Here are my 5 highlights and take-aways

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connecting the dots

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Day 1 focused on clients. The goal was to use the
chance to hear about clients’ experiences with
Service Design and how it makes a difference.
Day 2 was composed for anyone interested in
Service Design. There was a deeper
investigation into methods and case studies
through lectures and workshops.

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5HIGHLIGHTS

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the snook ‘myPolice’
keynote end of day 2
1

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the palmu and fonecta
presentation about
customer value2

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design continuum
presentation with key
lessons from the cloud3

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1. Rethink the role of staff
2. Use technology in the right way
3. Deliver a consistent experience
4. Keep learning from customers
5. Refocus the organisation to deliver
what’s right

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orange presentation
on internal service
design teams5

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1. It’s important not to be overwhelming
2. Advocating through results is worth a
1000 design talks
3. Build up gradually the breadth and
depth of design involvement

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meeting virtual
friends who are facing
the same issues5

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5TAKE-AWAYS

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nobody has cracked
the code in easily
selling service design1

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despite that, CEX
keen area of interest
for consultants, brand
and ux firms
2

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importance of
connecting to the
overall change process3

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majority of projects
are still humble in
their objectives4

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there isn’t the
expertise gap I thought
there might be5

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24. Q&A with
Service Design
Rockstar

25. Fran Samalionis