Finnish strategic and service design agency Hellon has been working together with the Helsinki Regional Transport Authority (HSL) for the past 6 years to ensure the sustainable future of Helsinki’s public transport. For their productive partnership, they received the Service Design Award 2022 Best Non-Profit project!We speak with Lotta Julkunen - design director and partner at Hellon - to discuss their well earned award, the philosophy of their partnership with HSL and many more interesting elements for doing successful service design at scale.

Finnish strategic and service design agency Hellon has been working together with the Helsinki Regional Transport Authority (HSL) for the past 6 years to ensure the sustainable future of Helsinki’s public transport. For their productive partnership, they received the Service Design Award 2022 Best Non-Profit project!We speak with Lotta Julkunen - design director and partner at Hellon - to discuss their well earned award, the philosophy of their partnership with HSL and many more interesting elements for doing successful service design at scale.

Innovating public transport with Lotta Julkunen

Sarah Drummond

Leading up to her captivating talk at Knight Moves' Arena last month about ‘Trust Falls: catching users when they fall', we welcomed design strategist Sarah Drummond in our studio in Ghent. We talk about how to build trust in the design process, innovation vs. familiarity and the value of predictable actions for users in order to trust the systems they use. Get immersed in this fascinating topic and learn how to design for trust.

Leading up to her captivating talk at Knight Moves' Arena last month about ‘Trust Falls: catching users when they fall', we welcomed design strategist Sarah Drummond in our studio in Ghent. We talk about how to build trust in the design process, innovation vs. familiarity and the value of predictable actions for users in order to trust the systems they use. Get immersed in this fascinating topic and learn how to design for trust.

Designing for trust with Sarah Drummond

Sydney Johnson

We welcome Sydney Johnson and Kristofer Kelly-Frere from Canada-based studio J5 Design. They shared their experience working on the project ‘Braver Training Grounds: Customer Experience Design &amp; Social Housing Organizations’ which earned them the global service design award best commercial project 2022.

We welcome Sydney Johnson and Kristofer Kelly-Frere from Canada-based studio J5 Design. They shared their experience working on the project ‘Braver Training Grounds: Customer Experience Design &amp; Social Housing Organizations’ which earned them the global service design award best commercial project 2022.

Empowering Empathy with Sydney Johnson and Kristofer Kelly-Frere from J5 Design

Chu-Yi Vuong — winner of the Service Design Award 2022 for Best Student Project — came up with a service to nudge sustainable choices to consumers. We welcome her in our studio in Ghent to talk about her thesis, her journey into the world of service design and her job as a service designer at IBM iX. Learn how her innovative solution, "Save," can make it easier for consumers to shop for groceries with sustainability in mind.

Chu-Yi Vuong — winner of the Service Design Award 2022 for Best Student Project — came up with a service to nudge sustainable choices to consumers. We welcome her in our studio in Ghent to talk about her thesis, her journey into the world of service design and her job as a service designer at IBM iX. Learn how her innovative solution, "Save," can make it easier for consumers to shop for groceries with sustainability in mind.

Nudging Sustainability with Chu-Yi Vuong

Leyla Acaroglu

We continue the keynote talk of Dr. Leyla Acaroglu backstage at the Service Design Global Conference in Copenhagen. We discuss sustainability, systemic change and most of all, actionable steps for us, service designers and humans to make a difference. Take in her inspiration for activating your agency.

We continue the keynote talk of Dr. Leyla Acaroglu backstage at the Service Design Global Conference in Copenhagen. We discuss sustainability, systemic change and most of all, actionable steps for us, service designers and humans to make a difference. Take in her inspiration for activating your agency.

Activating agency with Leyla Acaroglu

In this episode, we share a heartfelt chat with two amazing people from the organising team of the Service Design Global Conference: Peter Nørregård from Playful Innovations and Christina Melander from the Danish Design Center.Tune in to discover what designing for good means for them, and why having courage as a designer is so important—now maybe more than ever.

In this episode, we share a heartfelt chat with two amazing people from the organising team of the Service Design Global Conference: Peter Nørregård from Playful Innovations and Christina Melander from the Danish Design Center.Tune in to discover what designing for good means for them, and why having courage as a designer is so important—now maybe more than ever.

Courage to design for good with Christina Melander and Peter Nørregård

David Morgan

Tune in to this special episode where Stina and David pass the torch to Laurens and Jeroen and welcome them as new hosts of the Service Design Podcast. Listen to them reflecting on how Service Design has changed since the beginning of the podcast. We also talk about the change in hosts and what challenges Stina and David are taking on instead!

Tune in to this special episode where Stina and David pass the torch to Laurens and Jeroen and welcome them as new hosts of the Service Design Podcast. Listen to them reflecting on how Service Design has changed since the beginning of the podcast. We also talk about the change in hosts and what challenges Stina and David are taking on instead!

Time for a change with David Morgan and Stina Vanhoof

Next week the Service Design Global Conference 2021 will take place with again a great line-up! This years’ theme is ‘taking a stand’, we talked about the theme and other exciting stuff with two great people from the organising team: Ullah Jones and Agusta Callaway. Get excited about the conference and listen to the episode! Or let us convince you to still buy a ticket with a 25% discount (code: SDGC21_attendee_25%off)

Next week the Service Design Global Conference 2021 will take place with again a great line-up! This years’ theme is ‘taking a stand’, we talked about the theme and other exciting stuff with two great people from the organising team: Ullah Jones and Agusta Callaway. Get excited about the conference and listen to the episode! Or let us convince you to still buy a ticket with a 25% discount (code: SDGC21_attendee_25%off)

Service Design Global Conference 2021 coming soon

Twisted studio  won the ‘professional non-profit’ service design award for their lean approach to service design and prototyping. The project they won the award for is called LaMA,  short for Laboratoria Mobiele Alternatieven. A co-creative design process developed to find creative and simple solutions with great impact on mobility issues in small cities.We spoke with the two founders of Twisted studio; Marlies Deforche &amp; Elisabeth Verhetsel. Because they are our Belgian colleagues, we invited them to our studio! Read the whole story here: https://www.service-design-network.org/community-knowledge/lama-laboratoria-mobiele-alternatievenTwisted studio website: http://twistedstudio.be

Twisted studio won the ‘professional non-profit’ service design award for their lean approach to service design and prototyping. The project they won the award for is called LaMA, short for Laboratoria Mobiele Alternatieven. A co-creative design process developed to find creative and simple solutions with great impact on mobility issues in small cities.We spoke with the two founders of Twisted studio; Marlies Deforche &amp; Elisabeth Verhetsel. Because they are our Belgian colleagues, we invited them to our studio! Read the whole story here: <a href="https://www.service-design-network.org/community-knowledge/lama-laboratoria-mobiele-alternatieven" rel="nofollow" target="_blank">https://www.service-design-network.org/community-knowledge/lama-laboratoria-mobiele-alternatieven</a>Twisted studio website: <a href="http://twistedstudio.be" rel="nofollow" target="_blank">http://twistedstudio.be</a>

EPISODE 41 Service Design Award Winner 2019 Best Non-Profit

Tom Szaky

Tom Szaky is CEO at Terracycle, a social enterprise on a mission to eliminate the idea of waste. Recently he founded a new company Loop, a global circular shopping platform that brings multi-use packaging into our daily shopping. Tom closed the Global Service Design Conference in Toronto with his talk ‘Loop: Solving for Disposability While Maintaining Its Virtues’. We managed to sneak in a 25 minute interview with him right before his talk!

EPISODE 40: Tom Szaky at the Global Service Design Conference

In this podcast Laurens Somers and Jeroen Depuydt, Service Designers at Knight Moves Belgium have conversations about Service Design with practitioners from around the world. This podcast is produced in collaboration with the Service Design Network.

Service Design Podcast

Chris Ferguson

You heard Chris Ferguson (Founder of service design agency Bridgeable) on this podcast before. We spoke to him as a visitor of the Service Design Global Conference, as a regular guest, as a winnen of and SD award and now as an organiser of the conference in Toronto. As always, Chris has many valuable insights to share and will get you excited for this year’s edition of the conference.

MINI EPISODE - SDGC19 CHRIS FERGUSON

In anticipation of the  in Oktober we spoke to , one of the local organisers of the conference. Shannon is Senior Manager, Experience Design at  and was Principle, Design and Research Director at . Listen to find out about the theme of the conference, what to look forward to and where to visit in Toronto.

Mini episode - Anticipation for #SDGC19

A couple of months ago, we noticed an interesting video on Linkedin. In this video Playmobil announced their new toolkit for professionals. We spoke with Victoria Dobbie, project manager at sub-brand Playmobil Pro. She introduced us to the tool and the process of designing and bringing it into the market.

EPISODE 35: PLAYMOBIL PRO WITH VICTORIA DOBBIE

Increasing automation in our workplaces, demographic shifts and a customer-based economy are drastically changing the way we work. In order for people to keep up we will need a very different set of skills, particularly those that are unique to humans: imagination, creativity, curiosity, emotions and social relationships. How will we bring this skills transition into our jobs, and which implications will this have for employees, employers and organisations? In our 34th episode of our podcast you can listen to the  round table discussion, i.e. an interview with the speakers of the evening and questions from the audience.

EPISODE 34: ARENA LIVE - THE FUTURE OF WORK

Tesco Bank and Modern human won the ‘best in private sector’ service design award for their project Phoenix. We spoke with Amjid Rasool, head of service design at Tesco Bank and Paul-Jervis Heath from the Service Design agency Modern human. Together with their whole team they redesigned the customer complaint experience of Tesco Bank clients.

EPISODE 33: Award winner - Tesco Bank & Modern Human

Fjord en West Midland Police won the award best in public sector for their project ‘Developing a police force’s digital experience for citizens’. We spoke with Giulio Fagiolini, who is visual design at Fjord and Kostja Paschalidis who was senior service design at Fjord and is now working as a freelancer.

EPISODE 32: Award winner - Fjord & the West Midland Police

Innovationsguiden won the Professional Non-Profit/Public Sector award. Innovationguiden is an ongoing project that aims to support and reinvigorate the Swedish public sector in collaboration with citizens through service design. This was done by providing various forms of support to municipalities, county councils and regions to work with user-driven innovation in their development work.

EPISODE 31: Award winner public sector - Innovationguiden

Julianne Coughlan

Cork County Council is the second largest local authority in Ireland. They offer over 600 services to the civilians of Cork. This means they have an all-time challenge to deliver the best possible services for their customers. A few years ago, they came across Service Design, and started experimenting. They formed the Service rePublic team, and never looked back since.

EPISODE 30: Transforming Cork County Council with Julianne Coughlan 

As we shifted from a product-based economy into a service-based economy, customers are more and more pampered with good services. To be successful, companies more than ever need to offer services that exceed the expectations of people. So in order to offer the best services, companies can do two things. On the one hand they can work closely together with external professionals. On the other hand, they can expand their in-house expertise by training their own employees to think more human centred. To introduce and present both ways of working, we invited two international speakers who shared their knowledge.

EPISODE 29: ARENA LIVE - HUMAN CENTRED ORGANISATIONS

We went to the Service Design Global Conference in Dublin where we attended lots of inspiring talks and hands-on workshops. Again, it was a truly amazing edition! It’s surprising how this conference manages to touch new topics &amp; give new inspiration every year. Hats off to the organisation!  We also really enjoyed the social aspects of this conference. Since this wasn’t our first SDGC, we saw a lot of familiar faces and like every year we had the chance to get to know many new people. During these moments we got the opportunity to interview some service design ‘rockstars’. You can find a compilation of these interviews here.

EPISODE 28: DESIGNING TO DELIVER - A CONFERENCE RECAP

Marc Stickdorn

Marc Stickdorn is a well-known person in the Service Design world. That’s understandable for many reasons!  He is one of the writers on the ‘Service Design Thinking’ and the ‘Service Design doing’ book. Since this week also the ‘Service Design Methods’ book. Besides that he is co-founder and CEO of ‘More than Metrics’, a company that offers tools and stuff for customer experience and service designers: Smaply, Experiencefellow and Mr. Thinker. Marc speaks about Service Design at many conferences around the world.  Great to have him at the podcast!

EPISODE 27: MARC STICKDORN - TOOLS AND WAYS ON HOW TO IMPLEMENT SERVICE DESIGN IN LARGE ORGANISATIONS

New technologies, a continuously changing lifestyle and new jobs and disciplines present serious challenges in the field of education. Old education methods and skills are challenged in a society where personalisation, collaboration, information and e-learning are taking over. Professionals have to re-educate themselves and schools need new tools and solutions to be able to innovate and make these changes manageable. How can Service Design help education deal with these challenges and inspire people to solve problems in a creative way?

EPISODE 26: Arena Live Service design and education 

We can’t believe its already our 25th episode! In september 2016 we published the first episode. Not sure where this adventure would lead us we decided to just give it a try! Since then we have been speaking with inspiring people from al over the world. In this 25th episode we reflect on the conversations we had, we’ll let you know which episodes were our favourite ones and what we have learned from experts in the field.         One of the highlights of hosting this podcast is meeting our guests and listeners at conferences or online. We would love to interact more with our listeners and know who you are. Therefore we launched a newsletter where we will publish new episodes but also ask questions to the community.                   GIVEAWAY!!                  When you  you have a chance to win this  with some of our favourite Service Design tools!   A Neuland workshop case that we use for all our workshops. The Service Design Award Annual A Moleskin sketch book to note down all your great ideas. A Kingdom card game to boost all your workshops And more ...  Check out the            THANKS, THANKS, THANKS! Thanks to all the guests that have been on the show! Thanks to  for partnering up!  Thanks to  for giving us time to do the podcast. And of course thanks to all of you who have been listening to the podcast! Here's to another 25 episodes to come! 🍾 David &amp; Stina

We can’t believe its already our 25th episode! In september 2016 we published the first episode. Not sure where this adventure would lead us we decided to just give it a try! Since then we have been speaking with inspiring people from al over the world. In this 25th episode we reflect on the conversations we had, we’ll let you know which episodes were our favourite ones and what we have learned from experts in the field. One of the highlights of hosting this podcast is meeting our guests and listeners at conferences or online. We would love to interact more with our listeners and know who you are. Therefore we launched a newsletter where we will publish new episodes but also ask questions to the community.   GIVEAWAY!! When you you have a chance to win this with some of our favourite Service Design tools!  A Neuland workshop case that we use for all our workshops. The Service Design Award Annual A Moleskin sketch book to note down all your great ideas. A Kingdom card game to boost all your workshops And more ... Check out the   THANKS, THANKS, THANKS! Thanks to all the guests that have been on the show! Thanks to for partnering up!  Thanks to for giving us time to do the podcast. And of course thanks to all of you who have been listening to the podcast! Here's to another 25 episodes to come! 🍾 David &amp; Stina

EPISODE 25: Looking back and forward

Together with the city of Rotterdam, service design agency Muzus won the award for organisational impact in the public sector. The city of Rotterdam is offering a mobility service to people with special needs to make sure they get to the where they want. They realised, however, they did not know the people they were offering the service to. Muzus conducted qualitative research in various ways to give the city of Rotterdam insights in these users. These insights were used in various ways to offer the best service possible.

EPISODE 24: WINNER FOR ORGANISATIONAL IMPACT IN THE PUBLIC SECTOR

In this episode we speak to Hyunyim Park who won together with her team the student award for business innovation in the private sector. Together with Jaehyun Park and Culainn Boland Shanaha they designed the Smart Black Taxi Service Flo to tackle London’s air quality. Their service offers real-time time data about slow traffic, road works, busy spots where people look for taxi’s, etc. By offering this data the taxi drivers will be able to make better choices and reduce their driving time without passengers.

EPISODE 23: Student winner for business innovation in the private sector

In this episode we speak to the Service Design award winners for the best commercial project. Judy Mellett is director Service Design, Innovation and Strategy at Telus and Chris Ferguson is founder and CEO of Service Design agency Bridgeable. Together they won the award for redefining the TELUS Renewals experience.

EPISODE 22: Award winner for best commercial project: Redefining the TELUS Renewals Experience

Ella Walding

Ella Walding won the Service Design student award for her graduation project at the Royal Collage of Art in Londen. Together with the government of Malta she developed a set of Service Design tools aimed to create change in the organisation. These tools can be found at servizz.gov.mt After her studies Ella started working as a service designer at innovation unit.

Ella Walding won the Service Design student award for her graduation project at the Royal Collage of Art in Londen. Together with the government of Malta she developed a set of Service Design tools aimed to create change in the organisation. These tools can be found at <a href="http://servizz.gov.mt" rel="nofollow" target="_blank">servizz.gov.mt</a> After her studies Ella started working as a service designer at innovation unit.

EPISODE 21: Awards winners - Ella Walding

This year Service Design award for systemic change in education went to ‘Design Managers Australia (DMA)’ and Macquarie Primary School. We had the great opportunity to have both Mel  Edwards, co-principal at DMA and Wendy Cave, principal at the Macquarie Primary school together on the show.

EPISODE 20: Awards winners - Design in Schools

Chris is a Service Design Strategist, founder and CEO of the Canadian Design Agency Bridgeable. At Bridgeable they work with some of the largest organisations in sectors like healthcare, telecom and government. Together with their clients they deliver great customer experiences though designing organisational en service-system level changes inside these companies.

EPISODE 19: Chris Ferguson CEO Bridgeable

BC is a game changing technology that brings some unique benefits. For us there are some properties that make Blockchain highly interesting for Service Design. Distributed Blockchain is a distributed technology, a blockchain run on multiple nodes that can should on different physical locations. When one node is compromised, nothing in the blockchain is lost. Immutable The assets in a blockchain can not be duplicated or changed without recording the action to do that change. With a blockchain it’s not possible for two people to have two different instances of the same data. Secure On top of these aspects the security to access one asset in a blockchain is huge and each asset has its own security. Transparent A blockchain can be designed to be entirely transparent, recording and sharing every single transaction that happen in the blockchain. These benefits are qualities that traditionally are taken care of by human-beings in transactional processes. When we think of transferring credit, property or certificates, it is people who ensure that this happens in a reliable, transparent and fair way. With blockchain we have a technology that can potentially take over some of these human processes and this will affect the experience of these processes and have consequences for the people involved. It is therefore only natural that we are highly interested in exploring what blockchain can mean for our work. We chose blockchain as the topic for our latest  and we recorded the round table conversation with the speakers.

EPISODE 18: ARENA live blockchain edition

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