A Swiss touch on Service Design, tourism and stakeholder management

Every culture adds some strong sprinkles to Service Design. The Swiss culture has a specific way to handle alignment of stakeholders with 1:1 sessions before the big co-creation moments.

This webinar with Dr. Mauro Gotsch is a nice discovery for people who are outside of Switzerland of that specific Swiss Service Design culture.

That's just one of the many things you can learn in this webinar.

Thanks a lot Mauro for helping the Swiss Service Design Network team put Switzerland on the map of Service Design 💚

What is the mantra I repeat in every service Design course?

In short: we are curious. We make shit happen. We can talk about our feelings.

How do I grade documents on the Remarkable tablet?

In short:

1. Import: I import the PDFs on the tablet using the remarkable app on my mac.

2. Add grading criteria: at the end of each PDF I add a new page with a copy and paste of the grading criteria.

3. Annotate: I annotate the PDF with the pen.

4. Grading draft: I write with the keyboard folio case a first draft of my comments.

5. Review notes: I do a ping pong between the hand made notes and the typed text to verify I have everything in my typed comments.

6. Move to Excel: I sync the document with the Remarkable app and bring my notes in the Excel spreadsheet used for final grading. There on my mac I also do a last round of polishing and proofreading.

How do I manage to do live synthesis in workshops and stakeholder conversations?

In short: I trained that skill for years. I always ended meetings by saying: here are the three most important things from this session. This forced me to do synthesis live on the spot and trained that skill.

What are some micro-trainings we can do throughout Service Design education?

In short: Pushing Service Design learners to explain what they are saying with live-sketching and pushing them at the end of each conversation to give back the three most important points helps develop visualisation and synthesis skills.

Will Service Design save the world?

In short: No. But it can make the life of some people nicer. It can help public and big organizations treat humans like humans. The important thing is to not forget while we try to serve humans to not be of disservice to the place that hosts them.

How do I show the plan of the day in my Service Design classes?

In short: these days I like to use a withe board to beep the whole schedule of the day visible throughout the day. Each time we move forward I mark the previous step as done and remind the team all what we have already achieved.

Why I don't use the term Service Designer when I teach Service Design?

In short: the term Service Designer sets the wrong expectation that you'll have that job title, when in reality Service Design skills and approaches can be used under many different job titles that change based on where you look for jobs.

What is the design tool young professionals and learners forget to use?

In short: sleeping. Taking real breaks. Doing nothing.