Welcome to this third Service designer webinar. I'm so excited that you guys are all here. 

In the pipeline today we have a few things. So today you will get a few things and after there is a few. Bonus elements too. So the first thing you'll get is this one is obviously answers to your service design questions.

A few community members have sent in advance their questions and I'm so excited to be able to answer them. And what's lovely is that all these questions then get kinda extracted as little clips and then published in this service and questions and Answers library, which is published on the Swiss Innovation Academy website.

This means that this library gets more and more questions and answers through the time with stuff that comes from webinars, but also from the coachings that I do with service design students and also with questions that people ask me in other times and or that I publish there. So you have like a single place where you can find a lot of stuff about your questions on service design and have.

A few answers on that. So that's the first thing we're gonna do. Service design questions. The second thing we are gonna do is we are gonna speak about service design principles, and I'll share a few thoughts about what's, what are service design principles, why they are useful, how you could build your own service design principle library.

Also, I'll share a few of my favorite service design principles I've encountered over the years. A quick note though, I created a little quick guide for all of you who are interested in that topic, and it contains 200 survey design principle titles that could inspire you with two little exercises to turn these inspirations into something practical for your projects and work.

So that's basically what I have for you today on the. What's important to note though to note is that this is all like a big trailer. So watching your full thing will feel very bit overwhelming of information. But that's a good thing because once you've watched everything, you can then say, oh, I want to re-watch that bit, which was very specific and I know that's something that I really care about.

And then you can go on the service line questions library and get even more details. And what's lovely is that over the years I add even more details to these questions, so don't hesitate to come back to see this stuff. So get ready for a trailer sandwich where you gotta get a lot of information in just about an.

So that's it for the kind of introduction and let's go right into it with our first category of questions, with our service design career questions. And for that one, we have a first question that is, what are your tips on verbal communication for purchase service design, job interviews? That's a question from Rina, and the question goes on like that.

So what are the practical things we could do here? The first thing to note is a job interview is just at Job I. What do I mean with that is if it's a service design job interview, if it's a UX design job interview, if it's a sales job interview, it's always an interview, which means that the tips that people got from an other field can also be used in our field because in the end, a job interview is a job interview, so don't hesitate to go out and look for.

Advices experiences that order based on how to best nail a job interview. So that's the first thing I would recommend. Practically, how can you do that first? Obviously you can Google it, but you can also go on platforms like skills share, where you can find a lot of courses on how to best do the verbal communication in your job interview or like this course here which gives you techniques to get hired.

So you'll find a lot of stuff outside. If you think outside of the service design box, that's like the first little thing to keep in mind. But if we continue on that topic, there is a few other tips. The second one will be see the job interview as another service design project. And what do with that, what I mean is basically A service design, job interview, or a job interview isn't experience as any other. So it's the job of a service designer to make this experience something lovely. And we have a kinda a process for that. When you do, when you try to improve an experience, usually what do you do?

You do your research, you ideate, you prototype, and you test. And these are all things that you can do for a job interview too. So you can do your research. Look who are the people who are working in this company? Look who are past eye hires, people who are working there since years and maybe, get in touch with them on LinkedIn and ask them a few questions.

Another thing that you can do is then ideate. Think about how you want to structure your job into what are the things that you want to bring in and prototype. Try out your job. Interview with family, friends, colleagues, and, run it. Try it. Try your kind of verbal skills in a real setting before getting into the actual job interview and, Improve based on the feedback you get.

Try again. And that's how you get into this how you can be sure to then get hired in that job interview. So see the job interview as another service design project where you can use research, ideation, prototyping, and test it. Keep that mindset and it's feels less overwhelming and daunting because it's something that you already know how to do, but we have more tips.

And the other one is have your. Be it your pitch for a project a specific project in your portfolio. Be your pitch for your own presentation. Have it already ready in short and long versions. This will help you because it depends on the job interview, you will see. Okay, this is a fast paced interview, so I'm gonna just go with my short version.

Oh, this is someone who's a bit chatty and I feel he likes to have it longer answers. So then you provide your longer answer. But for, to have this pitch ready, obviously you to repeat it, rehearse it a few times before. So that's a, I want simple key, anything is repetition. Rehearsing helps a lot in a job.

And the last tip will be that one, be the chocolate guy. What do I mean with that? Have something special that some, that people can remember about you. So a little story here I work part-time at the Salvation Army. Salvation Army is like this big church, and here in Switzerland we have a big hq which has kind of several floors a lot of people in it.

And so it's basically impossible to know everybody and it's impossible that everybody knows you. But the one thing I found, which kind of works for me is as I have to be in touch with many people in different departments. Every time I go there, I buy a big box of chocolate and then I go on every floor and just do the tour and knock on the door and say, Hey guys.

Chocolate and I give a little bit of chocolate. And now what happens is that people know me as a chocolate guy. They don't know exactly who I am or what I do, but I, they know that I'm the nice guy who brings chocolate. And what happens once they start working with me, they're like, oh, your chocolate guy, you're working on the project too.

That's awesome. So this is a one little trick that you can use is be the chocolate guy or girl. What do precisely with that? Do I mean that you should bring always chocolate? No, obviously not. But bring something. It could be something physical that works always nicely that you can leave to people, which is a bit special.

That is a bit unexpected, that they then will say after the job interview, when they review the different people, they will say, oh, we had the one which had a project about sustainability. And then they will speak about you and then say, oh, that's the one who brought the cookies, ah the cookies in shapes of little hearts and thumbs up and thumb down.

Oh yeah, that was her. She was salsa. Leave a trace. Something physical that people can remember. Obviously it's not something verbal but it's a little bonus tip that can always help you in your job interview. Let's continue our journey with this question. How can you work in a service design job if you don't have a service design degree?

Good question from Joe Anna. And yeah, it's always difficult when you feel you don't have the credentials to do the job. How can you do the work or, and how can you get hired? The answer is in fact, quite. You can. That's the good news. And the good news is that there is even data that shows that it is possible to get a job as someone working in service design, even if you haven't a proper in it.

So let me share with you the data of this report. That's the report, that's a report called the State of Service Design in the us. That's a report that has been published lately, so in 22 and 22 by the agency from in the us and it analyzes a bit the career path of service designer and how it is to be a service designer in the United States.

And what we see here is a few elements that can be interesting. The first learning from that report is that most people who. Our service design practitioners indeed don't have a formal education and service design. And that's what we see with this 24%. Only 24% of people who responded to that research have a formal education in service design.

Okay, interesting. But still, they are working in a service design capacity, even if they don't have the proper education. That's inspiring. So the data shows us that you can work as a service design even if you don't have a proper degree. Okay. Very interesting. Now let's go a bits deeper and here there is a mental shift that I find very interesting that it's shown in this report.

And this is one insight that I find extremely interesting. A high percentage of service design practitioners are not working in service design roles. So there is a lot of people who are using service design skills who consider themselves are service design as service design practitioners.

But these people maybe don't have a service design job title. And that's quite interesting because if we look at it myself, I work part-time at the Salvation Army and there I don't have the title, job title service designer, senior service designer or something like that. So my job title is Innovation Coach.

But what do I do? I have a lot of service design. I use all my service design skills there. So is it a problem for me to not be called service design? No, I don't care because what I care is what I do, not how people call me. You can call me chocolate guy. I like it. No problem. You call me, can call me innovation guy.

No, that's okay. What I, what is important to me is that I'm doing my passion in services and that's what this report is showing us. And it's like mental, that is quite interesting, which is this idea that to do a job in service design, you don't have to do it with a title, with a job title. That is service design.

So it's very possible to be a service designer without a degree and service design.

Okay, next question. Really asks, how can I show complex services design work in an attractive way without downplaying the efforts that went into it? Again, a very good question because a lot of the service design work is hidden work. We do a lot of testing, we do a lot of research, but what people see in the end is like the simplest answer, the most effective answer, the most effective experience that we can get out of that.

Obviously were tons of hours of work involved in making something very simple in the end. So we should also show what happened in that backstage to the people involved in projects so that they can feel proud of all the work we did for them. So how can we not only show that it's an exciting project, but also show all the work we did previously.

And in this same type don't overwhelm people. That's a bit of a challenge. So let's see a few ideas on how to work in that challenge. One first tip could be this one, you can separate the pitch from the behind the scenes. So separating the part where you explain why this new service design project, this new experience is so awesome, so smart, so useful.

That's kinda the pitch part where you explain, this is cool, this is useful and this is the story behind it. And then having another part where you speak completely from different things, which are, which is, hey, how hard was it to do the work that led us there? How much did we work? What did we exactly do to arrive to that part?

And that's, that are, these are two very different things, and I think it's quite interesting to separate the story. Which is why this matters, why this is important from the kind of behind the scenes work, which might be a bit boring, but very informative. And by separating both you don't have kind of this overwhelming bit where you explain, oh, this service is really cool because it helps people a lot.

And by the way, we did a lot of research, blah, blah, blah, blah, blah, blah, blah. Here is how we did it. Da Oh, another reason why it's important is this. Then, it's mixed up in the brain of people and can be kind, get overwhelming. So try to separate it. There are two ways to do it.

Either you start by saying to people, Hey, we did a lot of work ba, this is all the work we did, and then what did we end up with? Then you share the story of your new.  or you do it the other way around, you say we have a new and awesome new service. This is the service, but how did we get there?

And then you tell the behind the scenes stories where you show all the work you did. So that's like the first step, separating the pitch and the behind the seats. The other tip that I will sure love to share with you is transform it in numbers. It's hard to show like all the details because it's could be overwhelming, but sometimes it's just nice to say, Hey, we worked 20,000 hours on it.

Poof, that's a lot. One number that tells me a lot about what you did. Or show me the impact with the percentage. And then people can get excited. And it's something that I didn't invent. Obviously it's something that I steal from the lovely guys. At Apple here we have an example of a keynote presentation where, they just put the big number and say, Hey, this is the story.

We have 85% of people who do their upgrades very quickly, and they don't speak about all the data details that went into it, but that number shares something important and shows the impact in a meaningful way. And if we continue, let's continue to be inspired by the guys at Apple. They do another thing really well in the presentation of new products and services.

They show a summary. That's a little bit overwhelming. Let me show you how they do that. So here is an example from one of their keynotes on iPad wise which is the operating system that you find on your iPads. And here what they do which is so interesting. What they do something that is quite lovely, which is they present everything and then they say, Hey, okay, that was a lot information.

In short, this is all what we changed. And then you say, oh, okay. That was a much more than what I saw because basically one, you are in it. Not much didn't change. But then when you see it all in one slide, it feels oh, that was a lot. Okay. Okay. We learned a lot. Or they worked well. And that's a thing I think that can be quite inspiring.

Show a visual summary of all what you did and let's consider, again, I think Apple is a good example for, with this kind of how to brag about the hard work you did without overwhelming people. The another tip that we can take as inspiration from them is show. What you won't talk about because, it's not because we can't, we won't talk about it, that we can't brag about it.

And here is an example of how they do that. You have here an end slide of a presentation from Apple. When they're presented, they presented the iOS 11 version. And so this is during their developer conference and they presented it and then at the end they basically say, and we did so much more.

And what you see here is that you have all these keywords that are new features, new capabilities that they put in their software, but that they don't win, that they won't talk about. But for people in the audience, they see, okay, there is so much more work. And what's lovely. Someone maybe is very interested about one of these elements, and they might say, ah, cool, they didn't cover it in the presentation, but I, that they did it.

Okay, I'm happy, I'm relieved. And that's the, that we can get from this example. And so to conclude this question last tip is, give us questions. So when you do a live presentation about your service design project and want to show that there is more, do your presentation at Georgia.

Keep time for people asking you questions. And there you can even provide a list of questions, you could answer. Even if people don't pick a question in that list, they will still read it and see that you have the answer to that specific question and therefore that you did a lot of work. So there is a lot of ways that exist to help you show that you did a lot of work and do it in an attractive way.

Now let's jump to the next question. Question from Joanna who asked, how can you show that different backgrounds contribute to the service design work in valid ways? And for this I would say one thing that we do a lot in service design is we try to reveal what is hidden. And maybe that's exactly what we should do here.

I would suggest reveal the hidden talents. Whistle is, so if you have a project team, And each person has a different kind of background, and you want to show to your clients or to the organization why it matters to have all these different people in that team, show every person, take a little photo of everyone and say, okay, this is Mark, this is Bob, this is Judy.

And then below each person say, okay Mark. He has a background in research and that's gonna be useful for us in this project. For that part, this is Judy. She comes from a medical background. She was a nurse before. We gonna use her empathy skills in that part of the project. Now people can realize, okay, it's not just that there is a big team and that's good because it makes the workload easier.

No, these people were chosen for the different backgrounds that bring something very specific to the project. So we need to reveal that, and there is a double value in revealing that. The first one is obviously for the organization or the client to realize, okay There is richness here because we have such a diverse group with diverse experiences, and that's gonna make our project better.

Okay. That's on the client side, but on the team side, it gives like a purpose, a mission to each team member where he knows, okay my past is very important. My past experiences, my past skills are valued here. And I have a special mission because I'm the only one who has that special experience.

So it has a double value, which is very useful. And if we want to go in a deeper way in showing why this diversity of backgrounds is necessary. You can speak about this sick thinking hats from the Bono, which is like a thing which is quite well known in the innovation branch and with people who maybe have heard about brainstorming and this kinda stuff.

So basically it's an ideation technique, takes thinking hat and comes from this lovely guy DEO. And the technique is goes like that, is you have, you give six different you give six different roles to different people. What will happen is one person will have the kind of the fact guide, the other one will be the optimist.

Another one will really look at the risks and the other one will be very intuitive, one very creative, and so on. And and what we show here is by using this analogy, what we can explain to our clients or to our team members, look, there is this ideation technique, which is quite old, but that is well recognized and that works well for getting better ideas.

And one thing that we do there is we give a special mission to each person. And that's basically what we do by having different people who have a different background because each background gives you a different patient. So that's a little, that analogy that you can use if you.

Let's continue again with another question this time. How do you best communicate? What's the role and what isn't the role of the service designer? That's another good question on the service design career aspect, because, service designers can do a lot. We are this generalist role, so we can help in research, we can help in pure graphic design, we can help in strategy, we can do a lot, but not everything is obviously our job.

So how do we set a healthy limit in our projects and our work? One of the first tips that I would love to share with you comes from the book service end Principles, 101 to 200, and it goes like that. Show me what you want to for me. The idea here is pretty simple. It's sometimes it's easier to clarify what we really do by showing what we want to.

Okay. It's quite simple in a way. If I tell you I'm a service designer in this project, but I will not create all the marketing share at the end. Oh, okay. That's interesting. I thought, you have the word designer in your job title, so you could also do all the graphic design. Huh. The fact that you speak about what you don't do and that you reveal it in advance forces people to realize what's, what you really do

And that's quite a useful technique. So that's one technique. The other technique is to do a pre-mortem. So at the start of your project, Gather the team around the client the team in your organization, and think about what will go wrong in the end or later. And imagine in advance what will be the collisions between the roles.

So for example you could think about, hey in the past on projects, we had a problem where the research team felt left behind because the service designers did all the work. And so the re the research team says, Hey, next time we would like to get more involved. Okay, cool. So we can work on that and we can specify that this time it isn't the service designer job to prepare all the research, but maybe in that specific project to just receive the results of the research.

So I preor them on How the different walls could collide, can be something interesting to reveal. Where does your job start? Where does your job finish? And what are things that you don't do, but someone else does. Okay, now let's continue with another question, and now we go into another sphere, which is the service design philosophy question.

And as always, when it's questions about philosophy, it's, the answer is usually, it depends. But let's look at the, one of the questions Kathryn asks, should we really make all experiences less should. Okay. Very philosophical question. I think if I had to give a gut feeling, I would say today there is already enough pain in the world and it's quite good to, remove as much pain as we can.

That's my gut instinct. And this is something that that I've shared already in the past in another webinar with this new service design principle that I kind of love, which is make me want more of this shitty experience. And the person who asked the first question reacted in fact to this principle.

Let me go a bit deeper in here.

So in this story, when you are a kid, you have to put sometimes an eye patch over one of your eyes because one of your eyes is a bit weak. And so having that eye patch reinforces the the other eye. Good thing. Very positive. That's awesome. But the problem is it's night patch and kids hate them.

Why? It's sticky. It makes look them funny. Other kids make fun of them, not a good experience. And it is, it's not something to like, but some smart eye doctors have found ways to make kids like these experience, even if it's a shitty experience and sometimes even ask more of this experience.

And that's the example that SW shared with us in the service design community with this little poster where the kids can put at the end of the day, The little eye sticker on the poster, and it then reveals a bigger story or a bigger visual. So quite lovely. And the other thing that they do is on the eye sticker, they put a character on it or something fun for kids, which then makes other kids feel like he has a super cool eye patch with Donald or with this Pixar movie hero on it.

And that feels cool. I'd love to have that. So yeah, they turn something which is laying into something fun that's cool. And they make the kids see the progress with this little.

But sometimes pay has value and that's something that we see both from our buddies and its services. When you put your hand on a hot solve you have a lot of pay and it's pain makes you react and take out your hand from there, which is a good thing. That pain wasn't useful. Information that made you do something that is quite healthy.

And in some services pain or friction is something that can be useful too. For that. We have another example from another service design principle, which is from the book service design principles, one to 100. And the principle is called uncertainty Makes users safer. And that's a story where in a village, a small city, all the traffic lights just didn't work.

For a period of time they were. So quite dangerous situation. If you don't have any more perfect heights, things might go wrong. You might think, okay, there will be a tunnel of accidents, maybe even some death. Terrible. But what happened in reality was that people were way more careful. So to even traffic flow was better.

So not more accidents, just a bench traffic flow because everyone was more careful. So here the pain this friction was in fact something that was useful for people in some way. So not all pain is terrible. Not all pain should be removed. So in short, we can say as always, with every service design, philosophical question, it all depends.

And the kind of rule of thumb we could have is this one. If pain is unnecessary for growth, If it doesn't help, if it has no value for the person, then remove it. If it's not a valuable information, if it doesn't make people more careful, if it doesn't make them grow, then why keep it? You can't just remove it.

But when it has this value, right? Makes people grow, right? It makes people learn new things react quicker, then maybe that pain is necessary and should keep it. Okay, now let's continue with completely other topic service design principle questions. And on that topic, we have a few interesting questions that I would like to explore with you.

But first, Take a little bit of time to make a little definition. What is a service design principle? A service design principle is an idea, a tip, an advice or a principle to remove, to improve the human experience. What do I mean with that? Is, the human experience. Does it, do we just care about the end users?

No, because service design has something which I quite like. It cares about all the humans involved in the service. It, we are interested not only in the end user, we're not only interested in the employees, we're not interested only in the shareholders and the boss in the stakeholders, in departments.

We want to make the experience something lovely both for those who go through it and for those who build it. And that's something quite interesting. So service design principles help people go through these experiences in a lovely way. And one of the first questions is this one, why should I create my own principle library?

Okay you might know that I wrote two books already. I'm writing the third one on a list of service design principles. And I think there is a lot of value for you to do that also in some kind of way. So what would I suggest to you to build your own service design principles library? The first thing for me is this one observation more than books and experience more than persons are the prime educators.

This is not a smart sentence for me. It's a sentence from ammo Bronson Alcott. And I think there is a lot of value in that sentence because it shows us that by observing things we can learn a lot. And when you build a service design principles library you are, you put yourself in a position where every day you go out and you look at what happens in the world with an observer eye.

You just, you aren't anymore just going through things like a normal user. You take your observer eye and think, Hey, what's happening here? That is so interesting. Why do I hate this so much? Oh, why do I, did I smile right just now to this staff member? You take a bit of a different role where you look at the service as an observer and you learn from it.

So that's one first valuable thing. And through these observations you learn a lot about music. The second thing is that it's gonna be a positive daily routine to improve your service design skills because when you are in this idea of, oh, I want to collect service design principles I want to write down all these tips that I found and see, then you are performing service design on every day.

If we look at the reality, when you work as a service design practitioner, you're not really doing service design every day because some days you have just admin tasks to do. Some other days you are focused on project management organizing stuff. You're not doing interviews, prototyping ideation on that specific day.

But when you are building every day your little survey design principle library, even on those days, you can take five minutes to. Go out and say, Hey, what is something interesting here that I see? What's something interesting while I'm at the grocery store? What's interesting here in all these email communication that I had to make for this project, what did I learn for another project?

So it's a positive daily routine that keeps you on your service design mindset and it'll help your, for yourself. Having a library is something that is quite lovely because then you can search in it and say, oh, I remember I brought a tip about something like repetition and you can't type in your search bar and then see what are all the tips that I have about this topic?

Okay, cool. I can use that in that project. And that's something extremely helpful because at that time when you did the observation, maybe it. You learn something, but that wasn't practical yet for a project that you were on, but your future self will be in new projects where that observation that you did a few years ago now will become useful.

And because you brought it down somewhere you will be able to use the power of what you learned back in the days.

How does a service design principle library look like? Another interesting question that we can explore. It can be as simple, exactly as simple as this, as. Your phone photo app. So when I started to collect services and principles, I just had them on. I just took photos and put them on a special folder on my phone, and I just went through them and I, oh, I remember this experience.

It was interesting that, that was something, I learned this from that. And because you have the image, it helps your memory go back in time. And one lovely thing is if the image isn't just working for yourself make a short video, 30 seconds of clicking record and showing it around and say, Hey, what I want to remember here is this.

And say a few words and now you have a recording you have on archive from what you have learned. This is like the simplest way that you can do a service design principle library, but it can look also more nerdy and complex. Obviously that's how it looks on my side. Today when I'm writing, so design principles, it looks a bit more complex.

I'm using a tool called Notion, which is a bit of a bigger thing where I see every principle and how, where it is in the writing stage. Is it just an early idea? Is it something where I have all a few notes on it? Is it something that I been through one time, two times, three times? That's like very, a very professional tool now for me.

But it could be also very simple like we just saw before. Or it could be something lovely and inspiring, like this template that I built, which is much more visual, which has inspiring quotes in it, and which is something that you say, oh, okay, cool. Now with that just opening it, it feels already inspiring.

And one lovely thing that is in this tool is that what on the bottom right is this feature to resurface resurface past learning. So what if you use that that tool for a long time, it will show you, hey, one year ago you brought a principle that was called this might be interesting for you today, maybe, or one month ago you wrote this and it brings back to the present, past memory, past experiences that might be useful right now.

So this is another way to do it. But the one thing that is important is not how does it look, which tool do you use, but more does it help you to search in it on the moment you will use it? Because once you write something, usually it's not on that moment that you need that tip. You made a lot of observation in the grocery store, but you're not yet working on a grocery store.

But it's still interesting, so you keep it, but in a few years you might work on a grocery store project and then you need to be able to go back and find that information. So use a tool or a system that helps you search very easily in it. If it's your photos app, cool because your photo app has information like location or now today, these apps are pretty smart and if you write dog it finds all the dogs in your photos.

So that's quite a useful tool if you use a note taking app, you can use tags and text to search it. So just ha use a tool that has a search function in some way or not, or another so that you can fi retrieve this information in the future.

What's the minimal version of a service design library? So as you might know, it can be pretty complex. It, I do my service design principle library on a tool which is quite complex, which is called Notion. It's a database. It's a lot of connection between auto databases. So it's a professional tool.

It's a very difficult thing, but, you might say, but I want to start today, Daniela, and I don't want to learn that crazy tool that you're using. I just want to get started today. Good news, you can do that today by just taking photos on your phone and having a special folder in your phone photo app, which is called Service Design Principles.

Just do that. That's already also you do that you are collecting thing, experiences that you find inspiring and you have them all in one place that's already added. And now because of that, you will have an observer eye to all the services that you go through. But if you want to go a little bit further, but still keep it minimal, add a short text to every photo.

So maybe you come through that in your photo app because your photo app maybe doesn't have a notes feature, no problem. You could do that with have having a different notes app where you put the photo in, cut a little title, which is like the tip that is suggested to you from this experience that you went through.

Or if you feel a bit more in a sharing mood, you could say, Hey, I'm gonna share the photo that I took on LinkedIn, on Twitter, or anything else on TikTok. And I'll share a little comment about that and why I find it inspiring. By doing that you're not just helping yourself remember, but you're helping also other professionals learn from the experiences you are going through.

Next question, how many principles can you extract from one story? The short answer is quite simple. It's way more than you think. In fact, way, way more than you think. Let me share you with you this little story. I have a good friend who shared with me the story of an experience he had with going to the doctor when he had an emergency.

And basically we spoke about a phone with him about that. No, like a usual conversation you have with a friend 45 minutes. And from that 45 minutes call what happened is I could extract four different service design principles just from him telling me, Hey, this is what I went through. This was great.

I hated that, blah, blah, blah, blah, blah. Just one experience, four service design principles. So that's quite inspiring to me because it shows one thing very clearly. It shows that you experience already enough today to learn. You might say I didn't, I'm too young to create my own service design principal library.

I didn't experience enough in my job, or I'm too junior. No way. Because in every experience you live, there is something to learn. And in some experiences, which are very emotional, there is even many things to learn. So if we do a bit of a quick math, I think every day we go at least through one experience.

At least one experience. What do I mean with that? Every day you at least go outside in the suite or you send an email to someone. You are, have an interaction with the rest of the world. At least one, you should have at least one experience per day. So if you have at least one experience per day, there is seven days in a week.

And we do we multiply four. Principles per experience. By seven days in one week, you could potentially already find 28 principles. Kind of magic, huh? Isn't it? So that's what I want to show you here is you already experience enough to learn and to extract learnings that will help you in the future.

What are different types of service design libraries? So the way I build my service design library is a service design principles library. And I make it with the books I publish and also with a little app that I have, which is not, and a principle library. What is that? Basically it's a place where you write tips for your future.

So every time you go through an experience that you find inspiring, you say what's the tip that I could extract from here for my future self that will help me in the future? And that's a principles library. So it's maybe something that you learned today that is not useful yet, but that you know that in the future might be, So that's one way to build a service design library.

Another way to do it is to create a questions library. And that's something that is quite useful if you are in a team setting or you are like me in a bit of a educator role. What you will do here, you will write down answers to key questions. And why is that great for teams? So if you are working a big organization and you are the guy or the guys doing service design you might have to answer all the day to the same question.

Basically what the services are, what's your process? How much does it cost? How long does it take? Why is it important? All of this stuff. Writing things down in a question library with the most frequently asked questions. The next time people someone ask the questions, obviously take the time to have a conversation with them and then leave them with a little link where they can go and see the structured answer to also as an archive of your conversation.

And that's very useful because then also when new people come in the team, they see, oh, this is how our way of working. These are the questions that we had in the, and that's how we answered them. That's another way, which is very interesting to create your own library of services, design content, and.

Or third way to do it is to create a resources library. What do I mean with that? That's maybe the simplest way to make it here. The idea is just to have on your computer somewhere. It can be a notes app. It can just be in a folder. Have a few folders, each one for each active project or future project that you might work on.

And in there, every time you read an article that is interesting and say you ask yourself for which project will this be? Interesting. Okay, I'm gonna put it in that folder. Every time you see a tool that is interesting, copy it, put it, and that folder. And so what will happen? Once the project will start, you can then review all the resources, the material, your articles, the tools that you have already at your disposal to get started.

That's quite lovely. Or in the middle of the project when you're stuck and say, oh, we need something to get untuck. You can then go and look at all the resources that you have collected and see, Hey, I read this article which I found interesting and now I re I see it again in the folder. Oh, there was this quote there that was so interesting.

Okay, that's gonna help us get unstuck. So this is this kind of third way to do it. So in summary there are three ways that I see for now on how you can build your own service design library, build a resources library build a questions library or build at principles library. These are the different ways you can solve this problem.

Now, what are recommended books to start your service design library? Oh, you might be excited. And you might think, Hey I've read your book service Design principles. I saw this idea of creating a library for yourself of ideas that we will, we use in the future. I'd love to do that. How do I do that?

Are there books that explain it? Yes, there are. It's, I could use these are not books that are focused specifically on how to do it for service design, but more generally for knowledge work. So this is like a, it's a bit more general, but very useful too. The first book that I would recommend is this one Building As Second Brain by Thiago Forte.

This book is really good because it helps you to organize all what you read. And consume and turn it into something shareable or something that will be useful for your future self. It's a book that came out just a few weeks ago. It's quite new but it already has been quite loved by the community and I really recommend that you check it out.

Another thing, another book that I will recommend is How to Take Smart Note and I think the title Sakes says everything. This is basically a book that will help you on the note taking side. Service design principle basically is a little note about a tip that you want to give to your computer self.

So knowing how to write better notes is definitely something that will be helpful if you are interested in building a service design.

What are the different profiles of people creating a service design library? With anything, once you want to create a service design library it all depends. There are different ways to do it, and the ways of doing it depend on how you take as a person, what are the, your strengths and your weaknesses.

I look back at the different ways I've done it in the past and try to formulate different personality traits and different ways you can build your own principle library. So there is one way which I call the small drops, and here the idea is work on it a little bit, five minutes every day.

Now it's like a, like brushing your teeth, you just do it every day a little. It's not much work, but in the end it pays off. That's how I wrote the second book in the service design principles series. I just worked on it every day a little bit while the baby. And with that, I could then write a book in the year.

Another way to do it is the sprint away. That's how I did it back in the days when I was younger and had more time. I didn't like the idea of working on it every day. It felt no, which means I don't need that. And then what I did is basically I took photos of interesting things during the year and once a year I basically just sat down for one or two weeks of holidays and wrote like crazy.

I just did that 10 hours per day, like crazy. And in the end I had a design library. So that's another way to do it if you have the possibility to just put a week aside and work on it in a sprint mode Another way, and that's the one that I'm using a bit more in this third volume of the service design principle series, is the co-creative way where you might say I have a bit of an issue writing myself.

So I'm gonna have conversations with people and through these conversations we gonna explore a situation and then try to find out together what we can learn from that situation. Because conversation is something supernatural, it's super easy and you cannot just have a conversation. And through that conversation there you will learn things.

The last thing the last way to do it is like the productive side the productive guy. That's someone who maybe has a bit more money. Has definitely no time and just wants to have the highest impact with the least effort. That's maybe some, someone who says, I have the ideas in my head, but I don't know how to write them.

So what you could do then is basically record a note and say, Hey I went through this, I took a photo of that. This is what was interesting in my mind, and you say it was a little little bit of thinking voices. We trying to reform it live 200 times and then you send that to a writer, a freelancer somewhere who then takes that and formulate it in one career piece based on your rough mental notes.

So these are the four different ways I see you can build your own service design principle library. And I built a little kind of personality test that you could take to see which one of this personality type. Is more like you and what are the tools that could help you if you have that persuade rate and what are the mindsets that you can use to continue your exploration?

But one thing that is important to say is you can obviously mix the styles, which means that now, for example I'm working every day a little bit on it on my service design principles library, but from time to tie in I also use a kind of co-creative way to do it. So it's not either or, but you can also pick a few elements of different style.

So what's your question? We covered now in this webinar a lot of questions. I hope this was a lovely session for you. Obviously I'd love to hear from you. If you have follow up questions for that, just leave a little comment and I'll try to cover your question either until the next webinar or at the next webinar.

Thank you so much for watching this webinar. It was a pleasure to share that time with you. And if you want, there is a free community where you can ask your questions.

Also share your service experiences that you find interesting. And I would love for you to join the community so that we can have also a little bit of a chapter and continue our exploration of service design together. 

Thank you again for the time you invested today with me, and it was lovely to spend that time with you.