- 58 minutes 51 secondsHow to Thrive When Your Company Doesn't Get Service Design / Inside Service Design / Elle & Nick / Ep. #12
You look around the room and realize you’re the only one who cares about the customer. 😫 It’s exhausting to be the lone voice begging for user research while everyone else just wants to ship the next feature.
In this episode, Elle Beaumont-Bilsby and Nick Gaff join the show to discuss the heavy lifting required to be an in-house service design practitioner. We move beyond "thick skin" and look at how to build a sustainable career in environments that don't fully understand design.
You’ll learn:
- Why surviving as a lone wolf is impossible and how to locate "quiet allies" hidden in other departments.
- A practical framework for building resilience at an organizational, service, and personal level.
- How Elle and Nick practice high-impact design without having "Service Designer" on their business cards.
- Practical tips for staying sane and avoiding burnout when you are the only advocate for the user.
- How to find a support crew outside your organization to help you carry the weight.
I'm curious, if you had to make a guess, how many people do you have around you inside your org that get it? 1, 5, 20... let me know.
Enjoy the episode and keep making a positive impact.
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to the March Round Up
01:45 Defining Resilience
03:30 Service Design in Australia
04:45 Elle’s Design Journey
07:00 Nick’s Career Path
09:00 Effects of Digitization
11:00 Higher Ed Challenges
12:30 Impact Over Tools
14:00 The Resilient Self Season
14:45 3 Altitudes Framework
16:00 Organizational Resilience
17:00 Resilient Service Design
18:00 Personal Development
19:15 Recharging and Self-Care
20:00 Resilience as a Quality
21:00 Individual Resilience Focus
24:15 Peer Support Systems
28:00 Navigating Corporate Culture
31:30 Vulnerability in Leadership
35:45 Building Internal Allies
39:00 Friday Afternoon Reflections
42:15 Success Beyond Metrics
45:30 Managing High-Stress Projects
49:00 Sustainable Innovation
52:15 Resilience as Design Criteria
56:45 Switching Off and Recharging
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
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30 April 2026, 6:00 am - 54 minutes 43 secondsThe Story Vacuum: Why User Research Isn’t Enough / Brian Whittaker / Ep. #252
Imagine making the cover of Time magazine...
Okay, maybe not. Nobody gets into service design for the fame.
Actually, as we’re always saying on the show, our best work is usually the stuff nobody notices.
The spotlight stays on the CEOs. You rarely see the people in the trenches, the ones making sure the "faceless" public services we rely on actually work.
Think about it for a moment, you can thank a mailman because he’s a human being standing on your porch in the rain. But when water is coming out of your faucet, there’s nobody to thank. It’s just "the system".
That invisibility is exactly why people sometimes get hostile toward the government or big institutions. It's always "us versus them" because there’s no "them" to relate to.
So our guest for this episode, Brian Whittaker, decided to change by starting a project called Humans of Public Service (HoPS).
In this episode, we talk about the early days of the project and the weirdly difficult task of getting modest, quiet service design professionals to actually talk about themselves (on camera). He also shares hard won lessons on how he finally got the project to take off.
It’s an inspiring conversation. It shows how much the vibe changes when you put a human face on a anonymous system.
So if you’re trying to build empathy inside a big, messy organization, Brian’s blueprint really might just be what you need.
While you’re listening, try to think of one "boring" story in your own org that deserves a spotlight.
Enjoy the conversation and keep making a positive impact!
Be well,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 252
03:45 Family Roots in Service
05:00 Current US Service Challenges
07:30 Private to Public Transition
10:00 Modernizing Federal Tech
11:00 Passion of Public Servants
13:30 The Shift in 2020
14:15 Humans of Public Service
15:45 Growing on LinkedIn
17:00 Amplifying Unheard Voices
18:15 Shifting the Narrative
21:30 Bridging the Empathy Gap
25:45 The Power of Recognition
32:45 Institutional Design
38:30- Scaling Human Connection
44:55 The Future of Service
51:15 Advice for Change-Makers
53:30 Final Reflections
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
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23 April 2026, 6:00 am - 1 hour 15 minutesWhy Bad CX is Your Greatest Leverage Point / Journey Management Playbook / S2E01
How do you get your boss to actually fund journey management? 💰
We’ve all felt the frustration of making an impressive map that everyone "likes" but nobody actually uses. when that happens, our practice loses credibility. Season 2 of the Journey Management Playbook is here to fix that by focusing on the BUSINESS CASE.
What we cover in this episode
- Why journey management is a strategic asset, not a "nice-to-have."
- how to calculate the actual cost of bad customer experience.
- shifting the conversation from "fluffy" CX metrics to boardroom metrics.
- getting stakeholders to embrace a journey-led way of working.
Martin Palamarz is the chief customer officer at TheyDo. he spends his time helping global organizations scale their CX efforts and understands the language of executive decision-making.
It’s best to watch the video version on Youtube to see the examples on screen, but you can also find the slide deck in the show notes below.
--- [ 1. LINKS ] ---
--- [ 2. GUIDE ] ---
00:00 Journey Management Playbook S2E01
02:00 Martin's background
04:30 Origin story of TheyDo
06:45 Series overview: CX costs
08:45 The CX Toolkit
10:00 Bridging the gap
13:45 Forrester research findings
16:30 CX & business performance
19:30 The Norway story
23:00 Boardroom metrics
30:45 The Cost of Bad CX
38:30 High-value journey steps
40:30 Drop Off Rate Explained
42:30 "Nice-to-have" trap
48:15 Service design & revenue
50:00 Starting small
52:15 Mckinsey research
57:30 AI for customer data
1:00:00 3-minute executive reports
1:01:30 Ticket value & variables
1:08:30 Bad CX VS. CX Investment
1:12:00 Building momentum
1:14:00 the final challenge
--- [ 3. FIND THE SHOW ON ] ---
- Youtube ~ https://go.servicedesignshow.com/journey-management-playbook-09-youtube
- Spotify ~ https://go.servicedesignshow.com/journey-management-playbook-09-spotify
- Apple ~ https://go.servicedesignshow.com/journey-management-playbook-09-apple
- Snipd ~ https://go.servicedesignshow.com/journey-management-playbook-09-snipd
16 April 2026, 6:00 am - 1 hour 10 minutesWhy "Being Human" is Your Only Future-Proof Skill / Nav Qirti / Episode #251
Our brains were not designed for this pace...
Just think about it. For thousands of years, humans had ages to adapt to new technology. When we discovered fire or the steam engine, we had generations to figure out the implications.
Today, things are shifting so fast that trying to keep up by just "learning more stuff" feels biologically impossible. At least to me 🤣
It’s like you’re trying to run 2026 apps on the operating system of a legendary—but limited—Nokia 3310 phone.
So, for this episode, I sat down with Nav Qirti from the School of Metaskills to talk about why we’re looking at the "skills gap" all wrong.
Nav argues that we should stop chasing "functional skills" (which have a very short shelf life anyway) and focus on the things technology can't touch: judgment, curiosity, and reasoning.
We also dive into why you can’t just read a book to get better at empathy or judgment. Nav explains that you need a "proxy environment" to train those muscles. Most professionals I know practice by just following a script, but Nav shows us how to build the mental strength behind the craft.
This conversation offers an optimistic path forward by focusing on the core human abilities that technology simply cannot replace.
Which of your "mental muscles" feels a bit weak lately? If you’ve got a moment, leave a comment below and let me know. I’d love to hear what a "workout" would actually look like for you 🙂
Enjoy the conversation and keep making a positive impact.
Be well,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 251
04:00 The Falling Behind Puzzle
05:30 6Adapting to AI
08:15 Seeing what matters
10:15 Obsolete hard skills
12:30 Outdated learning models
15:00 The 90/10 Imbalance
16:45 Bucketing Skills
17:15 Communication as a base
19:00 Human survival traits
21:15 Building capacity
25:45 Expertise vs. scripts
29:15 Measuring the wrong things
37:30 Leadership and meta-skills
39:45 The shift from "doing" to "leading"
42:15 Why technical expertise has a ceiling
45:00 Identifying your personal meta-skill gaps
48:15 Low-stakes practice
50:00 Defining Proxy Environments
51:30 How to practice judgment daily
55:15 Building empathy without the pressure
58:15 Anxiety to Control
59:00 Reframing the AI threat
1:01:00 Focusing on the human operating system
1:02:15 Regaining professional confidence
1:02:30 Closing thoughts
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/navqirti/
- www.navqirti.com
- www.metaskills.global
- Skills to make us future ready & future relevant
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
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9 April 2026, 6:00 am - 1 hour 3 minutesThe Curse of the Competent Service Designers / Chad & Jin / Inside Service Design #11
What happens when a service design professional does their job well...
Usually? Absolutely nothing.
No organizational gears grind. No customers complain. No one panics.
You did your job, so the disaster simply stayed in your head instead of becoming a reality.
That’s the curse, though. No one's going to congratulate you for a crisis they didn't have to experience.
I sat down with Jin Wan and Chad Cheverier for the this episode of Inside Service Design to talk about this "great enabler" trap.
To make things practical, Jin had a great example about redesigning an onboarding journey. His biggest win wasn't a shiny new interface. It was moving a step in the verification process to the backend so nobody had to intervene manually. It saved the company (and customers) countless hours, but the solution itself is completely unseen.
Chad mentioned a similar struggle. Looking at his quarterly review and realizing he doesn't have many "shiny" deliverables to show. His best work was aligning teams and coaching PMs to do their jobs better, which doesn't look like a "deliverable".
So, how do you stay motivated when your best work is invisible and goes unnoticed? And more importantly, how do you sell the value of that work to the people holding the budget?
We unpack all of that in this episode.
If you had to make an estimate, how much of the work you do is "invisible"? Send me a quick reply and let me know.
Be well,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to February Round Up
05:00 Jin's path: From IT and HR to Marketing and CX
07:30 Chad's path: From photography to in-house design
10:45 What a CX professional does at a startup
11:45 Why you should ignore job titles
14:30 Jin’s digital onboarding in financial services
18:00 Why service design feels like internal consulting
24:35 Core competencies missing from design education
31:15 Navigating the "messy middle" of organizational change
39:00 Dealing with stakeholders who bake in solutions
45:30 The power of simplifying complex journey maps
52:00 Strategies for building internal resilience
58:45 Advice for aspiring in-house service designers
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
--- [4. FIND THE SHOW ON ] ---
2 April 2026, 6:00 am - 35 minutes 30 secondsMy Biggest Lessons from 250 Episodes / Marc Fonteijn / Ep. #250
I'll let you in on a small secret...
Ten years ago, the Service Design Show was never even supposed to be a podcast.
And somehow here we are. We've officially hit episode 250. Its been a decade since I published that very first interview. Somewhat of a cliche but, I never expected to reach this milestone.
I still remember the early days very well when I was struggling with a "split identity". Torn between running a service design agency and following this pull toward content creation. It took me a good three years to finally take the leap, but looking back, it was the best decision I ever made.
As you'll notice, this episode is quite different. Usually, it’s my job to ask the questions, but in this one, I’m the one answering them.
I wanted to share some of the messy, behind-the-scenes lessons from the last decade. They are quite personal but who knows maybe you can use them as tools in your own practice.
We’re diving into things like my cheat code to gain clarity, the power of friction, what I’ve learned about building real connections and how "remarkable" things are often built through consistent, often unglamorous work. And yes, I even answer some hot questions from the community.
I have to say that recording this episode was both difficult and incredibly rewarding.
So, if you’ve been on this journey with me, I’d love for you to join me for this reflection. This milestone isn't just mine, it’s ours.
By the way, if you prefer our regular interview format, feel free to skip this one. I won't judge! We’ll be back to our normal schedule next week.
Thank you again for your attention, your trust, and for being part of this movement.
Be well,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to EP 250
03:30 Friction of a "split identity"
05:00 How did I get into service design
06:30 Overlap between engineering and design skills
07:00 Letting go of code
08:15 Biggest lessons I learned in the last decade
08:45 Don’t wait for permission to start your project
10:15 The power of consistency over perfection
12:30 Choosing guests for the podcast
13:00 The "Curiosity Filter"
15:45 The shift from generalist to specialist topics in service design
18:30 One of the most challenging episodes
19:15 Dealing with technical failures and "lost" interviews
22:00 The future of the Service Design Show
22:45 Moving towards more community-driven content
25:15 Some Advice for someone starting their own podcast
26:00 Focusing on the "Why" before the "How"
28:30 Importance of building a platform you own
31:45 The ripple effect of 250 conversations
34:30 Thank you for being part of the journey
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
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26 March 2026, 7:00 am - 1 hour 4 minutesHow to Lead with Head and Heart in the Age of AI / Birgit Geiberger / Ep. #249
This episode falls into a pattern that's hard to ignore...
I'm seeing a growing undercurrent of design leaders strongly advocating for a more sustainable approach toward work and life.
It is hard to separate this development from the rise of AI, which is shaping many aspects of our lives and turning what we know upside down. Sure, there's always been a push to do more, and preferably faster and cheaper, but now with AI, it feels like the volume knob has been turned to 11.
Of course, this has a significant impact on us as service design professionals. The "productivity" pressure is rising for us as well. And if we're honest, it often reaches a point where it not only takes away the fulfillment we find in our work, but also leaves us on the edge of burnout.
But we're humans, not machines. We're not merely replaceable cogs in a system. So we must find an alternative.
One of the leaders advocating for this more sustainable approach toward work is our guest, Birgit Geiberger. She argues that in order for us to thrive in this new reality, we must adopt a different leadership style. Birgit says we need to focus on leading with both head and heart in a way she calls regenerative leadership.
In this conversation, we unpack what this form of leadership entails and why it's now more important than ever. Birgit offers ideas on how you can push back and escape the unsustainable pace of work when everything and everyone around us seems to demand more, go, go, go.
We discuss what you can do on a day-to-day basis to find your grounding and stay true to who you truly are in a world where compromises are unavoidable. And finally, we investigate how you can show that doing things in a regenerative way is not just good for you, but also accelerates and increases your business impact.
A great conversation, packed with hope, inspiration, and practical advice for anyone who wants to bring back the joy in their work again.
What might be good to know is that I haven't selected my recent guests based on their interest in this theme, or instructed them in any way to discuss it. This is just something that emerges when I ask them to speak about what is dear to their hearts right now.
If you've been listening to the Show, I'm curious if you've noticed this undercurrent as well.
Enjoy the conversation and keep making a positive impact!
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 249
04:15 Human-Centered Leadership Legacy
06:30 Post-Pandemic Reflections
10:00 Redefining Growth and Resources
13:00 Introduction to Regenerative Leadership
15:00 The Power of Self-Leadership
18:30 Designing for Mental Capacity
22:00 Moving Beyond Short-Term Business Thinking
24:45 Breaking Functional Silos
33:15 Leading through Global Uncertainty
40:15 Service Design as a Cultural Catalyst
47:30 Empathy as a Business Strategic Tool
54:30 Scaling Influence Through Others
1:00:30 Closing Reflections
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
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12 March 2026, 7:00 am - 59 minutes 37 secondsMastering The Most Important Tool in Your Design Toolkit / Inside Service Design / Kara & Sidd / Ep. #10
Let's be real for a moment...
In the corporate context, what's the thing that usually gets rewarded the most?
It’s often the person who "just" grinds through the chaos, works overtime to fix a broken process, and absorbs all the organizational friction without complaining.
From very early on in our careers we are taught to treat ourselves like machines that just need to carry more weight.
But as Kara Snyder points out in our conversation, that is treating resilience as output. It’s performing professionalism when you are completely depleted. And it is a fast track to burnout.
Instead, Kara challenges us to think about resilience as capacity.
What do you actually need to sustain yourself so you can stay in this deeply human and emotionally demanding work?
Because at the end of the day, the most important tool in your service design toolkit isn't a journey map or a blueprint... well, it's you.
In this episode of Inside Service Design, I sit down with Kara and Siddhartha Saxena to talk about the inner game of being an in-house service design professional.
We step away from the frameworks and talk about how to actually survive and thrive in this beautifully complex role.
This conversation touches on topics like:
- How to stop measuring your worth by how much stress you can carry.
- How to create a "liminal space" between you and your work.
- And how to get to Friday and actually feel a sense of accomplishment, even when the work is messy.
So if you’ve been feeling the weight of driving positive change using service design, take a deep breath, slow down, and tune into this one.
How do you protect your own capacity? Have you found any specific rituals particularly helpful?
Let me know, I’d love to hear how you're dealing with this.
Be well,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to the January 2026 Round Up!
03:30 Kara’s Journey: From Accounting to PWC
06:30 Facing Burnout and Personal Loss
09:00 Sidd’s Journey: From Architecture to Startups
11:30 Discovering Service Design as a Business Bridge
12:30 Remote Healthcare in India
14:00 Designing the "Nervous System" of an Organization
15:45 Navigating Complexity
19:00 Why Service Design Feels Like the "Wild West"
19:50 Tool Spotlight: Using the Emotional Culture Deck
21:30 Moving from Doing to Being
24:00 Resilience in Startups vs. Corporate Safety
26:15 How Personal Grief Shapes Professional Perspective
31:15 The Gap Between Self and Work
34:30 Why Service Designers are Natural "Absorbers"
38:30 Building a Protective Layer Against Burnout
41:15 Mapping the Invisible Organizational Nervous System
44:45 Managing Design at Scale
48:15 When to Say "No" to the Machine
52:30 The Power of Invisible Labor
56:15 Measuring the Value of What Can't Be Seen
59:00 Protecting Your Design Culture from Company Culture
1:00:15 Final Takeaways
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
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5 March 2026, 7:00 am - 1 hour 3 minutesHow to Use Your Design Skills to Build Strategic Allies / Belén Tello / Ep. #248
It’s the one thing they didn't teach in design school...
We spend years learning how to understand what drives our users, map out complex journeys, and deliver useful service prototypes.
But when it comes time to sit down with business stakeholders, compliance teams, or yes even legal departments? That’s when the friction sets in.
For this episode, we're joined by Belén Tello, who has a very interesting take on how we can overcome this struggle. As the Head of Design for the largest bank in Peru, Belén leads a massive team of over 150 designers.
As you might imagine, because they operate in the highly regulated financial sector, they are constantly in negotiations with the rest of the business.
Over the years, Belen has experienced firsthand that even the most talented design professionals often freeze up when talking to their business partners.
To our own demise, we often retreat to our comfort zones, simply handing over the work and letting the business decide whether it's "good or not". Deep down, we sometimes feel like the business folks just know more than we do (not the case!).
To fix this confidence gap, Belén started doing something quite radical, at least for design teams.
Before a big stakeholder meeting, she runs "role play" sessions with her team. Yes, almost like lawyers preparing for a mock trial!
They sit down and strategize. What do you want to say here? Who are your strongest stakeholders? Do you need me to step in and ask a specific question so you can explain your rationale?
Add to that that she's been helping her team learn to speak the "common language" of the bank. And that language? It's numbers and data, obviously.
As you'll hear Belén argues that we already do the hard work of gathering qualitative and quantitative insights, but we frequently fail to actually bring that data to the table in a convincing way.
When you stop arguing based on subjective perception and start negotiating with facts, everything changes. You move away from being seen as just an "add-on" to the process and finally become a true strategic partner.
So if you've ever felt that imposter syndrome kick in during a big meeting, this episode is pretty much a masterclass in building your confidence and growing your influence.
As you listen to the episode, I’d love for you to reflect on your own work. How often are you actively translating your insights into a language the business understands? And what would help you to do that more often?
Enjoy the conversation and keep making a positive impact!
Be well,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 248
05:00 Banking in Peru: Education over digital tools
09:00 The danger of designing only for the capital city
17:30 Negotiating with Legal and Compliance
21:00 Using data to find a common business language
23:00 Why designers struggle to speak up in business
27:00 Prepping for stakeholders like a mock trial
28:45 Finding internal sponsors who understand design
33:30 Quantifying design's impact on the business
36:15 Redesigning 200+ physical branches
41:00 Moving from transactional to relational models
45:30 Connecting with rural users
51:15 Using design's systemic view as an unfair advantage
55:30 Why listening is a designer's true superpower
58:00 Positioning design strategically
1:00:30 Closing thoughts
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
--- [4. FIND THE SHOW ON] ---
26 February 2026, 7:00 am - 59 minutes 18 secondsSticky Notes vs. Software and The Fight for Our Legitimacy / Inside Service Design / Ep. #09
Are we being left behind...
Let's think about this for a moment.
Architects have AutoCAD. Finance folks have Excel. Sales teams have Salesforce. The list goes on.
But what do we as service design professionals have?
If we're a bit cynical, you could say that often it’s a wall of sticky notes (that the cleaners throw away at night).
This brings up a deep and often unspoken insecurity in our field.
Could it be that our work is seen as "fluffy" or "invisible" because we lack the "hard" tools that other departments have?
That is the provocative question Maxe van Heeswijk brought to the Circle community recently.
She challenged us to think about whether having "our own software" would help us claim our territory and be taken more seriously by stakeholders.
But to which extent can a tool be the answer to our problems?
Will Sharples joined the conversation with a different take.
He argues that stakeholders don't actually care about our process or our "proper" service design tools, they just want their problems solved.
So in this episode of Inside Service Design, we explore this tension between wanting to be "seen" as experts and the messy reality of getting work done in-house.
This conversation is packed with spicy topics like:
- Whether having a dedicated tool makes you more legitimate, or does it just create new silos?
- Why our most important work is often the hardest to measure (and get budget for).
- A brutal method for stripping away busy work to focus on the assets that actually tell a story.
- And why you are "always selling" the value of service design, even years after you’ve been hired.
So, if you’ve ever felt like you’re doing important work... that nobody sees, this episode is for you.
What do you feel is the service design tool at the moment? Do we even have one?
Let me know, I’m really curious to hear your take!
Be well,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to December Round Up
01:00 Meet the Guests
04:00 From Physical Engineering to Digital Services
06:30 From Philosophy & Advertising to SD
10:15 Balancing Financial Goals vs. Trust
15:15 Securing Long-Term Funding
18:00 Why Patience is a Superpower
21:45 Thought Experiment
26:30 Do We Need Professional Software?
35:00 Is Design Too Democratized
44:15 Relationship Building is Slow Farming
51:00 Pragmatism vs. The Design Bibles
52:45 The Hidden Skill
55:45 Navigating Company Politics
59:30 Wrap-Up
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
If you're an in-house service design professional and want to learn from the stories of your peers, take a look at the Circle, it might just be the thing you're looking for.
Join our private community for in-house service design professionals:
https://servicedesignshow.com/circle
--- [4. FIND THE SHOW ON] ---
19 February 2026, 7:00 am - 58 minutes 43 secondsWhere did all the Service Designers go? / Giulia Di Gregorio / Ep. #247
If you look at the current job market, you might notice something strange...
The words "service design" seem to be slowly disappearing from job titles.
Does that mean our field is shrinking, or worse, becoming obsolete?
Well, according to our guest, Giulia Di Gregorio, that's definitely not the case.
If anything, the opposite is true.
Giulia argues that while the titles might be vanishing, the practice is actually spreading.
Service design is everywhere now; it's just hiding under different names.
But this "diversification" creates a new challenge.
If everyone has a different job title, where do you find your professional peers?
Where's that safe space where you can get together to commiserate, find inspiration, and learn from each other?
That's what Giulia and a few folks were thinking as well.
But instead of just thinking about it they rolled up their sleeves and decided to revive Service Design Drinks Milan.
This didn't become just another meetup; it became a "pirate version" of a community.
And it’s been a pretty successful one.
In this conversation, we explore what it looks like to run a community that's driven by volunteers, has no hierarchy, and is governed by the energy people actually have to give.
We also talk about building "synergies" with other communities instead of acting like isolated islands.
And we dig into why the best way to scale might be through small, independent nodes across the world rather than one big centralized network.
So if you’ve been feeling a bit "homeless" in your service design role lately, this is a great conversation about reclaiming your identity and connecting with your tribe.
What stuck with me is the idea that when a project starts feeling like "work," you might be heading in the wrong direction and should reconsider your options.
Something to think about both in our professional context as well as in our passion projects.
Enjoy the conversation and keep making a positive impact!
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 247
07:30 Flat Hierarchies & Freedom
09:30 Global Nodes vs. Centralized Networks
13:30 The Toolkit Takeover
17:45 Managing by Time
23:15 Pirates vs. The Navy
27:30 The Cost of Being Brave
31:45 The Un-conferenced Model
36:30 Turning Points: From Branding to COVID
43:00 Learning Effortless Leadership
48:00 How to Start Your Own Pirate Node
55:30 Question to ponder on
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/giulialogodigregorio/
- https://www.linkedin.com/company/service-design-drinks-milan
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
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12 February 2026, 7:00 am - More Episodes? Get the App