Executive Vice President
Service design has increasingly been involved in the integration of physical and digital service offerings. User experience design increasingly involves the design of digital services through a more holistic view of the customer journey. Leveraging the overlap between the two design practices can help organizations achieve audacious goals.This session will dive into the journey that GreenPath Financial Wellness has taken to integrated principles of human centered design into their service delivery work.
In this moderated discussion we will learn how they:
•Leveraged the two design practices to map their customer journey
•Trained staff to implement design practices within the organization
•Developed structures and processes within GreenPath to focus on Service Design
11:20 AM ADOPTION MATURITY ROUNDTABLES
These roundtables generate a best practices dialogue around the challenging benchmarks of service design organizational adoption.
New to Service Design:
Fostering Small Wins to Gain Momentum
Service Design Veteran:
Developing Stakeholders Organization-Wide
Service Design Leader:
Service Design as Your Way of Working