Shaping service design as a strategic business tool? / Christian Appelt / Episode #128

Polestar is the manufacturer of one of the most iconic electric cars at this moment. So you can imagine that I was really excited when the opportunity came along to have a conversation with Christian Appelt, their head of service design. Making service design work within a company that is organized around a strong product is a challenging task for sure. But when I heard that their ambition is become a role model for how service design is embedded within organisations I knew this was going to be a good episode! In our conversation Christian shares a lot of practical examples of what they are doing to let service design be a strategic business tool that helps to make smarter decisions. We discuss the role of leadership, the importance of metrics and the impact of using the right tools. After watching this episode you'll see that it's often the simple and small things that make a big difference. So if you're trying to embed and scale service design within your company this is definitely an episode worth checking out. --- [ SELLING SERVICE DESIGN WITH CONFIDENCE ] -— https://www.servicedesignshow.com/selling/ --- [ GUIDE ] -— 00:00 Welcome to episode 128 03:30 Who is Christian Appelt 05:00 60 second rapid fire 09:00 How did service design start at Polestar 11:00 The place of service design 14:30 Typical service design challenges 19:00 Demonstrating the business value 23:30 Guiding stakeholders through uncertainty 26:00 The CX dashboard 29:30 Building a common language 33:00 The power of internal communication 39:30 Evolution of the approach 42:45 What does the future hold 44:00 Biggest learnings 47:00 Product or service industry 48:00 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/christianappelt/ * https://orgdesignfordesignorgs.com/ * https://www.fastcompany.com/90636315/this-designer-led-ev-company-could-finally-challenge-tesla --- [ HOW TO EXPLAIN SERVICE DESIGN ] --- Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are. https://servicedesignshow.com/free-course