Is it time to advance the practice of service design?
Ben Reason and Patrick Quattlebaum think so. They’re veteran service designers and co-authors of a pair of Rosenfeld books—Service Design: From Insight to Implementation and Orchestrating Experiences respectively.
Ben, founder of LiveWork Studio, and Patrick, who founded Harmonic Design in Atlanta, join Lou to talk about launching a new Rosenfeld conference—Advancing Service Design—designed to highlight the service design’s potential for a new generation. They see opportunities for service design to go deeper—by integrating with and strengthening existing practices, like product management and agile, and broader—by better connecting systems that span multiple organizations (think healthcare).
Working with the Rosenfeld team, they’re creating a conference program that you can be a part of—they describe the kinds of presentation proposals they’re looking for from prospective speakers. Patrick and Ben hope you’ll join them in advancing service design; the conference will take place virtually December 3-4.
0:15 - Introduction to Ben and Patrick
1:50 - Being change agents to take Service Design to the next level
5:03 - Announcing a new conference: Advancing Service Design– Looking at Service Design Through Different Lenses
6:05 - Perspectives on different sides of the Atlantic
11:30 - Why service design exists in the first place
12:38 - More about the upcoming December virtual conference
17:40 - Call for proposals for the case studies and what they are looking for
19:00 - Ben’s ideas for the conference: The next iteration of service design going from within an organization to between multiple organizations
21:09 - Patrick’s ideas for the conference: Getting the people who want to transform things to communicate and the complexity of partnering together
23:05 - Bringing success from the inside
24:45 - Commercial break
27:10 - Personal story from Patrick about communication highlighting the broader concept of the case studies for the conference
32:30 - Personal story from Ben about connection across systems
37:16 - A different type of panel discussion to be at the conference
40:15 - Gifts for listeners
Apply to speak at ASD2024 https://rosenfeldmedia.com/apply-to-speak-at-advancing-service-design-a-new-conference-from-rosenfeld/
LiveWork Studio https://liveworkstudio.com/
Harmonic Design https://thisisharmonic.com/
Service Design: Form Insight to Innovation by Andy Polaine, Ben Reason & Lavrans Løvlie https://rosenfeldmedia.com/books/service-design/
Orchestrating Experiences: Collaborative Design for Complexity by Chris Risdon and Patrick Quattlebaum https://rosenfeldmedia.com/books/orchestrating-experiences/
Movie: Clueless https://www.imdb.com/title/tt0112697/
The Ready https://www.theready.com/
Brave New Work by Aaron Dignan https://www.bravenewwork.com/
“We have to keep evolving in order to make impact.”
“The reason service design exists is because services were being, and are still being, significantly disrupted by information technology and digital.”
“When you really boil it down, there’s a handful of things we’re all trying to accomplish, and we’re better together.”
“Everyone’s trying to transform. Can we get some of the transformers to talk together?”
“The value of service design in these contexts is to address human factors that are impediments to change.”
“In those stories, the service designers are the protagonists, but there’s these other roles, these other disciplines and roles and practices within the organization. I’m interested in having a panel of those people.”
