BROADCASTS.com

b'

How do you scale service design from 10 to 100 inside an organization? That\\u2019s what you\\u2019ll hear in this conversation with Doug Powell.\\n\\nBut first, let me tell you a personal story.\\n\\nMy car was leaking oil. It started with small drips but got worse over time. The idea of having to take the entire engine apart wasn\\u2019t something I was looking forward to. So we tried to \\u201csolve\\u201d the issue by tightening nuts, double-checking every seal, and adding fresh oil.\\n\\nAs you might have guessed, the problem of course didn\\u2019t go away. The car still drove, but my driveway was getting messier by the day, and the fact that I knew that I wouldn\\u2019t want to take it for a long drive didn\\u2019t sit well with me.\\n\\nSo after putting up with the band-aid solutions for a while, it was time to do the unavoidable and take the engine apart. It was messy, it wasn\\u2019t cheap, but it had to be done. The good news is that I\\u2019m still driving that car today.\\n\\nSimilarly, many organizations have \\u201cleaking engines\\u201d in the form of career frameworks that have grown organically over time and don\\u2019t account for the role of service design.\\n\\nAnd before you say that those are just documents HR likes to look at, let\\u2019s not underestimate how important these career frameworks are. They determine salaries, promotions, and responsibilities.\\n\\nSo while it\\u2019s tempting to keep improvising and avoid the hassle of updating career frameworks, this approach only works for so long. Eventually, you\\u2019ll need clarity and structure to scale your team and attract new talent. That\\u2019s where Doug comes in.\\n\\nIn our conversation, he shares lessons from standardizing and formalizing design roles, responsibilities, and titles at IBM and Expedia.\\n\\nYou\\u2019ll also hear about HR\'s role in this process and how you can turn this seemingly unsexy task into a design challenge that excites everyone.\\nRegardless of whether you\\u2019re a small or a big team, the insights Doug shares will help you be one step ahead when trying to scale service design\\u2026 rather than having to fix things when they eventually break down.\\n\\nFor me, this conversation was a good reminder that the success of service design within an organization isn\\u2019t so much about knowing how to get the most out of our tools and methods. Instead, it\\u2019s about making it part of the organizational operating system.\\n\\nEnjoy the conversation and keep making a positive impact :)\\n\\n- Marc\\n\\nP.S. If you\\u2019re open to sharing (parts of) your career framework, I\\u2019d love to collaborate and grow the maturity of our practice. Just reach out to me!\\n\\n--- [ 1. GUIDE ] ---\\n\\n00:00 Welcome to episode 172\\n06:00 Rapid fire question round\\n10:00 Topic of today\\n12:00 The backstory\\n19:00 What is a career framework\\n24:00 Where can we improve\\n26:30 Partnering with HR\\n31:00 It\'s up to us\\n33:30 Designer career playbook\\n39:30 Connecting to existing systems\\n44:30 Things that need fixing\\n48:15 Being the outsiders\\n50:15 From 10 to 100\\n51:30 Sharing knowledge\\n55:30 Lessons learned\\n58:15 The opportunity\\n59:30 How might we\\n1:01:15 Closing thoughts\\n\\n--- [ 2. LINKS ] ---\\n\\n* https://www.linkedin.com/in/douglaspowell330/\\n* Notes on an Execution (book) - https://amzn.to/3Zt5g0I\\n* Design Career Frameworks: The Messy Plumbing of Scaled Design Programs (article) - https://go.servicedesignshow.com/mubuc

\\n--- [ 3. CIRCLE ] ---\\n\\nJoin our private community for in-house service design professionals.\\n\\nhttps://servicedesignshow.com/circle