Jesse Grimes of Kolmiot speaks at SDC19 in Toronto. Our discipline is growing fast and changing fast, and the services we design are getting more and more complex. Amongst other things, this complexity is being driven by the possibilities offered by new technologies. Our work is changing as well - we are becoming required to learn new skills, as well as tackle new challenges. As a community, we frequently get together to discuss how we work in specific sectors, or how to apply specific tools and techniques. In this talk, Jesse will take a step back and look at service design itself, and what trends are shaping it as it moves into the future. Combining 11 years of experience as a practicing service designer, along with the international perspective he brings through his leadership of the Service Design Network and being Editor-in-Chief of the SDN journal 'Touchpoint', Jesse has a unique global perspective which he looks forward to sharing with the audience. Become a member! https://www.service-design-network.org Follow us on Twitter: https://twitter.com/sdnetwork Or on LinkedIn: https://www.linkedin.com/company/2933277 Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/ Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/

1. Trends in the world of service design
SDN Global Conference 2019
9 October 2019, Toronto
Jesse Grimes

2. 2
1 What’s my context?

3. About myself
12 years as a practicing service designer, 22 total years working in design
SVP of the Service Design Network, co-founder SDN Academy, SDN
Netherlands Chapter lead
Editor-in-Chief of the SDN’s journal Touchpoint
Deep experience in service design for financial services
Interest and focus since 2016 on service design in innovation contexts
Intro
3

4. 4
2 Five trends

5. Do I speak the language of my
client? How are business
designers different?
How can systems thinking
approaches be integrated into
our practice
What can service design learn
from traditional design
management?
5
Trends in service design
1. Greater
mandate, growing
complexity
Service design
integrated into day-to-
day business
Complex challenges
Large teams of service
designers

6. 6
Do I speak the language of my
client? How are business
designers different?
How can systems thinking
approaches be integrated into
our practice
What can service design learn
from traditional design
management?
Trends in service design
1. Greater
mandate, growing
complexity
Service design
integrated into day-to-
day business
Complex challenges
Large teams of service
designers

7. Whose role is it to design
future service interactions?
Do we have the skills and tools to
design for chat- (or thought-)
based interactions?
How do current (and upcoming)
service designers become
‘computational designers’?
7
Trends in service design
2. Designing for
AI-delivered
services
The service provider
role is changing
Service interactions
are becoming
intangible
A new breed of
designers will emerge

8. Whose role is it to design
future service interactions?
Do we have the skills and tools to
design for chat- (or thought-)
based interactions?
How do current (and upcoming)
service designers become
‘computational designers’?
8
Trends in service design
2. Designing for
AI-delivered
services
The service provider
role is changing
Service interactions
are becoming
intangible
A new breed of
designers will emerge

9. Service designers shouldn’t be
in Agile-based product teams,
but journey-based teams
Service managers, not product
managers?
9
Trends in service design
3. Service mindset
vs. Product
mindset
Modern product
management and
service design
Silo effect
Service/Experience
economy
Semantics as a barrier

10. Service designers shouldn’t be
in Agile-based product teams,
but journey-based teams
Service managers, not product
managers?
10
Trends in service design
3. Service mindset
vs. Product
mindset
Modern product
management and
service design
Silo effect
Service/Experience
economy
Semantics as a barrier

11. How do qual-focused,
empathic service designers
learn to harness the power of
quant data?
How can the art, craft and
aesthetics of design be
preserved?
11
Trends in service design
4. Data-informed
service design
More devices, more
insights
Data analysts and
service designers
Journey analytics for
observation,
measurement and
prediction

12. How do qual-focused,
empathic service designers
learn to harness the power of
quant data?
How can the art, craft and
aesthetics of design be
preserved?
12
Trends in service design
4. Data-informed
service design
More devices, more
insights
Data analysts and
service designers
Journey analytics for
observation,
measurement and
prediction

13. How do qual-focused,
empathic service designers
learn to harness the power of
quant data?
How can the art, craft and
aesthetics of design be
preserved?
13
Trends in service design
5. Specialist roles
in service design
Livework’s attempt at
classifying specialist
roles within service
design practice
relationship
designer
translator
visualizer
behavior
designer
Source: Livework

14. How fast can academia catch
up to these necessary
distinctions that have been
identified by practitioners?
If service design splinters into
such factions, does it still even
exist as a general discipline?
14
Trends in service design
5. Specialist roles
in service design
‘Service Design Skills
Star’

15. How fast can academia catch
up to these necessary
distinctions that have been
identified by practitioners?
If service design splinters into
such factions, does it still even
exist as a general discipline?
15
Trends in service design
5. Specialist roles
in service design
‘Service Design Skills
Star’

16. How fast can academia catch
up to these necessary
distinctions that have been
identified by practitioners?
If service design splinters into
such factions, does it still even
exist as a general discipline?
16
Trends in service design
5. Specialist roles
in service design
‘Service Design Skills
Star’

17. 17
Thank you.
Jesse Grimes
jesse@kolmiot.com
kolmiot.com
kolmiot
kolmiot
company/kolmiot-service-design