How to Thrive When Your Company Doesn't Get Service Design / Inside Service Design / Elle & Nick / Ep. #12

You look around the room and realize you’re the only one who cares about the customer. 😫 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 ] --- https://www.linkedin.com/in/ellebeaumontbilsby/ https://www.linkedin.com/in/ngaff/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle --- [ 4. FIND THE SHOW ON ] --- Youtube ~ https://go.servicedesignshow.com/inside-service-design-12-youtube Spotify ~ https://go.servicedesignshow.com/inside-service-design-12-spotify Apple ~ https://go.servicedesignshow.com/inside-service-design-12-apple Snipd ~ https://go.servicedesignshow.com/inside-service-design-12-snipd