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October 15 - 17, 2019 | Chicago

October 17: Main Conference Day + Site Tours

7:30 am - 8:00 am Registration & Breakfast

8:00 am - 8:15 am Chairman Opening Remarks

9:15 am - 9:45 am Interactive Discussion Groups: TOP TRENDS IN SERVICE DESIGN IMPLEMENTATION

Select three of the following sessions you are most interested in.
 
You will receive a schedule with all three sessions to attend during the hour and a half break-out, discussing in round table format, and taking away tools & resources to assist in your Service Design Implementation. Through rotating round tables of 10 peers each, you will be able to venture throughout the venue to gather resources, toolkits, and a bit of Service Design therapy from fellow designers and facilitators around your top challenges            

 Employee Empowerment
 
            Service Blue Printing & Other Tools
 
            Co Creation & Collaboration
 
            Infrastructure & Organizational Design
 
            Digital Service Transformation
 
            Customer Research & Insights

10:00 am - 10:30 am Networking Break


10:30 am - 11:00 am THE EVOLVING CONTINUUM: FROM PRODUCT TO SERVICE AND EVERYTHING IN BETWEEN

The need for Service Design has become more universal due to the evolving nature of the product & service continuum. In the US market, organizations are traditionally product-focused, however when shifting mindset from “products only being products” and acknowledging, understanding, and embracing the service as a factor of any realized idea, we see a significant impact to customers, organization, and success. Every product has an accompanying service in the experience economy.

11:00 am - 11:30 am IS DESIGN LED THE GOAL?

Becoming Design Led tends to be the priority of many organizations, labelled as the most advanced, customer centric, and innovative label.  However this contradicts the curious, ever-improving, and constantly evolving definition of design itself. What is the goal, how do you know you’ve reached it, and who is really Design Led? 

11:30 am - 12:00 pm FUTURES DESIGN: DESIGNING FOR NON-EXISTENT CUSTOMER BEHAVIOR

The world is now changing at the slowest rate it ever will. With this, we are seeing tremendous transformation in customer behavior. However, change takes time, and planning for future customers becomes increasingly challenging. Will people no longer have licenses due to self driving cars? Will children be using AI to finish homework?