World of SDNWorld of SDN
State of SDN
Chapter Award Ceremony
Redesigning Ireland through Service Design - past, present and future
Professor Alex MiltonNational College of Art and Design Head of School of Design
Professor Alex Milton is an academic leader, designer, researcher and author who has promoted an interdisciplinary approach to the creative arts and industries. He has worked and taught across a range of design disciplines over the past 20 years. He is the Head of School of Design at the National College of Art and Design, Dublin (NCAD), having returned to the institution after undertaking a sabbatical in which as the Programme Director of Irish Design 2015 (ID2015), he successfully devised and delivered a government-backed programme that exceeded all targets and established a platform for the continued development of design in Ireland. He has published a number of books, the most recent being 'Irish Design 2015 - Making Design Matter' was published in December 2016.
Distributed Service Design for Agile Delivery
Paul HarrisonWipro Digital Service Design Lead and UX Architect
Paul Harrison is a Service Design Lead and UX Architect at Wipro Digital, where he applies a human-centred design lens to large scale enterprise transformation projects. With over 20 years of experience in commercial and enterprise design, Paul takes initiatives from insights through to implementation, collaborating closely with development teams to get complex services delivered. Prior to Wipro Digital, Paul held senior roles with Arekibo and Ericsson. He holds a Master’s in software engineering.
Cultivating Service Designers
Dr Fred CreedonCork Institute of Technology Lecturer
Dr Fred Creedon is a lecturer at Cork Institute of Technology where his core interests have been Systems Thinking, Design Thinking and Service Design. Fred has extensive industry and academic experience in these areas, having worked as System Analyst and Software Developer. Fred completed his PhD in 2015 which employed a Design Science research approach to design an electronic patient vital sign chart.
What's the story? Reflection on Service Design in Ireland
Susan ButlerBNP Paribas Securities Services Co-creation activities Lead
Susan Butler currently leads co-creation activities within BNP Paribas Securities Services, where she focuses on ensuring innovation projects deliver impact and value for clients. Prior to joining BNP Paribas, Susan was part of the Innovation Design team in Citi’s Innovation Lab Dublin, where she was design lead on a large disruptive technology initiative, as well as driving fostering innovation and design sprint activities. She has also worked on a number of large-scale service design projects in the public sector including being a part of the core team within The Australian Centre for Social Innovation who launched the award-winning start-up Family by Family, and a team leader with the Designing Dublin initiative run in partnership with Dublin City Council.
Leading a Cultural Rebellion; it’s not as hard as you think
Julianne CoughlanService rePublic Service Design Lead
Julianne Coughlan has been working in Cork County Council for 14 years. She holds an MSc in Landscape Ecology from University College Cork and a Diploma in the Management of Modern Public Service Delivery from UCD. Over the last eight years, she has worked in the areas of business process improvement and service reviews for Cork County Council and has delivered a number of key digital transformation projects including the implementation of the Council’s customer experience platform www.yourcouncil.ie. Julianne leads the Service rePublic unit in Cork County Council where service design, customer service and digital transformation are coming together to change how services are designed with and delivered to citizens and to improve service delivery outcomes for everyone.