Interested in attending Service Design Week? Take a look at this list to find out who's confirmed to attend. (Last Updated 8.1.2018)
Customer Management Practice's Principal Analyst, Ryan Gaviria, speaks further with Joanna Peña-Bickley, Amazon's Head of Design, Internet of Things about her unique philosophy, career journey and deep passion for customer experience.
About Joanna: Joanna Peña-Bickley is a humble visionary that has lead the way for such companies as, MATTER, Wunderman, Digitas, BBG Wordwide and Organic by applying her vast experience in brand strategy, design, and developing big creative ideas.
Joanna brings valuable award-wining creative experience in the management of large and complex marketing campaigns, content and platforms for companies like Facebook, Nokia, Microsoft, Hershey's American Express, Nestle Purina, JP Morgan Chase, Land Rover, FTD.com, Abbott, Warner Bros, MTV, Pepsi and Bacardi.
Not long after “accidentally” discovering the world of design thinking, the Accidental Design Thinker was introduced to the equally wonderful world of service design. Brought to you by our 2018 Service Design Week Media Partner, take a look at how they discovered the wonderful world of service design.... through a failure.
Rubbermaid Commercial Products (RCP) asked IN2 to design a new service that would improve the recycling rates in commercial office towers. We got to take on a problem experienced all around the world – recycling– and, by focusing on the daily experiences of office workers, show significant improvement in how much of the offices’ waste they recycled.
Brought to you by the team at Service Design Week and as part of our Expert Interview Series, Bryan Taylor, Founder, Creative Director at Drawn discusses his take on service design.
Service design is fundamentally meant to create complete and holistic customer experiences. But all too often, we find large organizations struggle with the scope that is truly required of whole experiences. Check out this Service Design recap to help you design more whole-journey, customer-centric services.
Service design represents the umbrella discipline for the creation, optimization and execution of experiences with users and customers. It is not limited exclusively to physical or digital interactions, a single product/service, or customer-facing touch points, but is inclusive of the holistic service blueprint, including the front stage and backstage actors and partners involved in service delivery. Get started with this Service Design 101 Guide.
Interested in Service Design Week? Email us at firstname.lastname@example.org if you would like a copy sent to your email.
Thinking about attending Service Design Week? We are here to help you convince your colleague or manager to attend. Take a look at the top reason why you should attend. This ROI toolkit includes:
- Convince your boss letter
- Top reasons to attend
- Estimated Budget Expense Sheet
- and more!
If you are interested in attending, email us for a copy of the event brochure.
Brought to you by CCW Digital, in today’s era of customer centricity, you cannot afford to make
guesses or assumptions about customer demands. You cannot impose broad,
impersonal, business-minded experiences on those customers. You cannot allow
silos to create frustrating “pain points” for your customers.
This Special Report on Customer Journeys will help you avoid those pitfalls.
Not simply a call to think about customer journeys, this report explores how to leverage journey maps to orchestrate frictionless, personalized, engaging experiences across all channels. Topics include:
- 3 ways to increase customer centricity with journey maps
- 6 ways to drive business results with journey maps
- 5 challenges to mapping (and improving) customer journeys
5 steps for meaningfully elevating the customer
Interested to see what happened last year?
Our inaugural Service Design Week was proud to gather the service design community, from newbies to experienced practitioners, diving deep into what service design can mean for customer management.
As we embark in 2018, we look forward to reconvening this community to continue the service design conversation. Until then, enjoy this report, key takeaways from your fellow attendees, and the fantastic work of our graphic artist.
Service Design is relatively new. Most FinServ organizations are not. Based on extensive industry research and feedback from our Service Design sector events, including Design Thinking, the urgent need for customer centric, digital transformation in financial services is stronger than ever. The Service Design for Financial Services Focus Day will dive deep into approaches and methods that are considered valuable in gaining buy-in from business and system partners and innovating through regulations and compliance requirements.
- How Can a Strategic Design Function Impact a Financial Services Organization?
- Transform Customer Data into Meaningful Insights for Design
- Designing around Culture: Mobilize the Frozen Middle
- Cyber-Security: FinServ’s Leading Challenge