Advancing Service Design 2024

Advancing Service Design 2024

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Videos

December 3, 2024

Tuesday, December 3, 2024 • Advancing Service Design 2024

Oxbows, Rivers, and Estuaries: How to navigate the currents of change (without burning out)

John Cutler • Senior Director, Product Enablement, Toast

Tuesday, December 3, 2024 • Advancing Service Design 2024

Designing Health: Integrating Service Design, Technology, and Strategy to Transform Patient and Clinician Experiences

Carol Massa • Service Design Lead, Northwell Health

Tuesday, December 3, 2024 • Advancing Service Design 2024

Work in Progress: Service Design at Airbnb

Rebecca Gimenez • Senior Manager, Service Design, Airbnb

Tuesday, December 3, 2024 • Advancing Service Design 2024

Embedding Service Design and Agile Practice within UK Planning Teams to Create Services that Last

Laura Smith • Lead designer, Unboxed
Tom Gayler • Service Designer, Unboxed

Tuesday, December 3, 2024 • Advancing Service Design 2024

Therapists, Coaches, and Grandmas: Techniques for Service Design in Complex Systems

Gina Mendolia • Senior Service Designer, Adobe

Tuesday, December 3, 2024 • Advancing Service Design 2024

Panel Discussion

John Mortimer • Systemic Service and Organsiation Designer, Impro
Milan Guenther • Enterprise Designer, Intersection Group
Lucy Ellis • Transformation Partner, The Ready
Patrick Quattlebaum • Co-author of Orchestrating Experiences

Tuesday, December 3, 2024 • Advancing Service Design 2024

Invisible barriers: Why accessible service design can’t be an afterthought

Samuel Proulx • Accessibility Evangelist, Fable

Tuesday, December 3, 2024 • Advancing Service Design 2024

Increase your confidence, influence, and impact (through a Professional Community)

Marc Fonteijn • CEO & Host, Service Design Show
Ru Butler • CX & Design Lead, esure Group

Tuesday, December 3, 2024 • Advancing Service Design 2024

What is the role of service design in product-led organizations?

Andy Polaine • Co-author of Service Design
Lavrans Løvlie • Co-author of Service Design

December 4, 2024

Wednesday, December 4, 2024 • Advancing Service Design 2024

Increasing Health Equity and Improving the Service Experience for Under-Served Latine Communities in Arizona

Alexia Cohen • Strategic Experience & Service Design Lead
Adriane Ackerman • Founder & Principal, Community Collaboration Lead; Agile Accomplice LLC, Dalberg Design

Wednesday, December 4, 2024 • Advancing Service Design 2024

The Burden on Children: The Cost of Insufficient Post-Conflict Services and Pathways Forward

Liz Ebengo • Founder, HNST DESIGN STUDIO

Wednesday, December 4, 2024 • Advancing Service Design 2024

Optimizing for Outcomes: Transformation Design in Systems at Scale

Stefanie Owens • Principal Designer / Researcher, Nava Public Benefit Corporation

Wednesday, December 4, 2024 • Advancing Service Design 2024

Designing Data Services

Lais de Almeida • Principal Service Designer, Genomics England
Maria Izquierdo • Service Design Consultant, Genomics England

Wednesday, December 4, 2024 • Advancing Service Design 2024

Panel Discussion

Luke Roberts • COO & Co-founder, highfive
Christian Bason, Ph.D. • Co-founder, Transition Collective
Amanda Woolley • Organisational Development Consultant, facilitator and coach
Ben Reason • Co-author of Service Design

Wednesday, December 4, 2024 • Advancing Service Design 2024

Navigating the pitfalls of systems thinking in service design

Josina Vink • Associate Professor of Service Design, The Oslo School of Architecture and Design (AHO)

Wednesday, December 4, 2024 • Advancing Service Design 2024

Designing beyond caricatures: Embracing real, diverse user needs

Samuel Proulx • Accessibility Evangelist, Fable

Wednesday, December 4, 2024 • Advancing Service Design 2024

First Insights from the 2025 Service Design Salary(+) Report

Marc Fonteijn • CEO & Host, Service Design Show

Speakers

Quotes

"There’s pressure for efficiency and simplification that often borders on oversimplification."

"Timing is everything when you’re designing in healthcare."

"People are the interface at Airbnb—it’s an oral culture where knowledge is shared directly rather than through documents."

"We’ve been creating a team that can build and maintain a service, not just us as service designers, but all the people involved who will live with these systems after we are gone."

"In complex systems, the dots are often scattered across silos, time zones, and different expectations."

"People appreciate when you acknowledge your limitations in blending into an organization."

"When you design for the edges, you get the middle for free."

"If you don’t feel connected, you’re standing alone looking up at the mountain, and it makes the challenge seem bigger."

"Lots of service design is happening but it is in disguise."

"Community members are experts in their own lived experience and that expertise is valuable."

"Uganda is Africa’s largest refugee host nation with over 1.5 million refugees, mostly children, yet this crisis remains underreported."

"Service design may start with the product or service experience but can influence policy and infrastructure too."

"Data standards are like selecting English as the common language even if systems natively speak Portuguese or Spanish."

"You can’t show up with humility unless you have confidence in what you bring."

"Blushing is an inherently systemic reaction helping us understand what’s acceptable in a situation or not."

"We don’t design services for elves and unicorns because they don’t exist. So why are we designing services for average people?"

"The average salary in the Netherlands might be quite high compared to Europe or the US, but you have to dig deeper to see if seniority is skewing the data."