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: Collaborative Design for Complexity 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.

What You’ll Learn from this Episode:

• The real meaning of service design
• How service design is evolving
• Some crucial differences between the work in North America and Europe
• Why communication between organizations is so important
• How the upcoming conference will inspire and support you
• How to contribute and become part of the upcoming case studies
• How the panel discussions at the December conference will be different

Quick Reference Guide:
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