Live Chat Software
October 15-18, 2018 | Boston, MA

Markus Grupp


Senior Director, Product and Service Design
Kira Systems


10:50 AM The Design Principles Roundtables

Service design principles support the development of services which deliver high quality experiences to users and customers. Many of these principles are similar to principles already employed in UX design and it should be relatively easy for an experienced UX designer in products to transition to UX design for services.
These roundtables generate the best principles to organize and optimize these complex interactions.

First Pick:
10:50am-11:20am
Second Pick:
11:25am-11:55am

Employee Empowerment Design:
Brand Experience Design: 
Technology Design:

3:45 PM Service Resiliency: How to Handle the Unexpected

Service design staples like journeys, blueprints and principles are imperative for creating a shared vision and a common direction. But you have to face the real world when you finally deliver a new service. What looked great in a blueprint might not work so well when tested.To often our tools are linear, only showing the typical path, and lose power in the homestretch of implementation:
o    How to make our prototypes more robust with details, annotations, patterns, and branches, and with key insights from systemic resiliency and adaptive enterprise research
o    How to use service resiliency to evaluate how robust a service is, and how it can improve to handle the unexpected, the weird, and the everyday surprises of real world service delivery
o Tools for bulletproofing service designs so that they are more resilient

4:30 PM Advisory Board’s Interactive Q&A Wrap-Up

As we wrap up the conference, let’s discuss some of the key lingering questions from throughout the conference. In this session, we will pose the audience’s leading questions to top speakers.


Check out the incredible speaker line-up to see who will be joining Markus.

Download The Latest Agenda