How listening is the secret to better services / Indi Young / Episode #165
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This can transform your business strategy... That\'s what I thought during my recent conversation with Indi Young. Indi recently published a book titled Time to Listen.
\\nHere\'s my summary of the book. It teaches you how to design services that are less harmful, more accessible, and in the end, better for business through the "simple" act of listening. Basically, transforming open and honest conversations with your customers into one of your most valuable assets. But if it\'s that easy, why isn\'t everyone doing it?
\\nWell, Indi argues that we first need to become better listeners. So what does that mean, and what is the path to get there? Can anyone do it, or is it a natural-born talent? You\'ll get all the answers in this episode.
\\nBy the way, if you fear business stakeholders will disregard qualitative research through listening as subjective and anecdotal, you\'re in for a surprise!
\\nEnjoy the conversation.
\\n--- [ 1. GUIDE ] ---
\\n00:00 Welcome to episode 165
\\n05:45 Who is Indi
\\n07:00 Lightning round
\\n11:15 Origin of the title
\\n17:15 It\'s time for listening
\\n20:30 Who is the book for
\\n26:00 What do we need to do
\\n29:45 A concrete example
\\n33:30 The magic of listening
\\n40:00 Why do patterns matter
\\n43:45 Will our patterns differ
\\n50:45 Natural language processing
\\n54:30 Common mistakes
\\n58:45 A shift in vocabulary
\\n1:02:15 Book giveaway contest
\\n1:03:45 Closing thoughts
--- [ 2. LINKS ] ---
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- https://www.linkedin.com/in/indiyoung/ \\n
- https://indiyoung.com/books-time-to-listen/ \\n
- Braiding Sweetgrass (book) - https://amzn.to/3VgPiVB \\n
- Mismatch (book) - https://amzn.to/3PIQr72 \\n
- Just enough research (book) - https://amzn.to/3jjq4sq \\n
--- [ 3. CONTEST ] ---
\\nTo enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode.
\\nhttps://go.servicedesignshow.com/episode165
\\n--- [ 4. CIRCLE ] ---
\\nJoin our alliance of in-house service design professionals.
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