How listening is the secret to better services / Indi Young / Episode #165
Channel: Service Design Show
Date: 2022-12-22

This can transform your business strategy...

That's what I thought during my recent conversation with Indi Young. Indi recently published a book titled Time to Listen.

Here's my summary of the book. It teaches you how to design services that are less harmful, more accessible, and in the end, better for business through the "simple" act of listening. Basically, transforming open and honest conversations with your customers into one of your most valuable assets.

But if it's that easy, why isn't everyone doing it?

Well, Indi argues that we first need to become better listeners. So what does that mean, and what is the path to get there? Can anyone do it, or is it a natural-born talent?

You'll get all the answers in this episode.

By the way, if you fear business stakeholders will disregard qualitative research through listening as subjective and anecdotal, you're in for a surprise!

Enjoy the conversation.

- Marc

[ 1. GUIDE 📺 ]

00:00 Welcome to episode 165
04:30 Who is Indi
05:45 Lightning round
10:00 Origin of the title
16:00 It's time for listening
19:15 Who is the book for
24:45 What do we need to do
28:30 A concrete example
32:15 The magic of listening
38:45 Why do patterns matter
42:30 Will our patterns differ
49:30 Natural language processing
53:15 Common mistakes
57:30 A shift in vocabulary
1:01:00 Book giveaway contest
1:02:30 Closing thoughts

[ 2. LINKS 🔗 ]
* https://www.linkedin.com/in/indiyoung/
* https://indiyoung.com/books-time-to-listen/

* Braiding Sweetgrass (book) - https://amzn.to/3VgPiVB
* Mismatch (book) - https://amzn.to/3PIQr72
* Just enough research (book) - https://amzn.to/3jjq4sq

[ 3. CONTEST 🏆 ]

HOW TO ENTER THE CONTEST
To enter the contest, leave a comment on this video in which you give the answer to this question "What are you listening to? What are you trying to help somebody unfold?".

OFFICIAL RULES
1. The winner will be selected randomly from all the correct entries that were submitted before January 5, 2023 20:00 CET.
2. Leave your real name in the comment so we can contact you via LinkedIn in case you've won. If the winner doesn't claim their prize within 48 hours, we will redraw a new winner. Absolutely no personal information will be kept other than to only notify the winner.
3. This giveaway is open internationally, and all entrants must be 18 years of age (or older) to participate. 

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This giveaway is ran in accordance to the YouTube Community Guidelines and YouTube Terms of Service. 
https://www.youtube.com/yt/policyandsafety/communityguidelines.html

https://www.youtube.com/static?gl=US&template=terms

Any entries not following the YouTube Community Guidelines will be disqualified. YouTube is not affiliated to this contest in any way. Personal data from the giveaway will NOT be used or shared in any way, shape or form.

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[ 4. NEXT STEP 💪 ]
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