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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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As a service design professional, what is your primary role...!?
Are you the host who sets the table for collaboration and creates a safe space for everyone?
Or are you maybe a trusted advisor, working quietly behind the scenes to help stakeholders make better decisions?
Well, what if the answer is... both?
This tension between hosting and advising is at the heart of the latest Inside Service Design episode, in which we explore the real, unpolished practice of driving change from within organizations.
In this episode, we have a great conversation with two seasoned professionals, Seth Campbell and Phil LaDeur, who bring some honest perspectives to the table.
Phil shares how we can create the perfect conditions for collaboration and influence by drawing inspiration from the concept of "Unreasonable Hospitality".
And Seth talks about the importance of patience, humility, and the art of giving away choices to empower your team and build long-term trust.
This is one of those episodes where you get a true peek behind the curtains and hear how other service design professionals are approaching their work.
So, if you're ready to discover new ways that will help you move the needle inside your organization, this one is for you!
I'm curious, in your current role, do you feel more like a "host" or an "advisor"? Leave a comment on the episode and let me know. I'd love to hear which role resonates more with you.
Enjoy the conversation!
Be well,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to the June Round Up
04:30 Phil's Journey to Service Design
06:45 How Seth started his role
11:00 The Challenges and what Seth actually does
13:00 Service Design in a Faith-Based Organization
17:00 Defining success in service design
20:30 Seth's Personal Success Metric
24:45 Phil: Small Wins & Feedback"
26:00 The Circle's "Dinner Table" Discussions
28:00 Hospitality as Influence (Phil)
30:00 Theatrics of Design (Seth)
35:00 Overcoming Time Blocks
37:30 Phil's "Restaurant" Framework
41:30 Seth: Hard-Earned Lessons
45:45 The Caboose of a project
46:00 Phil: Learning Organization Horizon
49:30 Investing in Relationships
51:30 Seth: Essential Service Design Skills
53:30 Secret Weapon: Snacks!
54:45 Phil: Skills for Impact
57:30 Questions for Service design professionals
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
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