How listening is the secret to better services / Indi Young / Episode #165

Service Design Show

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.

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 165
05:45 Who is Indi
07:00 Lightning round
11:15 Origin of the title
17:15 It's time for listening
20:30 Who is the book for
26:00 What do we need to do
29:45 A concrete example
33:30 The magic of listening
40:00 Why do patterns matter
43:45 Will our patterns differ
50:45 Natural language processing
54:30 Common mistakes
58:45 A shift in vocabulary
1:02:15 Book giveaway contest
1:03:45 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 ] ---

To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode.

https://go.servicedesignshow.com/episode165

--- [ 4. CIRCLE ] ---

Join our alliance of in-house service design professionals.

https://servicedesignshow.com/circle