Leah buley ux15

Leah Buley // The Future of Service Design // Service Experience Conference 2016 – Leah Buley

The conventional wisdom is that digital is the future of everything—even the future of service design. Service design professionals increasingly report that digital is the primary channel they’re working in. And companies are looking to service designers to maximize how high-cost service and support can be made cheaper and more efficient through self-serve digital channels. But service design is more complex than merely designing a digital product. It requires mobilizing front-line staff and customers, redesigning organizations, shifting culture, and improving how knowledge is shared—the hard, messy, human stuff. Yet many service design professionals still lack those skills, and new entrants into the service design field are seizing the opportunity. This talk will give a data-centric snapshot of the state of service design today and examine what skills will be increasingly essential for service designers in the future.

Access Leah's slides here: slideshare.net/secret/6wcGUqU4ub7v01

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Liya James // How Experience Designers Turn Setbacks into Triumphs // Service Experience Conference 2016

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Liya James

Setbacks happen often when launching new experiences. While embracing failure is a popular concept in tech culture today, the reality is that it can be difficult for teams to recover.

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Cheryn Flanagan // Building Service Experience Into Your Organization: It’s a Journey // Service Experience Conference 2016

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Cheryn Flanagan

More than ever, business leaders recognize that customer expectations are changing and that the way to differentiate from the competition is not through their product or service, but through the experience delivered across all interactions with their brand. Enter service design.

The Service Experience Conference Videos

Visit the The Service Experience Conference Vimeo Channel for our archive of main stage speaker videos from previous years.

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Adam Dole // "The Hardest Thing About Hard Things": Scaling Human Services // Service Experience Conference 2016

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Adam Dole

The major impact of digital technologies has been to create exponential value. However, the use of software to deliver and scale human powered services, such as healthcare, has not been achieved and faces a number of critical challenges.

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Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016

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Dan Saffer

The next wave of technology is about to come crashing down on us, and surfing that wave are robots of all kinds, from household companions to industrial robots to self-driving vehicles and drones. These robots (who are themselves a kind of service) will infiltrate all manner of services, from taking on front-of-house duties to assembling and delivering goods.

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Marc Stickdorn // Service Design and Startups: This Lean Agile Design Thingything // Service Experience Conference 2016

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Marc Stickdorn

Marc shares his story how their book This is Service Design Thinking lead to a software they used for their own service design projects and their consulting. Due to demand of their clients, “Smaply” became their first software startup in 2012, quickly followed by their second venture “ExperienceFellow” in 2013.

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Scott Chesrown // A Balanced Entry // Service Experience Conference 2016

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Scott Chesrown

E-commerce in the automotive industry is virtually non-existent. It is perhaps the last large-scale industry to truly embrace a completely online shopping and buying experience.

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Monica Weiler, Ph.D. // Solving Complex Problems with Customized Co-Design Tools // Service Experience Conference 2016

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Monica Weiler, Ph.D.

As services grow in complexity and wicked problems surface, co-creation and participatory design approaches have emerged as powerful ways to tackle design challenges. There are standard co-creation tools out there but because the problems you’re tackling are unique, creating customized tools will set you up to get the best results.

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Rhiannon Zivin // When UX Research Wasn't Enough // Service Experience Conference 2016

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Rhiannon Zivin

This talk highlights the evolution of the research function at Grubhub, from the days of a small and scrappy startup to the public company you know today. When getting a business off the ground, research is typically directed towards iterative product improvement.

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Phil Robinson // Being Scrappy: Service Design Meet Rapid Growth // Service Experience Conference 2016

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Phil Robinson

Jet. com is an eCommerce company growing at an unprecedented rate.

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Ruth Schmidt // The Power of Positive Friction // Service Experience Conference2016

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Ruth Schmidt

While behavioral economics applied to user-centered design is already increasingly seen as a valuable lens for developing solutions for consumers, the same lens turned internally—that is, on employees as end users—recognizes that the same behavioral tendencies and cognitive biases that inform our actions and decisions outside of work are also in full force from 9 to 5. This can be especially important when organizations face the balancing act between efficiency and effectiveness, where frictionless speed is sometimes emphasized (and rewarded) at the expense of the latter.

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Charu Juneja // Designing a Model City of Health in Austin // Service Experience Conference 2016

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Charu Juneja

Charu Juneja is a Director of Business and Behavioral Design at the Design Institute for Health (DIH), a collaboration between the new Dell Medical School and the College of Fine Arts at the University of Texas at Austin. It is a first-of-its-kind institution, dedicated to applying design approaches to solving systemic health care challenges as an integrated part of a medical education and training program.

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Kristin Hughes // Designing Synchronous Health Services // Service Experience Conference 2016

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Kristin Hughes

Designing Synchronous Health Services: Gaining Consensus and Understanding For Sustainable Living Kristin Hughes, designer and educator, works with members of at-risk communities to address complex social problems. Since no one discipline holds the ultimate solution for such problems, Kristin honed a community-engagement model of design during her 15 years of practice.

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Linn Vizard // There’s a Map For That! The Designer’s Cartography of Complexity // Service Experience Conference 2016

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Linn Vizard

Why are service designers making so many maps these days? Customer journey maps, empathy maps, experience maps and strategy roadmaps… We make maps to draw insight, catalyze ideas, to get on the same page, and as tools for understanding complex experiences and processes. At the service layer, we are using maps to drive decisions that impact end users as well as those who deliver services.

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Yisel Maryse Ramos // Looking Within: Applying Service Design Internally // Service Experience Conference 2016

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Yisel Maryse Ramos

You often hear that doctors make the worst patients; same applies to consulting firms. Starting an internal service design offering at Booz Allen Hamilton is the utmost exercise of service design.

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Yisel Maryse Ramos // Looking Within: Applying Service Design Internally // Service Experience Conference 2016

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Yisel Maryse Ramos

You often hear that doctors make the worst patients; same applies to consulting firms. Starting an internal service design offering at Booz Allen Hamilton is the utmost exercise of service design.

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Todd Wilkens // Sacrificing Service Design for the Greater Good // Service Experience Conference 2016

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Todd Wilkens

Creating value is not something that designers do alone — it’s something that whole organizations do. Service Design only succeeds when the whole organization adopts its practices.