15 November 2017
Companies are (finally) understanding that intangible customer experience is a competitive advantage in the marketplace. Service Design is a method for uncovering how organizations can synchronize internal processes, systems, people, data, and culture into the experience they want to deliver. Learn what service design is all about and how to leverage opportunity in this growing field.
In this session, Sara will take you through the fundamentals of Service Design, including a chance to workshop a service design blueprint, the gold standard for any SD project, and tips for introducing Service Design into your organization. You’ll walk away with an understanding of why Service Design is so critical and how to get started.
Our Presenter, Sara Mesing
Sara Mesing is passionate about advocating for the human beings who use the systems around them. She is an independent consultant, previously at XPLANE, a design consultancy in downtown Portland, Oregon. She focuses on pioneering an HCD approach at all levels of the organization. Prior to her current position, she worked in Service Design, User Acquisition Marketing and Event Management. Sara holds an MBA with a focus on Design Strategy from Case Western Reserve University. Outside of work, she likes to spend time in nature at the beach and the mountains.
Co-presenter, David Lemus
David is an independent design strategist helping organizations change the way they work by helping them incorporate the tools and mindsets of design thinking and service design to make better customer experiences. David most recently came from Capital One Labs where he worked on the Design Thinking and Strategy team to scale human-centered design across the 40,000 employees in the enterprise. David has given talks and workshops on design thinking and service design to employees across organizations such as Capital One, Microsoft, Cisco, Heath and Human Services (HHS), Kimberly-Clark and the Good Samaritan Society. David leads the Portland Community Design Thinkers meetup and is currently an adjunct professor at University of Portland’s Pamplin School of Business.