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How can you successfully drive, facilitate and guide change as a service designer?\n\nIt helps when you're aware of the type of change process you're involved in.\n\nYour classic top down change process requires a significantly different approach than a bottom up crowd driven movement.\n\nIn this episode Robert Bau talks about the 4 main change processes in an organisation and how service designers relate to them.\n\nOver the years Robert has identified 7 key roles a service designer can play. \n\nWhen you map these roles onto the different changes process a clear picture emerges that helps you to understand on which activities and skills you need to focus.\n\nThe last topic in this episode is employee experience. And specifically how employee experience is the new frontier for service design.\n\nMore and more organisations start to see that in order to deliver a great customer experience they also need to provide a great employee experience.\n\nRobert explains how you as a service designer can help to shape these employee experiences.\n\nThis is an extended episode as we wanted to go in-depth so I hope you can appreciate it :)\n\nKnow someone who might be interested in what we've discussed? Share this episode with them!\n\nThat way you'll help to grow the Service Design Show community and help me to invite more inspiring guests like Robert.\n\nRemember. Every. Share. Counts. :)\n\n--- [ GUIDE ] ---\n\n06:30 - The first encounter with Service Design.\n08:10 - Who is the service designer?\n16:05 - What if service designers got involved in changes processes?\n33:40 - Why employee experience?\n47:10 - Big question: What is the role of service design in change?\n\n--- [ LINKS ] ---\n\n* https://www.linkedin.com/in/robertbau/\n\n* Toucpoint Magazine: Service Design and Change Management\nhttps://www.service-design-network.org/touchpoint/vol-11-no-3-service-design-and-change-management\n\n--- [ PRESENTATION ] ---\n\nYou can download the slides Robert refers to in this episode using the link below.\n\n* https://go.servicedesignshow.com/e99_slides\n\n--- [ MORE ] ---\n\nEnjoyed the show? Take a look at some of the other episodes.\ngo.servicedesignshow.com/spotify\n\nYOUTUBE\nEvery episode of the Service Design Show is also available as via the official YouTube channel.\ngo.servicedesignshow.com/youtube\n\nFACEBOOK\nCheck the Facebook page where you'll find more content and can discuss the episodes.\ngo.servicedesignshow.com/facebook\n\nINSTAGRAM\nGet an exclusive behind the scenes look of the Show.\ngo.servicedesignshow.com/instagram\n\n--- [ FREE COURSE ] ---\n\nHOW TO EXPLAIN SERVICE DESIGN\nLearn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are!\nservicedesignshow.com/free-course