Discover my favorite Service Design Principles followed by a Questions and Answers sessions on Service Design. I'll present a few of my favorites Service Design Principles I discovered over the years. These principles are tricky, tips and ideas that help you improve both your customer and team experience for your product, service or organization. These are a few examples of the questions I'll try to answer during this event. All of these questions have been sent by the community. Once you register you can also share your questions in advance 🤓 What's TOO much service? How do you know if you're spending too much time, money, resources, reputation, etc. on some service initiative, such as having a 100-day satisfaction guarantee? Jebra T. How to apply service design insights while also doing your daily work tasks? Catherine E. Should Service Design principles be co-created? Who should be involved in setting them up? Divya G. Do you recommend doing a course in Service Design to be considered a Service Designer? Leela A. How Service Design is different from Lean and Six Sigma, and how could young professionals decide which certification they should go for between Lean Black Belt Six Sigma or Service Design. Hind Q. What does Service Design look like in large corporations and what is the role of the Service Designer in them? Jose S. How do you sell service design (the strategy/logic) when clients/customers don't realize it needs to happen before implementation services? Lysa G. How would you recommend mid-level service designers to grow in their career? Claire W. Do you have any tips on turning an idea about helping others to help themselves into a service? Kevin S Do you have any Service Design portfolio examples I could look at? Cybele W. What portfolio format do you recommend (web or PDF)? Cybele W. As a university student how do I dig for good contexts to build service design projects? Shagun G. What techniques do you use to get stakeholder buy-in for service design workshops/exercises? Marissa K. How should I start? What's the first step to begin with when a service design project is waiting to be done? Ammin G. What tool should I use for this (each) project?" Should I use (apply) all of them? i.e. service blueprint, interviews, or first begin with Design Thinking? Ammin G. What are the deliverables of Service Design for a client? Ammin G. What are the deliverables I should show in a Service Design portfolio? Ammin G. What tips about job interviews do you have for new service design graduates? Hanah A.

1. Service
Design
Webinar 002

2. Today:
Service Design
Questions and favorite
Service Design
Principles.

3. Before we start:
this is still a prototype
Use the chat to give
feedback for a next
webinar, tell me if the
mic has an issue or if
you hate the
background music.

4. Hi, I'm
and I'm from Lausanne,
Switzerland

5. Where are you from?
Leave a comment
in the chat

6. I've designed this
like a trailer.
Information overload
that gives you the
taste to explore more.

7. Service
Design
Principle
Questions

8. “A Service Design
Principle is an idea, a tip,
an advice or a principle
to improve the human
experience.”

9. Divya G. asks:
“Should Service
Design principles be
co-created? Who
should be involved in
setting them up?”

10. It depends. If you are a
solo entrepeneur it can.
If you are a service creator
who builds a service
alone, you can build
create your own Service
Design Principles alone.

11. If you are part of team,
you definitely should.
It's a good way to engage
more people and to be
sure that you get different
presepectives.
Go further: bit.ly/3B2nYUv

12. Principle 039
“Work Can Wait.”
Help people get a real
break from work.

13. Service
Design
Education
Questions

14. Leela A. asks:
“Do you recommend
doing a course in
Service Design to be
considered a Service
Designer?”

15. I'm biased as I'm an
educator. But yes.
Learning from others is
always a good thing. But
it's not enough. You need
also experience and
observation.
Go further: bit.ly/3PEtKjf

16. It can help with
impostor syndrome.
You can hide behind the
diploma or certification.
Go further: bit.ly/3ITek8u

17. Hind Q. asks:
“How is Service Design different
from Lean and Six Sigma, and
how could young professionals
decide which certification they
should go for between Lean
Black Belt Six Sigma or Service
Design.”

18. N.B. I'm no Six Sigma expert

19. “We believe the human centricity of
Design Thinking is key. You focus
more on qualitative than quantitative
and behaviour before internal
beliefs.”
Marcilene Reinert
Service Designer

20. Six Sigma comes from
manufacturing.
It's awesome for
improving processes and
it has a great system that
tells you how far you are in
your practice.

21. Service Design comes
Marketing and Design.
It's awesome to
understand people's need.
And it matches well both
what employee need and
what customers need.

22. Both use a similar
set of tools.
So you can make a bad
choice.

23. Choose the one that's
looks better in your CV.
Which one will get more
recognition? Which one
will be a differentiator?

24. By the way all these
answers and more are
available for future
reference
Go further: bit.ly/3OiZidv

25. Service
Design
Career
Questions

26. Hanah A. asks:
“What tips about job
interviews do you
have for new service
design graduates?”

27. Be real.
You want people to hire
the real you not the one
you'd like to be.
Don't say you are
"perfectionist" as a
challenge you have.

28. Show real stuff.
Do something with a local
shop, a local NGO where
you really improve
something in a real
service and not just a
school project.

29. Apply like crazy.
Send a ton of applications.
You then can choose
where you work.

30. Claire W. asks:
“What would you
recommend to
mid-level service
designers to grow
in their career?”

31. Practice daily.
You are what you do
everyday.
Go further: bit.ly/3uYoK0M

32. Go deeper.
Choose an area to become an
expert. For example academic
papers, one part of the process,
or become a tool nerd.

33. Meet the cousins.
Meet related fields like
psychology, behavioral
economics, social sciences to
rediscover the basics from
another angle.
Go further: bit.ly/3yTUTIf

34. Educate and help
the community
Become a valuable member of
the community. Share what you
know and what you've learned
the hard way. Help others
become passionate about
Service Design.
Go deeper: bit.ly/cocreate-now

35. Catherine E. asks:
“How to apply service
design insights while
also doing your daily
work tasks?”

36. Practice daily. Seriously.
You are what you do
everyday.
Go further: bit.ly/3uYoK0M

37. Block time.
Your are what your
calendar says.

38. Jose S. asks:
“What does Service Design look
like in large corporations and
what is the role of the Service
Designer in them?”

39. Same role
as anybody else.
Service Designers in large
organizations are just part
of the team. It's a job like
any other job.

40. You can discover how it
is at Spotify, Intuit,
Airbnb, Lyft, GDS
I've collected likes
to youtube videos
and articles of
how others see it.
Go further: bit.ly/3B2gdha

41. Service
Design
Selling
Questions

42. Marissa K. asks:
“What techniques do you
use to get stakeholder
buy-in for service design
workshops/exercises?”

43. Prove something
small before.
If you can do one thing
well people think you can
do another thing well.

44. Ask what
they need.
It's easier to say yes to
something that solves
your problem.

45. Give power
by offering options.
Present multiple ways to
do things and explain
which option is great for
what and bad for what.

46. Lysa G. asks:
“How do you sell service design
(the strategy/logic) when
clients/customers don't realize
it needs to happen before
implementation services?”

47. Don't sell
Service Design.
Often people don't care
what process you use. So
why mention a name that
opens tons of questions.
They care about the
results.

48. Give a
trojan horse.
Give the horse, it just
happens to come with the
soldiers inside.
Find what's one thing
people would love to get
and attach to it the
strategic part.

49. You can learn to sell
Service Design.
Go further: bit.ly/3Oy7mat

50. Service
Design
Projects
Questions

51. Ammin G. asks:
“How should I start?
What's the first step to
begin with when a
service design project
is waiting to be done?”

52. Ask questions
to understand
First understand the
motivations people have
for the project, the needs
users and employees
have, and what who really
has the power to make it
happen.

53. Principle 203?
“Help first those
who you can
impact the most.”
A co-created principle
with Daniel Tuitt.
Go further: bit.ly/3IWaATR

54. “What tool should I use for this
(each) project?" Should I use
(apply) all of them? i.e. service
blueprint, interviews, or first
begin with Design Thinking?”
Ammin G. asks:

55. Every project can use
different tools.
The question is rather:
What do we need to
acheive? And from there
you can choose which
tool helps you the best.

56. But there are typical
ones that I use almost
everytime.
Interviews
Workshops

57. Ammin G. asks:
“What are the
deliverables of
Service Design for a
client?”

58. Whatever he needs to
solve his problem.
It depends on the
project brief.

59. Kevin S. asks:
“Do you have any tips
on turning an idea
about helping others
to help themselves
into a service?”

60. Make people help
others first.
Many people don't want to
"help themselves". as they
think they don't need the
help.
Also people often learn
best by teaching.

61. Play with ego.
Think about how you can
make people who help
look good.

62. Shagun G. asks:
“As a university
student how do I dig
for good contexts to
build service design
projects?”

63. Start with interest.
Work on something that
you can be interested in
for a long time.

64. Fix a problem.
It's easier to try to fix a
problem to come up with a
good project idea.
The problem you start with
might reveal other
problems.

65. Make it super tiny.
A good project scope is a
tiny scope.
For example: I want to
help the local homeless
shelter of the Salvation
Army in Morges,
Switzerland (that was my
Master's project).

66. Be lazy, think
about access.
Work with a context
where you can easily get
access to people. It's a
school project where the
goal is to learn Service
Design not project
management.

67. Principle 202?
“Make me want
more of this shitty
experience.”
A co-created principle
with Swareena Joshi
Go further: bit.ly/3Pmkmkn

68. Principle 202?
“Make me want
more of this shitty
experience.”
A co-created principle
with Swareena Joshi
Go further: bit.ly/3Pmkmkn

69. Service
Design
Portfolio
Questions

70. Cybele W. asks:
“Do you have any
Service Design
portfolio examples I
could look at?”

71. I've collected 20+
examples of Service
Design portfolios
Go further: bit.ly/3PD3s0D

72. Here three I really like

73. Selin Sargut's Service
Design portfolio for its
extremly clean and well
structured format.
selinsargut.com

74. Mandy Dols's Service
Design portfolio manages
well the balance of giving
a quick overview
mandydols.com

75. Mandy Dols's Service
Design portfolio manages
well the balance of giving
an overview and details.
andreapastor.design

76. Cybele W. asks:
“What portfolio format
do you recommend
(web or PDF)? ”

77. Think who you serve.
The answer will be clear.

78. I like interactive
slide decks that
export easily to PDF
Works well both for the
secretary and the nerds.
Go further: bit.ly/3Onctdc

79. More portfolio
Go further: bit.ly/3cqFpE7
Tips
Structure
Importance
Examples
etc.

80. Service
Design
Philosophy
Questions

81. Jebra T. asks:
“What's TOO much service?
How do you know if you're
spending too much time, money,
resources, reputation, etc. on
some service initiative, such as
having a 100-day satisfaction
guarantee?”

82. Yes.
Too much of anything
can hurt.

83. Too many interactions,
offers, gifts, etc can
overwhelm.
Wanting to do too much
can overwhelm and block
the user.

84. Helping too much
can make people
dependant.
When a service is about
helping people change
the service shouldn't do
everything for them.

85. What's your
question?
Questions for future webinars

86. Thanks
You're awesome

87. Join the
community
now.
bit.ly/cocreate-now