Ever feel like your most crucial work goes unnoticed? Just like the essential "cooling fluid" of a car, much of service design's impact—making teams efficient and processes smooth—operates in the background. But when it's missing, chaos erupts.
In this episode, our guest Kat Thackray dive into the invisible, yet vital, work that drives true change in service design. We'll explore why this intangible effort is often overlooked, what it actually looks like in practice, and actionable ways to gain the recognition and resources you deserve.
If you're tired of your crucial contributions being taken for granted, this episode is your roadmap to getting that unseen work finally recognized.
Enjoy the conversation, and keep making that positive, even if sometimes invisible, impact!
~ Marc
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00:00 Welcome to Episode 229
04:15 Who is Kat Thackray
05:00 The Consultant's Dilemma
07:45 Kat's "Aha!" Moment: Prioritizing People
10:30 Painful Status Quo of Teamwork
15:00 Why Organizations Overlook "Soft Skills"
19:00 How COVID-19 Shifted Design Focus
21:00 Bridging Strategy & Delivery
26:30 The Need for Team Coaches
29:00 The "Ted Lasso" Effect
32:00 Expanding the Designer's Toolkit
34:45 Jack of All Trades vs Specialized Expert
35:45 Unpacking the "Golden Thread" of Collaboration
40:45 Practical Steps for Healthier Team Dynamics
43:45 Navigating Tricky Power Dynamics
47:45 Recognizing Team Vulnerabilities
51:15 The New Skills Emerging in Design
51:45 Empowering Your Team Members
53:45 Connect & Learn More: Resources
55:15 Kat's Final Advice for Designers
57:15 A Question to Ponder
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