May 27th: Service Design Digital Summit
Join us before the event starts for some morning meditations.
11:30 AM EST: Pre-Summit
11:30 am - 12:00 pm
Mindfulness and Meditation
12:00PM EST: SUMMIT BEGINS
12:00 pm - 12:30 pm
Chairman Opening Remarks
12:10 pm - 12:40 pm
Blurred Lines: How the Design Continuum is Transforming Service Execution
Meriah Garrett -
Chief Design Officer,
USAA
Design teams who have adapted and evolved in the Covid-19 era realize that the silo’d disciplines of design no longer are adequate to deliver a holistic customer experience. The entirety of the ecosystem, connection to the customer, and process optimization must be in place to deliver service successfully. Service Design offers this avenue by moving from product to business operation, recognizing that without proper execution exceptional user experience cannot be realized.
12:40 pm - 1:00 pm
The Service Design Leader: Building Yourself and Your Team for Remote Success
Alley Rutzel -
UX Director,
Google
Focused on process and back-end optimization, Service Design by nature must be matched with excellent leadership to deliver results. We are all in a remote environment, which has changed the landscape for many organizations in regards to career growth, team education, and employee experience. How can you build your brand with face to face interactions limited to pre-set meetings? How can you monitor the well-being of your employees and continue to motivate in time of crisis? Bringing her experience at Google as the Director of UX Design for GSuite, Alley will dive into her insights on remote work as well as practical tips for how to lead effectively in this situations.
1:00 pm - 1:30 pm
Digital Transformation: Optimizing Product Discovery to Develop Digital Services
Paul Sullivan -
Solution Lead,
VMware Pivotal Labs
When teams apply service design methods they are trying o make sense of uncertainty and pick a direction with confidence. Supporting these teams can be tricky as progress is often unpredictable and non-linear. In this talk, Paul will use stories from real client projects to illustrate how we approach product discovery, and common pitfalls for stakeholders and sponsors to avoid. Paul will also deep dive into how you can run his favorite service design workshop with your team.
1:30 PM EST: Coffee Breaks
1:30 pm - 2:00 pm
Coffee Chats
TAKE A BREAK AND MEET THE ACTUAL AUDIENCE! THESE INFORMAL COFFEE ROOM DISCUSSIONS OFFER MOMENTS OF FACE TO FACE INTERACTION AS WE BREAK INTO THE AFTERNOON WORKSHOPS.
Choose Your Track: SCALE & BUY-IN
Human-centered Service Design: Keeping the human at the center of the process
2:00 pm - 3:00 pm Workshop ABEGINNER
Prabhas Pokharel - CEO, Reduct VideoService Design helps organizations align products, services and operations to deliver exceptional experiences to their customers. It involves managing complex interplays, and involves diverse stakeholders in the process. Through all of this, it is not easy to keep everything centered on the ultimate goal: providing an exceptional customer experience. This session will be a deep-dive into keeping the service design process grounded in the customer's experience, and will provide tools for creating buy-in and alignment around customer needs throughout the organization.
Becoming a Remote Champion
2:00 pm - 3:00 pm Workshop BBEGINNER
Mark Tippin - Head of Services, MURALQuite suddenly, almost everyone started working remotely. Whether you’re a team lead or member, you can help your team connect, collaborate, and build remote resilience.
Join this workshop to learn more about:
- Tools you need to build a strong digital workspace
- Different ways to work together when you cannot be in the office
- Best practices for remote work teams
- Establishing and building trust with teammates and managers
- Methods to make remote collaboration productive
3:00 PM EST: Closing Panel
3:00 pm - 3:30 pm
Closing Panel: Service Design Leadership & Execution in the Covid-19 Era
Daniela Busse -
Head of Design Research,
eBay
Viraj Patwardan - VP, Digital Design & Consumer Experience, Thomas Jefferson University & Jefferson Health
