The rise of Service Design at Spotify / Niamh Parsley / Episode #171
Channel: Service Design Show
Date: 16/03/2023

I almost can't believe it...

Colleagues for the entire org are lining up and asking for service design.

That's what Niamh Parsley said when I asked her about the biggest change that happened in the last two years. 

Niamh is the Senior Design Manager at the world's #1 music streaming service, Spotify. When Niamh joined Spotify, only she and one colleague were waving the service design flag. 

But today, over 50 design professionals across every area of the company are spreading the practice.

How did they do it without hiring an army of service designers?

In this episode, Niamh shares how they grew service design inside Spotify, the challenges they faced, and their goals for the upcoming years.

You'll learn about the critical role of the internal community, the breakthrough caused by the career framework, and surprising tactics that made service design famous.

If you're on a similar journey to grow demand for service design within your organization, you'll definitely want to hear Niamh's insights!

I'm grateful to Niamh for sharing her story with us so openly and providing a peek behind the curtains of a high-profile company that impacts our daily lives.

Enjoy the conversation and keep making a positive impact :)

- Marc

[ 1. GUIDE 📺 ]

00:00 Welcome to episode 171
03:00 Who is Niamh
04:00 Lightning round
06:45 Niamh's journey
10:45 The article
14:00 How is SD organized
17:00 Internal guild
23:00 Career framework
28:45 Challenges
34:30 Impact on staffing
36:00 Biggest win
40:30 What's next
44:45 One piece of advice
46:00 Closing thoughts

[ 2. LINKS 🔗 ]
* https://www.linkedin.com/in/niamhmp/
* Backstage Tickets to the World of Service Design at Spotify - https://spotify.design/article/backstage-tickets-to-the-world-of-service-design-at-spotify
* Mismatch: How Inclusion Shapes Design (book) - https://amzn.to/42jAWby

[ 3. NEXT STEP 💪 ]
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