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October 15 - 17, 2019 | Chicago

October 15: Pre-Conference Day

SERVICE DESIGN UNIVERSITY
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. 

SERVICE DESIGN UNIVERSITY

8:00 am - 8:30 am Check-In
Michelle Risinger, Innovation Director & Human-Centered Design Technical Expert at Pact

Michelle Risinger

Innovation Director & Human-Centered Design Technical Expert
Pact

SERVICE DESIGN UNIVERSITY

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

SERVICE DESIGN UNIVERSITY

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 DESIGN UNIVERSITY

12:30 pm - 1:00 pm LUNCH

SERVICE DESIGN UNIVERSITY

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

SERVICE DESIGN UNIVERSITY

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

8:00 am - 8:30 am Check-In

Service Design for Financial Services Focus Day

9:00 am - 9:30 am Chairman Opening Remarks

Service Design for Financial Services Focus Day

9:30 am - 10:00 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. 
Tim Ottman, Senior Director of Emerging Technology at Northwestern Mutual

Tim Ottman

Senior Director of Emerging Technology
Northwestern Mutual

Service Design for Financial Services Focus Day

10:00 am - 12:00 pm MATURITY WORKSHOP: Top Challenges in FinServ
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

Service Design for Financial Services Focus Day

12:00 pm - 1:00 pm LUNCH

Service Design for Financial Services Focus Day

1:00 pm - 2:30 pm CROWDSOURCING: Best tools & techniques for Service Design Implementation

Christina Prkic, Senior Manager at Federal Reserve Bank of San Francisco

Christina Prkic

Senior Manager
Federal Reserve Bank of San Francisco

Service Design for Financial Services Focus Day

2:00 pm - 3:00 pm TALK & DISCUSSION: How We've Evolved to Practice Service Design
To practice Service Design at scale within an organization you need to consider mindset, culture and governance. Changing the way you work does not happen overnight. In this session we will discuss the ingredients of Service Design and how they can come to life within a financial institution over time. Be prepared to ask questions and discuss tangible examples of how a company has made an incredible pivot to embrace a new way of working.
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

3:00 pm - 4:00 pm 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. 

4:00 pm - 5:30 pm SPEAKER MEET & GREET