1. Andy is APAC Regional Design Director for Fjord.

    He has 24 years of collaboration with clients across a range of industries, including finance, insurance, telecommunications, automotive, media, design and education, and has been involved in interaction design since the early 90s, when he co-founded award-winning media group, Antirom, in London. He holds a PhD from the University of Technology, Sydney and is a Fellow of the Royal Society for the Encouragement of Arts, Manufactures and Commerce. He is co-author of the book, Service Design: From Insight to Implementation.

    You can also find frequently him lending his views and voice to the Fjord Fika podcast.

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  2. It's one thing to learn service design tools and try them here and there on your projects. It's another to make the tools and the mindset business as usual within your organization. Connecting the dots is no small feat. But that's what we're trying to do at Capital One. Within our financial services division, we've made journey maps, vision stories, and service blueprints part of our management system. Leaders from multiple lines of business are embracing and learning these tools to help understand the customer experience, make vision tangible and accessible, and articulate what it will take to get there.

    What are the challenges of implementing service design at scale? How do you democratizing both the mindset and the practice? How many journey maps do you need? What's the appropriate level of zoom? When is a blueprint not the right tool? How can we balance autonomy at speed, with service experience at scale? What's the role of the design team in this transformation? If service design tools, methods, and mindset are to become truly business as usual, these are the questions we must face.

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  4. Earlier this year, writers at the Economist decreed that data is to this century what oil was to the last one. Data has enabled new products, services, businesses, and economies. How can service designers thrive as data-savvy innovators in this new economy? What do we need to know about data, machine learning, and artificial intelligence? In this talk, I will draw from multiple research and development efforts to present relevant findings about how to design in a new data-driven economy.

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  5. Have you ever asked yourself what or to whom you are in service to? Human-centered Design teaches us to unlock value by understanding the underlying needs and goals driving certain user behavior, to find unmet opportunities, and design better solutions. However, we rarely inquire into what drives us, the Designers, and the organizations we work for or within – why is that?

    What relevance does an inquiry into the purpose of Service Design hold for you as a practitioner? Today the world faces a moment of great uncertainty. Designers are called upon to develop the ability to openly examine the deeper contexts that govern the current human experience, including themselves. Understanding which value systems and goals you, your team, organization, company, industry etc are serving is crucial to understanding your impact as a Designer on the world.

    This talk accompanies Alexander’s The Service Experience Conference workshop ‘Reconnect with your purpose’. In the spirit of theory & practice being most powerful when they are combing attending both the workshop and talk is recommended, but not mandatory.

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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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