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The Evolution of Service Design

The Evolution of Service Design

This timeline features the evolution of service design, highlighting how this methodology emerged, the thought leaders who brought it to life, and how it is recently being leveraged as a business strategy in the world’s most competitive companies.
2018 Service Design Week Current Attendee List

2018 Service Design Week Current Attendee List

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)

Amazon's Head of Design, Internet of Things: Exclusive Interview

Amazon's Head of Design, Internet of Things: Exclusive Interview

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.

Mastering the Design Sprint

Mastering the Design Sprint

Brought to you by Service Design Week's Media Partner, The Accidental Design Thinker, take a closer look to see how they are learning more about Design Thinking and the Design Sprint.

The Accidental Design Thinker's Crash Course in Service Design

The Accidental Design Thinker's Crash Course in Service Design

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.

The Art and Science of Better Insights and Ideas: A How-to Guide

The Art and Science of Better Insights and Ideas: A How-to Guide

Brought to you by Chaordix


If you’re ready to create a more meaningful relationship with customers, learn about the most effective ideation and insight generation techniques, and experience the benefits of a thriving co-creative community, read on!

The CINO’s Guide to Open Innovation in a Mobile, Social World

The CINO’s Guide to Open Innovation in a Mobile, Social World

Brought to you by Chaordix

When You’re Too Big To Think Big
If you’re reading this, it’s because you’re a leader who wishes to drive innovation in your company in a thoughtful and purposeful way. That’s why entire sections of this book are dedicated to learning how to manage an open innovation project, avoid common mistakes, and find the right tools.


How can we systematize what seems like the “luck of the draw” of finding someone in a completely different industry who has the answer to our current challenges?

How can we hop on tools and technology trends in a strategic way that helps us meet our organizational objectives?

How can we go beyond idea generation to use open innovation to beat the competition, conduct groundbreaking research, and form partnerships with the best external organizations and individuals?

These are some of the questions Chaordix will be exploring in “The Chief Innovation Officer’s Guide to Open Innovation in a Mobile, Social World”.

The Marketer’s Guide to Customer Participation and Co-Creation

The Marketer’s Guide to Customer Participation and Co-Creation

Brought to you by Chaordix

What do people want to buy? Wouldn’t every marketer love to know. It’s a fundamental question that leads to several others.

Is it an item’s features that matter most?

How important is storytelling for selling a particular product?

How much is a customer willing to pay for a given thing?

Over time, it’s grown harder to properly answer these questions. Some companies achieve sales success with great campaigns while others stick to offering fantastic features.

Here’s the problem: We’re using an outdated first question.


Brought to you  by Chaordix, the Marketer’s Guide to Participation Marketing (and Co-creation) will help you do just that.

2018 Service Design Week Attendee Kit

2018 Service Design Week Attendee Kit

Getting ready for Service Design Week?

Take a look at our 2018 Service Design Week Attendee Kit for the exciting new things we have in store for you!

- FAQs
- Speakers
- The Fun Stuff
- Onsite Team
- 2018 Event Partners
- The Accidental Thinker

Case Study: Rubbermaid Commercial Products

Case Study: Rubbermaid Commercial Products

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.

2+2 Extra Steps To Whole Customer Service Design

2+2 Extra Steps To Whole Customer 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 101

Service Design 101

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 enquiry@iqpc.com if you would like a copy sent to your email.

Service Design Week ROI Toolkit

Service Design Week ROI Toolkit

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.

2018 Service Design Week Sponsorship Prospectus

2018 Service Design Week Sponsorship Prospectus

Interested in becoming an event partner for Service Design Week? Sponsorship comes in so many shapes and sizes. The most important part: getting you in the spotlight in a way that's perfect for your business. Take a look at the 2018 Sponsorship Prospectus now. Want to connect with a team member? Email us at SPEX@iqpc.com

Customer Journeys

Customer Journeys

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 experience

2017 Service Design Week Post Show Report

2017 Service Design Week Post Show Report

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.


2018 Service Design for Financial Services Focus Day FAQs

2018 Service Design for Financial Services Focus Day FAQs

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. 

Featured Sessions:
- 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