Programme

21-22 November 2017 at 15Hatfields

The second Service Design in Business programme featured more than 20 sessions.

The Service Design in Business programme is also available as an A4 PDF here.

Day One - Tuesday 21st November

8:15

conference registration

9:15

Welcome to Service Design in Business

Room

Earth

9:30

 Keynote

The architecture of talent - how organisations transform

60 minutes

Alberta Soranzo

Lloyds Banking Group

10:30

tea/coffee break

Room

Earth

Water

11:00

 Case Study

Nice landing, wrong airport: lessons learnt the hard way in co-creation

45 minutes

Philippe Martens

Antwerp Management School

Remco Lenstra

Antwerp Management School

switchover

11:50

 Case Study

Amplifying design through connection, reasoning and manipulation

45 minutes

Jason Mesut

Resonant Design and Innovation

 Case Study

From problem solving to piloting at Decathlon in 5 days

45 minutes

Phillippa Rose

Current Works Ltd

Lara Salinas

University of the Arts, London

Francisco Jiminez

Decathlon Lakeside

12:35

lunch break

13:30

 Case Study

The mirror and the window: applying design thinking to the employee experience

60 minutes

Adam Parker

MIG Global

Nicci Videtta

Cambridge Consultants

14:30

tea/coffee break

15:00

 Case Study

How to conquer a document mountain

60 minutes

Nik Lazell

cxpartners

Rob Brewer

Zurich

Stu Charlton

cxpartners

16:00

lightning talk switchover

Room

Earth

16:05

 Lightning Talks

Lightning Talks

10 minutes each

Join Crystal Campbell and Jean Mutton for our Lightning Talks session. Delivered rapid-fire, with or without slides, lightning talks give you lots of quick insights to top off the day.

16:35

Social Evening at 15hatfields

Day Two - Wednesday 22nd November

9:00

conference registration

Room

Earth

9:45

 Keynote

Scaling the design of good services

45 minutes

Kate Tarling

Fly UX

10:30

tea/coffee break

Room

Earth

Water

Air

11:00

switchover

switchover

 Workshop

World of systems workshop

90 minutes

Mike Laurie

Independent

Ross Breadmore

Lloyds Bank

11:50

 Case Study

Connecting “outside in” with “inside out”

45 minutes

Angela Mancini

LIVEWORK

Ben Reason

LIVEWORK

12:35

lunch break

13:30

 Case Study

Converting an organisation of experts to customer-centred design

60 minutes

Samar Héchaimé

Tata Consultancy Services

 Workshop

Service Design. Where does it all go wrong

60 minutes

Sarah Buxton

THE OBSERVER EFFECT

14:30

tea/coffee break

15:00

 Tutorial

How to sabotage an organisation

60 minutes

Michele Ide-Smith

European Bioinformatics Institute

Francis Rowland

Sigma Consulting

Room

Earth

16:00

Conference Close - 15 minutes

Case Study/Experience Report

A presentation and discussion of real-life (not theoretical) experiences of the application (or mis-application) of service design techniques. Case studies and experience reports include some discussion of lessons learned and an indication of how novel the work is.

Hands-On

Participants learn a new approach, tool or technology through using it to solve one or more practical exercises. Any software/hardware requirements are disclosed in the session description.

Tutorial

A session focused around some specific tool, technique or issue. Primarily led by the speaker, tutorials usually include some elements of interactivity or individual / group exercise.

Workshop

An in-depth working session on a specific topic. May include paper presentations.

Lightning Talks

Short talks (max 10 minutes) on almost any topic.

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