service design

#008 - Service Design with Kurt Schmidt


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It's no surprise that companies are putting a lot of emphasis on experience design these days. In a recent article, Create Powerful Customer Experiences, Gartner shared that 81% of marketing leaders responsible for CX believe that their companies will primarily compete on the basis of CX in two years. That's incredible but also not that surprising. 

So I invited Kurt Schmidt, former BMX professional and graphics designer, now President at Foundry, to talk with us a bit about service design. While on this episode, Kurt spends a decent amount of time describing the difference between service design and other forms of experience design, CX, UX, etc., the relationships are analogous or at least becoming that way. Listen in as Kurt is a wealth of knowledge in this space. He's curious, passionate, and has been around this industry a long time so it was a pleasure having him on the show.

Kurt's also a keynote speaker at local product and agile conferences if you're in the Minneapolis area and interested in hearing him speak live. Visit his website (link below) for upcoming events.  

If wearing headphones and listening to audio is more your thing, Kurt also hosts his own podcast, The Schmidt List, on leadership in design and technology. Check it out. 

On this episode we discuss the following…

  • Kurt's journey and transition from graphics design to the world of service design
  • What service design is and what it is not
  • When an organization or team should engage someone in service design
  • Misconceptions about people and the value of service design
  • Advice on how to introduce service design to an organization and keeping projects focused
  • Finding business opportunity with service design
  • Customer expectations in modern commerce and the role of service design 
  • Product development with quantitative and qualitative data
  • The job market for people in service design

How you Can reach Kurt:

various mentions and topics from this episode: