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Service Design 2012 presentations

Blended design teams: from clients and consultants to co-workers

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

Communicating, prototyping and adopting ReachOut.com’s future service strategy

Penny Hagen, Mariesa Nicholas 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

Enacting the enactment: An interactive introduction to developing & conducting service enactments

The Huddle team

At Huddle, we’re very excited about service enactments. We want to share their immense value and show you how much fun they can be. And we think that the best way to share our excitement is to jump right in there and show you.

In this lively and engaging session, we will conduct an interactive enactment session live and on the fly, guided by input from YOU: dear audience members.

Enacting the enactment: An interactive introduction to developing & conducting service enactments

How to teach yourself service design: Three years of lessons learnt

Trent Mankelow

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

The value of consciously designed services

Iain Barker

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

Transcending transactional spaces: Incorporating memorable experiences into design

Robbie Robertson and Alex Ritchie

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.

Robbie Robertson and Alex Ritchie, directors 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

Value networks

Damian Kernahan and Erik Roscam Abbing

In their talk Damian Kernahan and Erik Roscam Abbing will disclose their practical experience as service designers with the challenges and opportunities of value networks and share with you some golden tips on helping organisations face this new age of networked innovation.

Value networks