Service Design Show The Curse of the Competent Service Designers / Chad & Jin / Inside Service Design #11
Apr 2, 2026
Chad Cheverier, a former photographer turned in-house CX pro who focuses on team alignment and coaching. Jin Wan, a service design and CX practitioner who simplifies journeys and manages internal change. They discuss invisible wins like backend verification fixes, coaching product teams, simplifying journeys to one-pagers, and the challenge of selling unseen impact to budget holders.
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Service Design Is Undercover Change Management
- Service design's core job in-house is change management and internal consulting, not just research or blueprints.
- Marc, Jin, and Chad argue that aligning people, negotiating requirements, and sales-like persuasion deliver actual impact.
Backend ID Fix Removed Manual Workloads
- Jin redesigned a digital onboarding for financial services and moved anti-money-laundering ID verification to the backend.
- That unseen backend change removed manual interventions and saved countless staff hours despite being invisible to customers.
Probe Assumptions With Short Reframing Questions
- Ask probing, reframing questions to expose baked-in solutions and force people to test assumptions.
- Jin uses seven probe questions (from Thomas Weddelsbach) like “Is that statement true?” to slow teams without blocking progress.
