Service Design Show How to Win In-House: Don't Take Your True Superpowers For Granted / Inside Service Design / Ep. #06
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Nov 13, 2025 In this engaging discussion, Ben McCammon, an in-house service designer with a rich background in graphic design, shares insights on harnessing personal superpowers in service design. He and guests Gina Mendolia and Irina Damascan explore unconventional strategies like 'Setting the Trap' for engagement and the 'Organ Donor Chain' model for building influence. They emphasize the importance of subtle interpersonal tools, celebrating small wins, and adapting your unique strengths within organizational dynamics to foster meaningful change.
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Designing For Estate Settlement After Death
- Ben described working on the estate-settlement experience after a client's death to reduce friction during emotional times.
- The team considers people, process, and technology to make that experience easier for grieving families.
Diagnose Context Before Acting
- Diagnose the organization's situation in your first 90 days before choosing actions.
- Match your approach to STARS (Startup, Turnaround, Accelerated growth, Realignment, Sustaining success) to avoid mismatched behavior.
Make It Complicated When Needed
- Sometimes the goal of a visual is to show complexity, not simplify it, to reveal systemic problems.
- Use dense maps intentionally to prove how complicated a service is before redesigning it.
