Service Design 2012 Presentations

Episodes

1. 10

   Why I hire poets (10-minute talk)

   My three Associates at Pure and Applied are each poets working now on Service Design and User Experience. Fiona Wright – poetry editor at Giramondo and on Heat magazine… And poet too. Miriam Chatt – installation artist and poet. Andy Quan – poet (and NGO policy wonk). Why do I hire poets?… Watch…

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   Jun 11, 2012

   18m
2. 9

   Blended design teams: from clients and consultants to co-workers

   Our presentation tells the story of a blended design team comprising a National Australia Bank (NAB) internal design team, product team, architects and more, working with an external consultancy, Deloitte; brought together to evaluate the customer experience of the new NAB retail stores.

   Jun 11, 2012

   40m
3. 8

   Harnessing the creativity of the uncreative! (10-minute talk)

   I have always believed that we are born with nothing but creativity in our blood. It’s unfortunate that most humans have this pure gift squeezed out of them as they progress through the journey that is life. I’ve been exploring techniques to help even the most uncreative become creative.

   Jun 11, 2012

   13m
4. 7

   Building a community of practice on service design (10-minute talk)

   We have often turned to overseas case studies and examples, forgetting to learn from what we have here. The Service Design Network in Melbourne is collecting tangible demonstration of knowledge, expertise and experience from local experts and practitioners in Australia and NZ. Please share your...

   Jun 11, 2012

   10m
5. 6

   Transcending transactional spaces: Incorporating memorable experiences into design

   Consumers are people. People who are emotional. They seek experiences that leave them with pleasant memories. Services are exactly the kinds of human-centered activities in which design thinking can make a decisive difference. Memorable experiences are difficult to replicate by competitors and,...

   May 22, 2012

   39m
6. 5

   Public sector design: Driving internal and external change one step at a time

   In this presentation, Mel Edwards and Justin Barrie from DMA use examples of public sector service design to highlight how Service Designers are making a difference at the different levels and scales of complex organisational change processes - sometimes at a significant distance from what we’d...

   May 22, 2012

   52m
7. 4

   How to transform vision into value

   This presentation shines the light on what's missing in turning A customer experience vision into tangible business value. How do you use all that is good and useful from typical customer experience approaches? How do you add commercial rigour and the hard core analytics in a way that one...

   May 16, 2012

   49m
8. 3

   Communicating, prototyping and adopting ReachOut.com’s future service strategy

   In this presentation we describe the activities and tools used to communicate, prototype and enable the adoption of the future service strategy for the Inspire Foundation’s flagship service, ReachOut.com.

   Oct 18, 2009

   36m
9. 2

   How to teach yourself service design: Three years of lessons learnt

   In this presentation, Optimal Usability co-founder Trent Mankelow will share their experience learning what service design was and how it applied to what they did, via a three year learning journey. He’ll share lessons, mistakes and give you some ideas that you can try.

   Oct 18, 2009

   40m
10. 1

    The value of consciously designed services

    We can get caught up in researching, designing and launching services, and totally forget the impact the conscious design of services is having on real people. Let this cease!Using stories from Australia and around the world, this talk provides tangible examples of the impact service design is...

    Oct 18, 2009

    47m