4 Service Design Techniques You Should Master 

Notes for Self... 2:24 - Interviewing Solid basis in doing qualitative research important to service design; uncover insights instead of just collecting data, learning how to listen & ask powerful questions aka Question Literacy. 3:10 - Creative Workshop Facilitation Learning how to manage the energy flow in a session, how to engage, when to lead, create an inviting/safe space that offers freedom to discuss important topics & share ideas. It's NOT a business meeting, which is collaborative but tends to be performative instead of substantive. Seek sense-making, exploration, co-creation, etc. Host lots of workshops to master this. 4:32 - Storytelling Both verbal & visual. Collaboration requires great communication. Study the Origins of Theatre, the Dramatic Arc, Hero's Journey, Anatomy of Story, etc. Learning how to hit beats & craft a story helps in creating a proposal, sharing research results, making a presentation or short movie so that you're telling the story of service design in an engaging & interesting way. 5:44 - Rapid Prototyping Sets designers apart. Make intangible ideas --> tangible, whether it's a visual sketch, cardboard mockup, short movie. Get confortable with everything you create being a 1st shitty draft. Make things in order to think, rather than thinking what to make. Challenge yourself to bring a prototype to every meeting you attend to enhance this skill. No prototype, no meeting.

Hi Marc - you sing my song! So glad I found your show. I’ve been designing services, and redesigning processes, in higher ed for over 20 years and felt like something was missing. The principles in service design may be the missing link. To answer your question today - interviewing. It’s imperative to be able to get people to open up and share, minimize their feelings of threat and maximize getting to the heart and meat of the conversation. It’s a skill!

Totally agree on the interviewing skills, so few people have this skillset but can be a game changer to uncovering insights.

Hi Mark, thank’s for all your content and interviews. Keep going with this very good job

Thank you! Thats gives me confidence.

nederlander? really like this video.

What about prototype testing? This is an important part of design.

I Agree with everything you tell us in your video, but unfortunately I can't find companies where these skills are value. What's your opinion?

Great lesson. I have a question about having a prototype per meeting/workshop. What if the problem you're solving for is neither digital nor physical in nature, but a workflow between people? Can a flow chart then be considered a prototype? I don't like having maps as deliverables/prototypes but short of setting up a mock walkthrough which could be more involved than a simple prototype in a meeting.

Hi Mark; I love your videos. I have lead projects with all components using only Canva and word for my discovery sessions with stake holders. I wonder if you think there may be a another tool I need for a career as a service designer. I am thinking for customer journey mapping or service blue print. I am also confused if I need UX design software as I have seen some service design jobs asking for this background.

Are there any books or videos you would recommend on effective Story Telling?

Could you please link the episode you mention about Question Literacy [3:06]. Thanks

I’d love to take this course “Learn how to explain service design” but the sign in is not working

Great work! - A great technique for Interviewing for insights is GRAMS (RU-vid/Google).