Reinventing Customer Services
Content, Service Design, and Customer Support
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.
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