1. 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

    # vimeo.com/190611798 Uploaded 873 Plays 0 Comments
  2. 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. This talk will focus on our attempt to scale a direct to consumer, personal health assistant startup, specific challenges that we faced and lessons learned.

    Access Adam's slides here: slideshare.net/secret/hmvj7D7KWRVBtP

    # vimeo.com/190610113 Uploaded 134 Plays 0 Comments
  3. 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. But incorporating robots into service is, not surprisingly, a design challenge. This talk uses Dan’s experience designing a home robot to teach lessons about designing services with robots involved. Safety, privacy, displaying robot intent, cooperation and movement between humans and robots…all of these need to be considered when adding robots to services. This may sound like scifi, but it’s happening now.

    Access Dan's slides here: slideshare.net/secret/4MLU5IYof8DqIk

    # vimeo.com/190609870 Uploaded 382 Plays 0 Comments
  4. 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. Every team has to make difficult business or design decisions along the way, and sometimes they don’t get the results they had hoped for or take a wrong turn with their approach that leads to setbacks in timeline or budget.

    But it’s not the setbacks that define a team’s success, it’s how they recover from them that helps them keep learning and launching great experiences.

    The stories in this talk illustrate how lean experience design tools can help teams rebuild confidence after setbacks and how to quickly make meaningful and concrete steps towards the traction they want to see in the market.

    # vimeo.com/190608680 Uploaded 172 Plays 0 Comments
  5. 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.

    In his talk, Marc will quickly describe how organizations use their software to integrate service design in their structures and processes. He will then give some insights how they set up their own startups from a service design perspective: How do they include customers throughout the entire development process? How do they prototype their software and features, but also how do they prototype their business model and pricing?

    Don’t be afraid. This won’t be a boring success story where everything worked perfectly based on just another shiny design process. Instead, you’ll hear some real stories when things went wrong and how to cope with it. You’ll learn how they integrated concepts like lean startup, agile software development, service design, design thinking, etc. into one big thingything they call “common sense”… :)

    Access Marc's slides here: slideshare.net/secret/49R0XXLVRyDdsY

    # vimeo.com/190608124 Uploaded 709 Plays 0 Comments

The Service Experience Conference

Adaptive Path PRO

Adaptive Path's Service Experience Conference brings together designers and business leaders to address the practice and execution of service design.

For more information, visit: service-experience-conf.com/

Follow us on Twitter at:…


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Adaptive Path's Service Experience Conference brings together designers and business leaders to address the practice and execution of service design.

For more information, visit: service-experience-conf.com/

Follow us on Twitter at: twitter.com/thesxconf

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