As a Manager in Service Design, Natalie guides teams through design research, synthesis, strategy, creative concepts, prototyping, and product testing. She is the lead designer on Commercial onboarding at Capital One meaning that she oversees all design work associated with streamlining the processes and products associated with bringing new clients into the Commercial Bank. She offers strategy on new ways of working to bring siloed teams together as well as improve the working culture within her day to day team. Natalie has also been heavily involved in training disciplines outside of design the benefits of building customer empathy through primary research and further how to use those insights to better develop services and products.

With her relentless pursuit to bridge the gap in between business and design, Kathleen is now working as a Design Strategist in one of the world’s oldest financial institutions in New York. Her day-to-day job includes connecting the dots among cross-functional teams, analyzing internal operations to support product lifecycle, defining design process and measurement, and educating fellow designers on new design trends. She also leads user research efforts and organizational ecosystem initiatives. In addition to her day job and her evening job (i.e. organizing Service Design meetups in the city), she mentors Design for America students and help them apply design to make social impacts in the local community.

Antonio practices design combining professional and academic roles. He is associate professor of industrial design and design thinking at Beijing Institute of Technology and co-leader of the Service Design professional trainings at Central Saint Martins, London. Through Studio Wé, the New York and Montreal based studio he founded in 2014 with Antonio Starnino, is active as service design consultant in the private and public sector, helping teams in both corporations and startup to redesign their work environments through co-creation of work processes and spaces. Through his engagements across industry and academia, Antonio is often involved in professional training and “socialising” service design within new professional communities of practice, this bring him and Studio Wé to constantly create tailored methodologies and programs to equip clients with service design systems and produce research on the Future of Work and how service design is evolving within organizations.

Francesco is a Senior Manager at Capital One, with focus on Experience and Service Design for B2B solutions. He lived and worked across Europe, Asia and the US, and throughout his career he has led design efforts both in agencies and in-house. During his time at frog as an Associate Director, he consulted for multiple clients in the fields of finance, healthcare and education (among others) and contributed to establishing a formal Service Design practice in North America. In his day to day work, Francesco uncovers users needs through generative research, articulates and visualises complex service experiences and process maps, prototypes product features using iterative techniques and facilitates the implementation of Service Design tools across multidisciplinary teams. Francesco is also a Service Design mentor and lecturer, coaching students and young professionals in academia and workplace programs.

David is a Service Designer with deep roots in the hospitality industry, using his skills in collaboration and engaging storytelling to consistently create meaningful solutions. He has worked in agency and in-house settings, spanning the industries of banking, food service, and the public sector. A natural mentor and coach, David regularly seeks opportunities to share his knowledge with others in both design and non-design disciplines.