Service design for organisations that don’t know they need it / Matthew Marino / Episode #149

Every service design project starts with an initial conversation. From there, you build trust, confidence, and the relationship to do great work. But getting that first conversation started can often be one of the hardest things.

Especially when you consider that many organizations still aren't aware that service design exists, let alone how they can benefit from it. Of course, you could sit back and wait for the moment when the organization is ready.

But this approach will mean that while waiting, you'll miss out on many great opportunities to put your skills to good use. So is there an effective way you could proactively get your foot in the door and pitch service design to an organization that doesn't know it needs it?

Yes, there is! And it's more than one...

In this week's episode, Matthew Marino, founder of the Paris-based studio User.io, shares the different approaches they have been experimenting with over the years. You'll learn about the use of concept projects, the trojan horse approach, and how to compound outcomes.

All are great additions to your toolbox and will surely help you open more doors.

The examples Matthew shared encourage me. In the end, you can turn everything into a design challenge, even pitching service design. That makes it way more fun, and you already have the skills to solve this challenge successfully.

Enjoy the conversation, and thanks for being part of this community.

--- [ GUIDE ] -—

00:00 Welcome to episode 149
03:00 Who is Matthew
03:55 60 second rapid fire
06:35 Episode theme
08:20 Service design doesn't fit
10:35 Good entry points
14:05 Sustaining change
20:20 The fuzzy part of design
23:50 Connecting the dots
28:50 The concept car
39:50 Compounding projects
44:20 How to get invited
46:35 Learn the language
50:35 Evaluating projects
53:35 Wrapping up
55:05 Relevant resources
55:50 Closing thoughts

--- [ LINKS ] ---

• https://www.linkedin.com/in/mrmarino/
• https://user.io/en/work/refact-en/
• https://user.io/en/work/service-lab-framework-en/
• Good Services (book): https://amzn.to/3kV4V55

--- [ 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