Tesco Bank and Modern human won the ‘best in private sector’ service design award for their project Phoenix. We spoke with Amjid Rasool, head of service design at Tesco Bank and Paul-Jervis Heath from the Service Design agency Modern human. Together with their whole team they redesigned the customer complaint experience of Tesco Bank clients.
Innovationsguiden (translation: innovation guide) won the Professional Non-Profit / Public Sector service design award. Innovationguiden is an ongoing project that aims to support and reinvigorate the Swedish public sector through service design in collaboration with citizens. By providing various forms of support to municipalities, county councils and regions, they encourage them to develop towards user-centricity and innovation.
Julianne has been working for Cork County Council since 2003. Just like the council has evolved over time, her job has changed a lot too. She started in IT and over the years she moved into another role within the Council, more focused on the evaluation of their services. With this new perspective, she started looking into the opportunities of a Service Design approach to transform some of the Council’s services.
As we shifted from a product-based economy into a service-based economy, customers are more and more pampered with good services. To be successful, companies more than ever need to offer services that exceed the expectations of people. So in order to offer the best services, companies can do two things. On the one hand they can work closely together with external professionals. On the other hand, they can expand their in-house expertise by training their own employees to think more human centred. To introduce and present both ways of working, we invited two international speakers who shared their knowledge.
We went to the Service Design Global Conference in Dublin where we attended lots of inspiring talks and hands-on workshops. Again, it was a truly amazing edition! It’s surprising how this conference manages to touch new topics & give new inspiration every year. Hats off to the organisation!
We also really enjoyed the social aspects of this conference. Since this wasn’t our first SDGC, we saw a lot of familiar faces and like every year we had the chance to get to know many new people. During these moments we got the opportunity to interview some service design ‘rockstars’. You can find a compilation of these interviews here.
Marc Stickdorn is a well-known person in the Service Design world. That’s understandable for many reasons!
He is one of the writers on the ‘Service Design Thinking’ and the ‘Service Design doing’ book. Since this week also the ‘Service Design Methods’ book. Besides that he is co-founder and CEO of ‘More than Metrics’, a company that offers tools and stuff for customer experience and service designers: Smaply, Experiencefellow and Mr. Thinker. Marc speaks about Service Design at many conferences around the world.
Great to have him at the podcast!
New technologies, a continuously changing lifestyle and new jobs and disciplines present serious challenges in the field of education. Old education methods and skills are challenged in a society where personalisation, collaboration, information and e-learning are taking over. Professionals have to re-educate themselves and schools need new tools and solutions to be able to innovate and make these changes manageable. How can Service Design help education deal with these challenges and inspire people to solve problems in a creative way?
We can’t believe its already our 25th episode! In september 2016 we published the first episode. Not sure where this adventure would lead us we decided to just give it a try! Since then we have been speaking with inspiring people from al over the world. In this 25th episode we reflect on the conversations we had, we’ll let you know which episodes were our favourite ones and what we have learned from experts in the field.
Together with the city of Rotterdam, service design agency Muzus won the award for organisational impact in the public sector. The city of Rotterdam is offering a mobility service to people with special needs to make sure they get to the where they want. They realised, however, they did not know the people they were offering the service to. Muzus conducted qualitative research in various ways to give the city of Rotterdam insights in these users. These insights were used in various ways to offer the best service possible.
In this episode we speak to Hyunyim Park who won together with her team the student award for business innovation in the private sector. Together with Jaehyun Park and Culainn Boland Shanaha they designed the Smart Black Taxi Service Flo to tackle the London’s air quality. Their service offers real-time time data about slow traffic, road works, busy spots where people look for taxi’s, etc. By offering this data the taxi drivers will be able to make better choices and reduce their driving time without passengers.
In this episode we speak to the Service Design award winners for the best commercial project. Judy Mellett is director Service Design, Innovation and Strategy at Telus and Chris Ferguson is founder and CEO of Service Design agency Bridgeable. Together they won the award for redefining the TELUS Renewals experience.
Ella Walding won the Service Design student award for her graduation project at the Royal Collage of Art in Londen. Together with the government of Malta she developed a set of Service Design tools aimed to create change in the organisation. These tools can be found at servizz.gov.mt
After her studies Ella started working as a service designer at innovation unit.
Chris is a Service Design Strategist and the founder and CEO of the Canadian Design Agency Bridgeable. At Bridgeable they work with some of the largest organisations in sectors like healthcare, telekom and government. Together with their clients they deliver great customer experiences though designing organisational en service-system level changes insight these companies.
BC is a game changing technology that brings some unique benefits. For us there are some properties that make Blockchain highly interesting for Service Design.
These benefits are qualities that traditionally are taken care of by human-beings in transactional processes. When we think of transferring credit, property or certificates, it is people who ensure that this happens in a reliable, transparent and fair way.
With blockchain we have a technology that can potentially take over some of these human processes and this will affect the experience of these processes and have consequences for the people involved. It is therefore only natural that we are highly interested in exploring what blockchain can mean for our work.
This year in Madrid will mark the tenth edition of the Service Design Global Conference. We talk to Birgit Mager, Alex Nisbett, and Jamin Hegeman about 10 years of Service Design conferences. They take us back to the start, share their personal highlights and get us excited for the upcoming conference. Have a listen in anticipation of the next edition and come and find us to say hello in Madrid.
Per Kristiansen one of the people who helped make Lego Serious Play into what it is today. As partner at Trivium he goes around the world training people to be Lego Serious Play facilitators. Together with Robert Rasmussen he is the author of the book “Building a Better Business with the Lego Serious Play method". We talk to Per all about the early days of Lego Serious Play and what makes it such a great tool.