How can you successfully drive, facilitate and guide change as a service designer?
It helps when you're aware of the type of change process you're involved in.
Your classic top down change process requires a significantly different approach than a bottom up crowd driven movement.
In this episode Robert Bau talks about the 4 main change processes in an organisation and how service designers relate to them.
Over the years Robert has identified 7 key roles a service designer can play.
When you map these roles onto the different changes process a clear picture emerges that helps you to understand on which activities and skills you need to focus.
The last topic in this episode is employee experience. And specifically how employee experience is the new frontier for service design.
More and more organisations start to see that in order to deliver a great customer experience they also need to provide a great employee experience.
Robert explains how you as a service designer can help to shape these employee experiences.
This is an extended episode as we wanted to go in-depth so I hope you can appreciate it :)
Know someone who might be interested in what we've discussed? Share this episode with them!
That way you'll help to grow the Service Design Show community and help me to invite more inspiring guests like Robert.
Remember. Every. Share. Counts. :)
--- [ GUIDE ] ---
06:30 - The first encounter with Service Design.
08:10 - Who is the service designer?
16:05 - What if service designers got involved in changes processes?
33:40 - Why employee experience?
47:10 - Big question: What is the role of service design in change?
--- [ LINKS ] ---
* https://www.linkedin.com/in/robertbau/
* Toucpoint Magazine: Service Design and Change Management
https://www.service-design-network.org/touchpoint/vol-11-no-3-service-design-and-change-management
--- [ PRESENTATION ] ---
You can download the slides Robert refers to in this episode using the link below.
* https://go.servicedesignshow.com/e99_slides
--- [ MORE ] ---
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