- Pitch your session and inspire others during your 60 min session.
- More than 30 slots for open sessions facilitated by the participants.
- Learn from fellow experts by doing, not talking.
We are preparing a curated track with open sessions proposed by our sponsors and partners:
Service innovation Labs, Adobe, BCG Digital Ventures, aperto, Designit, Futurice, More than Metrics, Volkswagen and INNOQ.
More sessions still to come.
Create B2B Persona Networks to Empathize with Companies
Designing B2B - services is complex. You have to empathize with a whole company and different user groups inside the company as administrators and decision makers, which interrelate in their roles and needs. To tackle this challenge we will introduce you to the Persona Network, which we have developed at Service Innovation Labs. We will guide you through five steps by means of a mobility case study. In the end you will have a framework of different B2B persona types, which can support you to define the benefits of your service for the users.
#B2BPersonas #TackleComplexity #HandsOn
Don't let your Service be speechless!
Are you a UX/UI or Service designer who’s wondering how to survive in a world where voice assistants like Alexa and Siri are becoming embedded in everyday human interactions? If Voice really is the next big thing, what does this mean for the established methods and tools we’re using to design meaningful, screen-based experiences and services? And can we apply what we know about graphical user interfaces (GUIs) to the restricted world of voice user interfaces (VUIs)?
#voicefirst #vui #vux
Let's get rid of this awkwardness
In these days co-creation sessions are filling up our days and calendars. What does this actually mean? This means that we all end up spending a lot of time with people we don't know or who we don't usually work with trying to come up with shared goals and results . And, as we all esperienced at least once: 'a bad start can often lead to bad results', the perfect way to avoid is to transform ‘awkward starts’ into ‘great starts’. In this workshop we will do a dive-through our collection of warm up methods and share the most effective ones with the participants. Let’s get a rid of the awkwardness together in the Designit's style.
#ohbabyIlikeitwarm # workshop #warmups #creativenergy
Beyond Delight. Design Entrepreneurship &Total Value Design
Building businesses requires new skills from designers. A pure user-centric view is not enough to deliver impact or comprehensive value. We share an open view on how designers can lead startup teams at BCGDV.
#designersbuildingbusinesses #totalvaluedesign #entrepreneurship
Sonja Heinen from INNOQ
Designer x IT Consultant
Let’s have a fireside chat – probably without the fireplace – about unforeseen career paths.
In this session you’ll hear the story of a young Art Director who ended up working as an IT Consultant. Along the way, we’ll touch on difficulties of designer-developer interaction, and how to overcome these. Last but not least you’ll take home a bunch of resources, which might take you down the rabbit hole of software development.
…bring along some questions!
#design #development #worklifebalance
The shift of Service Design from an analogue to a digital workflow
How will digital environments shape collaboration formats in Service Design? In comparison to our mainly digital desk work, design sprints and workshops are still surprisingly analog experiences. We, the Business Innovation Studio by Volkswagen Group Services, will share our experiences working with a virtual collaboration platform that is integrated in an advanced hardware environment. In 2 interactive sessions on Friday and Saturday we will explore opportunities of digitalization to collaborate more efficiently.
#futureofcollaboration #digitalspace #designsprints
Making journey maps relevant to different stakeholders
In this interactive workshop, you'll learn how to make journey maps relevant for different audience with different interests. Journey maps should serve as living boundary objects connecting people with diverse backgrounds. In a co-creative session, you'll share and learn various data visualised in journey maps making them relevant to different parts of an organisation and, thereby, having a sustainable impact on an organisation.
#journeymap #livingboundaryobject #impact
Open Sessions Proposals
Every participant can pitch. Even at the day of the event.
This is a small list of sessions that have been pitched so far.
Way more to come, including yours.
Should we care about gender?
We will analyze through case studies how our knowledge about gender has a repercussion in what we design. After a short explanation about gender-sensitive and feminist practices, we will dive into speculative design with the following question in mind: What would have happened if we go again through the case study but now with gender lens? How would we hack the design methods to include everyone in the equation?
Collaborating and embedding design across an organisation
Working with an Australian financial institution I've been working to set up the strategy of how we embed design insights and design ways of working in how we work across our ecosystem.
It’s a constant process of testing and learning. I will share what we have learnt so far, how we are doing it, what has worked and what hasn’t worked and what we think the next steps are.
There will also be an opportunity for the audience to share their own experiences on the topic on what has worked and not worked in creating a human-centred design culture with non-designers across big institutions.
#designculture #organisationalchange #humancentredesign
A playful approach to creating future scenarios
This workshop works towards activating the existing knowledge of participants about the world around them with a view towards using this knowledge in proposing and creating future scenarios.
Participants will become familiarised with a playful approach in moving from interpreting the present into projecting future (desired) scenarios.
#playful #future-scenarios #co-creative
The Emotion Map
How brand positioning and service experience can be combined with the help of the Limbic Map.
The Limbic Map is a kind of emotion map. Here brands and their competitors can be located relatively easily and future strategies can be worked out.
This emotional map was set to music together with brand sound designers. With the help of various pieces of music, the participants first gain intuitive access to the thought model. For example, they hear how "risk" or "security" sounds on a musical level.
On the basis of this acoustic model, prominent brand examples can be used to quickly explain how the model is used in the branding process. After this sound performance, we try to use the Limbic Map in small teams as a source of ideas for a distinctive Service Experience
#emotions #listentothebrand #feeltheservice
Listen Like a Poet
I train poets to help people in hospitals. Sure, chemotherapy saves lives, but these poems rock people's worlds. It's because my poets are world class listeners.
#listening #poetsinresidence #powerofmoments
Who needs to fall in love with your service? How service designers can be part of the implementation journey
What happens to our fancy service prototypes? Too often great service concepts will not be implemented. As service designers we therefore need to understand how the service fits into the overall business strategy, who in the organisation needs to fall in love with it and what is the right seduction strategy. In this workshop we will help you apply this to the services you are working on.
#implementation #powerplay #doingnottalking
Designing a service for senior citizens
Societies in big cities tend to be fast-moving, i.e globalization, a higher standard of living, low birth rates, with the result that more and more seniors are at risk of becoming lonely. On the one hand, many seniors do not want to become a burden to their families and seek an independent life. Some of them network with others in community centres. So to enhance more networking between seniors, I will present how I co-create the main touchpoint - the past People's Association activity website using design methods.
#empathy #co-creation #uxforseniors
Creative Leadership in Service Design
How do we lead purpose-driven service designers in a quickly emerging field? What do service designers expect from their creative leadership team? After a short input the workshop will explore both perspectives in a hands-on workshop.
#leadership #teams #personalgrowth
Can we fight mind shortcuts in design process using other mind shortcuts?
We are all biased even though we tend to think we are less affected by that than other people. Biases are a common effect of what we call mind shortcuts, or cognitive heuristics. Although those mind shortcuts can be harmful for design processes, they are frequently used as a great tool for designing customer experience and behavior. How about checking if the same or other mind shortcuts can fight the biases we all experience in our projects? Join our mini workshop and help us find out.
#biasesindesign #behavioralinsights #betterdesign
15 characteristics of good services
What makes a good service? Initiated by the UK Government’s Director of Design Lou Downe, the user-centred design community spent the last months defining 15 characteristics of services that work well for their users. In this workshop, we will discuss, review and test these attributes with the services you are working on.
#servicedesign #servicequality #delightandvalue
Storyboard Service Pitch
Being visual is a fundamental part of Design Thinking. Especially services and business ideas are mostly intangible. Therefore there is aneed for additional tools to communicate the value of solution and ideas. The Storyboard Service Pitch enables better communication between stakeholders, boost presentations, brainstorming sessions and help on consolidating and presenting. In this workshop session, Mauro Rego will introduce you how to apply the Storyboard Service Pitch canvas as a tool to support fast ideation, consolidation and visualization of intangible solution ideas.
#beingvisual #tools #storyboard
Trans-continental Partnerships in Service Design Practice
Have you tried to partner with your competition? We did. Though it seems counter-intuitive to do this - Palmu from Finland, and Ideactio from Singapore had an amazingly fruitful and fulfilling journey while working on projects in Singapore, China, India, Japan, Vietnam and Hong Kong with private and public sector clients.
Reima and Nav, who led the collaboration from respective sides, will share their experiences and perspective they gained, and how it has shaped their professional and personal lives and worldview, and how it led to a blog and a book in the offing.
Applying Behavioral Insights to Service Design
50% of companies are already using behavioral insights to improve the user experience. 5 out of 10 of companies don't see value in using behavioral insights for improving the user experience. (The numbers are made up), but framing used here is one example of an behavioral insight that will influence a user's perception and experience. Learn some basic behavioral insights and how to apply them in this session.
#nudging #behavioralsciences #psychology
Time machine to a future organisation - and your next job
How the world is changing is reflected in the shape of the organisations we work in - as well as in our job titles. Let’s take a time travel to near future and imagine how successful service organisations will look like, what are the new positions and skills needed, and who are the most sought after professionals? As ecosystems and platforms challenge our traditional concept of company and AI becomes our new colleague, it’s still eventually up to us what kind of future workplaces we will create for ourselves. So let’s start today.
#organisationaldesign #futureskills #ageofartificialintelligence
Radical creative (thinking) and doing
This training is meant for anyone who feels they could be more creative. This an exciting and unconventional training where you will learn how to break patterns and habits you didn’t even knew you had. You will learn how to surprise yourself and others, and unleash your creative mind.
#creative #patternsrecognition #experiment
Design with introversion
We engage, we collaborate, we interact, we warm-up, we check-in, we debrief, we brainstorm, we challenge, we create experiences. And we do it with the user-centricity in mind.
But what if our users are introverts?
What if our client is extremely introverted?
What if the person we are interviewing for the project is an introvert, when you are clearly not?
And what if the researcher in your project is the introvert?
I will not tell you about the greatness of being a Design Researcher and an introvert. I will also not teach you how to react in case you might meet one one day. I will ask you questions. Introverts are not better or worse than extroverts. But in a domain that consists mostly of highly interactive and collaborative tools and methods, how do we cater for the differences of the people we design for and with?
#introvertlife #mindfulness #introvertdesign
How can we understand user better through non-verbal body-language cues
How can we understand user better through non-verbal body-language cues?
Understanding customers is at centre of designing better services. As service designers you might have used different techniques - ethnography inspired observations, in-depth interviews, etc. Have you tried to understand your users by deciphering non-verbal body language signals?
In this open session you will get to know basics of body language and a practical understanding about how to decipher these cues.
It will be a fun-session, where we will talk less and do more.
#Bodylanguage #service #customers