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.