A Service Design Guide to Small Wins and Big Change / Inside Service Design / Ep. #04

Service Design Show

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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 ] ---

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⁠https://servicedesignshow.com/circle

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