최고 Service Design Podcast 팟캐스트 (2024)

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#56 - Experiments for inclusion with Tom Van Hoey and Yalenka Mariën 55:02

3M ago55:02

55:02

How to make your services more inclusive and accessible? Tom Van Hoey from District09 and Yalenka Mariën from Knight Moves share insights from Flanders' City Deal 'E-inclusion by Design,' where they focus on crafting accessible digital tools for 13 Flemish cities. Together, we discuss the importance of small-scale experimentation, encouraging city …

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#55 - Finding Nemo: transforming Finland’s maritime logistics with Sanna Vainionpää 49:56

4M ago49:56

49:56

How can service design revolutionise maritime logistics? Sanna Vainionpää gladly answers that question as she shares how their 10 years vision concept for Finnish Maritime “Single Window” - named NEMO - enhances efficiency, reduces environmental impact, and optimises port operations. Don’t hesitate to dive into this engaging discussion on the power…

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#54 - Save Time, Save Lives with Ashleen Nee And Linda Klotzbach 51:37

8M ago51:37

51:37

In this episode, we have a thoughtful conversation with Ashleen Nee and Linda Klotzbach going int-depth into their project “Save Time, Save Lives”, winner the 2023 Service Design Awards for Best Student Project executed together with YuYu Sun.저자 Service Design Podcast

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#53 - Designing rituals with Adam B Cochrane 51:08

10M ago51:08

51:08

Adam B Cochrane is a Senior strategic designer at Lufthansa Innovation hub where he facilitates meaning, purpose and future visions through service design. Throughout his career - with previous employers such as Zalando, Taxfix, IXDS and Telekom - he developed a keen interested in ritual design and guiding new business ventures. Now, he ‘s also the…

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#52 - Imagining collective futures with Khushboo Balwani 46:24

12M ago46:24

46:24

Khushboo Balwani is a designer, creative researcher, and futurist active in Brussels through her socio-artistic citizen lab BrusselAVenir. Enjoy this hopeful and inspiring conversation about Khushboo’s work, her approach for understanding and visualising future needs and the power of collective future building.…

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#51 - Do No Harm with Giulia Bazoli and Pardis Shafafi 36:16

1y ago36:16

36:16

As designers, we assume a lot of responsibility when it comes to involving users. How can we do better, and how can we stay kind to ourselves? Giulia and Pardis share good laughs and serious answers on using the Do No Harm Framework in their daily practice at Designit.저자 Service Design Podcast

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#50 - Transforming healthcare with Jiri Vermeulen en Lola Bladt from Minze Health 50:02

1y ago50:02

50:02

Join us as we dive into the wonderful world of healthcare innovation with Jiri Vermeulen and Lola Bladt from Minze Health. Jiri and Lola share their personal experiences as entrepreneurial designers, narrating the transformation of a visionary idea in 2015 into an established digital healthcare company today with multiple products in the global mar…

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#49 - Innovating public transport with Lotta Julkunen 49:49

1+ y ago49:49

49:49

Finnish strategic and service design agency Hellon has been working together with the Helsinki Regional Transport Authority (HSL) for the past 6 years to ensure the sustainable future of Helsinki’s public transport. For their productive partnership, they received the Service Design Award 2022 Best Non-Profit project! We speak with Lotta Julkunen - …

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#48 - Designing for trust with Sarah Drummond 1:05:41

1+ y ago1:05:41

1:05:41

Leading up to her captivating talk at Knight Moves' Arena last month about ‘Trust Falls: catching users when they fall', we welcomed design strategist Sarah Drummond in our studio in Ghent. We talk about how to build trust in the design process, innovation vs. familiarity and the value of predictable actions for users in order to trust the systems …

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#47 - Empowering Empathy with Sydney Johnson and Kristofer Kelly-Frere from J5 Design 49:14

1+ y ago49:14

49:14

We welcome Sydney Johnson and Kristofer Kelly-Frere from Canada-based studio J5 Design. They shared their experience working on the project ‘Braver Training Grounds: Customer Experience Design & Social Housing Organizations’ which earned them the global service design award best commercial project 2022.…

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#46 - Nudging Sustainability with Chu-Yi Vuong 47:10

1+ y ago47:10

47:10

Chu-Yi Vuong — winner of the Service Design Award 2022 for Best Student Project — came up with a service to nudge sustainable choices to consumers. We welcome her in our studio in Ghent to talk about her thesis, her journey into the world of service design and her job as a service designer at IBM iX. Learn how her innovative solution, "Save," can m…

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#45 - Activating agency with Leyla Acaroglu 35:58

2y ago35:58

35:58

We continue the keynote talk of Dr. Leyla Acaroglu backstage at the Service Design Global Conference in Copenhagen. We discuss sustainability, systemic change and most of all, actionable steps for us, service designers and humans to make a difference. Take in her inspiration for activating your agency.…

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#44 - Courage to design for good with Christina Melander and Peter Nørregård 39:19

2y ago39:19

39:19

In this episode, we share a heartfelt chat with two amazing people from the organising team of the Service Design Global Conference: Peter Nørregård from Playful Innovations and Christina Melander from the Danish Design Center. Tune in to discover what designing for good means for them, and why having courage as a designer is so important—now maybe…

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#43 - Time for a change with David Morgan and Stina Vanhoof 46:55

2y ago46:55

46:55

Tune in to this special episode where Stina and David pass the torch to Laurens and Jeroen and welcome them as new hosts of the Service Design Podcast. Listen to them reflecting on how Service Design has changed since the beginning of the podcast. We also talk about the change in hosts and what challenges Stina and David are taking on instead!…

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Journey mapping in tourism 21:27

2+ y ago21:27

21:27

Read more about the topic on the Smaply blog: Customer journey mapping in tourism Understanding gender to design tourism services: an interview with Sylvia Prunthaller저자 Isabel Grillmayr

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Ask Marc - managing CX across online and offline channels 27:04

2+ y ago27:04

27:04

Read more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about omnichannel experiences The basics of omnichannel experiences저자 Marc Stickdorn, Nicole Broeckling

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Ask Marc – becoming a human-centered organization 33:03

3y ago33:03

33:03

Read more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about human-centered organizations저자 Marc Stickdorn, Nicole Broeckling

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Service Design Global Conference 2021 coming soon 35:17

3y ago35:17

35:17

Next week the Service Design Global Conference 2021 will take place with again a great line-up! This years’ theme is ‘taking a stand’, we talked about the theme and other exciting stuff with two great people from the organising team: Ullah Jones and Agusta Callaway. Get excited about the conference and listen to the episode! Or let us convince you …

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Ask Marc – presenting journey maps 32:08

3y ago32:08

32:08

Read more about this topic on the Smaply blog: Interview transcript and slides: Ask Marc about presenting journey maps저자 Nicole Broeckling, Marc Stickdorn

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Journey mapping in marketing 14:54

3y ago14:54

14:54

Read more about the topic on the Smaply blog: Customer journey mapping in marketing저자 Nicole Broeckling

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Journey mapping in banking 21:28

3+ y ago21:28

21:28

Read more about the topic on the Smaply blog: Customer journey mapping in banking: what it is and how to get started Use Smaply to create banking journeys저자 Smaply

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Journey mapping in NGOs 13:04

3+ y ago13:04

13:04

Read more about the topic on the Smaply blog: Volunteer journey mapping: managing experiences with NGOs Create your own journey map on www.smaply.com Learn more about experience innovation on www.smaply.com/blog저자 Nicole Broeckling

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Journey mapping in SaaS 18:45

3+ y ago18:45

18:45

Read more about the topic on the Smaply blog: What is user journey mapping and how to create a user journey map? – for SaaS and beyond저자 Smaply

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Ask Marc – Service design workshops 38:48

3+ y ago38:48

38:48

In this session, we talked about service design workshops: how to run a successful service design workshop? What are the upsides and downsides of in-person workshops and digital workshops? And how to connect the two worlds together? Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-…

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Ask Marc – Measuring service design impact 38:56

3+ y ago38:56

38:56

How do you know if your service design project has been successful? How do you prove if your changes and improvements had impact? How can you use numbers to convince others of the effect of prior service design activities so you get budget for the next ones? In this session, we'll talk about measuring service design, the horrible experiences NPS an…

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Ask Marc – Methodology silos 33:25

4y ago33:25

33:25

People call ‘it’ service design, design thinking, (holistic) ux design, experience design, to name just a few. Sometimes, organizations even have different teams under these labels – although they actually do the same stuff. On the other side, what some organizations call ‘service design’ might be completely different to what others call ‘service d…

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Ask Marc – Stakeholder maps 29:44

4y ago29:44

29:44

In this session, we talked about the what and why of stakeholder maps, how to create and analyze them, and other types of system maps (value network maps and ecosystem maps). Also you'll get to know different use cases of stakeholder maps. Please find the video, transcript, screenshots and more resources on this episode onhttps://www.smaply.com/blo…

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Ask Marc – Journey map repositories 41:15

4+ y ago41:15

41:15

In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories Overview [05:30] Introduction …

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EPISODE 41 Service Design Award Winner 2019 Best Non-Profit 45:00

4+ y ago45:00

45:00

Twisted studio won the ‘professional non-profit’ service design award for their lean approach to service design and prototyping. The project they won the award for is called LaMA, short for Laboratoria Mobiele Alternatieven. A co-creative design process developed to find creative and simple solutions with great impact on mobility issues in small ci…

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Ask Marc – Customer experience research 34:22

4+ y ago34:22

34:22

In this session, we discussed how to research experiences of customers, employees, citizens or other stakeholders and use the data on journey maps. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-experience-research Overview [01:35] Introduction [07:15] How do you get to good…

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Ask Marc – Personas on journey maps 30:00

4+ y ago30:00

30:00

How to use multiple personas on one journey map to compare their experience? We also talk about stakeholder groups and learn how backstage activities and service blueprints are connected to personas. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-personas-on-journey-maps Ove…

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EPISODE 40: Tom Szaky at the Global Service Design Conference 26:02

4+ y ago26:02

26:02

Tom Szaky is CEO at Terracycle, a social enterprise on a mission to eliminate the idea of waste. Recently he founded a new company Loop, a global circular shopping platform that brings multi-use packaging into our daily shopping. Tom closed the Global Service Design Conference in Toronto with his talk ‘Loop: Solving for Disposability While Maintain…

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EPISODE 39: JOHN POWELL - We Have Met The Enemy and They Are Us 42:58

4+ y ago42:58

42:58

John Powell is design director at an agency focussed on Artificial intelligence for leading global enterprises and governments. John’s talk was titled ‘We Have Met The Enemy and They Are Us. He talked about the social challenges humans created over the years and how it is time for designers to take responsibility!!…

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Ask Marc – Personas 38:14

4+ y ago38:14

38:14

How do personas differ from market segments and other constructs, how to create and update them, and how to successfully embed them in organizations? Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-personas Overview [02:50] What are personas? [04:40] What is the difference be…

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EPISODE 38: Steph Hay on designing for trust 32:35

5y ago32:35

32:35

Steph Hay is VP design at Capital One an American bank. She opened the second day with her talk ‘Designing for Trust. Steph talked about the example of sesame street. In order for children to learn, they need to trust the person or puppet that thought them new stuff. Discover what Sesame Street and and the ‘I love you’ metric can teach you!…

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Ask Marc – Journey map operations 34:04

5y ago34:04

34:04

An introduction to journey map operations, a customer-centric management tool for agile organizations and dig into how to embrace this approach in their organizations. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-operations Overview [03:00] Workshop maps, proje…

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EPISODE 37: RELIVE THE TORONTO GLOBAL SERVICE DESIGN CONFERENC 1:15:34

5y ago1:15:34

1:15:34

Waw! What a great edition this year's conference! It was great to meet the familiar faces again, but also many new inspiring people. We walked around with our microphones again and bumped into many interesting designers from all over the world. We talked to the organisators of this year conference and the organisers of the 2020 edition in Copenhage…

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Ask Marc – Insights from the SDGC19 44:28

5y ago44:28

44:28

In this episode we talk about the Service Design Global Conference 2019, news from the service design field and learnings and insights from recent developments. Please find the video, transcript, screenshots, and more resources on this episode on https://www.smaply.com/blog/sdgc19-webinar Overview [03:00] How was your experience at the SDGC19? [06:…

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MINI EPISODE - SDGC19 CHRIS FERGUSON 31:10

5y ago31:10

31:10

You heard Chris Ferguson (Founder of service design agency Bridgeable) on this podcast before. We spoke to him as a visitor of the Service Design Global Conference, as a regular guest, as a winnen of and SD award and now as an organiser of the conference in Toronto. As always, Chris has many valuable insights to share and will get you excited for t…

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Mini episode - Anticipation for #SDGC19 20:51

5y ago20:51

20:51

In anticipation of the in Oktober we spoke to , one of the local organisers of the conference. Shannon is Senior Manager, Experience Design at and was Principle, Design and Research Director at . Listen to find out about the theme of the conference, what to look forward to and where to visit in Toronto.…

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EPISODE 35: PLAYMOBIL PRO WITH VICTORIA DOBBIE 30:01

5+ y ago30:01

30:01

A couple of months ago, we noticed an interesting video on Linkedin. In this video Playmobil announced their new toolkit for professionals. We spoke with Victoria Dobbie, project manager at sub-brand Playmobil Pro. She introduced us to the tool and the process of designing and bringing it into the market.…

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Ask Marc – Employee experience 35:22

5+ y ago35:22

35:22

How can employee experience help you bring service design to your organization and what projects you can tackle at the beginning? Please find the video, transcript, screenshots, and more resources on this episode on https://www.smaply.com/blog/ask-marc-employee-experience Overview [02:46] Is employee experience a good thing to start with service de…

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EPISODE 34: ARENA LIVE - THE FUTURE OF WORK 1:11:42

5+ y ago1:11:42

1:11:42

Increasing automation in our workplaces, demographic shifts and a customer-based economy are drastically changing the way we work. In order for people to keep up we will need a very different set of skills, particularly those that are unique to humans: imagination, creativity, curiosity, emotions and social relationships. How will we bring this ski…

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EPISODE 33: Award winner - Tesco Bank & Modern Human 52:00

5+ y ago52:00

52:00

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.…

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EPISODE 32: Award winner - Fjord & the West Midland Police 42:10

5+ y ago42:10

42:10

Fjord en West Midland Police won the award best in public sector for their project ‘Developing a police force’s digital experience for citizens’. We spoke with Giulio Fagiolini, who is visual design at Fjord and Kostja Paschalidis who was senior service design at Fjord and is now working as a freelancer.…

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EPISODE 31: Award winner public sector - Innovationguiden 37:34

5+ y ago37:34

37:34

Innovationsguiden won the Professional Non-Profit/Public Sector award. Innovationguiden is an ongoing project that aims to support and reinvigorate the Swedish public sector in collaboration with citizens through service design. This was done by providing various forms of support to municipalities, county councils and regions to work with user-driv…

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EPISODE 30: Transforming Cork County Council with Julianne Coughlan 39:38

6y ago39:38

39:38

Cork County Council is the second largest local authority in Ireland. They offer over 600 services to the civilians of Cork. This means they have an all-time challenge to deliver the best possible services for their customers. A few years ago, they came across Service Design, and started experimenting. They formed the Service rePublic team, and nev…

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EPISODE 29: ARENA LIVE - HUMAN CENTRED ORGANISATIONS 26:41

6y ago26:41

26:41

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 togethe…

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EPISODE 28: DESIGNING TO DELIVER - A CONFERENCE RECAP 57:58

6y ago57:58

57:58

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 conferen…

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EPISODE 27: MARC STICKDORN - TOOLS AND WAYS ON HOW TO IMPLEMENT SERVICE DESIGN IN LARGE ORGANISATIONS 50:41

6y ago50:41

50:41

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 an…

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