SDN is hosting a range of different pre-conference side events on October 9, 2019. Each event is dedicated to a particular audience, providing unique and tailored content in a specially geared format and chosen location. All mentioned events are additional to the regular SDGC program and therefore only open to a limited number of attendees. Seperate tickets for these events will be for sale soon. So be sure to make the most out of your SDGC experience and select your preferred SDGC side event soon!

SDN Members Event - SOLD OUT

Exclusive SDN Members Event – October 9, 2019 - SOLD OUT

The Rotman School of Management, Desautels Hall

Are you an SDN Member and already registered for this year’s conference? Then you can also join the exclusive SDN Members Day on October 9, 2019 at the stunning Desautels Hall at Rotman School of Management.

If you’ve not been to this event before, it’s a special mini-conference just for our members. Together we’ll be reflecting back a little but more importantly, and with your help, looking forward into the future of services and service design. With exclusive speakers and content, alongside lots of opportunities to catch up and network including the Members Reception rounding off what will be a day to remember. Find the agenda here.

Important: This pre-event is already SOLD OUT, however we offer a wide range of side events especially designed for different audiences. Please find more information on this webpage.

Please note that the event is specifically created for SDN Members who are also attending the main conference; the sign-in option was included when you originally bought your ticket to the conference. Due to the popularity of this edition, registered attendees should consider arriving to the venue early in order to get a preferential seat.

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Panel: From Awareness to Action on October 8, 2019

Panel by Bridgeable - October 8, 2019 - SOLD OUT

From Awareness to Action: Working at the Intersection of Climate Action and Service Design

Where: : Bridgeable, 1179 King St W Suite 101, Toronto, ONM6K3C5
Date and time: October 8, 2019, 5-7:30 pm
Ticket price: SOLD OUT

Experts in climate action, sustainability, and design for the circular economy discuss their work through the lens of service design.
 

What to expect:

This panel discussion will provide a platform for different perspectives and approaches to reducing climate warming and creating positive climate impact for sustaining life on earth. There are many adjacent design approaches to this work, including life-centred design, ecological design thinking, regenerative design, and others. The panel discussion will be relevant to service design practitioners and anyone working in sectors that have implications for the climate, the environment, and social justice.

The panelists will discuss disciplines that incorporate or seek to incorporate service design in support of this endeavour, including strategic approaches and tactics for climate action and design for the circular economy and sustainability—all through the lens of service design capabilities.

The panel will be followed by a Q&A so that audience members and facilitators can collectively make sense of the discussion and address questions about the impact of service design work in this space.

 

Key Takeaways:

    • Contextual overview of seminal climate research and findings, the response by government and industry, resulting consumer choices, and current effects on the environment
    • An overview of the global community of practice and an understanding of key concepts
    • Exploration of the different and unique approaches each panelist brings to this space, their convergences and divergences
    • New mindsets for starting conversations that can help service designers move forward from a place of fear or passive awareness toward action

 

Panelists:

Aran Baker is a design strategist from the San Francisco Bay Area and the founder of Cohere Design Lab, a social impact design consultancy working at the intersection of climate change, equity, and health.

Emily Wright is a Seattle-based climate resilience designer and co-founder of Culture SHIFT. She collaborates with communities to build climate resilience through justice- and healing-centred processes.

Rachel Hollowgrass is a user experience researcher who designs and develops tools for climate research at the Lawrence Berkeley National Laboratory as well as information systems at the University of California, Berkeley.

Jesse Grimes is a senior-level independent service designer (kolmiot.com) in Amsterdam, Senior Vice President of the SDN, and Editor-in-Chief of the SDN journal Touchpoint. He will be teaching the SDN Academy master class Service Design for the Circular Economy at this year's Service Design Global Conference.

Mark Singh is a program manager for the City of Toronto's environment and energy division and serves as a senior member of the Live Green Toronto team, with a special focus on strategic direction, program review, and efficiency.

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Service Design Tour

Service Design Tour - October 9, 2019 - SOLD OUT

Where: Meeting in front of Rooster Coffee House, 343 King St E, Toronto, ONM5A1L1
Date and time: October 9, 2019, 8:30 am-6 pm
Ticket price: 50 Canadian Dollars

 

On October 9, 2019 the Service Design Network will be visiting some of Toronto's leading service design studios (Scotiabank Digital Factory, Pivot Design Group, Fjord and Bridgeable). They are opening their doors for you, and will give you an intimate peek behind the curtain, sharing knowledge, methodologies and cases. 

 

Please note that the Service Design Tour by now is sold out!

 

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Service Design Network Academy Side Events

Masterclass by Fjord - October 9, 2019

Designed Intelligence - SOLD OUT

Where: Fjord, 40 King St W 30th floor, Toronto, ONM5H4A9
Date and time: October 9, 2019, 9 am-12 pm
Ticket price: SOLD OUT

 

Artificial intelligence is more than just a technology. Beyond the algorithms AI drives services that are rapidly changing our work and personal lives. This workshop introduces AI concepts and explores Human/AI collaboration. We will introduce the audience to a range of design considerations that can increase the adoption and resilience of AI powered services. The material is delivered through a series of practical activities and micro lectures.

Workshop facilitator:

Anna Skrypnychenko (Service and System Designer) and Connor Upton (Group Design Director)

 

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Masterclass by Bridgeable - October 9, 2019

From Strategic Foresight to Strategic Preparedness: Applying Service Design to Future Scenarios in Healthcare

Where: : Bridgeable, 1179 King St W Suite 101, Toronto, ONM6K3C5
Date and time: October 9, 2019, 1-5 pm
Ticket price: 350 Canadian Dollars

 

Strategic foresight is a planning-oriented discipline that studies the future—rethinking what is possible, designing and influencing possible outcomes. As a discipline, strategic foresight reimagines how the world might evolve, but the objective isn’t to predict the future. Rather, strategic foresight yields provocative scenarios that can unlock strategic thinking and innovation. But organizations often struggle with how to translate possible futures into relevant implications, solutions, and actions. Leveraging service design methods tools can help organizations to make sense of these scenarios, identify what aspects are most relevant to them and their stakeholders, build concepts, and devise strategic actions that will set them up for success. In sectors navigating rapid transformation, such as the healthcare arena, strategic foresight and service design represent a powerful combination. 

 

What to expect?

Participants will experience a hands-on approach to applying service design to future scenarios developed through a foresight approach. Using service design tools and methods, we will examine how co-creation and prototyping can be effectively used to design tangible solutions for healthcare system stakeholders

 

Workshop facilitators:

The masterclass is a collaborative effort designed and facilitated by Bridgeable’s Jane Park (Manager, Design Strategy) and Danielle Sheahan (Senior Service Designer). 

 

Buy your ticket here!

Please note: This is a a limited seating Masterclass, so early registration is strongly recommended (first come, first served policy). 

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Masterclass by Canadian Digital Service (CDS) - October 9, 2019

Service mapping: collaborating on end-to-end multi-channel journeys

Where: OCAD University, 205 Richmond St W 5th Floor Room 501, Toronto, ON M5V 1V3
Date and time: October 9, 2019, 9 am-12 pm
Ticket price: 350 Canadian Dollars

 

The Canadian Digital Service (CDS) will be taking participants through an immersive and interactive workshop which brings groups together to collaborate on building service maps. Participants will be given a list of design challenges that exist within the public sector. This workshop highlights service design as a team sport and showcases how the service map is a living document that is iterated on throughout the product delivery lifecycle. Service maps enable teams to see potential opportunities for change, mitigate risks, and strategically inform a product roadmap. CDS will also showcase a few examples of how service maps have been used on different product teams in government.

What to expect?

Participants will be working collaboratively in small groups to produce a service maps for prevalent design problems within government.

Key takeaways for participants:

  • A framework to help assess and map current states of a service and identify pain points and gaps within them.
  • Understanding where the risks and opportunities arise in services, and learn how to chart paths forward using service maps.
  • Gaining insight into service design challenges in government.

Join us for...

  • Participatory learning
  • Sketching — no drawing experience required.
  • Lots of post-its
  • Good food
  • Great networking

Workshop facilitators:

Brian Hendrick and Samantha Sadasivan, Service Designers at the Canadian Digital Service

Buy your ticket here!

Please note: This is a a limited seating Masterclass, so early registration is strongly recommended (first come, first served policy). 

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Masterclass by Jesse Grimes (Kolmiot) - October 9, 2019

Service Design for the Circular Economy

Where: Evergreen Brick Works, 550 Bayview Ave, Toronto, ONM4W3X8
Date and time: October 9, 2019, 9 am-1 pm
Ticket price: 350 Canadian Dollars

 

Learn how to adapt and apply service design tools and perspectives to the unique contexts of services designed for the circular economy in this SDN Academy Masterclass.

What to expect?

Faced with concerns about sustainability and waste, circular economy-based services are increasingly offering innovative alternatives to our traditional patterns of consumption. Designing them, however, presents some new challenges to service designers. Not only do their service lifecycles themselves look different, but the value exchanges which take place change over time as well. In this Masterclass aimed at both beginning and experienced service designers, you’ll prepare yourself to discover new opportunities in this exciting and ever-more-relevant niche of the economy.

What are the takeaways from the Masterclass?

This Masterclass will be a mix of theory, hands-on activities and case studies. Attendees will:

  • Learn the hallmarks of circular economy-based services
  • Learn and apply related innovation methods
  • Discover how to adapt and apply service design tools
  • Hear about case studies where service design has been successfully applied for the circular economy

 

This class is ideal for service designers, as well as other design and product management roles, working in organizations that plan to, or currently deliver, circular economy-based services.

Workshop facilitator:

Jesse Grimes is an independent service design practitioner and trainer, specializing in service design for innovation contexts. He is also an SDN Academy-accredited Master Trainer, co-founder and Head of Training of the SDN Academy, and Editor-in-Chief of the service design journal Touchpoint.

Buy your ticket here!

Please note: This is a a limited seating Masterclass, so early registration is strongly recommended (first come, first served policy). 

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Masterclass by Prof. Birgit Mager (SDN) - October 9, 2019

- SOLD OUT

Take Your Service Design Training to the Next Level!

Where: Evergreen Brick Works, 550 Bayview Ave, Toronto, ONM4W3X8
Date and time: October 9, 2019, 9 am-1 pm
Ticket price: FOR FREE 

 

How to scale your impact through SDN Trainer Accreditation and partnering with the SDN Academy.

What to expect?

You will get an overview on the different types of trainer accreditation offered by the SDN, the requirements, the process and the value of accreditation! You’ll hear about how accreditation has assisted other trainers in professionalizing their training offering and standing out in the market! You will find out how accreditation and the SDN Acadamy (SDNA) interconnect and how you can get involved as a partner of SDNA.

In this interactive session you will have the opportunity to ask questions and to engage in co-creation for additional value.

What are the takeaways from the Masterclass?

  • Profound understanding of the SDN’s accreditation initiative, the associated process, requirements and value it delivers
  • Clear understanding of the SDN Academy and the opportunities it offers to the SDN’s accredited trainer community
  • Personal development plan for next steps

Workshop facilitator:

Prof. Birgit Mager (President of the Service Design Network, Service Design Professor at KISD, Germany)

Please note that this Masterclass is by now sold out.

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Masterclass by livework - October 9, 2019

3 Best Practices to Merge Service Design and Behavioural Science

Where: Evergreen Brick Works, 550 Bayview Ave, Toronto, ONM4W3X8
Date and time: October 9, 2019, 9 am-1 pm
Ticket price: 350 Canadian Dollars

 

Would you like to design services that help customers make better decisions?

Have you heard  about nudging and want to understand more?

If you answered ‘YES’, then joining this Masterclass is perfect for you. During this half day event we will show you how behavioural economics and psychology can be applied in a service design context. 

Organisations are increasingly keen to influence customer behaviour. From energy companies that want people to switch to renewable energy sources, to healthcare organisations that seek to encourage healthier lifestyles. Next to these big behavioural change challenges, many service organisations struggle to optimise behaviour in complex ecosystems. In this Masterclass, we will teach you when and how to use behavioural interventions to help people make better decisions. 

 

What to expect?

  • An introduction to behavioural theories and how behavioural interventions can be applied to change behaviour
  • We will share best practices and use our client cases to illustrate the power of behavioural interventions in service design
  • We will take you through a practical step-by-step approach on how to understand and influence behaviour or your (clients) customers
  • We will work through examples and problems using the same tools we have used with clients including a major insurance company, national railway company and municipality

 

What are the takeaways from the Masterclass?

  • You will receive a bite-sized overview of the 20 best practice examples of behavioural interventions
  • Understand the value of behaviour interventions to organisations and the people they serve
  • We will bring you a good foundation to start exploring how you could apply behavioural interventions in your context

 

Workshop facilitators:

This masterclass is designed and facilitated by Liveworkers Erik Roscam Abbing (Innovation Director & Service Designer) & Anne van Lieren (Service and Behavioural Designer).

Buy your ticket here!

Please note: This is a a limited seating Masterclass, so early registration is strongly recommended (first come, first served policy). 

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Masterclass by more than metrics - October 9, 2019

Journey Map Ops

Where: tbc
Date and time: October 9, 2019, 8:30 am-1 pm
Ticket price: 350 Canadian Dollars

This packed hands-on masterclass focuses on three things:

1. Journey Map Operations: Organizations struggle with managing  multiple agile teams. Journey Map Ops is a system of journey maps and respective managers who are in charge of tracking projects impacting the CX can help you to identify overlaps and contradictions between projects. We will outline the system and give you hands-on tips how to set this up in your organization or in your client organizations.


2. Embedding and scaling service design: It's not easy to embed and scale service design in organizations. In this workshop, Marc will share 20 lessons learned on how to embed and scale it. You'll then work in small teams on different real-life cases crafting roadmaps how to bring service design in specific context.


3. Facilitation: Service design is a team sport and one key skill of use to have real impact on the experience of users/customers/employees/citizens is  how you'll facilitate. You need to take care of different people, build bridges between silos of an organization, while at the same time handling the design process, using tools and methods and leading the core design team. In this (very) interactive part, we share some hands-on facilitation tips and
tricks.


What to expect?


You'll experience a combination of presentation, hands-on work in small groups including debriefs with real cases, as well as discussions in small groups and plenary.


What are the takeaways from the Masterclass?

You'll walk away with a concept on how to use journey maps as a visual management tool for agile organizations that will help you to scale service
design and customer-centricity in your organization. You'll also get 20 lessons learned (also in a printed/digital format) of embedding and scaling service design in teams and organizations. Moreover, you'll experience some facilitation tips on how to use journey maps successfully in research workshops as well as a management tool.


For who is this masterclass?

Participants of this masterclass should have at least a mid-level experience in service design and a concrete interest in bringing and scaling customer-centric innovation in organizations. Your position could be something like being at least a senior designer/manager and above for (service) design, innovation, ux, HCD, and similar or work for an agency/consultancy that helps organizations on their journey to become more customer-centric.

Workshop facilitators:
 
Marc Stickdorn
Co-Author & Editor of 'This is Service Design Thinking and 'This is Service Design Doing'
Co-founder & CEO of More than Metrics


Buy your ticket here!


Please note: This is a a limited seating Masterclass, so early registration is strongly recommended (first come, first served policy). 

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Stories & Drinks Night

Stories & Drinks Night: Building Bridges - October 9, 2019

Where: AVIDA XLAB, 100 Lombard Street, Suite 105, Toronto, ON M5C 1M3, Canada
Date and time: October 9, 2019, 7-9 pm
Ticket price: FOR FREE

Join us for our first Stories & Drinks Night, where speakers share stories about the unexpected adventures in design -- without any type of audiovisual support!

Stories inspire us and fuel us. Storytelling is the common language of the human experience. As designers and those in design-adjacent fields, stories are the best ways to learn from one another. That's why we're excited to invite you to the first Stories & Drinks Night.

Our goal is to create a platform where people gather to break silos and make meaningful connections. Through stories, we hope you'll connect with like-minded people and perhaps share something with unusual suspects. Because that's where the best collaborations happen. The first story night coincides with the Service Design Global Conference 2019, to build bridges between local and international design communities.

Register here with the access code S&D


Please note: This is a a limited seating event, so early registration is strongly recommended (first come, first served policy). 

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