Service Design

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.


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Welcome to Day 3: Service Design

Andy Budd
Founder of Clearleft and Curator of SofaConf
Clearleft

Good Services: building user-centred organisations at scale

Lou Downe
Director of Housing and Land transformation
UK Government

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

Q&A with Lou Downe

Andy Budd
Founder of Clearleft and Curator of SofaConf
Clearleft
Lou Downe
Director of Housing and Land transformation
UK Government

Andy will take your questions for Lou.

Break

Have a stretch, have a cuppa, have a biscuit maybe. We'll be back in 30 mins.

20 Tips - How To Embed And Scale Service Design In Organisations

Marc Stickdorn
CEO
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.

Q&A with Marc Stickdorn

Andy Budd
Founder of Clearleft and Curator of SofaConf
Clearleft
Marc Stickdorn
CEO
More Than Metrics

Andy will take your questions for Marc

Break

Time for a stretch and a drink. We'll be back in 30 mins.

Join us on the sofa - Community Session

More details coming soon

Full Stack Service Design

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.

Q&A with Sarah Drummond

Andy Budd
Founder of Clearleft and Curator of SofaConf
Clearleft

Andy will take your questions for Sarah

Outro

Andy Budd
Founder of Clearleft and Curator of SofaConf
Clearleft

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.

Wifi Wars

Retro gaming meets quiz show, meets comedy - who knows where this might go. Join us for a whole lot of interactive gaming silliness!

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Help support the incredible groups working to respond to the COVID19 crisis, with an optional charity donation when you buy your ticket.

For more information see the ticket page