Cheers, Jake Dutton
Hello and welcome back to CX happy hour!
Today we’re chatting with the effervescent Jake Dutton.
Jake is a Senior Service Designer at Telstra based in sunny Brisbane, so as you can imagine, it has been way too long between drinks! For those of you, who have been lucky enough to meet Jake, you know he is always on point for a designerly debrief and never fails to have a fresh set of templates and toolkits to recommend.
Jake’s recent projects include 4G Gaming for consumers (we’ll talk more on that later). As well as designing and implementing Modular Managed Services for enterprise customers, where the team is looking to achieve a consistently great experience, while multiple parties are engaged to deliver the same service.
Jake has a previous life working in service architecture and process design with MSC Mobility, Virgin Australia and Logicalis Australia. We can’t wait to chat more!
First things first, what are we drinking?
Let’s go with a strong long black, on ice. However, I won’t say no to a beer on the weekend. Cheers to that!
It’s been quite a year! What do you to disconnect, unwind or for general wellbeing?
I have predominantly worked remotely for over 4 years now, so the shift in a work sense hasn’t been too much of a change for me. That said, I have seen a noticeable difference with the people and teams I work with, where colleagues have been forced to make radical shifts in the way they work.
Some things I do for wellbeing include taking time for myself in the morning. Having no commute means more time to ease into the day. This includes meditation (highly recommend the Calm app), exercise and some time outside.
Additionally, I make time to check-in with friends and colleagues throughout the day. A big part of working in the office includes those moments when you briefly detach from work and engage on a broader level. This is important, healthy, uplifting, fun, and something we shouldn’t lose sight of just because the convenience of the hallway or coffee shop isn’t there.
Scheduling breaks should never be overlooked. Flow state is amazing, but, it can easily take over the breaks we need to bring our best selves.
You might think working through lunch, skipping a break or just taking a break “when you need to” is okay. The reality is, the fatigue and stress debt is cumulative and will catch up with you.
As a result of covid, I’ve built up a garden around the house. The upkeep is enjoyable, as it gives me a chance to get some sun, fresh air and listen to some music as I take brief breaks throughout the day.
What do you do to inspire your creative thinking, or for getting un-stuck?
For me, I can’t force anything. If I’m feeling stuck or have mental block and can’t be creative, I accept it for that moment and move to something else. When I feel ready, I know what activity to throw myself at. Personally, I’m most creative at night, as by that point I’ve had the chance to mentally alleviate myself from the more pressing items for the day.
What is your go to brain food, let’s call it ‘snack-spiration’?
I love the word snack-spiration, but that has never been a thing for me. I’m more of a wholesome breakfast, lunch and dinner type of guy, and *maybe* a protein bar in between. Unless red bulls and ice long blacks count as snacks?
Do you have a tune, band or playlist that helps you get into the flow of work?
YES! Spotify focus playlists, electronic instrumental, anything slow/moderate pace with no (or little) words. ‘Lo-Fi Beats’ or ‘Apply Yourself’ by Spotify are go-to at the moment.
What got you into design?
I have spent several years in operational roles, working both back of house and front of house, delivery roles, experiencing a diverse range of products and services.
Over the past decade, I have progressed further into roles in where I have been able to really influence how customers needs are being met. It was this journey that led me to a role in which I could really craft meaningful experiences for customers.
Service Design was a way to converge the skills and experience I had accrued to date and leverage them with a vastly human centered toolkit to co-create and co-design how customers experience exciting and impactful products and services.
What is a favourite project you’ve worked on to date?
While most of my work is in the enterprise space, I recently worked on a consumer gaming project. We looked at how we could innovate as a telco to solve for the needs of gamers, who want a brilliant, connected experience free from fixed network alternatives.
This project allowed us to really immerse ourselves in the world of gamers, work with them and co-create some incredible ideas. This co-design and customer development really shaped the product we are looking to take to market. The research and insights from this project also feeds into future projects as well. Designing an experience by gamers, for gamers. This is closely followed by my work in fair and equitable connectivity for education, more on that another time.
What are you most proud of as a designer?
I’m proud of standing up for customers when they are not being represented in the room. Sometimes it is too easy to make decisions on behalf of our customers without truely understanding the impact we have on them.
What is the most important lesson you’ve learnt as a designer?
We are all better together. You can absolutely go faster alone however you will go much farther together. This is an African proverb and equally applies to design, as it does life in general.
What is a challenge you think all designers need to face into & bring into focus through our work?
Particularly in the service design space, some of the tools and methods we use may not initially instil confidence or engagement with all of our stakeholders.
Don’t bombard your team or client with frameworks, tools and methods. Take them on the journey. Build your credibility through outcomes and results.
We need to take time to understand our stakeholders and consciously choose our approach accordingly. Always read the room, have a plan b and be prepared to embrace any chaos.
What is something you are currently learning about to add to your skill set?
Expanding in the space of systems thinking and business design.
Where to next — what is your dream project, or an aspiration you would like to fulfil?
Fortunately, I am able to work on a number of awesome projects to date, so I am certainly in no rush. That said, I would love to be involved or even lead work that counteracts societal issues. However, if anyone is working on food teleportation give me a call!
What are you all-time design tools or resources
There are so many — how long do we have? To preface this, I often use tools in part or in creative combinations to suit the situation at hand.
Canvases: So many, but those provided by Strategyzer are right up there. Their books are also incredible and spend more time open on my desk than on the shelf.
LUMA Toolkit: An extensive toolkit of design thinking tools and methods that frequently come in handy.
Session Lab: Great workshop structures that come in pretty handy to challenge my thinking
Miro/Mural: For digital collaboration and workshops
Spotify: Music for inspiration, getting through synthesis and to play during activities throughout workshops. Assumption mapping
Your senses: Don’t underestimate this. Looking, feeling, touching, listening are not only crucial, but the most powerful tools we have.
Any favourite books & podcast recommendations?
I listen to the Squiz podcast every morning for an overview of the news in less than 10mins. Other short ones are The Briefing for more on the news and What the Flux for fun interesting business news.
Current books I’m reading
- How Innovation Works, by Matt Ridley
- When More Is Not Better, by Roger L. Martin
Awesome recent audiobooks
- The Resilience Project, by Hugh van Cuylenburg
- Cant Hurt Me, by David Goggins
- Rebel Ideas, by Matthew Syed
- Think like a Monk, by Jay Shetty
If you’ve enjoyed our chat with Jake as much as we have, you can continue the conversation in the comments section or connect online!
