About Victor Udoewa
SDN Accredited Service Design Master
Hello, I'm the Chief Experience Officer and Service Design Lead in the NASA Small Business Innovation Research and Small Business Technology Transfer (SBIR/STTR) Programs. Prior to NASA, I served as the Director of Strategy at 18F, a civic consultancy for the federal government inside the federal government. I helped to start the education business unit, develop a line of educational products and services, direct strategy, manage the group of digital strategists and the digital strategy practice, and serve as a designer and strategist on partner projects. Previously, as a Global Education Instructional Designer and Training Development Specialist at Google, I had the wonderful opportunity to design learning experiences and learning software for people in low-to-middle-income countries around the world. The education could range from experiences covering how to develop web applications and how to use the internet to improve teaching and learning, to experiences exploring how to use internet technologies in post-disaster emergency response situations as well as global digital literacy. As a part of that work, I also advised Google in global energy and access work.
In addition to SDN, I'm also an active member in the Service Design College (they produce the Service Design Days) and I co-facilitate a community of practice of 200 service designers in the government at all levels (municipal/city/town, country, state/province/territory, national/federal).
To me, service design means...
Researching, ideating, designing, prototyping, measuring, and iterating on both a service and the mechanics behind the service (organizational structure, business models, communications, processes, policy, props, technology, etc.) to improve both the customer experience and the employee experience across multiple touch points and interactions, both digital and non-digital, online and offline.