Navigating Change and Building Impact / Inside Service Design / Ep. #01
APR 17, 202563 MIN
Navigating Change and Building Impact / Inside Service Design / Ep. #01
APR 17, 202563 MIN
Description
<p>Who are they...</p><p>I know there are many out there and you could very well be one of them.</p><p>I'm talking about the unsung heroes who do the hard work of making the services around us a little bit better each and every day. </p><p>It might sound a little bit silly, but I feel that we don't know enough what it's like to do service design on a day to day basis.</p><p>Sure, we often hear about inspiring theories, useful frameworks and great case studies. </p><p>But somehow we rarely get to see the honest, unpolished and messy side of our work.</p><p>Well, that's about to change!</p><p>We're starting an new series here on the Show. A series where we dive deep into the actual practice of service design. About time, right? ;)</p><p>You'll hear two guests, both experienced in-house service design professionals, talk about their hard-won lessons, how they measure success, the indispensable skills to do their work well and much more.</p><p>In this first episode, I'm joined by Shelby Bower and Nicole Bennett who both, as you'll quickly hear, bring a wealth of experience and practical wisdom to the conversation.</p><p>So if you want compare if you're doing service design in a way that aligns with your fellow practitioners, and maybe learn a thing or two from their approach, this series is for you.</p><p>Which question would you ask a fellow service design professional? Let me know and maybe I'll be able to weave it in into the next episode.</p><p>~ Marc</p><p><br /></p><p>--- [ 1. GUIDE ] --- </p><p>00:00 Welcome to this episode</p><p>01:30 Introducing Shelby</p><p>05:00 Introducing Nicole</p><p>11:00 Nicole Definition of Success</p><p>13:30 Shelby's Success Metrics</p><p>17:30 Tracking Progress</p><p>21:45 Nicole's Dinner Table Session</p><p>23:30 Topic Choice (Nicole)</p><p>24:30 Shelby's Session Topic</p><p>26:00 Topic Choice (Shelby)</p><p>27:45 Nicole's Key Takeaways</p><p>30:45 Shelby's Key Moments</p><p>34:45 Shelby's Written Takeaway</p><p>36:00 Nicole's Post-Session Impact</p><p>38:30 In-House Design Misconceptions</p><p>43:30 Nicole's In-House Design Truth</p><p>46:30 In-House vs. Agency</p><p>50:30 Becoming Indispensable In-House</p><p>54:30 Shelby's Motivation (Burnout)</p><p>57:30 Nicole's Motivation</p><p>59:30 Nicole's Advice</p><p>59:45 Shelby's Advice</p><p><br /></p><p> --- [ 2. LINKS ] --- </p><ul><li>Shelby's LinkedIn - <a href="https://www.linkedin.com/in/shelbybower/ " target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/shelbybower/ </a></li><li>Nicole's LinkedIn - <a href="https://www.linkedin.com/in/nicolerosebennett/ " target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/nicolerosebennett/ </a></li></ul><p><br /></p><p> --- [ 3. CIRCLE ] --- </p><p>Join our private community for in-house service design professionals. </p><p><a href="https://servicedesignshow.com/circle" target="_blank" rel="ugc noopener noreferrer">https://servicedesignshow.com/circle</a></p><p><br /></p>
![<p>Who are they...</p><p>I know there are many out there and you could very well be one of them.</p><p>I'm talking about the unsung heroes who do the hard work of making the services around us a little bit better each and every day. </p><p>It might sound a little bit silly, but I feel that we don't know enough what it's like to do service design on a day to day basis.</p><p>Sure, we often hear about inspiring theories, useful frameworks and great case studies. </p><p>But somehow we rarely get to see the honest, unpolished and messy side of our work.</p><p>Well, that's about to change!</p><p>We're starting an new series here on the Show. A series where we dive deep into the actual practice of service design. About time, right? ;)</p><p>You'll hear two guests, both experienced in-house service design professionals, talk about their hard-won lessons, how they measure success, the indispensable skills to do their work well and much more.</p><p>In this first episode, I'm joined by Shelby Bower and Nicole Bennett who both, as you'll quickly hear, bring a wealth of experience and practical wisdom to the conversation.</p><p>So if you want compare if you're doing service design in a way that aligns with your fellow practitioners, and maybe learn a thing or two from their approach, this series is for you.</p><p>Which question would you ask a fellow service design professional? Let me know and maybe I'll be able to weave it in into the next episode.</p><p>~ Marc</p><p><br /></p><p>--- [ 1. GUIDE ] --- </p><p>00:00 Welcome to this episode</p><p>01:30 Introducing Shelby</p><p>05:00 Introducing Nicole</p><p>11:00 Nicole Definition of Success</p><p>13:30 Shelby's Success Metrics</p><p>17:30 Tracking Progress</p><p>21:45 Nicole's Dinner Table Session</p><p>23:30 Topic Choice (Nicole)</p><p>24:30 Shelby's Session Topic</p><p>26:00 Topic Choice (Shelby)</p><p>27:45 Nicole's Key Takeaways</p><p>30:45 Shelby's Key Moments</p><p>34:45 Shelby's Written Takeaway</p><p>36:00 Nicole's Post-Session Impact</p><p>38:30 In-House Design Misconceptions</p><p>43:30 Nicole's In-House Design Truth</p><p>46:30 In-House vs. Agency</p><p>50:30 Becoming Indispensable In-House</p><p>54:30 Shelby's Motivation (Burnout)</p><p>57:30 Nicole's Motivation</p><p>59:30 Nicole's Advice</p><p>59:45 Shelby's Advice</p><p><br /></p><p> --- [ 2. LINKS ] --- </p><ul><li>Shelby's LinkedIn - <a href="https://www.linkedin.com/in/shelbybower/ " target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/shelbybower/ </a></li><li>Nicole's LinkedIn - <a href="https://www.linkedin.com/in/nicolerosebennett/ " target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/nicolerosebennett/ </a></li></ul><p><br /></p><p> --- [ 3. CIRCLE ] --- </p><p>Join our private community for in-house service design professionals. </p><p><a href="https://servicedesignshow.com/circle" target="_blank" rel="ugc noopener noreferrer">https://servicedesignshow.com/circle</a></p><p><br /></p>](https://us-central1-podcastguru-217d6.cloudfunctions.net/gcf_get_image?image_url=https://is1-ssl.mzstatic.com/image/thumb/Podcasts126/v4/44/82/12/4482120c-859a-b927-ee5e-712692c98f67/mza_2086360667211686713.jpg/600x600bb.jpg&width=300&height=300&api_key=xqFmUFX5BHLBTA)
