Service Design 2016

Registrations are now open for Service Design 2016, a 2-day event all about designing great services. It is made up of a workshop and a conference, and you can attend one or both.


On 21 March, Andy Polaine will be teaching a full-day workshop called “How to design a service in six hours”. Spaces will be limited, so book early.

This is a full day workshop, on 21 March 2016 (from 9am-5pm). It will be held in Melbourne at Stamford Plaza.

The workshop costs $350 until 31 Jan (and $400 after that).

Product designers and architects get the chance to sketch multiple variations of their concepts quickly and roughly. What is the equivalent of this for services that have multiple touchpoints and intangible concepts?

This hands-on workshop races participants through the entire process of conceiving, mapping out, storyboarding and creating the business model of a service. The proposed ideas will be full of assumptions, unknowns and holes, of course, but assumptions and unknowns are just things that need to be researched and verified and now we know what we have to do. Participants will end with a first 'sketch' of their idea, ready to be researched, refined, honed and polished.

The target audience is anyone working on user experience, service design, interaction design or customer experience projects - as a designer or a business person.

For a more detailed description nof the day, including learning objectives and takeaways, see our workshop page.

Andy Polaine is a Design Director at the global design and innovation consultancy Fjord where he divides his time between client work and Fjord Evolution. He is co-author of the Rosenfeld Media book, Service Design: From Insight to Implementation and a Rosenfeld Expert and Editorial Board Advisor. Andy has had a long career as an academic and independent consultant, working commercially with clients such as Mobiliar, Telenor, Optus, Three UK, VW Germany, Proto Partners and live|work. Andy regularly presents and keynotes at conferences as well as for client engagements.


Service Design 2016 is a full day conference that will be held in Melbourne, 22 March, at the Sheraton.

The conference costs $350 until 31 Jan (and $400 after that). The conference program will cover a wide range of topics needed for a service design project – strategy and scope, design research, designing end-to-end solutions, case studies about completed services, designing public services, communicating design, influencing related projects and implementing complex services.

The conference will be focused on the Australian service design community, with presentations by local speakers and opportunities to share experiences with each other. Presentations are still being added, but here's some definites:

  • Accessibility journey mapping public transport: Alexandra Almond
    As part of a broad program of work Public Transport Victoria had undertaken an extensive journey mapping exercise across all modes of public transport. However, the journey map was a bit light on around accessible needs. We enhanced it by working with the accessibility community. This involved, among other things, travelling the network in a blindfold with a cane and in a wheelchair, with a disability trainer as a guide; and running a workshop with 35 people from the community - with a mix of people with a disability, advocates and carers.
  • Customer-focused industry regulator: It doesn’t have to be an oxymoron: Marie-Claire Grady
    It’s not often that you hear the words ‘Industry Regulator’ and ‘Customer-Focus’ in the same sentence. In the case of the Queensland Building and Construction Commission (QBCC), that’s exactly what has been achieved with the re-design of their Dispute Resolution service. For QBCC, resolving disputes between builders and home-owners is one of the most significant and critical activities that they undertake. Each year they investigate over 4000 disputes regarding defective work, seeking a satisfactory resolution for the parties involved, while maintaining the integrity of the Queensland building industry.
  • Remembering what we have forgotten: Andy Polaine
    An Uber is your personal chauffeur, Apple’s app allows you to treat their stores as a personal storeroom, Task Rabbit lets someone do your chores for you, Amazon Echo orders your groceries, a Michelin star chef cooks for you and it’s delivered to your home, Airbnb gives you homes all over the world, Google Now politely reminds you that you should leave for your meeting sooner rather than later. All these service experiences feel Silicon-Valley modern, but look back in history or watch an episode of Downton Abbey and you will see that we are just remembering what we have forgotten.

For details of these and more presentations, see our conference page.

Look out for more details of Service Design 2016 in coming weeks - but don't forget that Early Bird price closing date of 31 January. Register now.