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 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.
This year Service Design award for systemic change in education went to ‘Design Managers Australia (DMA)’ and Macquarie Primary School. We had the great opportunity to have both Mel Edwards, co-principal at DMA and Wendy Cave, principal at the Macquarie Primary school together on the show.
Chris is a Service Design Strategist, founder and CEO of the Canadian Design Agency Bridgeable. At Bridgeable they work with some of the largest organisations in sectors like healthcare, telecom and government. Together with their clients they deliver great customer experiences though designing organisational en service-system level changes inside 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.
Distributed
Blockchain is a distributed technology, a blockchain run on multiple nodes that can should on different physical locations. When one node is compromised, nothing in the blockchain is lost.
Immutable
The assets in a blockchain can not be duplicated or changed without recording the action to do that change. With a blockchain it’s not possible for two people to have two different instances of the same data.
Secure
On top of these aspects the security to access one asset in a blockchain is huge and each asset has its own security.
Transparent
A blockchain can be designed to be entirely transparent, recording and sharing every single transaction that happen in the blockchain.
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.
We chose blockchain as the topic for our latest ARENA event and we recorded the round table conversation with the speakers.
We were happy to join the Global Service Design conference again this year. During the conference we talked to speakers from all over the world, volunteers, organisers and many more. You can find a compilation of all these interviews and our own recap here.
Tanarra Schneider is group director at Fjord Chicago where she leads a large team of talented people. She loves keeping teams motivated to design new services and businesses. She is passionate about design as well as food, dancing and being a mom.
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.
INTERESTING LINKS
The Power of Ten - Ten years of Service Design conferences
Service Design Podcast is brought to you by David Morgan & Stina Vanhoof from Knight Moves and the Service Design Network
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.
Frederik Vincx is a Belgian social service designer. He graduated ten years ago and worked for six years in communication agencies as a designer. In the following four years he founded his own company Prezly, where he put his heart and soul in. After these ten years of hard work he wanted to shift his energy towards more meaningful challenges. Even though he really loved his job he felt that he should do something else that matters even more.
So he took the brave decision to go on a one year Social sabbatical. The word sabbatical might make you thing he is taking a rest but that’s definitely not the case! Fredrik is taking ten internships in one year in organisations he would like to do something meaningful for.
Esben Groendal is a Danish Service Designer working in Japan. He is a former Service Design master student at Aalborg University and the initiator of the Service Design Tour.
Virtual and augmented reality promise to change the way we perceive our surroundings, interact with each other, create, teach and play. As the technology evolves at stellar speeds, each day more and more opportunities open up for businesses, brands and organisations to connect with their customers. But it also leads to new questions. Will this new way of seeing blur the line between real life and virtual reality? And how will we design the best user experiences for it? In our second live episode we talk to Stijn Michiels and Demis Holvoet about VR, AR and Design.
We recorded a special bonus episode for Service Design Day at the first of June! This episode is a compilation of interviews with Service Design pioneers from all over the world. Together we talked about the status of Service Design in their continent and the cultural difference they experience.
Mark Willems is pedagogical employee in innovation and ICT integration at the Gemeenschapsonderwijs, in short GO!. A Belgian governmental institution that organises education in Flanders.
We personally know Mark and GO! because one year ago they came to us, at knight Moves, with the question ‘How can we provide the right tools for education in a rapid changing world?” Together we went on a journey of tackling this challenge. In collaboration with all stakeholders we developed a tool that changes the classroom into a place were every student can follow its own path, were students can learn more then the theory and were teachers are more like a coach to support the students in their learning.
Throughout the whole project there was a read treat, the vision of GO! to combine push & pull learning.
Sanne Kistemaker is co-founder of the service design company Muzus, and teacher at Industrial Design Engineering at the Delft University of Technology. Sanne founded Muzus, a user-centered design agency 10 years ago, together with her sister Neele. Over the years they evolved into a 10 person service design agency that creates products and services by providing insight in the world and motivations of people.
One of the approaches they use is contextmapping. Contextmapping is a method that has been developed at the Technical University of Delft, and allows researchers and designers to map the context around a certain subject.
During this interview we talked about the opportunities but also the disadvantages of co-creation, the values of the context mapping technique, service design in education and Sanne provides us with some concrete examples of projects at Muzus.
This is our first Arena episode! Arena is an event organised bij Knight Moves packed with inspiration, learnings and hands-on action on some of the most relevant design topics of today and tomorrow. Three times per year, we bring hot topics into the ARENA and invite two speakers to throw their expertise in the field from different perspectives. Besides that, different partners bring spectacular projects to the Marketplace, a place where guests get the chance to see, explore and experience the secrets of the topic in question. Inspiring evenings full of marvel and action, proudly brought to you by Knight Moves.
During the arena event we have a round table conversation with the two speakers in front of a large audience. We are recording this live and publish it as a special ‘live arena’ episode. The episodes will start with a small reflection of us on the topic and its relation to service design. We wil publish an Arena episode 3 times per year.
Frederik Kraft is Senior Expert Change & Transformation at Deutsche Telekom, one the world’s leading integrated telecommunications companies. Their core business is the operation and sale of networks and connections. To continue their succes Deutsche Telekom evolved from a traditional telephone company into an entirely new kind of service company.
Sophie Andersson is strategic designer at Transformator Design, a Stockholm based Service Design agency. At Transformator they design services based on customer needs and help organisations towards customer centricity. One of those organisations was the Swedish employment agency, together they won the service design award for systemic and cultural change in the public sector.
We were very pleased that we could involve Caroline Enevold, customer-driver business development manager at the employment agency in the interview as well. This shows what real service design is about, service designers working together with their clients as one team.
Gayle has recently completed a PhD at The Glasgow School of Art in which she responded as a researcher and a designer to difficulties young people who were leaving care and their workers experience when working together. For this work she was acknowledged with the first ever ‘service design award’ for best student project.
Gayle is a graphic designer by background, she got into Service design because of her interest in the impact she was creating with her graphic design work. She realised she had to better engage with people that would be using her designs to better understand their needs. That’s how she got into research but soon she realised she could not really use this in the commercial environments she was working in at that moment. Therefor she made the shift towards Service Design.
Kaarel Mikkin is de co-founder of service design & branding consultancy Brand Manual. An international agency establish in Tallinn and Stockholm that designs customer experiences. Brand Manual used to be a marketing company that saw the need to expand towards a service design agency.
“Service design is the new marketing”
Band manual won the service design award for best commercial project with their project That reinvented the bookstore for Apollo. They redesigned a bookstore into an inspiring entertainment environment, bringing books, music, a juice bar and even a cinema together under one brand. This resulted in a customer centric experience and increased the amount of customers with 200%.
Erik Flowers is the Principal Service Experience Designer at Intuit, and Megan Miller is a Senior Service Designer for Stanford University’s central IT organisation. Together they are the founders of Practical Service Design.
In this episode they explained the importance of the word “practical” in the service design community, and the need for a channel to get people who are new to service design on board. We also talked about the use of data and making something meaningful out of it, and they explained their approach to service design as building bridges between the different silos. They also shared their experience as in-house designers, and we discussed the advantages and disadvantages of this role as opposed to an outside consultant.
I do think that if organisations want to make a lasting change and transformation they need to bring design in-house, but I also think we need that budget for the agency and the third party to come in, because when I’m in-house, I can’t do the radical shake up that an agency could do coming in.
- Megan Miller -
People with a service design toolset in any company can build the bridges between the different silos, smooth out the internal scene, get the information flowing and have a higher-level view, like a bit higher altitude and watch what’s going on at multiple silos at once and coordinate between them. […] That’s why our logo for Practical Service Design is a hot air balloon.
- Erik Flowers -
With our mobile podcast studio we walked around the Global Service Design Conference and bumped into some very inspirational people! We talked to speakers, volunteers, visitors, chapter builders and many more, all coming from different parts of the world from Japan to Sweden.
But one thing they all had in common; they were all passionate about service design!
Relive the conference here!
INSPIRATIONAL PEOPLE YOU CAN LISTEN TO IN THIS PODCAST:
Sarah Schulman
Partner at Inwithforward - Speaker and nominee
Erik Roscam Abbing
Managing director at livework - Conference host
Birgit Mager
President of Global Service design network
Katie Koch
UX designer at Spotify - Speaker
Kevin Fox
Service design intern at Nile - Volunteer
Jesse Grimes
Management board member SDN
Hatem Elnaggar
Service design director at Iwan designs - Visitor
Cathy Huang
Founder of ChinaBridge - Speaker
Thomas Schönheit
Managing partner at Whitespring Service Design Thinking - Visitor
Sophie Knight
Design Researcher at STBY - Visitor
Kautsar Anggakara
Design research lead at Pulse lab Jakarta - Speaker
Maya Macbeth
Glasgow School of Art graduate - Volunteer
Jamin Hegemai
Head of Service design Adaptive path - Visitor
Simon David Chatworthy
Professor in Service Design - Visitor
Alexander Koste
Service Designer at Screen Interaction - Visitor
Diane Shen
Reporter Taiwan SDN Chapter - Visitor
And if you're interested in Kingdom, you can find more information on http://www.kingdomcards.be
Simone Carrier in head of service design at FutureGov, that focusses on service design project for governments. Together we talked about what service design means to governments, what the differences are between government over the whole world and how service design will evolve in the future. Simone also gave some great insight tips on who they successfully run these project at FutureGov.
Discover more insights about this conversation
Our experiences are so shaped by services like Deliveroo, Uber, WhatsApp, snapchat, and Instagram. We are used to receiving really good services. But if you want a new passport or do your tax declaration it brings tears in my eyes because its so complicated
- Simone carrier -
Interesting links:
Linkedin: https://uk.linkedin.com/in/simone-carrier-0050a936
Twitter: @simonecarrier
FutureGov website: http://www.wearefuturegov.com