00:29:11 UTC 13:40
Minisode: The Customer Journey of Pizza in 3 Countries

This is an unprecedented mini episode that will preview our next big topic – customer journey mapping. I just had a wonderful interview about with two design strategists in Europe - Daniel Sunden and John Flitcroft. Somehow our discussion about customer journeys led us to look at the customer journey of pizza.

It was such an interesting tangent that I wanted to share it with you in its own context – 3 different journeys of ordering pizza in the UK, Sweden, and the US.

Enjoy and look out for the complete interview in the next episode.

 

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Check out the website to download a free ideation worksheet: whyservicedesignthinking.com.

The Future of Designing for the Customer | Panel Discussion | #11
01:17:15
2017-12-12 00:29:11 UTC 01:17:15
The Future of Designing for the Customer | Panel Discussion | #11

For this week’s episode, we are in for a special treat. This is a recording of a fascinating panel discussion called The Future of Customer Experience, by the service design community in Los Angeles. Hosted by John Ayers, who was our guest in episode six, they discuss the differences, similarities, and benefits between service design, design thinking, user experience design, customer experience, and more.

The panelists are: Jod Kaftan, Group Design Director at Fjord Sarah Stern, Service Design Manager at LootCrate Michael Hardy, Lead Experience Designer at Tradesy Chris Chandler, Design Practice Lead at Philosophie Seema Jain, Director of Customer Experience at Bluewolf

Download the slides and get all the links in the show notes.

Special thanks to General Assembly in Los Angeles for being a generous partner in education for the Los Angeles Service Design community.

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Get a free Idea Brainstorming worksheet: whyservicedesignthinking.com

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Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Seth Weissman | Research for Design Insight | #10
29:01
2017-12-12 00:29:11 UTC 29:01
Seth Weissman | Research for Design Insight | #10

Research is an important part of service design and design thinking because it is the center of the empathy and insight that will lead your work. Design researcher, Seth Weissman from BCG Digital Ventures, talks about different research techniques including Ethnography, Observational Research, Surveys, and more. He shares tips on how to get comfortable speaking with people, what sorts of insights to look out for, and even a design fail about suds-less soap.

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Participate in the design challenge on the website.

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Get a free Idea Brainstorming worksheet: whyservicedesignthinking.com

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Victoria Vivas | Analogous Inspiration From Uncommon Sources | #9
24:19
2017-12-12 00:29:11 UTC 24:19
Victoria Vivas | Analogous Inspiration From Uncommon Sources | #9

One of the most fun techniques of design thinking is analogous inspiration: applying an out-of-context concept to the problem that you are trying to solve. We talk with Victoria Vivas, an experience designer in Chile, who focuses on enhancing the process of learning through analogous situations.

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Participate in the design challenge on our website.

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Want a free Idea Brainstorming worksheet? Get it at whyservicedesignthinking.com

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

#ServiceDesignDay | Raj Singh on Ivy, the AI Assistant for Hotels
10:43
2017-12-12 00:29:11 UTC 10:43
#ServiceDesignDay | Raj Singh on Ivy, the AI Assistant for Hotels

Happy International Service Design Day!

This is episode 3 of 3 in a series celebrating #ServiceDesignDay! Join the global discussion by sharing this episode with your network!

Check out the show notes + details on #ServiceDesignDay.

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Raj Singh, founder of Go Moment, talks about creating Ivy, an Artificial Intelligence (AI) tool that provides automated text message-based customer service at hotels. Service businesses of all types can learn from the insights and successes of Ivy.

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Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

#ServiceDesignDay | Tatiana El-Khouri + Olivia Lucas on Co-Creation
10:10
2017-12-12 00:29:11 UTC 10:10
#ServiceDesignDay | Tatiana El-Khouri + Olivia Lucas on Co-Creation

Happy International Service Design Day!

This is episode 2 of 3 in a series celebrating #ServiceDesignDay! Join the global discussion by sharing this episode with your network!

Check out the show notes + details on #ServiceDesignDay.

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Tatiana El-Khouri and Olivia Lucas, talk about Gobe, an app that connects nonprofits to volunteers. Through the design process, they participated in a co-creation exercise that helped solve some of their design challenges.

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Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

#ServiceDesignDay | Nathan Lucy + Jessica Tungesvik on Customer Personas
09:29
2017-12-12 00:29:11 UTC 09:29
#ServiceDesignDay | Nathan Lucy + Jessica Tungesvik on Customer Personas

Happy International Service Design Day!

This is episode 1 of 3 in a series celebrating #ServiceDesignDay! Join the global discussion by sharing this episode with your network!

Check out the show notes + details on #ServiceDesignDay.

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Nathan Lucy and Jessica Tungesvik of XWorx agency share a case study about transforming a new business from a digital product into an in-demand service. They discuss the importance of designing for a specific customer.

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Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

CASE STUDY - Designing the Entrepreneur's Experience | Jon Leyh of Ruckus Projects | #8
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2017-12-12 00:29:11 UTC 24:12
CASE STUDY - Designing the Entrepreneur's Experience | Jon Leyh of Ruckus Projects | #8

Starting a project or business can be easier said than done and there are many touchpoints that an entrepreneur goes through when starting something. We talk with Jon Leyh, the founder of Ruckus Projects, a community of entrepreneurs who come together to create projects that matter. Jon shares his powerful philosophy about why it's important to design your experience as an entrepreneur, while you are designing your project.

Read about the incredible projects created by Ruckus Projects members. 

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Participate in the design challenge on our website.

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Love what you hear? Please subscribe, rate, and review us!

Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Martin Dowson | People, Planet, and Profit | #7
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2017-12-12 00:29:11 UTC 36:04
Martin Dowson | People, Planet, and Profit | #7

CELEBRATE INTERNATIONAL SERVICE DESIGN DAY WITH US ON JUNE 1st.

whyservicedesignthinking.com/servicedesignday

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We've heard a lot about why service design is important but what does it look like in the context of People, Planet, and Profit? We talk with Martin Dowson, a UK-based service designer and Certified Customer Experience Professional who creates customer-centric organizations that deliver profitability through meaningful customer experiences.

Martin mentions resources from the UK Design Council, including the Double Diamond design process and the Triple Bottom Line of people, planet, and profit.

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Participate in the design challenge on our website.

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Love what you hear? Please subscribe, rate, and review us!

Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

John Ayers | Service Blueprinting for Customer Engagement #6
28:34
2017-12-12 00:29:11 UTC 28:34
John Ayers | Service Blueprinting for Customer Engagement #6

Service Design is unique in its customer-centric practices because it views each experience in two components - the frontstage and backstage interactions. For every customer-facing activity (frontstage), there is a series of behind-the-scenes technology, training, and processes (backstage) required to create a positive interaction.

John Ayers, an LA-based service designer and customer experience designer, tells us all about why service blueprinting is a crucial element and how a business can adopt this process.

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Participate in the design challenge on our website.

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Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Allen Weaver | How to Create a Culture of Innovation | #5
24:55
2017-12-12 00:29:11 UTC 24:55
Allen Weaver | How to Create a Culture of Innovation | #5

Innovation can still sometimes to be considered an "extra"or "nice to have" in business. But it is actually essential to competing in the constantly-evolving business landscape. So how can a company adopt innovative practices? We talk with Allen Weaver, who is an expert at facilitating innovation among groups of all sizes,having worked with companies such as Target, Direct TV and AT&T.

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Participate in the design challenge on our website.

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Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

CASE STUDY – Incubator School Built with Design Thinking | Sujata Bhatt and Ryan Oliver | #4
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2017-12-12 00:29:11 UTC 30:47
CASE STUDY – Incubator School Built with Design Thinking | Sujata Bhatt and Ryan Oliver | #4

Service design and design thinking can have groundbreakingresults when applied to business. But imagine what could happenwhen these innovative principles are applied to education! Near LosAngeles, in Silicon Beach, there is an incredible school calledIncubator School,started just a few years ago by visionary educator SujataBhatt.Thoughtfully built using human-centered design and featuring acurriculum that teaches design thinking and entrepreneurship, theIncubator School provides an unparalleled experience in education.Currently serving grades six through nine, the school will soonexpand to include high school as well, with the first graduatingclass in 2020. I spoke with the school’s founder Sujata Bhatt andDirector of Entrepreneurship Ryan Oliver.

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The Incubator School thrives with the involvement of itscommunity - both business partners and individual supporters. Youcan be part of their innovations by contributing to their crowd funding campaign, which launched TODAY.The campaign directly supports the student businesses as well ascurriculum development and supplies.________

Love what you hear? Please subscribe, rate, and review us!

Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.comfor access to useful freebies and bonus resources that won’t beavailable anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for thisepisode's theme music.

Adam Lawrence | Creating A Worldwide Movement with Global Service Jam | #3
25:01
2017-12-12 00:29:11 UTC 25:01
Adam Lawrence | Creating A Worldwide Movement with Global Service Jam | #3

One of the BEST ways to get acquainted with service design in person is through an annual event called Global Service Jam. This event, co-founded by Adam StJohn Lawrence and Markus Edgar Hormeß of the service innovation agency WorkPlayExperience, is a "hackathon" where people from all professions gather to ideate and prototype a service business, all in one weekend. It is simultaneously held in more than 100 cities each year, with thousands of participants in a tight-knit community.

Adam is the embodiment of everything that the Global Service Jam stands for: open-minded creativity, teamwork, and lots of customer empathy. He talks about how a background in improv comedy inspires the jam, and why it's so important for everyone to participate.

The Jam was actually how I found service design, when I was a participant several years ago. I am now happy to be one of the co-organizers of this annual Los Angeles Global Service Jam and strongly encourage you to check it out and keep an eye out for events in the future. To get an idea of the innovative projects that come out of this event, check out videos of the 2016 LA Global Service Jam projects.

Learn about Adam's work: WorkPlayExperience Global Service Jam Global Gov Jam Global Sustainability Jam

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Participate in the design challenge on our website.

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Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Matthew Manos | Helping Nonprofits Build A Legacy | #2
34:49
2017-12-12 00:29:11 UTC 34:49
Matthew Manos | Helping Nonprofits Build A Legacy | #2

Very few people in the business and design sectors have done as much for the nonprofit community as Matthew Manos, of verynice, a global human-centered design and strategy studio. He has revolutionized how the design industry interacts with the nonprofit industry, by creating a way of giving back with his  business model of dedicating half of his agency's work towards pro bono projects for nonprofits. He has started a meaningful dialogue on how nonprofits can approach their business models differently, as a means to making an even bigger impact.

In our interview, we discuss how a nonprofit organization can better create a sustainable legacy by rethinking its revenue streams.

Support Matthew's work:

veryniceGive Half bookModels of Impact toolkit

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Participate in the design challenge on our website.________

Love what you hear? Please subscribe, rate, and review us!

Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Melissa Rancourt | What is Service Design? | #1
35:56
2017-12-12 00:29:11 UTC 35:56
Melissa Rancourt | What is Service Design? | #1

Today's guest is Melissa Rancourt, an international entrepreneur who operates multiple businesses throughout Europe and coaches organizations on adopting design thinking. She also serves as the Academic Director for The New School: Parsons Paris' Executive Global Strategic Design Management Master's program, which I will be proudly attending as part of the inaugural class.

In this episode, Melissa discusses the key pillars of service design and why businesses should integrate it. With her international expertise, she gives examples of businesses who have successfully used service design. We even talk about an interesting insight into the experience of coffee shops in Belgium (hint: it has nothing to do with coffee!).

Learn more about Melissa's work:

The New School SerendispaLinkedin Profile

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Participate in the design challenge on our website. ________

Love what you hear? Please subscribe, rate, and review us!

Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Intro Episode | Marina Terteryan | Why Service Design Thinking
05:10
2017-12-12 00:29:11 UTC 05:10
Intro Episode | Marina Terteryan | Why Service Design Thinking

This episode is a brief introduction to the Why Service Design Thinking podcast series by its founder and host, Marina Terteryan. Learn about the inspiration for this podcast, how it applies to your business, and why it is so important to adopt the innovative practice of Service Design.

Service Design is an important practice in business that is quickly increasing in popularity. There are many different ways to define it, but at its core, it is the process with which a business can innovate its offerings, provide delightful customer experiences, and solve problems.

Hear about the unique ways in which this podcast will teach you about service design, through informational interviews, case studies, and design challenges.

Want to keep in touch? Sign up for the mailing list at whyservicedesignthinking.com for access to useful freebies and bonus resources that won’t be available anywhere else.

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