1. Policymakers and nonprofit leaders are increasingly interested in working with designers to help create public policy and deliver social services. Meanwhile, at any given time, 15% of the American public is officially living in poverty – on less than $24,000 a year for a family of four. What tools and approaches do service designers need to deliver impact for public-sector clients and partners, while generating real value for poor and vulnerable communities? Chelsea Mauldin, director of the nonprofit Public Policy Lab, has worked extensively with New York City and federal agencies, for whom she’s designed services with affordable-housing applicants, seniors enrolling in Medicare, and public-school students with disabilities, among others. In this talk, she’ll describe ongoing challenges in applying collaborative design strategies in a public-interest context and share her three best strategies for doing right by the people.

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  2. Service design addresses the shortcomings of typical product design for helping businesses understand and deliver on holistic customer relationships over time. However, design alone is insufficient for ensuring this delivery. Businesses are still in the thrall of product management practices that emphasize requirements, ship dates, and short-term analytics. We must redefine how companies coordinate and operationalize their service delivery, moving away from models that made sense in mass manufacturing.

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  3. Service designers help clients create better business models, deliver better services and stage better experiences across multiple processes, channels and touchpoints. This talk outlines the ten competencies and four roles that are essential for any service designer to master.

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  4. Complex systems, such as health care, are large, interconnected structures that often fluctuate between organized and chaotic. They are comprised of intersecting people with different behaviors and motivations, multiple activities and environments, as well as cultural boundaries and constraints. This inherent complexity makes it necessary for us to have an actionable service vision that sets a foundation for change and methodologies that allow us to experiment with new ideas while measuring their impact.

    In this talk we will explore the role and benefits of active experimentation and highlight impact analysis in our design process and why it is effective for the practice of service design.

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  5. What does an organization known for “shushing” people, penalizing slow readers (you know you owe fines) and maintaining order right down to the decimal point know about service design? A whole lot more than you might imagine.

    Richland Library Executive Director, Melanie Huggins shares how her library transformed from the inside out with a renewed and intentional focus on the customer experience. The entire staff participated in creating a strategic, customer-centric vision that has permeated every function and service of the organization. Be inspired by examples of how this and other libraries are making its customer promises real through their people, places, processes and promotions.

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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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