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October 15 - 17, 2019 | Chicago

October 15: Pre-Conference Day

SERVICE DESIGN JAM
An introduction to Service Design, this jam session convenes a crash course in the fundamentals of Service Design through a
highly collaborative, interactive format around a singular challenge. 
Michelle Risinger, Innovation Director & Human-Centered Design Technical Expert at Pact

Michelle Risinger

Innovation Director & Human-Centered Design Technical Expert
Pact

Service Jam

9:00 am - 9:30 am JAM BEGINS!

Service Jam

9:30 am - 12:00 pm BRIEF BEGINS
Effective service design initiatives require going beyond just end-users to include front line staff and design for cultural change. Positive customer experience starts with every employee within your company. Develop a customer-centric strategy to drive repeat business and customer loyalty. Build a roadmap to:

Hire and train new employees with your customers in mind
Strengthen customer-centric behaviors among your company’s leaders

Service Jam

12:30 pm - 1:00 pm LUNCH

Service Jam

1:45 pm - 4:15 pm THE FINAL MAPPING COMES TOGETHER

Service Jam

5:30 pm - 6:30 pm JAM CONCLUDES
SERVICE DESIGN FOR FINANCIAL SERVICES
Traditionally risk adverse, analytical, and the "anti-creative', this industry faces specific challenges around cultural transformation, design education, customer insights& research, and disruptive service technology.

Service Design for Financial Services Focus Day

9:30 am - 9:45 am Chairman Opening Remarks

Service Design for Financial Services Focus Day

8:45 am - 9:30 am CASE KEYNOTE: Service Design in Financial Services
Understanding the nuances of Service Design particular to financial services brings a level of complexity atypical to other industries. Illustrated through a case study example, begin to visualize the top challenges of implementing human-centered design and seek inspiration with which we can combat and succeed in spite of them. 
How do we evolve design maturity in an organization? In this interactive workshop segmented by levels of maturity, we look to identify top pain points specific to the financial services industry and begin to roadmap solutions, discuss perceptions and share out best practices. 
Andy Vitale, Head of User Experience Design at SunTrust

Andy Vitale

Head of User Experience Design
SunTrust

Katrina Glover, Senior Director, Customer Experience Design at Freddie Mac

Katrina Glover

Senior Director, Customer Experience Design
Freddie Mac

Aaron Irizazzy, Director Design Systems/Design Ops, Commercial Design at Capital One

Aaron Irizazzy

Director Design Systems/Design Ops, Commercial Design
Capital One

Raphaelle Loren, Former Customer Experience Director at Wells Fargo

Raphaelle Loren

Former Customer Experience Director
Wells Fargo

Service Design for Financial Services Focus Day

12:00 pm - 12:30 pm LUNCH

Service Design for Financial Services Focus Day

10:40 am - 11:25 am PANEL: Collaboration in A Risk Adverse Environment
Whether collaborating with your customers or co-creating internally, cultures and environments that are traditionally risk averse hit a roadblock when it comes to gaining buy-in across the organization. Many times, design exists in siloed “Innovation Labs” while innovation realistically must be affected across the entire organization. 
Raphaelle Loren, Former Customer Experience Director at Wells Fargo

Raphaelle Loren

Former Customer Experience Director
Wells Fargo

Service Design for Financial Services Focus Day

2:00 pm - 2:30 pm WORKING GROUP: Data & Infrastructure in a Digital First Economy
Understanding and collecting data on services is different from traditional research methods. You need to get out into the world, observe, participate, and experience the service first hand. There are several tools to help you with ways of seeing and recording what is happening. In this session we will introduce a few frameworks for observing a service and practice with hands-on experience. This is part one of a two-part session. 
Natalie Kuhn, Manager of Service Design, Commercial at Capital One

Natalie Kuhn

Manager of Service Design, Commercial
Capital One

Service Design for Financial Services Focus Day

12:20 pm - 1:05 pm DISCUSSION: Brand Trust & Developing Impactful Customer Relationships