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2017 Past Presentations

Design for Health

Design for Health

Presented by: 
Emilee Kaufman, Manager, Corporate Partnerships, Population Services International (PSI)
Mary Philips, Program Manager, Population Services International (PSI)

Missed out on Service Design Week 2017? Brought to you by our Philanthropic Partner, PSI, PSI takes a business approach to saving lives by addressing HIV/AIDS, malaria, sanitation and access to contraception in the developing world. They believe it’s time to put health care directly into the hands of consumers. When beneficiaries are treated more like consumers, when they are deeply engaged in program design and when care is brought as close to them as possible, greater health outcomes are achieved, faster.

Attendees participated in a “Design for Good” challenge. Take a look at their presentation. 

Opening the Experience Aperture

Opening the Experience Aperture

Easy Service Design Techniques to Design Customer Ecosystems Beyond the CX/UX Vertical

Presented by: 

Peter March, Director of User Experience, FCB Health

Missed out on Service Design Week 2017? Leveraging case studies and anecdotes, Peter introduced attendees to the tested tools and techniques from the field of service design that they can start using immediately to help approach the design of services in a more holistic and comprehensive way.

Take a look at his presentation. 

Reinventing Customer Services

Reinventing Customer Services

Content, Service Design, and Customer Support

Presented by: 
Heather Simon, Director, Service Design, AutoDesk

Missed out on Service Design Week 2017? Five years ago, Autodesk recognized a need to reinvent how they were delivering services to customers. Heather Simon, Autodesk’s first Service Design Director, was brought on to build a service design organization for this purpose. Hear Heather’s service design journey, including:

  • How her product management and communications background prepared her for service design leadership
  • The cross-functional role of her service design shop acting from the operations silo
  • “Train the trainer” initiatives across Autodesk design teams to evangelize service design methods
  • Atlas, her team’s bespoke journey mapping software, now used company-wide

Take a look at her presentation. 

Building on Human-Centered Design: Evolving the Discipline of Design Research

Building on Human-Centered Design: Evolving the Discipline of Design Research


Presented by: 

  • David Weissburg, Director, Design Strategy, Fidelity Labs
  • Mark RogersDirector, Design Strategist, Fidelity Labs


Missed out on Service Design Week 2017? Human-Centered design has emerged as the industry standard for design research. But might human-centered research, by its nature of putting “the user” in the middle, be in danger of serving only part of those in need of support?

In this workshop, David Weissburg introduced the budding concept of Relationship-Centered Design. Through interactive exercises comparing various depths of design research (customers, users, humans, relationships), observe the differing research outcomes achieved dependent on the methods used. attendees walked away with a new, relationship-centered mindset for navigating the fuzzy front end of innovation. 

Take a look at their presentation.