What is Service Design?
Service design represents the umbrella discipline for the creation, optimization and execution of value exchange to a user or customer. It is not limited to exclusively physical or digital interactions, a single product/service, or customer-facing touch points, but is inclusive of the holistic service blueprint, including the backstage actors/services and partners involved in service delivery. Due to its holistic nature, service design is best illustrated through five unique flavors:
- Fuzzy Front-End Innovation & Strategy
- Physical Experience Design
- Digital Experience Design
- Organizational Design & Change Management
- Business Process Optimization
The marketplace is full of misconceptions around
service design, experience design and the approaches/tools available to analyze and optimize value exchange. As
service design is elevating to a more holistic approach in large enterprises, designers require opportunities to grow technical toolkits and change management skillsets.
Advisory Board
- Patrick Bach, Customer Experience & Service Design Leader, TD Bank
- Markus Grupp, Head of Product & Service Design, Kira Systems
- Joanna Pena-Bickley, Head Of Design, Internet of Things, Amazon
- Dr. Joel Mier, Professor at University of Richmond, Former Head of Customer Experience at Netflix
- Elizabeth Trudeau, Founder and Head of Strategic Design, WellsFargo
- Dennis Wakabayashi, VP Digital Marketing, Commerce Integration, The Integer Group
2018 Speakers
- Russ Amidon, Director of Customer Experience, StockX
- Peter Antonelli, Design Director, Orange
- Patrick Bach, Senior Manager, Human Centered Design, TD
- Chris Bernard, Head of Customer & User Experience, CDK Global
- Nicole Bladzik, Director of Innovation, GreenPath Financial Wellness
- Liz Brown, Senior Experience Designer, Ancestry
- Samuel Carrington, Service Design Manager, Lyft
- Amanda Chavez, Vice President of Design, Cognosante
- Xavi Cortadellas, Head of Innovation and Design, Gatorade
- Benjamin Earl Evans, Inclusive Design Lead, Anti-Discrimination and Belonging, Airbnb
- Nick Emmons, Blockchain Engineer, John Hancock
- David Gardner, Head of Marketing, Chaordix
- Kelly Grigg, Lead Experience Designer, Cognosante
- JC Grubbs, Founder & CEO, Devmynd
- Markus Grupp, Head of Product & Service Design, Kira Systems
- Jason Goodwin, Director of Global Innovation Practice & Enablement, LOFT: Lab of Forward Thinking at Manulife/John Hancock
- Shaun Gummere, Vice President of Service Design, Cantina
- Marvin L. Hamiton, VP Human Resources, Conde Nast
- Harlan Kennedy, Founder, Director of Strategy, Orange
- Dr. Joel Mier, Professor at University of Richmond, Former Head of Customer Experience at Netflix
- Donna McNeill, Chief Operation Officer, GreenPath Financial Wellness
- Ennis Olson, Senior Director, Product Innovation, Visa
- Joanna Pena-Bickley, Head Of Design, Internet of Things, Amazon
- Krista Siniscarco, Principal Designer, Cantina
- Marshall Sitten, Vice President of Communications & Service Design at Citi Community Development, Citi
- Samantha Starmer, Vice President, Global Digital Experiences, Ralph Lauren
- Michelle Stawicki Sucher, Social Innovation Associate, Design Impact
- Bryan Taylor, Founder/Creative Director, Drawn
- Sriram Thodla, Senior Director, Intelligence & IOT Service Lead, Samsung Electronics
- Abhijit Thosar, Vice President - Customer Journeys, Design Thinking and Innovation, BNP Paribas
- Elizabeth Trudeau, Founder and Head of Strategic Design, WellsFargo
- Dennis Wakabayashi, VP Digital Marketing, Commerce Integration, The Integer Group
Please fill in your name and email to receive the conference agenda-at-a-glance of this event.
Workshop Day OR Service Design for Financial Services Focus Day - October 15, 2018
Main Conference Day One - October 16, 2018
Main Conference Day Two - October 17, 2018
Site Tour Day - October 18
Venue
The venue is not yet available for this event.
Follow this event to be informed when the venue is available and stay informed on other changes.
Venue
Hilton Boston Back Bay40 Dalton Street
Boston, MA 02115
With a unique glass building that offers stunning panoramic views of the Boston skyline, Hilton Back Bay hotel is the perfect setting for world-class shopping, dining, business meetings and events. The hotel offers 15 meeting rooms with over 15,000 sq. ft. of meeting and event space and is across the street from Hynes Convention Center. Looking to see a Boston Red Sox game? They are located within walking distance of Fenway Park.
The guest rooms at the Boston hotel offer spectacular views of the Boston skyline, so you can relax in style from the comfort of your room. Their rooms also offer complimentary WiFi and flat screen TVs, as well as the Hilton Serenity Bed featuring the exclusive Suite Dreams mattress and Super Topper mattress pad.
The Boston hotel features an indoor pool, sundeck and a fitness center so you can stay on top of your fitness regime on the road. Looking to keep in touch with the office? The Business Center offers complimentary WiFi and you can even sip on a Starbucks® coffee, brewed daily.
The special room rate of $379 has been established to make your reservation process easy. Simply call 1-617-236-1100 and give the group name SDW or
click here to book now. For your convenience, the special rate has been extended to three days before and after the conference as available.
Please note: We will never recommend, approve or appoint any third party rooming service to act on our behalf. Please be extremely wary if you are approached by any such companies. We will always endeavor to negotiate the best available rates for you so please use the HotelMap link provided; this shows live availability and rates for all hotels in the area and allows you to book directly with the hotel of your choice within your budget.
