Podcasts about service design doing

Play Episode Listen Later Jul 11, 2023 49:48

Alvin Schexnider is an emancipatory designer and a business operations strategist who helps institutions become more effective, just, citizen-centered, and innovative. He has 15 years of experience in leadership across design, strategy, equity, and business operations in the government, nonprofit and for-profit spaces. Currently he is a part of Capital One's Equity and Design team as a senior equity design strategist. Outside his day-to-day work, he runs GraffitiVersal, an organization that makes resources to inspire, elevate, and catalyze change. GraffitiVersal's latest release is called A Continuum of Freeing Design and Vigorous Futures, a card deck detailing an approach for designing for both equitable and just outcomes in the present, and for thriving worlds in the future. We talk about bringing human-centered design to operations and human resources. Listen to learn about: Alvin's roundabout road into design Alvin's experiences at the Greater Good Studio Using design at the Illinois Department of Health during the COVID-19 pandemic Alvin's role as Senior Equity Design Strategist at Capital One Our Guest Alvin (he/him) is a designer, futurist, strategist, and illustrator. He's a right brain / left brained DesignOps leader, with 10 + years of tri-sector people management, who uses foresight and equity to build and vitalize impactful organizations. He leverages his 15 years of experience and leadership across strategy & business operations, multidisciplinary design (service design, human-centered design, equity design), and org change to drive concepting, adoption, and implementation of major initiatives. At present, he is a Manager, Design Practice & Equity Design on Capital One's Experience Strategy & Operations Team; previously, he was Sr. Equity Design Strategist in its Equity by Design Program. Before this role, he was Chief People Officer of the Illinois Department of Human Services (IDHS - agency budget of $9 Billion), focused on improving the experience of 14,000 staff while leading a department of 130 people, and before that, he was also Senior Operations Lead for IDHS focusing on strategy, bizops, and service design projects. Alvin began to build capacity in human-centered design as the first Director of Design Operations at Greater Good Studio, a human-centered design firm that works with global foundations, government agencies, and national NGOs. Outside of his day job, Alvin is also Founder & Organizer of GraffitiVersal — an emancipatory lab using design, art, foresight, & Afrofuturism for change. GraffitiVersal's Racial DeckEquity Cardset & Continuum of Freeing Design & Vigorous Futures CardDeck have been used at organizations such as: Meta, LAB at OPM, Univ. of Chicago, and Slalom Consulting. He's also the author of A Kids Book About Radical Dreaming (via A Kids Co.) and is currently writing & illustrating his first Afrofuturist graphic novel for middle schoolers through the Sequential Artists Workshop's Graphic Novel Intensive. Besides hanging with his partner and 2 kids, you'll find him reading N.K. Jemisin or a Black Panther comic book. Show Highlights [00:39] Alvin's love of art and storytelling started early, as a kid creating his own comics. [05:06] Starting college as a PolySci major with plans to be a lawyer. [07:18] The moment Alvin realized he didn't want to pursue law as a career. [07:56] Moving on to business management studies, and his time in Beijing. [09:02] Starting his business career at Abbott Laboratories and returning to China. [13:21] Sidestepping away from for-profit into mission-driven and non-profit spaces. [15:14] Realizing he had a knack for business operations and systems thinking. [16:47] How his time as Director of Operations at Greater Good Studio transformed his thinking and started him on his own path into design. [21:07] Immersing himself in design spaces and in learning design. [21:57] Taking all he'd learned about human-centered design into his next job — COO of Erie Neighborhood House Services. [23:52] Getting recruited to work for the Illinois Department of Human Services. [27:10] During the COVID-19 pandemic, Alvin used design to help shape the department's response. [29:19] Redesigning policies and spaces to keep staff healthy as essential workers. [35:27] Taking over as the head of HR for the department, and working on improving employee experience. [38:33] Alvin's current role as the Senior Equity Design Strategist for Capital One's Equity by Design team. [43:06] You don't have to be an official designer to use design in your work. Links Alvin Schexnider on LinkedIn Alvin Schexnider on Medium GraffitiVersal GraffitiVersal on Instagram A Kids Book About Radical Dreaming (A Kids Co Publishing) by Alvin Schexnider - recently released! Wakanda Forever - A Film Review - Human Futures Magazine AIGA Chicago Podcast - Designing For: Equity Interview with Slalom Consulting Continuum Deck of Freeing Design & Vigorous Futures Traveling through the spacetime continuum to escape racism Books Recommendations Kindred, by Octavia Butler We Do This Til We Free Us, by Mariame Kaba Black Panther: A Nation Under Our Feet, by Ta Nehisi Coates Design Justice: Community-Led Practices to Build the Worlds We Need, by Sasha Costanza-Chock This is Service Design Doing, by Marc Stickdorn, Markus Hormess, and Adam Lawrence Afrofuturism: The World of Black Sci-Fi and Fantasy Culture, by Ytasha Womack Far Sector, by N.K. Jemisin Employee Experience: Develop a Happy, Productive and Supported Workforce for Exceptional Individual and Business Performance, by Ben Whittier Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown Good Services: How to Design Services that Work, by Louise Downe Drawn Together, by Minh Lê and Dan Santat Other Design Thinking 101 Episodes You Might Like Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 Critical and Emancipatory Design Thinking with Lesley-Ann Noel — DT101 E57 5.5 Things Every Designer Should Know About: The Opioid Overdose Epidemic (Part 1) with Stacy Stanford — DT101 E102

Operations + Human Centered Design + Art with Alvin Schexnider — DT101 E116

Play Episode Listen Later Jul 11, 2023 49:48

Alvin Schexnider is an emancipatory designer and a business operations strategist who helps institutions become more effective, just, citizen-centered, and innovative. He has 15 years of experience in leadership across design, strategy, equity, and business operations in the government, nonprofit and for-profit spaces. Currently he is a part of Capital One's Equity and Design team as a senior equity design strategist. Outside his day-to-day work, he runs GraffitiVersal, an organization that makes resources to inspire, elevate, and catalyze change. GraffitiVersal's latest release is called A Continuum of Freeing Design and Vigorous Futures, a card deck detailing an approach for designing for both equitable and just outcomes in the present, and for thriving worlds in the future. We talk about bringing human-centered design to operations and human resources. Listen to learn about: Alvin's roundabout road into design Alvin's experiences at the Greater Good Studio Using design at the Illinois Department of Health during the COVID-19 pandemic Alvin's role as Senior Equity Design Strategist at Capital One Our Guest Alvin (he/him) is a designer, futurist, strategist, and illustrator. He's a right brain / left brained DesignOps leader, with 10 + years of tri-sector people management, who uses foresight and equity to build and vitalize impactful organizations. He leverages his 15 years of experience and leadership across strategy & business operations, multidisciplinary design (service design, human-centered design, equity design), and org change to drive concepting, adoption, and implementation of major initiatives. At present, he is a Manager, Design Practice & Equity Design on Capital One's Experience Strategy & Operations Team; previously, he was Sr. Equity Design Strategist in its Equity by Design Program. Before this role, he was Chief People Officer of the Illinois Department of Human Services (IDHS - agency budget of $9 Billion), focused on improving the experience of 14,000 staff while leading a department of 130 people, and before that, he was also Senior Operations Lead for IDHS focusing on strategy, bizops, and service design projects. Alvin began to build capacity in human-centered design as the first Director of Design Operations at Greater Good Studio, a human-centered design firm that works with global foundations, government agencies, and national NGOs. Outside of his day job, Alvin is also Founder & Organizer of GraffitiVersal — an emancipatory lab using design, art, foresight, & Afrofuturism for change. GraffitiVersal's Racial DeckEquity Cardset & Continuum of Freeing Design & Vigorous Futures CardDeck have been used at organizations such as: Meta, LAB at OPM, Univ. of Chicago, and Slalom Consulting. He's also the author of A Kids Book About Radical Dreaming (via A Kids Co.) and is currently writing & illustrating his first Afrofuturist graphic novel for middle schoolers through the Sequential Artists Workshop's Graphic Novel Intensive. Besides hanging with his partner and 2 kids, you'll find him reading N.K. Jemisin or a Black Panther comic book. Show Highlights [00:39] Alvin's love of art and storytelling started early, as a kid creating his own comics. [05:06] Starting college as a PolySci major with plans to be a lawyer. [07:18] The moment Alvin realized he didn't want to pursue law as a career. [07:56] Moving on to business management studies, and his time in Beijing. [09:02] Starting his business career at Abbott Laboratories and returning to China. [13:21] Sidestepping away from for-profit into mission-driven and non-profit spaces. [15:14] Realizing he had a knack for business operations and systems thinking. [16:47] How his time as Director of Operations at Greater Good Studio transformed his thinking and started him on his own path into design. [21:07] Immersing himself in design spaces and in learning design. [21:57] Taking all he'd learned about human-centered design into his next job — COO of Erie Neighborhood House Services. [23:52] Getting recruited to work for the Illinois Department of Human Services. [27:10] During the COVID-19 pandemic, Alvin used design to help shape the department's response. [29:19] Redesigning policies and spaces to keep staff healthy as essential workers. [35:27] Taking over as the head of HR for the department, and working on improving employee experience. [38:33] Alvin's current role as the Senior Equity Design Strategist for Capital One's Equity by Design team. [43:06] You don't have to be an official designer to use design in your work. Links Alvin Schexnider on LinkedIn Alvin Schexnider on Medium GraffitiVersal GraffitiVersal on Instagram A Kids Book About Radical Dreaming (A Kids Co Publishing) by Alvin Schexnider - recently released! Wakanda Forever - A Film Review - Human Futures Magazine AIGA Chicago Podcast - Designing For: Equity Interview with Slalom Consulting Continuum Deck of Freeing Design & Vigorous Futures Traveling through the spacetime continuum to escape racism Books Recommendations Kindred, by Octavia Butler We Do This Til We Free Us, by Mariame Kaba Black Panther: A Nation Under Our Feet, by Ta Nehisi Coates Design Justice: Community-Led Practices to Build the Worlds We Need, by Sasha Costanza-Chock This is Service Design Doing, by Marc Stickdorn, Markus Hormess, and Adam Lawrence Afrofuturism: The World of Black Sci-Fi and Fantasy Culture, by Ytasha Womack Far Sector, by N.K. Jemisin Employee Experience: Develop a Happy, Productive and Supported Workforce for Exceptional Individual and Business Performance, by Ben Whittier Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown Good Services: How to Design Services that Work, by Louise Downe Drawn Together, by Minh Lê and Dan Santat Other Design Thinking 101 Episodes You Might Like Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 Critical and Emancipatory Design Thinking with Lesley-Ann Noel — DT101 E57 5.5 Things Every Designer Should Know About: The Opioid Overdose Epidemic (Part 1) with Stacy Stanford — DT101 E102

Ep. 54 Design Thinking in Healthcare with Dr. Gregg Khodorov

BackTable Innovation

Play Episode Listen Later Jul 7, 2023 41:41

In this episode, host Dr. Aaron Fritts interviews interventional radiologist Dr. Gregg Khodorov about design thinking to improve healthcare outcomes, getting involved with innovation as a trainee, and ways to successfully advocate for idea implementation. --- CHECK OUT OUR SPONSOR RADPAD® Radiation Protection https://www.radpad.com/ --- EARN CME Reflect on how this Podcast applies to your day-to-day and earn free AMA PRA Category 1 CMEs: https://earnc.me/88AWhz --- SHOW NOTES Dr. Khodorov was introduced to design thinking when he was pursuing his MBA before medical school. Design thinking revolves around the idea of human-centered design, and it is useful when thinking about healthcare outcomes. The process involves a combination of the scientific process and creative elements. In medical school, Dr. Khodorov led a student organization that taught innovation concepts and encouraged his classmates to explore the entrepreneurship space. The doctors review examples of good and bad designs, such as pill packs instead of orange pill bottles, the confusing EpiPen drug delivery system, the automated voice system on AEDs, and instructions for scrub machines. Then, they focus on design projects that Dr. Khodorov has been working on during his residency. During his intern year, he introduced design thinking to surgical didactic conferences. As an IR resident, he has embarked on collaboration projects with industrial design students to improve the angio suite. One of these improvements was ceiling-mounted lighting that improves visibility during procedures. Dr. Khodorov believes that valuable insights can be offered by people outside of medicine, since they often question the status quo of healthcare and can generate ideas to solve efficiency and safety problems. He notes that it is important to judge two specific characteristics of each idea– effort and impact. The best ideas are the ones with the lowest effort and the highest impact. The next step is to convince stakeholders to accept and invest in the idea. It is helpful to find key performance indicators, forecast numerical outcomes, and identify mentors who will champion the idea. Pitching an idea as a quality improvement initiative is a great way to get dedicated time to work on the project, although it is important to pay attention to institutional policies about intellectual property. Throughout the episode, Dr. Khodorov shares some of his favorite innovation resources, including conferences, workshops and books. --- RESOURCES Health Design Lab: https://www.healthdesignlab.com/ Health Design Thinking: https://www.amazon.com/Health-Design-Thinking-Creating-Products/dp/0262539136 Google Ventures: https://www.gv.com/ This is Service Design Doing: https://www.thisisservicedesigndoing.com/

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Florian Bailey 'Service Design Secrets: Elevating Michelin Dining'

Bringing Design Closer with Gerry Scullion

Play Episode Listen Later Jun 15, 2023 59:43

Earlier this year, I attended a conference in Nuremberg called Teaming with AI, run by my good friends, Markus Edgar Hormess, Adam Lawrence from WorlPlayExperience and also today's guest, Florian Bailey. The day before the event, myself and Florian spent some time together and hung out and explored the office where he was based. In passing, Florian mentioned he also was co-founder of Etz a 2-Star Michelin restaurant. I actually thought he was joking, but no, one of his businesses was the most incredible restaurant. The reason why I thought he was joking was, I've watched those documentaries on how demanding these types of restaurants can be - and I knew Florian was already super busy with his User Centered Strategy business, Nurenberg Festival etc The next day, at the event, Etz provided all the food. The food was extremely special but that wasn't the bit that I was most interested in. I was interested in the journey that Florian and his co-founder went on to get to this point. I mentioned that I had walked around the office space, well this is the same space that Markus and Adam use for their amazing This is Service Design Doing workshops from time to time. But it's also the same space that Florian used to test the prototype for the restaurant - where was the line of visibility, the line of interaction. I wanted to drill a little deeper into these areas and learn more about that journey, what worked, what didn't work. So if you're looking for an awesome example of a world-class business that utilises service design methods - look no further. https://etzrestaurant.com/ https://www.linkedin.com/in/florian-bailey-b301512 This is HCD Links Coaching and Mentoring https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers Video Courses Service Design : https://www.thisishcd.com/courses/video-on-demand-introduction-to-human-centered-service-design-using-journey-mapping Visualisation Methods for Change Makers: https://www.thisishcd.com/courses/visualisation-methods-for-change-makers Service Blueprint Essentials: https://www.thisishcd.com/courses/service-blueprint-essentials Journey Mapping Fundamentals: https://www.thisishcd.com/courses/journey-mapping-fundamentals Stakeholder Mapping Essentials: https://www.thisishcd.com/courses/stakeholder-mapping-essentials Become a Patron (Ad-Free Stream) https://www.thisishcd.com/become-a-patron Join our newsletter https://www.thisishcd.com/community/stay-up-to-date-with-this-is-hcd Free email guides 7 Days of Awesome Journey Map Tips: https://www.thisishcd.com/landing/7-day-killer-journey-mapping-tips Our partner links Webflow is our web partner https://webflow.grsm.io/o6ox60tdryl2 Descript powers out production https://www.descript.com/?lmref=eXj7zA CastUp edits our shows http://app.usecastup.com/podcaster-school I prepare notes with Speechify https://share.speechify.com/mzuLDOo All music on this podcast is from our pro level Artist account - and we love them for it! https://artlist.io/Gerry-292475 Learn more about your ad choices. Visit megaphone.fm/adchoices

ai service design secrets artist florian michelin elevating dining changemakers nuremberg teaming adam lawrence service design doing

Florian Bailey 'Service Design Secrets: Elevating Michelin Dining'

Play Episode Listen Later Jun 15, 2023 59:58

Earlier this year, I attended a conference in Nuremberg called Teaming with AI, run by my good friends, Markus Edgar Hormess, Adam Lawrence from WorlPlayExperience and also today's guest, Florian Bailey. The day before the event, myself and Florian spent some time together and hung out and explored the office where he was based. In passing, Florian mentioned he also was co-founder of Etz a 2-Star Michelin restaurant. I actually thought he was joking, but no, one of his businesses was the most incredible restaurant. The reason why I thought he was joking was, I've watched those documentaries on how demanding these types of restaurants can be - and I knew Florian was already super busy with his User Centered Strategy business, Nurenberg Festival etc The next day, at the event, Etz provided all the food. The food was extremely special but that wasn't the bit that I was most interested in. I was interested in the journey that Florian and his co-founder went on to get to this point. I mentioned that I had walked around the office space, well this is the same space that Markus and Adam use for their amazing This is Service Design Doing workshops from time to time. But it's also the same space that Florian used to test the prototype for the restaurant - where was the line of visibility, the line of interaction. I wanted to drill a little deeper into these areas and learn more about that journey, what worked, what didn't work. So if you're looking for an awesome example of a world-class business that utilises service design methods - look no further. https://etzrestaurant.com/ https://www.linkedin.com/in/florian-bailey-b301512 This is HCD Links Coaching and Mentoring https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers Video Courses Service Design : https://www.thisishcd.com/courses/video-on-demand-introduction-to-human-centered-service-design-using-journey-mapping Visualisation Methods for Change Makers: https://www.thisishcd.com/courses/visualisation-methods-for-change-makers Service Blueprint Essentials: https://www.thisishcd.com/courses/service-blueprint-essentials Journey Mapping Fundamentals: https://www.thisishcd.com/courses/journey-mapping-fundamentals Stakeholder Mapping Essentials: https://www.thisishcd.com/courses/stakeholder-mapping-essentials Become a Patron (Ad-Free Stream) https://www.thisishcd.com/become-a-patron Join our newsletter https://www.thisishcd.com/community/stay-up-to-date-with-this-is-hcd Free email guides 7 Days of Awesome Journey Map Tips: https://www.thisishcd.com/landing/7-day-killer-journey-mapping-tips Our partner links Webflow is our web partner https://webflow.grsm.io/o6ox60tdryl2 Descript powers out production https://www.descript.com/?lmref=eXj7zA CastUp edits our shows http://app.usecastup.com/podcaster-school I prepare notes with Speechify https://share.speechify.com/mzuLDOo All music on this podcast is from our pro level Artist account - and we love them for it! https://artlist.io/Gerry-292475 Learn more about your ad choices. Visit megaphone.fm/adchoices

ai service design secrets artist florian michelin elevating dining changemakers nuremberg teaming adam lawrence service design doing

Marc Stickdorn 'Exploring Zoom Levels and understanding Journey Map Ops in greater detail'

Play Episode Listen Later Jan 26, 2022 17:18 Transcription Available

Feb 1 - Journey Map Operations: https://www.thisisdoing.com/courses/journey-map-ops-february-2022 In this episode, Ben MacLaren speaks with Marc Stickdorn (main author of the seminal service design books, This is Service Design Thinking and This is Service Design Doing) about understanding zoom levels and how this related to Marc's framework for Journey Map Operations. The framework helps teams and organisations work better together to manage innovation projects and bridge between organisational silos. Doing Design Festival / https://www.thisisdoing.com/the-doing-design-festival Training / https://www.thisisdoing.com See omnystudio.com/listener for privacy information.

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Marc Stickdorn 'Exploring Zoom Levels and understanding Journey Map Ops in greater detail'

Play Episode Listen Later Jan 26, 2022 17:18 Transcription Available

Feb 1 - Journey Map Operations: https://www.thisisdoing.com/courses/journey-map-ops-february-2022 In this episode, Ben MacLaren speaks with Marc Stickdorn (main author of the seminal service design books, This is Service Design Thinking and This is Service Design Doing) about understanding zoom levels and how this related to Marc's framework for Journey Map Operations. The framework helps teams and organisations work better together to manage innovation projects and bridge between organisational silos. Doing Design Festival / https://www.thisisdoing.com/the-doing-design-festival Training / https://www.thisisdoing.com See omnystudio.com/listener for privacy information.

zoom levels detail journey map service design thinking marc stickdorn service design doing

Moodi Mahmoudi 'The rise of the service economy and rethinking how we approach service discovery"

Bringing Design Closer with Gerry Scullion

Play Episode Listen Later Nov 21, 2021 29:47

Welcome to Bringing Design Closer, the podcast focussed on discussing Designs role in tackling complex societal issues. Our goal is to have conversations that inspire and to help move the dial forward for organisations to become more human-centred in their approach to solving complex business and societal problems. In this episode I speak with Moodi Mahmoudi of Next, a business centred around helping organisations create frameworks for design and innovation within their businesses - we speak about the automation of the role of Designer and what this looks like - and I challenge Moodi about the risks associated with this. Is this something we strive for? Moodi explains this isn't the intention, but it's removing the mundane elements, and creating experiences that enable designers and innovators to focus more on the craft of DOING their work. We speak about the hyper addiction of orgs striving for more growth - and if this is the driver behind the business - We also cover off the frameworks inside their system that allows others to tap into it - frameworks of Circular Economys by Ellen MacArthur Foundation and also This is Service Design Doing by my colleagues at ThisisDoing.com I thoroughly enjoyed this conversation and hope you do too! It's a biggy - let's jump into it - https://app.nextapp.co/signup?utm_campaign=next-hcd https://www.nextapp.co/ Free event with Marc Stickdorn and Moodi Mahmoudi worth attending: https://us02web.zoom.us/webinar/register/4216342274295/WN_o1jqr4EgRa6sAjSDzlHLhg See omnystudio.com/listener for privacy information.

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Moodi Mahmoudi 'The rise of the service economy and rethinking how we approach service discovery"

Play Episode Listen Later Nov 21, 2021 29:47

Welcome to Bringing Design Closer, the podcast focussed on discussing Designs role in tackling complex societal issues. Our goal is to have conversations that inspire and to help move the dial forward for organisations to become more human-centred in their approach to solving complex business and societal problems. In this episode I speak with Moodi Mahmoudi of Next, a business centred around helping organisations create frameworks for design and innovation within their businesses - we speak about the automation of the role of Designer and what this looks like - and I challenge Moodi about the risks associated with this. Is this something we strive for? Moodi explains this isn't the intention, but it's removing the mundane elements, and creating experiences that enable designers and innovators to focus more on the craft of DOING their work. We speak about the hyper addiction of orgs striving for more growth - and if this is the driver behind the business - We also cover off the frameworks inside their system that allows others to tap into it - frameworks of Circular Economys by Ellen MacArthur Foundation and also This is Service Design Doing by my colleagues at ThisisDoing.com I thoroughly enjoyed this conversation and hope you do too! It's a biggy - let's jump into it - https://app.nextapp.co/signup?utm_campaign=next-hcd https://www.nextapp.co/ Free event with Marc Stickdorn and Moodi Mahmoudi worth attending: https://us02web.zoom.us/webinar/register/4216342274295/WN_o1jqr4EgRa6sAjSDzlHLhg See omnystudio.com/listener for privacy information.

service economy discovery designers rethinking designs 'the rise ellen macarthur foundation marc stickdorn service design doing

Marc Stickdorn 'Journey Map Ops Q&A'

Play Episode Listen Later Jul 21, 2021 36:42

In this episode, you’ll hear from Ann Padley, Head of Faculty at This is Doing, and Marc Stickdorn, author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing.We chat about the Journey Map Operations session Marc ran at the June Doing Design Festival and answer some of the top questions from session participants. Marc shares more about how organizations can use journey maps as a dashboard for customer and employee experience and how to get an overview of projects across distributed teams by collecting and building maps into an information system.We cover how to get started by creating an inventory of maps and how to scale up by building a governance system for organizational alignment.For the recording of Marc’s session at the Doing Design Festival, visit DoingDesignFestival.com. Links: Take the next Journey Map Ops course with Marc / www.thisisdoing.com/courses/journey-map-ops-september-2021 Watch the Powers of Ten film mentioned in the podcast / www.youtube.com/watch?v=0fKBhvDjuy0 Festival recording tickets / doingdesignfestival.com See omnystudio.com/listener for privacy information.

head powers faculty service design thinking marc stickdorn service design doing

Marc Stickdorn 'Journey Map Ops Q&A'

Play Episode Listen Later Jul 21, 2021 36:42

In this episode, you'll hear from Ann Padley, Head of Faculty at This is Doing, and Marc Stickdorn, author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing. We chat about the Journey Map Operations session Marc ran at the June Doing Design Festival and answer some of the top questions from session participants. Marc shares more about how organizations can use journey maps as a dashboard for customer and employee experience and how to get an overview of projects across distributed teams by collecting and building maps into an information system. We cover how to get started by creating an inventory of maps and how to scale up by building a governance system for organizational alignment. For the recording of Marc's session at the Doing Design Festival, visit DoingDesignFestival.com. Links: Take the next Journey Map Ops course with Marc / www.thisisdoing.com/courses/journey-map-ops-september-2021 Watch the Powers of Ten film mentioned in the podcast / www.youtube.com/watch?v=0fKBhvDjuy0 Festival recording tickets / doingdesignfestival.com See omnystudio.com/listener for privacy information.

head powers faculty service design thinking marc stickdorn service design doing

Adam Lawrence 'The Story of This is Service Design Doing'

Play Episode Listen Later May 5, 2021 24:19

Tickets on sale now / 'Doing Design Festival V2' - June 18 2021 In this conversation, Gerry Scullion (CEO of This is Doing) and Adam Lawrence (Co-Author of This is Service Design Doing & Trainer at This is Doing) chat about the story behind the best selling design book 'This is Service Design Doing' book that was released on O'Reilly Media in 2018. We speak about the work that went into it by Marc, Markus, Adam and Jakob and all of the 200-300 practitioners around the world, some of whom are now part of This is Doing and generally about how it all came together. Enjoy! This is Service Design Doing / Essentials course begins June 7th 2021 / See https://www.thisisdoing.com/courses/this-is-service-design-doing-essentials-june-2021-english-language Train with Adam / https://www.thisisdoing.com/team/adam-lawrence Train with Markus / https://www.thisisdoing.com/team/markus-edgar-hormess Train with Marc / https://www.thisisdoing.com/team/marc-stickdorn Train with Jakob / https://www.thisisdoing.com/team/jakob-schneider All courses / https://www.thisisdoing.com/courses See omnystudio.com/listener for privacy information.

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Adam Lawrence 'The Story of This is Service Design Doing'

Play Episode Listen Later May 5, 2021 24:19

Tickets on sale now / 'Doing Design Festival V2' - June 18 2021 In this conversation, Gerry Scullion (CEO of This is Doing) and Adam Lawrence (Co-Author of This is Service Design Doing & Trainer at This is Doing) chat about the story behind the best selling design book 'This is Service Design Doing' book that was released on O'Reilly Media in 2018. We speak about the work that went into it by Marc, Markus, Adam and Jakob and all of the 200-300 practitioners around the world, some of whom are now part of This is Doing and generally about how it all came together. Enjoy! This is Service Design Doing / Essentials course begins June 7th 2021 / See https://www.thisisdoing.com/courses/this-is-service-design-doing-essentials-june-2021-english-language Train with Adam / https://www.thisisdoing.com/team/adam-lawrence Train with Markus / https://www.thisisdoing.com/team/markus-edgar-hormess Train with Marc / https://www.thisisdoing.com/team/marc-stickdorn Train with Jakob / https://www.thisisdoing.com/team/jakob-schneider All courses / https://www.thisisdoing.com/courses See omnystudio.com/listener for privacy information.

trainers tickets service design adam lawrence service design doing

Marc Stickdorn on Doing Design 'Journey Map Operations'

Play Episode Listen Later Oct 27, 2020 25:53

Welcome to the Doing Design podcast on This is HCD. Hosted by all the worlds best live design and innovation trainers at ThisisDoing.com - The Doing Design podcast focusses on all the behind the scenes things related to actually DOING Innovation and Design, such as Design Research, Facilitation, Prototyping, Visualisation - and a great sounding board for industries like Service Design, UX, Content Design and Product Management - In this episode, you’ll hear from myself and Marc Stickdorn author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing - We chat about how almost all projects in an organisation impact cx and ex. We speak about how to get an overview of all projects going on across the different teams and departments that impact those experiences. We dive into the back story of Journey Map Operations, Marc's new approach using journey maps as a visual management tool - something that I believe is an amazing framework that can really really help organisations and teams ‘move the dial’ I love chatting with Marc, and as we mention at the top of the episode, has been on This is HCD, now 4-times! But the good news is with Doing Design, you’ll hear much more from Marc in an on-going basis, chatting more around the complexities of Doing Design. Let’s get into it. View Marc's upcoming courses Learn more about This is Doing See omnystudio.com/listener for privacy information.

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Marc Stickdorn on Doing Design 'Journey Map Operations'

Design Thinking Masterclass

Play Episode Listen Later Oct 27, 2020 25:53

Welcome to the Doing Design podcast on This is HCD. Hosted by all the worlds best live design and innovation trainers at ThisisDoing.com - The Doing Design podcast focusses on all the behind the scenes things related to actually DOING Innovation and Design, such as Design Research, Facilitation, Prototyping, Visualisation - and a great sounding board for industries like Service Design, UX, Content Design and Product Management - In this episode, you’ll hear from myself and Marc Stickdorn author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing - We chat about how almost all projects in an organisation impact cx and ex. We speak about how to get an overview of all projects going on across the different teams and departments that impact those experiences. We dive into the back story of Journey Map Operations, Marc's new approach using journey maps as a visual management tool - something that I believe is an amazing framework that can really really help organisations and teams ‘move the dial’ I love chatting with Marc, and as we mention at the top of the episode, has been on This is HCD, now 4-times! But the good news is with Doing Design, you’ll hear much more from Marc in an on-going basis, chatting more around the complexities of Doing Design. Let’s get into it. View Marc's upcoming courses Learn more about This is Doing Become a Premium Member: https://thisishcdnetwork.supercast.tech See omnystudio.com/listener for privacy information.

design ux visualisation facilitation prototyping service design design research premium members hcd content design service design thinking marc stickdorn service design doing

Adriana Ojeda | ¿Tienes claro tu PORQUE?

Diseñando ando

Play Episode Listen Later Jun 25, 2020 50:40

En este Episodio tenemos de invitada a Adriana Ojeda, Senior Service Design Strategist de Globant. Nos platica como descubrió el área de Diseño de Servicios, sus estudios en España y como encontró su lugar al transicionar del Diseño Industrial al área del Diseño de Servicios. No te pierdas su historia llena de anécdotas y tips que no solo te ayudaran a iniciar en el Diseño de Servicios, sino a ver tu desarrollo con otros ojos. Graduada de Bau Centre de Disenny en Barcelona por el Máster en Innovación y Design Management. Adriana tiene una experiencia internacional en diferentes países como Francia, Holanda, España y México. Se enfoca en el sector empresarial y de Tecnología a través de la implementación de metodologías creativas para diferentes proyectos. Es co-fundadora de Touchpoints Mx y Chapter Representative de la Service Design Network en México Adriana ha sido profesora invitada en Harvard Graduate School of Design para el módulo de Service Design y tes también profesora de la Maestría en Diseño Estratégico en Ibero Ciudad de México además de mentora en la incubadora de negocios del Tecnológico de Monterrey. Ha colaborado con diferentes compañías como Club Premier, Copa Airlines, Great Minds, Crayola, Apple y el Instituto Nacional Electoral para el rediseño del proceso electoral en México. Actualmente forma parte del jurado de la SDN que otorga el mayor reconocimiento a los proyectos centrados en el diseño de servicios de todo el mundo. Es autora colaboradora del libro: This is Service Design Doing, referencia internacional en esta disciplina. Trabajó como estratega de UX y consultora en diseño de servicios en BBVA Bancomer y actualmente es Directora Focal para el estudio de Diseño Globant México, compañía unicornio Argentina de TI enfocada en mejorar los journeys digitales basados en estrategias centradas en el usuario. Puedes encontrar mas información y conectar con ella en: linkedin.com/in/ojedaadriana https://www.instagram.com/adrojeda/

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Episode 2 - Journey Maps and Recommendations with Josh Lee and Sue Lim (part 2)

Play Episode Listen Later Jun 11, 2020 14:26

This is episode two of Design Thinking Masterclass. In this episode we return for part to of our discussion with our guests Sue Lim and Josh Lee. For the second half of our conversation we discuss journey maps and practical steps you can take to make your first journey. We also get recommendations from Sue and Josh on how to develop your design thinking capability. Our conversation with Josh and Sue began with episode one of Design Thinking Masterclass. In part one we discussed qualitative user interviews and the discovery phase of design thinking. If you enjoy part 2 of our discussion, please be sure to head back and catch part 1 as well! Episode: 2 Topics: Journey Maps and recommendations Guests: Sue Lim, Josh Lee Host: Mike Stevenson Produced by: The Healthy Organisation www.healthyorg.com.au Find out more about Deakin University MBA Masterclasses: https://www.deakin.edu.au/business/study-opportunities/your-new-career-journey/mba-masterclasses Recommendations: 'This is Service Design Doing' (Book) by Stickdorn et. Al 'This is Service Design Thinking' (Book) by Schneider et. Al 'Good Services' (Book) by Lou Downes 'This is Product Management' (Podcast) hosted by Anuraag Verma and produced by Alpha. --- Send in a voice message: https://podcasters.spotify.com/pod/show/mike-stevenson/message

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#3 Design e o mundo da experiência

MVPodcast

Play Episode Listen Later Jun 7, 2020 53:55

Tivemos a felicidade de conversar com Lilian Sanada, Innovation Principal at SAP, Barbara Villar, Head of UX & Service Design da Natura e com a Clarissa Biolchini, Founder na Archipelago Creative Strategy e Co-Autora da versão em português do livro “This is Service Design Doing”. Estamos sentido na pele como é repensar a melhor experiência para nossos clientes, usuários e também para nós mesmos nesse período de home office que vivemos. As interações com os serviços e produtos mudaram muito, e essas interações são a base daquilo que definimos como experiência do usuário. Vamos falar sobre isso, sobrea trajetória das convidadas e sobre tendência no mundo do design e do UX.

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Nursing + Service Design + Healthcare Innovation with Brittany Merkle — DT101 E38

Play Episode Listen Later Feb 4, 2020 34:39

Welcome to the Design Thinking 101 podcast! I'm Dawan Stanford, your host. Today's Guest is Brittany Merkle. Her design path started at the University of Virginia in the College of Arts and Sciences. During her first semester, her grandfather was diagnosed with cancer. On weekend trips home, Brittany witnessed the incredible service Hospice offered. When she returned for her second year at college, she immediately changed majors and enrolled in nursing. Brittany shadowed nursing students and learned what nursing looked like as a career. She jumped into qualitative research and realized she wanted her career to combine two things: 1. Creativity, and 2. Make a difference. "These two seemed very siloed in my mind," Brittany remarked. She hadn't yet considered fusing these two aspects into one career. Brittany wasn't sure where she wanted to go for graduate school, when she came across the Savannah College of Art and Design. She started with Hospice Case Management, but continued to think of service design in relation to her profession. Brittany enrolled in the SCAD Master's program and started to unlearn her previous content she learned from her Bachelor's degree, which was her biggest challenge. She was one of the first nurses to graduate from the SCAD program. She was looking for a new approach to bring to the healthcare system, which she found as a lead innovation strategist with the University's healthcare team. Brittany wanted to make her mark in the system and to challenge herself with the design skills she has learned. Bio Brittany Merkle, RN, BSN, supports the innovation and design thinking efforts in UH Ventures. She graduated from the University of Virginia with a Bachelor of Science in Nursing with distinction, and is graduating from the Savannah College of Art and Design (SCAD) with a Master of Fine Arts in Service Design. She is one of the first nurses to graduate from SCAD, and the first in the country with this specific degree combination. She has experience in Hospice Case Management, and in acute and urgent care services as a practicing Registered Nurse before she began pursuing her Master's. Her thesis focused on service design as a lens for nursing innovation. Brittany is passionate about the demystification of innovation and catalyzing innovative behavior amongst healthcare providers and caregivers. Her work is focused on enhancing patient and provider experiences through innovative care models and digital tools. In This Episode [01:13] Brittany's background and path to design thinking. [03:40] Her realization of what she wanted to do with her career. [06:39] The turning point for Brittany, where her learning became her unlearning. [08:44] How SCAD spoke to Brittany's imposter syndrome. [10:45] Brittany's design internship. [12:14] UH's prototypical healthcare system. [16:27] New design language Brittany is adapting to her new position. [17:18] Unique superpowers when she is performing her fieldwork. [19:33] Advice Brittany would give to other healthcare professionals who do not have a design background. [27:49] Suggestions for faculty on the innovation side of healthcare. [30:27] Resources that have helped Brittany along the way. Links and Resources SCAD | Savannah College of Art & Design Service Design Program UH Ventures Brittany Merkle on LinkedIn Dustin DiTommaso's podcast episode Episode 28, Behavior Change Design Books Recommended This is Service Design Doing by Marc Stickdorn The Alchemist by Paulo Coelho On Managing Yourself by Harvard Business Review

Nursing + Service Design + Healthcare Innovation with Brittany Merkle — DT101 E38

Play Episode Listen Later Feb 4, 2020 34:39

Welcome to the Design Thinking 101 podcast! I'm Dawan Stanford, your host. Today's Guest is Brittany Merkle. Her design path started at the University of Virginia in the College of Arts and Sciences. During her first semester, her grandfather was diagnosed with cancer. On weekend trips home, Brittany witnessed the incredible service Hospice offered. When she returned for her second year at college, she immediately changed majors and enrolled in nursing. Brittany shadowed nursing students and learned what nursing looked like as a career. She jumped into qualitative research and realized she wanted her career to combine two things: 1. Creativity, and 2. Make a difference. "These two seemed very siloed in my mind," Brittany remarked. She hadn’t yet considered fusing these two aspects into one career. Brittany wasn't sure where she wanted to go for graduate school, when she came across the Savannah College of Art and Design. She started with Hospice Case Management, but continued to think of service design in relation to her profession. Brittany enrolled in the SCAD Master's program and started to unlearn her previous content she learned from her Bachelor’s degree, which was her biggest challenge. She was one of the first nurses to graduate from the SCAD program. She was looking for a new approach to bring to the healthcare system, which she found as a lead innovation strategist with the University's healthcare team. Brittany wanted to make her mark in the system and to challenge herself with the design skills she has learned. Bio Brittany Merkle, RN, BSN, supports the innovation and design thinking efforts in UH Ventures. She graduated from the University of Virginia with a Bachelor of Science in Nursing with distinction, and is graduating from the Savannah College of Art and Design (SCAD) with a Master of Fine Arts in Service Design. She is one of the first nurses to graduate from SCAD, and the first in the country with this specific degree combination. She has experience in Hospice Case Management, and in acute and urgent care services as a practicing Registered Nurse before she began pursuing her Master's. Her thesis focused on service design as a lens for nursing innovation. Brittany is passionate about the demystification of innovation and catalyzing innovative behavior amongst healthcare providers and caregivers. Her work is focused on enhancing patient and provider experiences through innovative care models and digital tools. In This Episode [01:13] Brittany’s background and path to design thinking. [03:40] Her realization of what she wanted to do with her career. [06:39] The turning point for Brittany, where her learning became her unlearning. [08:44] How SCAD spoke to Brittany’s imposter syndrome. [10:45] Brittany’s design internship. [12:14] UH’s prototypical healthcare system. [16:27] New design language Brittany is adapting to her new position. [17:18] Unique superpowers when she is performing her fieldwork. [19:33] Advice Brittany would give to other healthcare professionals who do not have a design background. [27:49] Suggestions for faculty on the innovation side of healthcare. [30:27] Resources that have helped Brittany along the way. Links and Resources SCAD | Savannah College of Art & Design Service Design Program UH Ventures Brittany Merkle on LinkedIn Dustin DiTommaso’s podcast episode Episode 28, Behavior Change Design Books Recommended This is Service Design Doing by Marc Stickdorn The Alchemist by Paulo Coelho On Managing Yourself by Harvard Business Review

Service Design Thinking, Doing & Understanding / Greg Lakloufi / Episode #69

Service Design Show

Play Episode Listen Later Mar 7, 2019 38:52

Often there is a big gap between what clients want and what they truly need to solve their challenge or achieve their goal. As a service designer you'll need to use all your diplomatic skills to open clients up for a fresh perspective. This is a crucial step if you want to make impact. We know about Service Design Thinking, Service Design Doing and in this episode Greg Lakloufi talks about Service Design Understanding. The rise of toolkits and the availability off the shelf methods makes service design more accessible for newcomers. But this also creates the need for deeper understanding of what service design is. Understanding is the key to using the tools and methods to their full potential. And finally Greg talks about how we can shift out focus from deliverables to outcomes. We are here to drive customer centric change. Our deliverables are just tools that help us get there. So we really need to focus on outcomes rather than deliverables. Did you enjoy this episode? Share it with someone who might like it as well :) P.S. Don't forget to connect with me on LinkedIn and say hi! ---------------------------------------- EPISODE GUIDE 04:45 - The first encounter with Service Design. 06:00 - How can we find the right balance between what clients want and what they need. 14:45 - Why do we need Service Design Understanding? 26:00 - When will we focus on delivering outcomes? 35:20 - Big Question: How do we get people to understand service design? ---------------------------------------- LINKS FROM THE EPISODE Greg on LinkedIn ➜ https://go.servicedesignshow.com/btma7 Service Design Dallas Meetup ➜ https://go.servicedesignshow.com/ps853 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN 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/free-course

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Marc Stickdorn and Adam Lawrence 'A Service Design 360'

Play Episode Listen Later Sep 25, 2018 46:10

Hello and welcome to another episode of this is HCD. I'm your host Chi Ryan and Aussie designer, living in working in New York City. In this episode, I'm catching up with Marc Stickdorn and Adam Lawrence, co-authors of the cult service design books. This is Service Design Thinking and more recently This is Service Design Doing. If you aren't familiar with either of the books, we'll put the links into the show notes for this episode. Marc on Twitter Adam on Twitter More than Metrics Experience Fellow Smaply Work Play Experience This is Service Design Thinking book This is Service Design Doing book This is HCD is brought to you by Humana Design Follow us on Twitter Follow on Instagram Sign up for our newsletter Join our Slack Channel Follow us on Medium Support the show.

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Marc Stickdorn 'Embedding Service Design into Organisations'