If you are joining us for the first time today take a moment to complete your profile on the platform and meet your fellow attendees, our contributors and sponsors. Grab a cuppa, an extra cushion or two...are you sitting comfortably as we're about to begin!
How do you create simpler experiences across fast-moving organisations? How do you embed behaviour change and scale service-design thinking? Join us from your sofa to hear from the best – they’ll share their own experiences, as well as tools and tips to help you succeed.
To view the schedule in your time zone
Simply click on the purple 'i' next to the time listed and it will show the sessions in your local time.
Most of the services we use every day aren’t designed to meet our needs In fact, most of the services we use every day weren’t designed at all. Design is an increasingly mainstream activity inside even our most traditional organisations, yet the services we use today are still more likely to be the product of technological constraints, political whim or personal taste than they are the conscious decisions of an individual or organisation. Why are businesses still failing to deliver services that work for users? The answer lies in our ability to see services as things to be designed in the first place and with it out role and realisability as a service provider. Lou will talk about the experience of building the UK’s largest in house design teams in the UK government, and what it takes to build a truly user-centred organisation at scale
Have a stretch, have a cuppa, have a biscuit maybe. We'll be back in 30 mins.
More Than Metrics
Service design is a team sport. To have a real impact on the experience of users/customers/employees/citizens, you'll need to involve people from various parts of an organization and sometimes even from multiple organizations. In this context, the key skill of a designer is facilitation. Designers need to handle different people, build bridges between silos of an organization, while at the same time handling the design process, using tools and methods and leading the core design team. Nowadays, many organizations strive to embed service design into their practice or when they have first teams working in service design, they aim to scale this across more departments. In this talk, Marc shares 20 learnings from helping many companies on their journey of embedding and scaling service design. You'll walk away with some hands-on tips on how to use service design as a common language in an organisation to connect organisational silos, and how to craft a roadmap on how to get there.
Time for a stretch and a drink. We'll be back in 30 mins.
Akil will talk through his work at COMUZI and how their values of radical and purposeful design bleed into his experiments as he looks to develop business skills within the early stage small business community. Talking through two experimental projects M&C Saatchi Saturday School and Mentor Black Businesses, Akil has asked himself what it looks like to deliver his commercial skills at scale to an audience who can't afford them. What does the impact look like? Do people care to leave their house on Saturdays? Who pays? What does value look like for all stakeholders? What does delivering services look like sustainably at scale? This is an AK experiment, these are my experiments where I push service design to my limits, these are experiments where we show what's possible.
In our mature design organisations we've honed our tools with design systems, sprint methodologies, team structures but even with this maturity comes challenges. Designing products and services goes beyond the user experience and design team alone. Organisational structure, policy decisions, business models, technology platforms and the procurement of them all impact the user experience. It can be frustrating when you bump up against it when trying to design a product or service, and even more so when you don't know how to influence these decisions. This talk will look at the model of full stack service design and share ways in which you can influence your internal stakeholders to make decisions which will make your job easier in designing products and services that meet user needs.
Goodness, me and that was Day 3 - a few words from Andy to round up the day, stay tuned for tonight's fun and games.
Retro gaming meets quiz show, meets comedy - who knows where this might go. Join us for a whole lot of interactive gaming silliness!