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--- [ 1. GUIDE ] --- 00:00 Welcome to Episode 22904:15 Who is Kat Thackray05:00 The Consultant's Dilemma07:45 Kat's "Aha!" Moment: Prioritizing People10:30 Painful Status Quo of Teamwork15:00 Why Organizations Overlook "Soft Skills"19:00 How COVID-19 Shifted Design Focus21:00 Bridging Strategy & Delivery26:30 The Need for Team Coaches29:00 The "Ted Lasso" Effect32:00 Expanding the Designer's Toolkit34:45 Jack of All Trades vs Specialized Expert35:45 Unpacking the "Golden Thread" of Collaboration40:45 Practical Steps for Healthier Team Dynamics43:45 Navigating Tricky Power Dynamics47:45 Recognizing Team Vulnerabilities51:15 The New Skills Emerging in Design51:45 Empowering Your Team Members53:45 Connect & Learn More: Resources55:15 Kat's Final Advice for Designers57:15 A Question to Ponder --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/katherinethackrayhttps://the-shift.ghost.io/ https://www.peopleequalspurpose.com/ Thinking, Fast and Slow by Daniel Kahneman (Book)--- [ 3. FIND THE SHOW ON ] --- YouTube ~ https://go.servicedesignshow.com/229-youtubeApple ~ https://go.servicedesignshow.com/229-appleSnipd ~ https://go.servicedesignshow.com/229-snipdOther (RSS) ~ https://go.servicedesignshow.com/229-other--- [ 4. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

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