Thank you and welcome. This is the second webinar in this series and will speak about service design mainly. The next hour will be like this. We'll speak a lot about service design questions that people from the community have sent before this webinar, and I'll try to answer all of them. 

So let's jump into the first round of questions, which is about service design principles.

So a few questions about that. And the first question is that might, some people might have, but technic, you speak a lot about the service design principle, but what is this as a reminder as service design principle? At least that's how I see it, is an idea, a tip and advice or a principle to. Any human experience can be the experience of an employee, can be the experience of a stakeholder, of a partner, or obviously of a user.

A patient, anyone else that we are serving. So simple tips, simple ideas that you can implement tomorrow to improve your service. That's a service design. And one question that came from DVIA from Dvia g, is this question should this design principles be calculated? Who should be involved in them up?

Very good question. And here again, in trail mode, a few answers that they have for you. It depends if you are a solo entrepreneur, if you are running a service as you own in It can be quite useful to co-create them, but it's not a must because you are running the service. You're running your tiny little organization.

Hello. So you are already enough to make these principles happen. But if you're part of a company and if you're part of a team, then the answer is a bit different, then you definitely should involve people in the co-creation of your, the services and principles you'll follow for your service, product, or organization, because it's a good way to engage the team.

And it's also a good way to be sure that the principles you think are important are really important for everyone. Again, as always, you will see it depends. But solo entrepreneurs not absolutely needed. There is benefits for people who are working in organization. Big organizations can definitely do it.

And here if we are speaking about organization like I, I'm gonna bring in our little first service design principle break with a principle as a little inspiration for you. This one is from the book Service Design Principles one to 100, the first book in the series of service design principles where there we have, where I share 100 service and principles.

And one of these big ideas or little improvement that you can make is one inspired by the software. Base camp, maybe, base camp. Base camp is this app that lets you get work done in a remote. And they have a feature which is quite interesting, which they call work can wait, and it's a set of features to help people disconnect from work.

Kind of say, oh, I want to receive notification about work from this time to this time. I work these days, so don't bother me on days I'm off. And it helps people to get a real break from work. So this is a principle that you could bring and maybe that's a question for today that I will share with you.

If you're working in a team, ask yourself, how can we make it possible that work can wait, and that we all can enjoy a real break? The answer might be very different for every every company, every team, but the principle can definitely be very helpful. So as you see, a service design principle is a tiny idea and often one that you can implement already tomorrow because it's often just a little question with a little example that gives you the hope that you can change things for the better.

And so now we go in another part of the questions, which are the questions about education. How do I get into service design? How do I get certified? That we have a lot of questions about that sense by the community. And one first question is from Lela a who asked, do you recommend doing a course in service design to be considered as a service?

Again, a lonely question, and I have to say I'm totally biased. So I'm an educator, so my work is to build courses and to help people get certified and have that diplomas and stuff. So obviously I will say yes. Because I think that learning from others is always a good thing. But to be clear, it's not enough.

You also need a lot of experience. And another thing that I think is very important is observation of how others work and how others do their work. And just as a little pointer, you see here that there is a little link down below in the slides. You can always then explore this link to have even more information and more details about my personal view.

If this is something that you are interested in. So I'm completely biased. But now to answer this, the second part, which is does it help to feel, to be like, to be recognized like a service designer? And here I will answer. It might help, especially you, maybe not the others but you, if you feel an imposter syndrome, if you feel like, oh I don't feel like I know stuff, I don't feel like I'm able to do the services.

I think then a diploma, a certification is approved for yourself that you are able to do it. Obviously if you don't have an syndrome, just do the work, show your work, and people will see if it has any value. But if you have this syndrome, it might be quite helpful to go this route. So following a course, definitely useful especially if you have an imposter syndrome.

But don't forget, observation and practice are also needed for you to be a real service. We have another question now from HIN who asks, how is service design different from Lean and Six Sigma, and how could young professionals decide which certification they should go for between Lean Black Belt Six Sigma, or Service Design?

So lets me be clear. I'm no six, eight more expert. I'm not certified in this kind of stuff. What I'm saying here is just my basic understanding of these this world. So I asked around on LinkedIn and I got this answer from Marc re who is a service designer and who has a bit of experience with both of these words.

And she says, we believe the human centricity of design thinking. You focus more on qualitative than quantitative and behavior before internal belief. So she thinks that's a big difference between six Sigma and service design. To be clear to me, I will just go back to the kind of history part of where these two fields come from.

Six Sigma, from my understanding, again, comes more from manufacturing, so it's awesome for improving processes. That's really big trends that I see in all these certifications on. Only thing that is quite lovely and that I see as something very powerful is that Six Sigma has like these levels, in car where you have yellow belt, black belt, et cetera, that prove that you are progressing in your practice.

And that's something that is quite useful, I think, and that is quite. For you if you have an imposter center because you see that you're making progress, but also for recruiters maybe. Service design obviously comes from more the marketing and design group. Historically, it's really a market. It has been invented by someone who awas a marketer.

So it's awesome to understand people and their needs. So that's really where it comes from. And one thing that I really like about service design is that it matches those Not just people like end users, but people who are partners, the stakeholders, the employees, and also the end users. So this kind of mixes all of these people together, which is something that I find quite love.

But to be clear, a lot of these different fields BT X lean Six Sigma service design, use a lot of similar tools. So you can't make a big a bad choice. I. Whatever you choose, I think you'll get a lot of tools and maybe the starting point, the history is a bit different and the language might change.

So to answer, should you use, should you go for one or the other? I would say choose the one that looks better in your cv. It's just that which one will get you more recondition, especially if you are starting your career. The question here is, If everyone has a lean certification, maybe might be smart to have one, which is something different to to stand above the crowd.

Or if you are really insecure and you say, Hey everyone has a service design thing I also want it. Okay, cool. Then do it like that. So it really depends. But I think if you choose lean, if you choose service design, that's not the big question. The big question is practice, observe. And learn from others.

Whatever you choose you'll learn. Obviously a lot of good. By the way, all the answers that I'm giving today they will also be featured on the service design. Question part on the Swiss Innovation Academy there is alway. There all are already 49 questions there, so you can find all the questions that I in previous webinars and also the future questions will also always be posted.

Now we go deeper in the career bit with questions about core career. One of the questions that came is the following one, what tips about job interviews do you have for new service design graduates? And that's a question from an aha. An a and one would. Be real be real, be authentic. Why?

I've done a lot of interviews where I had to interview junior people to get in an agency. And what I hated personally as someone who had to recruit was people, answering questions like, oh what's one thing that you have difficulties with? And people say oh I really have problems with my perfection.

And it's yeah, that's not a real problem. It's like you're trying to find a problem. That sounds good. And the fact here, what is important I think, is this notion that you want people to hire you because of you and not because of the image you have of what they think they need. For example, let's be clear, my.

Before we married, she knew all the bad parts about myself and also the good parts. Maybe not all, but most, the most important at least. And so after we were married, there wasn't a big discovery for her. Oh my God, she's, he's so different. I think for job interviews it goes the same. Should we reveal it?

And be real about stuff because you want people to marry you for the good reasons, for the real person you are and not for someone else that you are acting or playing. So be real. That's one advice and for job interviews that I will give you. Another one is, so show real stuff. If you are a student and now you are applying you have a lot of education examples, you have a lot of stuff in your portfolio, which comes from school, maybe take a little break from school during holidays.

Take a week a few days to go help out a local shop, a local organization. To improve their service and then do something real that you can show, oh, this is how it was before and this is how it's now. And I've made a real experience in the real world and not just in the academic stuff. I think if you do that's like a super bonus element in your portfolio because it shows that you went the extra mile.

So that's another thing. If you're doing an interview that might be quite. And just before the interview, that's something that I always say back to friends who are applying and will spend a lot of time, thinking, should I apply to this or not? I'm not sure. Do I really fit these questions?

You don't have to ask them yourself, because when you send an application, is the job of the company to know if they want to speak. So you don't have to think a lot about should I apply? Because that's the work they do. So apply a lot. Even if you're not totally sure, just apply because then you will send, receive back a lot or a few people who are interested in your profile and.

You can then go in the interview and even if at the end you don't like the people, it was a good moment to prototype your interview to improve your inter interview skills. And for that, I would say apply like crazy. This is something that I highly recommend. Now we have a question from Claire who asks, what would you recommend now to mid-level service designers to grow in their career?

And here I would recommend. A few things. So these are different things. You don't have to do all of them. Maybe you just have to pick one or the other one, which I think is quite something which is very interesting is practice daily. Find a way to practice your survey design skills every day because.

If you're a service designer, obviously while you're working, you are not doing service design every day. Some days you're doing a lot of project management. Some other days you're doing a lot of admin tasks. Some other days you're just, cleaning your computer. But just, and that's why I would say find a way to practice every day, a little bit of service design that's a person, because that helps you grow because by doing that, you are what you do every.

And if you do everyday service design, you are a service designer, the order tip will be go deeper. And here the idea is as follow. You can choose an area, a topic to go to become the expert. Service design is quite a large thing. And so what part of service design do you want to become? Deep nerd.

Is it maybe one part of the process? Oh, I want to be super good at ideation. Okay, so go deeper in that. Or, oh, I want to be the academic nerd. I want to read every paper about services that, or you might say, Hey, I'm gonna be the one that knows every tool, every digital thing. Cool. Do that. So thing here is go.

Select something, one area that you're passionate about, and invest a lot of time to explore that deeper and become the expert in that tiny bit of service design. Then another way to do it to improve your skills and to grow as a mid-level service designer is to make the causes. So what do I mean with that is go out and meet other fields that are quite.

That's why they're called cousins, but that aren't directly services. That can be psychology, behavioral economics, social sciences, philosophy and then get an introduction to these fields and get interested in these fields or one of these fields so that then you rediscover some of the basics of your own field.

But from another. And you'll get new skills, new point of views that you then can add to your world. So basically, you will not be anymore just a service designer, but you will be a service designer for an eye for economics hope, or you will be a service designer who has a deep understanding of system thinking.

Oh, okay. That's where how you can profile yourself as a mid-level service. And obviously one thing that you can do to grow and help the community is to educate and help the community. Because what we know is the more you teach stuff, the more you also learn what you teach. So by being part of the community sharing your skills, sharing what you have learned, sharing the challenges that you have, you always become so a better service.

So obviously there is a lot, a few communities out there. There is also one on the on the Swiss Innovation Academy where you can co-create service design principles. If you want to join that one, obviously you are more than welcome to do a question from Catherine e who asks how to apply service design insights while also doing your daily work task.

Obviously work can be quite challenging. And we can have a bit of an issue to implement these service design insights every day. Again, practice daily. Seriously do it every day. If every day you have a reminder for yourself to practice the big ideas of service design in little principles then that's a very simple way to do it.

It's like sport. I was never a sports guy. And until three months ago, I started a new sport, which was doing just a little sport every day. And it makes it so easy because I don't have to think, I just do it every day no matter what. And now I'm doing sport. But when I WA more was doing it like once per week, it was very quickly, quick to forget about the routine and then to not do any sport.

The same goes for anything, and especially also the service design stuff. If you do it every day, it's just a routine. You don't have to think about it, you just do. And to do that block time, your calendar shows who you are. If in your calendar there is no time blocked to think strategically about what you're doing, to think to take time to observe what others do in the services and world, or to just practice a few skills, then you are, they're not growing.

But if you block the type, then definitely you help grow as a service.

And now we continue with another question, and this one is from Josie who asked what those service design look like in large corporation, and what is the role of the service designer in these organizations? So I would say the role of the service designer in a big organization is a role, is like the role of anybody else.

You are in a big organization, so you are part of a team and you are just one other team member. It's of like a humility reminder, but you are not more important than the developer, the business guy or the secretary we're just part of. And that's one thing that I'm very strongly think is we just part of the team and we should remind that to ourself to then stay humble in our interactions with the best of the team.

So that's, There is no special world. You're just part of the team. That's one reminder that I would like to give, but obviously there is more. If you are very interested in how it happens in big organizations I've collected a few resources about how it, how Some service designers work at Spotify, at Init, Airbnb, Lyft, or gds.

There is a few YouTube videos that you can check out and one or two articles too so you can hear from the people who work there how it really is. Obviously remember everything that is shared, like this is also kind of promotional material. Always take it with a bit of a grain of salt as you are already doing with what I share.

So let's continue. And now we are gonna continue with this, a series of questions about how to sell service. It's a question, a series of questions that always comes back and we will go deep in that right now. Marisa k asks, what techniques do you use to get stakeholder buy-in for service design workshops and exercises?

I would say first prove something small before you do anything else. That's something that I use myself when I change organizations where I work for for the first thing I do, I want to try. I try to find a quick win, something quick and easy that I can do a little project where I can help the team, help people, help the organization, and then they can see, oh, he did a good work on that.

And then people usually seem, think if he were did something good for this small project, he might do something good for the next project. And so you get some buy in, what you do as a person or as. So it's like something small to prove that you bring value. It's again quite a bit of a strategy thinking and not trying to sell service design right away, but rather to be useful and maybe you will not be useful with service design skills per se.

In the example, in my personal example when I went back to the Salvation Army, one of the first tasks I did was more about marketing. It wasn't a problem for me because the way I approached it was for me, a good way to show how my service design and mindsets could then also be shown in other projects and people now know, oh, he worked in that way.

It's kind, its funny and weird way how he did it, but it worked. So I now expect he will do the same for the next project. So that's one thing that you can do another. Before you sell anything is ask people what they really need. It's so much easier to sell something to someone once what their problem is.

As a customer, as a client, it's easier for me to say yes when I know that you're solving my problem. So that's, and for, to do that, you just have the question, I have to ask questions like, what do you need? What's your problem? What are the challenges you have? What bothers you at the moment?

That's the kind of questions that you have to ask and go through. But and this is maybe one of the last elements for me to answer this question, which is give power by offering. Instead of saying, Hey we are gonna do it this way. And that's the only way that can be done for it to be successful.

Try again, to have some unity and give power back to the people who take the decisions. Show them different proposals. Show them, oh, we could go this route or this route. We could do something very quick. We could do something very deep. When you show up these propositions, also always explain, okay, if you want quick and dirty then do this.

If you want to go deep and take the time, then do that. But just know the problem with option A is this, and the problem is option B is this and that. When you do that, you recognize that to, one was taking the decision is a smart person, and you give him back to power, which is something quite important.

But good news there is a lot of ways to sell service design, and we'll come back to that in just a moment. Another question from Lisa asks, how do sell service design the strategy logic part when clients, customers don't realize it needs to happen before the implementation part of service is. And here I will say, don't try to sell services.

Why should people know that you are doing services design? Often people don't care about your process. So why mention a name that will make people ask a lot of questions. Instead, use the names that they already know. If they speak about agile and service design is quite agile, speak in that way. Oh, I'm doing something which is in a similar way to, and then speak more about their end results because that's what people really care about.

The way you doing it, if they ask questions about it, you can obviously speak about that. But we don't need to always say, we are doing service design. And, most people I work with on a daily basis don't know that I'm a big nerd in service design because I don't speak about that with them because it has no value for that.

But and that's, I think it's a big reminder. We don't need to share this kind of information if it's not needed. So don't try to sell it. But on the tip is maybe give a Troy horse. So just a little hint. There is a great book by Dan Hill that you can read about that and a lot of stuff. It's one of the smartest books I have ever read, so go read that one.

But one of the ideas is the Troyan horse, and you might know this idea from the twin horse basically there was in a very old war, there was one part of the battle. Shared a horse with a big city and they said, oh, cool, we won. They gave us horse to show that they lost, okay, we gonna take it inside our city, but inside the horse we're soldiers.

And then they could come out in the middle of the city and then take one. So here the idea is find out what's one thing the clients you're working for, or the people you're working with really would love to get and pop inside that one thing. The strategic thing you really care about and people will say, we want the horse.

And you will say, no worries, I'm gonna give you the horse. But inside the horse there is another part which is important also to you for strategy purposes.

And as I said, you can learn to sell services and there is a lot of resources on that topic out there. And there is one question that I have already shared notes about that you can find on that link. Where I share courses tips from other people and how to share to explain service design, to pitch it and to sell it.

And. Go check that out. There is a lot of stuff that already exists if you really want to sell service design. Now we'll be back to another topic, which is the service design projects. So let's jump into that part. Question from Amin. How should I start? What's the first step to begin with when a service design project is waiting to be?

Again, a wonderful question. Thanks Amin for sharing it. I would say first thing, ask questions. That's a, that's an answer I give a lot. But ask questions to understand the context. Ask people why they're interested in doing this project. Ask people what their, what are their meetings? Ask employees and ask end users what they would like to have.

And also another question, which is very important is, Try to find out who really has the power in the organization to make the change happen. Because if you're doing a little project and you never have access to the people who make the final decision, it's not gonna work that well. So that's a big one.

Ask questions, try to understand the context, and once you do that, you'll know what you have to do and with who you have to work. And now we're back with a lot, another level break. At Service Design Principle, and this is one that is a draft because it's part of the third book in the series, and it's one that has been co-created with someone from the committee called Daniel Toit.

And it's a tip that goes extremely well with this question, which is he recommends help first those who you can impact the. So when you start a project, obviously there is a lot of things you could do and a lot of people you could help in your organization. And here, I think that's a very smart thing, is reduce the scope by thinking who are the people who can benefit the most of the fu little time we have.

If we work with these people, they get excited, then we can show to the rest of the team, Hey, it worked. We invested with just these people, and it worked. And then you can do another project and then grow your initiatives to impact even more people. But, be focused. Start small.

Start with the people you can impact the most. We have another question from m and g. He asks, what tool should I use for this, or each project? Should I use, apply all of that, for example, service blueprint interviews, or first start with design thinking or the process in general. And I have a question here.

I have an answer, which is quite simple. It's very different for every project. At least that's how I see it, which means you can't always say every project is the same. I use exactly the same process, or I use exactly listen to. At least that's not how I work. But the question rather for me is what's, what do I, what do we want to achieve in this project?

And from there think what are the tools and the processes we can use and follow that will help us the most and will help us to get quicker to the end result. So it really depends. And again, it starts with the question what do we want to achieve? But there is hope for you. If you say, oh, but that's an answer, which is not an answer because you just telling me it depends.

Fortunately, there are also typical tools that people use almost every time. For example, for me one of the tools that I use almost every time is interviews. Bit with stakeholders, bit with end users. Just having conversations with people, trying to understand them, asking questions.

That's one of the tools that kind of is key for. Always depends how I use it. Like the, but it's one that I often use. And the other one is workshops. Like getting people together in the same room to either prototype something, take decisions, co-create, find ideas. I think these are two tools that I often use a lot.

But again, it really depends on every

Another question from Amin. What are the best, or what are the deliverables of service design for a client? And here I will frustrate you. Because my answer is like the Swiss answer, which is, It depends.  The real answer is whatever this person needs to solve his problem. So the deliverable depends from each project and from the goal and the project proof.

So it's hard to say if every time you do a project, you end up with a service blueprint that you give to people. You might have to ask yourself, why am I doing this? Does it really serve each client that I. There is often stuff that we do in the backstage that is important to us to understand that project, but that is maybe not an end deliverable.

So you might have the same tools that you use for you in the backstage to understand things, but that you might not give to to the client in the end because maybe you think, oh giving the service blueprint at the end might overwhelm the baker that I'm working with. But it was important for me to understand the complexity of his.

Good. And then another client might want the service blueprint as available. So deliverable really depends on the project that you are doing.

Question from Kevin. That's quite a philosophical question, so stay on with me. Do you have any tips on turning an idea about helping others to help themselves into a service? So the question from Kevin is how can we make a service out of people trying to improve themselves? At least that's how I understand the question.

So to answer that, I have a few pointers that might help. The first one is make people help others first. And this is based on one very simple example, which is loneliness. And that's services that I have experience space. There is a lot of services that help people to get less lonely during Christmases Christmas time and, big holidays so that people don't feel alone and don't feel about it.

Usually it's like a big dinner party, a big community dinner party, but to get the lonely people in these events, it's quite hard. But some services have found that little trick. And the little trick is they say, oh, you could either come as a guest or you could come as a. And that's really smart because people who have a problem usually don't like others to know they have a problem.

I don't want everyone to know that I'm lonely so they can join as a volunteer, and then they are  flagged as I'm being, I'm a lonely guy and I'm coming to this. And then as a launch, you got, oh, I'm coming. As someone who. And that's very smart because it does a few things. The first one again, it removes the kind fear from people of being flagged as having a problem.

And the other thing which is pretty lovely, is that people then have to act as someone who know. The lonely guy has to act as someone who is not lonely because he is now the volunteer who has to go and speak to people. And so now he is empowered to go and speak to people, which means that by doing it, by teaching the way of doing it, he is learning it himself.

So that's maybe one thing to help transform, to create a service of people helping themselves maybe try their other route, which is lets people help others in the. Another part is play with ego. We are ego people, which means we like ourselves a little bit. That means how can you make the service in a way that people see?

That it makes them look good. They can share it with strength. They can show, oh, I did this thing and I'm getting better, or I'm helping people. It's good to have that. So maybe try to think about how can we use the ego part as a motivator in the service.

And other question right now, which is from Shago asks, as a university student, how do I dig for good context to build service design projects? Very good question. And the one that comes a lot in the coaching that I do in university is about service design. So let's jump right into it. The first tip I always give to students is start with interest.

Are you interested in this topic? Yes. Wonderful. Because you are gonna work on that for a long time. So it needs to be interesting to you. If not, just choose something you are interested about, generally interested about. It doesn't have to be a passion, but something that you think, oh, I could see myself reading about that in in 20 books.

Okay, cool. I can do that. The other thing is find a problem. Because it's easier if you're working on a service design project to have a problem to solve, even if it's just one problem and that, and the end of the process, you might solve a completely different problem because you at the end find out that the real problem is another one that's totally fine, but start with a problem because helps to get.

And another thing is make it super tiny here. I want just to share a few examples how tiny a good service design project is in university, for example. And these are projects that I have seen in the past year at the highest, which is the University of Concert, where it was pretty good master.

For example, one example is instead of saying, oh, I want to help all the people who are blind, that's very vague and it's gonna be hard to work on that. The other level could be, oh, I want to help blind people in Switzerland. Okay, that's be a bit narrow. Let's go deeper. I want to help people who are blind in Switzerland with their shopping problem.

Haha. Okay. Now we start to have something quite interesting, but we can go further. I want to help people who are blind with their shopping problems at Miko, which is one of the supermarkets in Switzerland. And now you have a very small scope, which is still big, but you have a scope which you can start to.

Another example, someone interested in sustainability. I'd say I want to do something about sustainability too big. I want to make something about sustainability for my village. Okay, that's already better. We have a context or I want to do I want to help my the citizens of my village better sort their.

Okay, now we have something which is very small and very actionable. A last example that I will give you is the one that I've worked with back in the days when I was in newly which is my scope, was I want to help the local homeless shelter off the Salvation Army in Mor. That's super specific.

So you can be very specific by what is the problem or what is the location? And when you are so pet specific, then it's super easy to find something to do. And obviously you always can make the scope larger after, if it's really needed. But start as small as possible and then make it larger. If it's really needed, it's much simpler to make it larger than make it.

Okay. And you are allowed to be lazy. Oh, yes. Because as a student in service design, your goal is to learn service design. So it's not important that you lose a lot of time recruiting people, getting people to get motivated about your project, finding a good context. No. No. Be lazy. Work with what you already have.

So it means find organizations where you have friends in, find organizations. Where you have friends who are in a war, in a power position, because it's gonna be so much easier to get them to do stuff with you than if you say, oh, I want to work for this dream company, but I don't know anybody's there.

So select something in a context that you already know where you already have connections because it's gonna make your life easier, and then you can spend the time not in project management, but in doing your service design.

Okay. And now again, a little break to bring another service design principle. And this is another one that we are co-creating at the moment with Uhhi. And this one is called, at least for the moment, make me want more of this sheet experience. And here, It's inspired by something that SW saw which is this eye patch thing that you see here.

Kids, they sometimes have to wear an eye patch to help correct their vision. And it's something that is quite disturbing for a kid because obviously he looks like a pirate, but not in a good way. It has to wear it, it's sticky. They don't. But some smart doctors found that way of fixing this problem.

And I think they ask themselves this question, how could we make it so that the kid asks at, oh, mom, can I wear another eye patch? What should we do so that the kid asks even more of this experience? And one thing they did was just two part funny childish characters on it. Disney characters Pick our characters on the I patch because now I look cool.

The other thing they did was to make it fun also, to remove it. And by having a little calendar where the kid can say, oh, I'm excited. I, at the end of the day, I can then put the I patch on my little calendar and it's starting to make an image. Wow. I'm excited now. So this is a good thing that you could ask yourself if you have a part of your service, which is quite difficult, ask yourself, how could we make it so that people at the end ask even more of this difficult part of the experience?

So this is something that was shared by Josh, and you can also participate in these service design principles. If you observe something interesting, just join the community, share what you saw, or just writing an email with, oh, I saw this. It's so inspiring. And will then try to find what's the service design principle behind.

Okay, let's continue. And now we are with the service design portfolio questions. That's one topic that got a lot of attention and a lot of love from people. So I'm gonna have a few elements on that for today. Sibel asks, do you have any service design portfolio examples? I could. Yes. See that obviously I have I've collected for you 20 plus examples of service design portfolios.

A few of them are PDF examples and other and more of them are exam are websites. You can access them. There is a link there. You can access them very easily. But here, three of them that I find very inspiring. One, which is the one of selling sar who has a portfolio which is extremely clean.

The Swiss driven in me loves it because it's structured, it's clear, has a lot of white space and like just a visual aspect of it is super clear and enjoyable. It's very well structured. I think go check it out. I think it's gonna be inspiring. Another one is the one from Mandy Do she manages to do one thing very good which is like this quick fact where she summarizes all of it in like the skills, the background and the output.

And I think with that she's pretty smart because the people who, there are different people who go in the portfolio, there are people who just have to check very quickly if. Good enough. And then there's the people who really hire you. And these are the people who really go into the details. But if people are just going quick, that's the stuff they need.

And this person this man did all, she understood that and she does it very well. And an other one is the one from Andrea Pastor, and she does one thing, which is absolutely lovely. She has portfolio with the overview, the goal, the outcome, and then a lot of images and stuff. But then on the side you have a little link to go in a pdf, which is like a, an academic paper about this case study where she goes really in depth, shares a lot of data and a lot of details.

And I think she manages really well to serve both kind. Giving you the overview and the good stuff very quickly, but then also serving the ones that are really wanting to go really deep. So let's continue and with this question, CBELL asks, what portfolio format do you recommend web or pdf? The answer always depends as as always one thing you can do is think who you are serving.

Are you applying in a big company, in a small company? What's, what is the type of company? What are the type of people who are looking for portfolio based on that you will know oh, it's a digital agency. They love Alling Digital, do our website. It's like more practical thing they might need a pf.

But one thing I can share is how I like it. And as always take it with a grain of salt. I like interactive slide decks that people can click in and play with. But that can be easily exported to PDF because, so I attach in my email the PDF and give a link so it serves both needs at the same.

I have a lot of more portfolio stuff to share with you. You can check out the link where you'll see more tips, structure, examples, how important it really is, et cetera. But did you know that only, I think about 47% of service designers. Had to share a portfolio. I think that's a thing that is quite interesting, might be the portfolio is not so important.

This is a research that has been done by the service design jobs website. And it's linked also there. You can check that for more details. Very inspiring. And now we come to our last question of the day, which is service design. Service design, philosophy. And it's what's too much service? How do you know if you're spending too much time, money, resources, reputation, et cetera, on some service in such as having a hundred day satisfaction.

G that's a question from Deborah and, can you have too much of a service? The answer is obviously yes. As sad as it is for me, yes, there can be too much service and it can hurt. There can, if you offer too many interactions, too many offers, too many gifts, et cetera, it can overwhelm people.

And that's something that I'm a bit guilty of because I'm very passionate about service. So when you go on the Swiss Innovation Academy website, there is so much content and sometimes people get lost. So I'm trying to make it easier for people to not get overwhelmed by my passion, but it can be a disservice because then people feel overwhelmed and then, When you're overwhelmed, you just stop your interaction there.

Another thing that can happen when you are offering a too good service can be that if it's a service about helping people you can make people dependent on you and then you might block them in their growth. That can be very difficult, especially if it's a service that helps people to make a positive.

If they're so dependent on on their service that they don't do the work themselves, then it can be at disservice. Yes, this is something that you can check out and to do that correctly. Obviously, As always, ask the question, ask people how they feel. Ask people what's really important for them.

What didn't they use? I think that's also something that is quite interesting. See what people don't use in your service, and maybe that's stuff that you can remove and, try it, remove it for a time, see if someone complains. If no one complains, it's that nobody had to use it. What are your questions?

We are at the end of the session for today. But I would be excited to answer much, much more questions, obviously. So if you have any question, just leave it in the chat. That would be lovely. And we will take it for another webinar. And we might have just a time for one question, so just pop your questions in the chat.

So that's We can maybe just answer one and I'll take the other ones for a feature webinar. But I see that there was a feedback that I will share with you, which is from Amman. He said, I wish I had this knowledge when I started as a design. I think people from any field who work in interdisciplinary teams and stakeholders can use lots of these insights.

A big thank you to you Amad for this lovely feedback. Seems. You got some value out of this webinar, which is obviously lovely. And if you have any other questions, we still have one or two minutes for that. While you are typing out your questions, let me share one last bit with you, which is a little bit of a thank you word.

Thank you so much for joining, for having joined this webinar. It's been lovely to have you all here. Thank you Marclin and thank you that Ada, Misa, Saia, BKU, Fabian, Sandy, Kevin, Alejandra, Brian thank you. All of you. These are the ones who committed. There's a lot of more people, but I don't very know your, know, your names, but still, I'm very thankful that you spent this time with me.

And the one. Thing that I would like to share with you today before we all go for other stuff is join the community. And you can do that now. I told you there is a service design service design co-creator community. What do I mean with that? I built a little community, which is around service design and around creating service design principles because from I make a lot of observations with, I see something interesting and experience, and then I think.

What's the thing that I can learn from that, that I could apply in other moments in other projects? And this is something that I do since years, but now I have started to do that with the community. And I would love to have the experiences that you make in services or with products that you found inspiring and then with you.

Collaborate to find out what are the principles that we can learn from that, and then use another project. And obviously this is stuff that then gets published in the book series design principles. So it's also a cool way to, to have your name on the book cover of something. So that's something that you can do that I would love if you could do.

And I'll end up on this note from Brian who says, thank you. You're my OB one, as I transitioned from industrial design to more service design thinking. Big thank you to you Brian. Welcome in the service design community. The last word for me will be this one is, Welcoming the service design community.

What, from wherever you come, you have a lot to bring. I don't know anything about industrial design, and you can bring a lot of stuff from what you already know. Always remember that you already bring a lot of knowledge and that's gonna make a big difference because you will be the service designer who understands industry industrial design, and that's an edge that is.

And we have another feedback from Taki. you very much for sharing all the wonderful insight and tips. I will start helping an NGO soon to make the world happier. Can't evaluate for your third webinar. Again, thank you so much for the feedback. 

Have a lovely week and a lovely end of the day.