Shaping service design as a strategic business tool? / Christian Appelt / Episode #128
Channel: Service Design Show
Date: 2021-06-10

Polestar is the manufacturer of one of the most iconic electric cars at this moment.

So you can imagine that I was really excited when the opportunity came along to have a conversation with Christian Appelt, their head of service design.

Making service design work within a company that is organized around a strong product is a challenging task for sure.

But when I heard that their ambition is become a role model for how service design is embedded within organisations I knew this was going to be a good episode!

In our conversation Christian shares a lot of practical examples of what they are doing to let service design be a strategic business tool that helps to make smarter decisions.

We discuss the role of leadership, the importance of metrics and the impact of using the right tools.

After watching this episode you'll see that it's often the simple and small things that make a big difference.

So if you're trying to embed and scale service design within your company this is definitely an episode worth checking out.

[ 1. GUIDE 📺 ]

00:00 Welcome to episode 128
02:30 Who is Christian Appelt
04:00 60 second rapid fire
08:00 How did service design start at Polestar
10:00 The place of service design
13:30 Typical service design challenges
18:00 Demonstrating the business value
22:30 Guiding stakeholders through uncertainty
25:00 The CX dashboard
28:30 Building a common language
32:00 The power of internal communication
38:30 Evolution of the approach
41:45 What does the future hold
43:00 Biggest learnings
46:00 Product or service industry
47:00 Final thoughts

[ 2. LINKS 🔗 ]
* https://www.linkedin.com/in/christianappelt/
* https://orgdesignfordesignorgs.com/
* https://www.fastcompany.com/90636315/this-designer-led-ev-company-could-finally-challenge-tesla

[ 3. COMMUNITY 👋 ]
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