Service Design 2012 presentations
All presentations for Service Design 2012 were recorded and will be available gradually over the next month or so.
You can get the audio:
- on each of the individual presentation pages below (where you can follow the slides as well)
- subscribe to the Service Design 2012 audio RSS feed
- subscribe to the Service Design 2012 iTunes podcast
Harriet Wakelam, Owen Hodda and Zaana Howard
Our presentation tells the story of a blended design team comprising a National Australia Bank (NAB) internal design team, product team, architects and more, working with an external consultancy, Deloitte; brought together to evaluate the customer experience of the new NAB retail stores.
Blended design teams: from clients and consultants to co-workers - includes slides and audio
We have often turned to overseas case studies and examples, forgetting to learn from what we have here. The Service Design Network in Melbourne is collecting tangible demonstration of knowledge, expertise and experience from local experts and practitioners in Australia and NZ. Please share your knowledge with us so we can all understand the beautiful complexities that service design performs within!
Building a community of practice on service design (10-minute talk) - includes audio
Penny Hagen and Kitty Rahilly
In this presentation we describe the activities and tools used to communicate, prototype and enable the adoption of the future service strategy for the Inspire Foundation’s flagship service, ReachOut.com.
Communicating, prototyping and adopting ReachOut.com’s future service strategy - includes slides and audio
I have always believed that we are born with nothing but creativity in our blood. It’s unfortunate that most humans have this pure gift squeezed out of them as they progress through the journey that is life. I’ve been exploring techniques to help even the most uncreative become creative.
Harnessing the creativity of the uncreative! (10-minute talk) - includes slides and audio
In this presentation, Optimal Usability co-founder Trent Mankelow will share their experience learning what service design was and how it applied to what they did, via a three year learning journey. He’ll share lessons, mistakes and give you some ideas that you can try.
How to teach yourself service design: Three years of lessons learnt - includes slides and audio
This presentation shines the light on what’s missing in turning A customer experience vision into tangible business value. How do you use all that is good and useful from typical customer experience approaches? How do you add commercial rigour and the hard core analytics in a way that one competency doesn’t dominate the other? What is the secret in bringing together the skills and perspectives that result in a great customer experience and an equally great commercial outcome?
How to transform vision into value - includes slides and audio
Mel Edwards and Justin Barrie
In this presentation, Mel Edwards and Justin Barrie from DMA use examples of public sector service design to highlight how Service Designers are making a difference at the different levels and scales of complex organisational change processes – sometimes at a significant distance from what we’d normally consider a traditional service focus.
Public sector design: Driving internal and external change one step at a time - includes slides and audio
We can get caught up in researching, designing and launching services, and totally forget the impact the conscious design of services is having on real people. Let this cease!
Using stories from Australia and around the world, this talk provides tangible examples of the impact service design is having on customers, staff and organisations in a range of different sectors.
The value of consciously designed services - includes audio
Consumers are people. People who are emotional. They seek experiences that leave them with pleasant memories. Services are exactly the kinds of human-centered activities in which design thinking can make a decisive difference. Memorable experiences are difficult to replicate by competitors and, when positive, are exceptional differentiators.
Alex Ritchie, director of Australian experience design consultancy e2, will articulate how service organisations can use design thinking as a tool for imagining these experiences and giving them a desirable form.
Transcending transactional spaces: Incorporating memorable experiences into design - includes slides and audio
My three Associates at Pure and Applied are each poets working now on Service Design and User Experience. Fiona Wright – poetry editor at Giramondo and on Heat magazine… And poet too. Miriam Chatt – installation artist and poet. Andy Quan – poet (and NGO policy wonk). Why do I hire poets?… Watch or listen [...]
Why I hire poets (10-minute talk) - includes audio