What's one of the key ingredients of service design?

It's the fact that we take a holistic view. A view which spans different channels and many touchpoints.

Designing with this holistic perspective in mind is often challenging enough considering that most companies aren't organized in a way that supports it.

But what if I told you that you can (and probably should) go even further.

What if you take a perspective on the solutions you put into the world that doesn't just span a single service but spans... generations. Generations?! 

Yes, I'm talking about generations of customers, employees, citizens, children, etc.

You can imagine that the first time Bisi Williams shared this idea with me I had many questions.

How do you make such an audacious goal tangible? How do you get your clients to buy into this vision? Does it require a different design process?

Bisi is the co-founder of the Massive Change Network and they have made it their mission to work on solutions for the biggest challenges we face today.

The conversation with Bisi was super inspiring with many encouraging examples of what's possible. Especially considering what's going on in our world right now.

I'm confident that through this episode you'll discover how thinking about the next 7 generations helps you to design better solutions today.

This is one of those topics that you don't get exposed to often in your day to day. For me conversations like this are the most valuable ones as they expand my horizon of what's possible.

--- [ GUIDE ] -—

00:00 Welcome to episode 146
05:30 Who is Bisi
10:00 60 second rapid fire
12:45 A platform for massive change
15:15 The journey
18:45 The current state
25:15 Leaving space for possibility
28:15 What's the biggest difference
32:45 Making it actionable
37:45 Learning to dream again
42:45 Be humble
46:45 Commercial interst
52:00 What does it take
55:45 Biggest lesson
57:45 Closing thoughts

--- [ LINKS ] ---

* https://www.linkedin.com/in/bisiwilliams/
* https://www.massivechangenetwork.com
* https://go.servicedesignshow.com/health2049
* https://www.artic.edu/artworks/196505/guateamala-posters
* https://brucemaustudio.com/projects/guateamala/
* The Sun Also Rises (book) - https://amzn.to/3IQ6IlM

--- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] ---
Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.

https://servicedesignshow.com/selling

Designing for the next 7 generations/ Bisi Williams / Episode #146

What does it actually mean to be winning in service design? A question I think we don't ask ourselves often enough.

Because when you put your entire heart and soul into delivering a great project but the results aren't adopted by the organization, can you say that it was a success?

Most service design professionals I know genuinely want to make a tangible impact on the people and organizations they work with.

This means that your work can't stop at the research or idea stage. If the recommendations aren't operationalized, that amazing journey map you've created isn't worth a lot.

So how do you increase the likelihood that your work makes it into the real world? Well, in this episode, Markus Hohl, the global head of service design at JP Morgan, shares his approach.

The conversation with Markus shows again that we often tend to overcomplicate things. The encouraging thing is that you should actually do less, not more, to be more impactful.

Markus has found that by doubling down on just 3 simple things, he can get way more done inside the organization.  Once you see what they are, it all makes sense as it goes with these things. But it can take years before you gain this clarity.

What I found really valuable is that Markus brings the agency and in-house perspective. As you'll hear, both have their advantages and drawbacks.

As always, enjoy and keep making a positive impact :)

--- [ 1. GUIDE ] -—

00:00 Welcome to episode 147
04:50 Who is Markus
05:20 60 second rapid fire
08:00 The journey
14:00 Roles and responsibilities
19:15 How do you know you're winning
23:45 It doesn't go anywhere
27:30 When service design works
30:00 Benefit of the doubt
35:00 Selling the work
41:00 The biggest hurdles
44:15 This gives confidence
47:00 The future of agencies
49:15 Closing thoughts

--- [ 2. LINKS ] ---

* https://www.linkedin.com/in/markushohl/
* Sapiens: A Brief History of Humankind (book): https://amzn.to/3veH2dD

--- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] ---

For more information and instructions on how to apply head over to:
https://servicedesignshow.com/selling

How to make tangible impact through service design? / Markus Hohl / Episode #147

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