Day 1 / Thursday, November 2

Registration

Conference opening

Plenary hall

Service Design at scale

Morning Sessions

Scaling Service Design in government - A new approach to service design in large organisations

Opening Keynote | Plenary Hall
Louise Downe

Louise Downe

UK Government Head of Design

Like in many countries, the UK government is the nation’s oldest and largest service provider. Most people who work in government are involved, in some way, in delivering services. Everyone wants to help make the best service they can. But the very structure of government often works against them. Government is vast - and old. It is set up in siloes. It isn’t set up to deliver services. The challenge in government isn’t in convincing people of the value of service design. Or the value of building things for users. The challenge is linking people up so that they can work together and deliver joined-up end-to-end services that can be sustained over time. In this talk we’ll show how the approach of GDS and others to service design has changed over the past 5 years to tackle the next challenge for service design - scale and sustainability.

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Finding the future first – Frontiers of sofisticated service innovation

Keynote | Plenary Hall
Larry Keely

Larry Keely

Deloitte Consulting Managing Director

Larry Keeley will unveil the presentation content on-stage.

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Scaling SD object from touchpoints to ecosystems - a personal view

Keynote | Plenary Hall
Xènia Viladàs

Xènia Viladàs

SCAD Service Design Professor and Associate Chair

An observation of the change of scale in the design scene through 20+ years of bustling around it In the 20+ years I have been in the design industry, in different capacities, the changes in the sector have been dramatic both from a physical aspect, in size and scope of the work done, but also, and perhaps more importantly, from the point of view of the influence and the transcendence of design in society and in business. The scale of such changes in design are notable: From an educational point of view: an undeniable surge in the number of schools, leading to new business models rather than design principles From the practitioner point of view: an increase in the ranks of designers of all types, therefore, of competition, the subsequent transformation in the business of design, and a larger variety of projects and clientele From the client point of view: a better understanding of what design is and, consequently, more room for the role of design in the organization From the institutional point of view: a turnaround in the role of the design-related institutions The scale of change in Service Design in the way we understand it, how we apply it, and how we teach it, are even more fascinating: From Services to Service, and the far-reaching consequences of the Service Dominant Logic From a discrete approach (touchpoint to touchpoint), to one based on lifecycles and then on systems From a focus on tools, to a focus on strategy From a narrow specialization to a well-established discipline From limited projects to large-scale initiatives And what is the foreseeable scale of the changes to come in the near future: The challenge of the changes in the social and economic context The transformation of corporations and the role of SD is called to play in it The likely adoption of technology by Service Design, and its consequences As a conclusion, I also want to address the way in which educational institutions are facing these challenges and what is the scale of the changes they need to enforce to better assist the designers, the users and the corporations through this coming transition.

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How Service Design became a big thing in Finland

Presentation | Plenary Hall
Mikko Koivisto

Mikko Koivisto

Hellon Lead Service Designer and Customer Experience Director

In Finland service design is by all accounts huge. It is a widely spread competence area and its benefits are recognised widely across most industries. Virtually all major companies and organisations in public sector use service design, there are multiple study programs for service design available (even for school children), and academia does top-notch research in service design. Service design is even included in the government programme in Finland. How has all this been achieved in just ten years? Learn how service design was scaled up in Finland, what things have been done right and what things could have been done even better.

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Coffee break

All Area

Morning breakout sessions

Registrations for workshops are now open. SDGC ticket holders were notified by email. Limited number of spaces.

Lunch

Afternoon breakout sessions

Registrations for workshops are now open. SDGC ticket holders were notified by email. Limited number of spaces.

Coffee break

All area

Service Design Award ceremony

Plenary Hall

Designing at citizen scale

Afternoon sessions

Ireland's first Service Design centre | Building design capabilities across local government

Presentation | Plenary Hall
Sarah Drummond

Sarah Drummond

Snook Co-founder & Managing Director
Julianne Coughlan

Julianne Coughlan

Cork County Council Acting Senior Executive Officer
Karen Fitzgerald

Karen Fitzgerald

Cork County Council Service Designer

Over the past 7 years Snook have worked with public bodies and Governments to develop design capabilities, developing a blended strategy for building capabilities inside institutions. In 2017, Cork County Council launched Ireland's first Service Design Centre, 'Service rePublic', after a journey with Snook to develop design capabilities across the council and improve public services. Speaking at the launch, Mayor of the County of Cork, Cllr Séamus McGrath noted the opportunities available to the people of Cork county to be involved in driving innovation where they live. We will present alongside the team from Cork, this landmark project in Ireland, then reflect on the wider strategy for building capabilities from prior experience. We'll share success and failures with the audience.

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Citizen Engagement in policy design

Presentation | Plenary Hall
Sung Woo Kim

Sung Woo Kim

Department of Experience Design in The Graduate School of Techno Design at Kookmin University. Professor

This is a nation-wide government project to apply service design in various public policies and service. It's a yearly project driven by the Ministry of Interior in Korea since 2014 (so 4 years now). Every year quite a number of projects all over the country are selected (=funded) and carried out under this grand-project; for instance, in this year 50 selected projects are on-going now. As for me, I was one of the service designers of the selected projects in 2015. This year I work as an advisory committee member for the whole project. This project has received an iF award in 2016.

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Situating Service Design within systems: a homelessness example

Keynote | Plenary Hall
Cat Drew

Cat Drew

Uscreates Director

The UK is experiencing increased homelessness due to rising rental prices, welfare reform and a lack of social housing. Forthcoming legislation places greater responsibility on local areas to prevent homelessness. Informed by a Policy Lab project, the Government has provided £20m to 28 local areas to trial innovative approaches to prevent homelessness. Uscreates has been working with five local areas to create better ways to identify and intervene early with those at risk and prevent homelessness. This session will share our findings and focus on challenges of scaling design in homelessness at three different levels:

  • Individual: challenge of scaling a very human-centred and individualised intervention
  • Local area: challenge is less around designing a new service, but - in order to implement and scale - changing the mindsets and culture of staff into problem solvers that can continuously reflect and improve their service.
  • Country: challenge is to create an action learning set of transformative innovations that can lead to a new paradigm, and which requires wider systems permissions and conditions.
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Closing

Plenary Hall

SDGC Reception


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