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:
Partner at Inwithforward - Speaker and nominee
Erik Roscam Abbing
Managing director at livework - Conference host
President of Global Service design network
UX designer at Spotify - Speaker
Service design intern at Nile - Volunteer
Management board member SDN
Service design director at Iwan designs - Visitor
Founder of ChinaBridge - Speaker
Managing partner at Whitespring Service Design Thinking - Visitor
Design Researcher at STBY - Visitor
Design research lead at Pulse lab Jakarta - Speaker
Glasgow School of Art graduate - Volunteer
Head of Service design Adaptive path - Visitor
Simon David Chatworthy
Professor in Service Design - Visitor
Service Designer at Screen Interaction - Visitor
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 -
Jesse Grimes has been practicing service design from the very beginning of its existence. He’s a senior service designer at Informaat and plays an important role in the service design community as management board member of the Service design network and as Editor-in-Chief of Touchpoint. Jesse explains how service design became a well established discipline in lots of different disciples around the whole globe, he shares his experience on visiting China. We also talked about the importance of building a netwerk around service that is broader then the practitioners itself but needs to contain buying for all different discplens as well.