About Jaclyn Ap

Jaclyn Ap
Sydney | Australia

SDGC18 Speaker

Jaclyn's talk at SDGC18: 7 Steps To Earn The Right To Design And Deliver

Jaclyn has worked on and lead design thinking and digital transformation projects for Australian companies including Westpac Bank, Optus, and Gumtree. She has helped them better understand their customers, build a customer first culture and champion stories that spark change. Jaclyn currently works with architects, engineers, project managers to ensure service design is implemented effectively at Sydney Metro - a multibillion-dollar public transport organisation that is tasked to build a new mass transit train network throughout Sydney.

Jaclyn Ap
Service Design Lead at Sydney Metro

Jaclyn’s interest in Service Design

Technical skills in service design are not enough to influence change in large organisations. When designing to deliver, many organisations are only just beginning to realise the value of Service Design to their bottom lines, yet many delivery and technical teams still don’t understand why it is needed or how to apply it. From my experience working to embed service design in large Australian organisations, I have observed that those in house need to use relationship management and visual communication skills to deliver their work. In this talk I will outline 7 key concepts currently being used to embed service design that you can apply immediately.


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