Service Design 2019

Optimizing Customer Experience through Holistic Service Design

Chicago, IL, United States

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.

2019 Speakers

  • Vince Kadlubek, CEO, MEOW WOLF
  • Anthony Vitaliano, VP Engagements & Exhibits, Museum of Science & Industry
  • Deb Zell, Director Experience Strategy, Dell
  • David Beath, VP Product Management, Associate Facing Digital, Capital One
  • Oliver Sykes, Senior Lead, Global Talent Strategy, Boeing
  • Jessica Barnes, Service Design Lead, Walgreens
  • Breean Johnson, Customer Experience Design Manager,, Freddie Mac
  • Andy Vitale, Head of User Experience Design, SunTrust
  • Michelle Risinger, Innovation Director & Human-Centered Design Technical Expert, Pact
  • John Yesko, Head of User Experience & Design, Walgreens
  • Majid Iqbal, Special Advisor & Author of Thinking in Services, MINDEF (NL)
  • Samuel Bauer, Chief Strategy & Communications Officer, CIAL-D&B
  • Mehdi Tabrizi, Chief Marketing Officer | MD Innovation & Brand, MODA Health
  • Katrina Glover, Senior Director, Customer Experience Design, Freddie Mac
  • Jessica Gatto, Director, Consumer Experience, Humana
  • Natalie Kuhn, Manager of Service Design, Commercial, Capital One
  • Michael Brown, Chief Design Officer, Dick's Sporting Goods
  • Raphaelle Loren, Former Customer Experience Director, Wells Fargo
  • Viraj Patwardhan, Vice President, Digital Design & Consumer Experience, Thomas Jefferson University & Jefferson Health
  • Shaun Gummere, SVP of Service Design & Experience Strategy, Cantina
  • Matt Herlihy, Executive Director of Strategy, Office of Experience
  • Larry Swiader, Director of Digital Strategy, American Battlefield Trust
  • Brian Roderman, President, Chief Innovation Officer, IN2 INNOVATION
  • David Grout, Design Principal, Gary Lee Partners
  • Nis Frome, Co-founder and Head of Experimentation, Alpha

Advisory Board

  • Albert Whitley, Director of Experience Design and Voice of Customer, The Hartford
  • Robin Beers PhD, Head of Digital Design & Customer Insights, Wells Fargo
  • Bryan Jacquot, Chief Design Officer, Hewlett-Packard Enterprise
  • Michael Brown, Chief Design Officer, Dick's Sporting Goods
  • Quasar Hamarini, Head of People Operations, AirBnb
  • Alex Otrezov, Head of Search & Experimentation, Uber
  • Brian Roderman, President, Chief Innovation Officer, IN2 INNOVATION
  • Bryan Taylor, Founder and Creative Director, Drawn
  • Cindy Chastain, SVP, Customer Experience & Design, MasterCard
  • Jose de Francisco Lopez, Head of Design, Nokia
  • Laura Hahn, Head of Design, Priceline
  • Shawn Johnson, Group VP Product & Design, Discovery Inc.
  • Joni Saylor - Advisory Board Chair, Design Principal, IBM Design Practice
  • Andrew Ohm, Senior Manager, Global Whitespace Innovation, Starbucks
  • David Schell, VP Innovation & Design, Pearson
  • Monica Tisminesky, Design Leader, Restaurant Design Innovation, Chick-fil-A Corporate
  • Michael Brown, Chief Design Officer, Dick's Sporting Goods
Pre-Conference Day - Tuesday October 15

Main Conference
- Wednesday October 16

Main Conference + Site Tours - Thursday October 17


W Chicago - City Center
172 W Adams St, 60603
Chicago, IL, USA

Group Rate: $319 per night
How to Book: To book your room please call 312-332-1200 and identify you are part of the IQPC, Service Design Week group to ensure the special rate (based on availability). You can also use our group's reservation link to book online.
Cut-Off Date: Monday, September 23, 2019
Reservations Phone: (312-332-1200)
Reservations Link

The group rate is available three days pre and post event based on group rate availability. Please make your reservation before September 23, 2019 in order to ensure you are eligible for the group rate.

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.
Event details
Organizer : IQPC US
Venue : W Chicago - City Center, Chicago, IL, United States
Event type : Conference
Reference : ASDE-21514