<p>What happens when a service design professional does their job well...</p><p>Usually? Absolutely nothing.</p><p>No organizational gears grind. No customers complain. No one panics.</p><p>You did your job, so the disaster simply stayed in your head instead of becoming a reality.</p><p>That’s the curse, though. No one's going to congratulate you for a crisis they didn't have to experience.</p><p>I sat down with Jin Wan and Chad Cheverier for the this episode of Inside Service Design to talk about this "great enabler" trap.</p><p>To make things practical, Jin had a great example about redesigning an onboarding journey. His biggest win wasn't a shiny new interface. It was moving a step in the verification process to the backend so nobody had to intervene manually. It saved the company (and customers) countless hours, but the solution itself is completely unseen.</p><p>Chad mentioned a similar struggle. Looking at his quarterly review and realizing he doesn't have many "shiny" deliverables to show. His best work was aligning teams and coaching PMs to do their jobs better, which doesn't look like a "deliverable".</p><p>So, how do you stay motivated when your best work is invisible and goes unnoticed? And more importantly, how do you sell the value of that work to the people holding the budget? </p><p>We unpack all of that in this episode.</p><p>If you had to make an estimate, how much of the work you do is "invisible"? Send me a quick reply and let me know.</p><p>Be well,</p><p>~ Marc</p><p><br /></p><p>--- [ 1. GUIDE ] --- </p><p>00:00 Welcome to February Round Up</p><p>05:00 Jin's path: From IT and HR to Marketing and CX </p><p>07:30 Chad's path: From photography to in-house design </p><p>10:45 What a CX professional does at a startup </p><p>11:45 Why you should ignore job titles </p><p>14:30 Jin’s digital onboarding in financial services </p><p>18:00 Why service design feels like internal consulting </p><p>24:35 Core competencies missing from design education </p><p>31:15 Navigating the "messy middle" of organizational change </p><p>39:00 Dealing with stakeholders who bake in solutions </p><p>45:30 The power of simplifying complex journey maps </p><p>52:00 Strategies for building internal resilience </p><p>58:45 Advice for aspiring in-house service designers</p><p><br /></p><p> --- [ 2. LINKS ] --- </p><ul><li><a href="https://www.linkedin.com/in/chadcheverier/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/chadcheverier/</a></li><li><a href="https://www.linkedin.com/in/wanjin/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/wanjin/</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://www.servicedesignshow.com/circle?utm_source=podcast&amp;utm_medium=podcast&amp;utm_campaign=inside_service_design&amp;utm_id=episode_description&amp;utm_term=february&amp;utm_content=ep_11" target="_blank" rel="ugc noopener noreferrer">⁠https://servicedesignshow.com/circle</a></p><p><br /></p><p>--- [4. FIND THE SHOW ON ] ---</p><ul><li>Youtube ~ <a href="https://go.servicedesignshow.com/inside-service-design-11-youtube" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/inside-service-design-11-youtube</a></li><li>Spotify ~ <a href="https://go.servicedesignshow.com/inside-service-design-11-spotify" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/inside-service-design-11-spotify</a></li><li>Apple ~ <a href="https://go.servicedesignshow.com/inside-service-design-11-apple" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/inside-service-design-11-apple</a></li><li>Snipd ~ <a href="https://go.servicedesignshow.com/inside-service-design-11-snipd" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/inside-service-design-11-snipd</a></li></ul>