You look around the room and realize you’re the only one who cares about the customer. ð« It’s exhausting to be the lone voice begging for user research while everyone else just wants to ship the next feature.
In this episode, Elle Beaumont-Bilsby and Nick Gaff join the show to discuss the heavy lifting required to be an in-house service design practitioner. We move beyond "thick skin" and look at how to build a sustainable career in environments that don't fully understand design.
You’ll learn:
- Why surviving as a lone wolf is impossible and how to locate "quiet allies" hidden in other departments.
- A practical framework for building resilience at an organizational, service, and personal level.
- How Elle and Nick practice high-impact design without having "Service Designer" on their business cards.
- Practical tips for staying sane and avoiding burnout when you are the only advocate for the user.
- How to find a support crew outside your organization to help you carry the weight.
I'm curious, if you had to make a guess, how many people do you have around you inside your org that get it? 1, 5, 20... let me know.
Enjoy the episode and keep making a positive impact.
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to the March Round Up
01:45 Defining Resilience
03:30 Service Design in Australia
04:45 Elle’s Design Journey
07:00 Nick’s Career Path
09:00 Effects of Digitization
11:00 Higher Ed Challenges
12:30 Impact Over Tools
14:00 The Resilient Self Season
14:45 3 Altitudes Framework
16:00 Organizational Resilience
17:00 Resilient Service Design
18:00 Personal Development
19:15 Recharging and Self-Care
20:00 Resilience as a Quality
21:00 Individual Resilience Focus
24:15 Peer Support Systems
28:00 Navigating Corporate Culture
31:30 Vulnerability in Leadership
35:45 Building Internal Allies
39:00 Friday Afternoon Reflections
42:15 Success Beyond Metrics
45:30 Managing High-Stress Projects
49:00 Sustainable Innovation
52:15 Resilience as Design Criteria
56:45 Switching Off and Recharging
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
â https://servicedesignshow.com/circle
--- [ 4. FIND THE SHOW ON ] ---
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