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Service Design Global Conference 2021: Your Place to Get Inspired
Did you hear that our annual global conference is taking place once again online (October 21-22, 2021) and will look to bring together a range of ideas, information and perspectives designed to ignite change? Considering all the important lessons we learned from the launch of our virtual event in 2020, expect 2021 to offer all those unique experiences and more!
In case you missed out on joining us in 2020 (and even if you did and need a refresher), we encourage you to check out our event recap here, which is sure to get you excited for what 2021 has in store.
Be sure to save the date for our event and stay tuned to our SDN Channels for news as it develops!
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Touchpoint – The Journal of Service Design
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Service Design and Systems Thinking
TOUCHPOINT VOL. 12 NO. 2
NEW RELEASE
There is a transition underway in service design that is challenging traditional ways of working. As the scope of service design projects continues to expand, service designers are increasingly confronted by the immense complexity of overlapping service systems. The articles in the new issue of Touchpoint offer powerful provocations and hopeful, practical examples on how to integrate systems thinking into service design.
Get your digital or printed copy of the newly published Touchpoint issue to access all the fascinating articles!
“We select the themes for each issue of Touchpoint by periodically taking the pulse of our community, and interest in this topic has always been high. So we are pleased to be able to bring you a collection of articles from not just established service designers, but also leaders in the fields of systems thinking and systemic design.” – Jesse Grimes, Editor-in-Chief of Touchpoint.
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Financial Inclusion to Launch at the SDN
The SDN is pleased to announce that May will kick off with the launch of financial inclusion within our Professional Membership profile framework. As an inclusive global organisation, we are committed to achieving a more diverse community of practitioners unconstrained by the potential financial barriers that may hinder them from accessing everything our network offers. Accordingly, we are instituting new pricing for our Professional Membership category that realigns our fixed membership rate of 180 Euros (per year) to a new framework that calculates your fee based on your geographical location.
Stay tuned to our channels as we gear up for next month's launch!
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Beyond the Blueprint: Methods for Service Design Implementation
Curious as to how do you bring service to life beyond the blueprint stage? Explore this article, written by Designer, Researcher, and SDN community member, Amanda Kennedy, to learn the methods of service design implementation based on her own experience working on a large-scale, complex service with many moving parts.
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Is Service Design the New Change Management?
In this article, written by Behavioral Change Designer Sara Coene from Change Designers, Sara guides you through the concept of how change introduced to users (customers or employees) is as important as the change (product, process, organization) itself, therefore it is crucial not only to design and implement the change or innovation properly but also to design and manage the experience around that change properly.
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Service Design Network Case Studies
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Service Redesign: Supporting GDPR Protocol While Boosting Caller Agent Confidence
British Standard Institution (BSI) is an organisation that produces technical standards on a wide range of products and services. Based on insight from the head of the organisation's Customer Relations Team, the institution became aware of the risk of their customers' information being breached. SDN Accredited Service Designer Daniel Tuitt was brought to help avert such threats by championing change at critical stages within the agent/caller calling process.
Read all the details regarding this game-changing project in the latest members-only case study now featured in the SDN Case Study Library.
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Service Design Network Academy
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What's next?
- “Morphology Tensions Models” on April 22, 2021, by Jules Prick and Boris Jockin from Koos Service Design. In this course, you will learn how to create a tension model from user insights, why the tension model is the ideal way to shape your need-based profiles and how you can quantify need-based profiles for better decision making.
- “Service Design Branding” on April 29, 2021, by Fiona Myles. What is a brand? How to define it, and why is branding important for Service Design? These questions and more will be covered in the course.
- “Strategic Design in Organisations” on May 4-5, 2021, by SDN Accredited Professional Carol Massá. This course will equip you with the vocabulary to start your own view about Service Design and Strategic Design Work.
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Service Design Network Accreditation
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We are pleased to welcome Erico Fileno as our first SDN Accredited Service Design Master in Brazil! Erico has been pioneering the service design field in Latin America for over 15 years. He created the first graduate program in Latin America about Interaction Design (2007), Human-Centered Design (2010) and Service Design (2015). He also founded the SDN Brazil Chapter in 2012. Currently, Erico is the lead of Visa Innovation Studio in Brazil.
"To me, service design means the basis for building 21st-century design with user research, business design and service innovation." - Erico Fileno
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Additionally, we are pleased to announce the renewal of Barbara Weber-Kainz status as an SDN Accredited Service Design Master, a title that she holds since 2017! Barbara is a consultant, trainer and coach. She propagated service design at numerous events, workshops, and lectures at universities and business schools in Germany and Austria. As the Managing Partner for C PLUS, she has leaded open and inhouse service design training courses and jam sessions for several companies (ÖBB, Stadtwerke Wien, Wiener Linien, Parlament, Verwaltungsakademie, Swarovsky, Rotes Kreuz).
"My philosophy as a trainer is to combine the method of service design with the approach of organizational development." - Barbara Weber-Kainz
*Find out more about our accreditation programme and consider applying today to join our leading group of experts!
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Service Design Network Chapter Events
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Fireside Chat: Explaining the Business Value of Service Design in Plain English
The SDN New York Chapter is thrilled to invite Service Design Show founder Marc Fonteijn to join our digital stage for a fireside chat answering your most burning questions about the business value of service design. He will be joining us during this bonus lunchtime edition for those EDT timezones, kicking off at noon EDT of SDN NYC monthly events! All time zones are welcome, and we look forward to seeing you online.
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SDN Ukrainian Chapter - Service Design Marathon 2021
Let me introduce you to Anna Haverinen. Next speaker of Service Design Marathon. Anna is a Design Anthropologist and Insight Strategist. For the past ten years, she has helped major brands, start-ups, teams, and individuals to understand their industry, customers, and end-users better. She will share her case on co-creation with users in the age of the pandemic. Which services are critical for students, and what sort of application do they need? Are their needs universal? Join us if you want to know the answers!
"I will demonstrate how I co-created an MVP for a digital service with students and staff of three Finnish educational organizations – during a worldwide pandemic. The project included an academic course that focused on teaching the students the basic skills of Design Anthropology and Digital Service Design. The pandemic caused several tweaks and modifications for the project since several stakeholders were not familiar (or engaged enough) with remote co-design tools nor processes." - Anna Haverinen.
Continue to discover the best service design cases worldwide by joining this event and securing your ticket today!
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