SDGC 2018 have shared the presentations, videos and photo gallery from Dublin. This is Matt + Margaret's highlights slides, along with notes from their session held with SDN New Zealand in November:

• Service Design is less obvious – less about the shiny things and more about the glue that keeps it all together
  
• We have good tools for storytelling (e.g. blueprints, mapping), but need to make sure they don’t become a distraction – they need to be something that can be implemented
  
• Uscreates do “live” service design on their BBC Radio show - recently focusing on bullying in schools and parents being left behind by technology
• Used to articulate all the hidden steps in the process
  
• Key sponsor was Cork County Council - they used design thinking to understand their staff perceptions of how the community (residents and business) viewed their work, as well as designing better services
  
• Staff valuing the service less than those using the service :) (see slides)
• Every service you are designing is using other people’s data – how do you design for that data? E.g. do we need to get this data? What are we going to do with it?
  
• Challenge the notion that more data is better
• Like that challenged me to think about the tech side of things – not just the “people” side
  
• What’s the big expensive things we’re doing that we don’t understand? :)
  
• Some snippets from Lorna Ross of Fjord’s opening address:
• Digital transformation needs humanising “technology changes fast, people do not”
• We spend more time understanding the future of tech than the future of people [Ben’s note: totally agree!]
  
• Civilising innovation – current focus is on teaching humans to understand technology, however the future is to teach technology to understand us
  
• The robots are already here! Our challenge as designers is to find opportunities for how we can better collaborate with robots
  
• “Cobots concept” = supporting humans, not replacing them
  
• “The Pinball Game” = good non-threatening way to do “lessons learnt”