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Day 1 – Main Forum Agenda |
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09:00 am |
Welcoming Speech, Opening Remarks & Thank You Sponsor Speech by Conference Producer
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![Michael-Weeding-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Michael-Weeding-112x128.jpg) |
Conference Chairman:
Michael Weeding
Former Director, Digital, Design Innovation & Growth Transformation
AMP |
![AMP](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/AMP.png) |
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Harnessing The Power Of User-Centric Service Design |
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Beyond just another hype, service design has proven its capabilities to help organizations of all verticals to optimize the next generation customer experience through holistic services. Against today’s competitive landscape, it is more critical than ever for brand leaders to understand the value and benefits of service design, make the business case for design-centric service and obtain organization-wide buy-in.
The first day of the forum will kickstart with sessions diving deep into service design, exploring its effectiveness and nuances to help you move past embryonic understanding of service design and realize the real value of design-based service improvement. The subsequent sessions will dwell on the massive benefits of service design as well as strategic tools and technologies you can leverage on to turn design thinking into real business values. Case studies of local and global organizations in both the government and enterprise sectors who have successfully adopted service design will also be showcased and discussed in great details. These will inspire delegates to push past the status quo and envision future transformative service design roadmaps to reach new heights of customer experience.
Day one of the forum ends with an interactive master class to help delegates go from problem to prototype in 60 minutes – quickly, critically and iteratively. Not only does this provide a great learning and networking opportunity with other design professionals, delegates can expect to gain the expertise necessary to facilitate similar sessions for your teams and organizations. |
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09:15 am |
Visionary Keynote: Becoming Commercially Creative – How to Embed Service Sesign as a Core Capability with Your Organization Recognized for Delivering Positive Commercial Outcomes
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- Breaking down the barriers: Service Design is not an accessory but a core strategic asset. What designers need to do to integrate better within highly structured organizations
- Constraints: What are the forces that are impact your design team, how to recognize them and what to do about it.
- Do’s and Don’ts: My key learnings from leading a service design team
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![Michael-Weeding-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Michael-Weeding-112x128.jpg) |
Michael Weeding
Former Director, Digital, Design Innovation & Growth Transformation
AMP |
![AMP](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/AMP.png) |
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09:45 am |
Panel: Service Design Success Stories: Making Strategic Design a Critical Competency for your Organizations |
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- Brands hits and misses in radically renewing their organizational structures and processes to fit design thinking and overcoming constraints when designing services
- Making the business case for design-centric service and obtaining buy-in from top management
- Developing strategic service design roadmaps to build a unique competitive advantage in a world of disruptions
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![Michael-Weeding-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Michael-Weeding-112x128.jpg) |
Michael Weeding (Panel Moderator)
Former Director, Digital, Design Innovation & Growth Transformation
AMP |
![AMP](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/AMP.png) |
![Amrita-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/05/Amrita-112x128.jpg) |
Amrita Bhattacharyya (Panelist)
Former Head of Customer Strategy and Experience Design
Suncorp Group |
![suncorp](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/05/suncorp.jpg) |
![Leandro-Gama-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Leandro-Gama-112x128.jpg) |
Leandro Gama (Panelist)
General Manager Business Design – Core Mobility, Applications, Managed Services and IoT
Telstra
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![telstra](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/telstra.png) |
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![Haneesha Nimmagadda](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/Haneesha-Nimmagadda.png) |
Haneesha Nimmagadda (Panelist)
Experience Design Lead
Microsoft
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![microsoft](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/microsoft.png) |
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10:15 am |
Morning Refreshments & Networking Session |
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Essential Service Design Tools And Methods To Turn Design Thinking Into Real Business Values |
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10:30 am |
Case Study: How User Research, Customer Insights and Data is the backbone to Help Companies Reimagine Customer Experiences |
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![Haneesha Nimmagadda](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/Haneesha-Nimmagadda.png) |
Haneesha Nimmagadda (Panelist)
Experience Design Lead
Microsoft
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![microsoft](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/microsoft.png) |
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11:00 am |
Customer Centric Design – How to Identify Improvements for Interactions and Manage Customer Service Expectations |
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- How instant service and instant gratification is impacting organisational service design strategies
- Why customer experience is not enough
- How service design can be effective at managing change
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![Ginger-Nocom-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Ginger-Nocom-112x128.jpg) |
Ginger Nocom
Group Head of Change Management
Ruralco Holdings Limited – Australian Agribusiness |
![Ruralco](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Ruralco.png) |
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11:30 am |
Customer Journey Mapping: What to Do When Those Maps Don’t Work |
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- Journey mapping as an incredibly powerful technique for visualising customer experiences, and getting several separate teams on the same page, for shared understanding of customer problems to solve, and opportunities to grab
- What to do when the experiences do not fit into a neat sequence of boxes and arrows
- Demonstrations of other easy visualization techniques that you and your team can do on your whiteboard, for greater insight and innovation in whatever services you are providing to your customers
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![Ben-Crothers-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/05/Ben-Crothers-112x128.jpg) |
Ben Crothers
Principal Design Strategist
Atlassian |
![Atlassian-icon-blue-onecolor@2x](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/05/Atlassian-icon-blue-onecolor@2x.png) |
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12:00 pm |
Roundtable Discussion: Service Design Tools to Supercharge Your Service Design Game |
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![tudor](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/tudor.jpg) |
Tudor Goode
Practice Lead User Experience
Transport for NSW
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![TforNSW-NSWGovt_2COL](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/TforNSW-NSWGovt_2COL.png) |
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![Ben-Crothers-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/05/Ben-Crothers-112x128.jpg) |
Ben Crothers
Principal Design Strategist
Atlassian |
![Atlassian-icon-blue-onecolor@2x](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/05/Atlassian-icon-blue-onecolor@2x.png) |
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![sharni allen](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/sharni-allen.png) |
Sharni Allen
Product Manager
NSW Department of Finance, Services and Innovation |
![NSW Dept. of Finance](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/NSW-Dept.-of-Finance.png) |
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12:45 pm |
Networking Lunch |
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13:45 pm |
Delivering Positive Customer Experiences Through User-Centered Service Design |
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- Building a clear picture of the user to understand their needs
- Using design to craft new experiences and services
- Mapping customer journeys and understanding the moments that matter most when interacting with your organization
- Capturing user feedback and insights to continuously improve experiences and services
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![Rohit-Mandanna-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Rohit-Mandanna-112x128.jpg) |
Rohit Mandanna
Customer & Digital Program Director
Environment, Energy and Science | Department of Planning, Industry and Environment |
![Rohit's logo (new)](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Rohits-logo-new.jpg) |
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14:15 pm |
Co-creating Services: Telstra Designing with Customers, For Customers |
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- How the role of customers in service design is changing from passive research subjects to active co-designers and content creators
- Customers, designers and other stakeholders participating in service designs as equals
- How customers participation can affect the success of services directly: better quality, fit to needs and innovation speed
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![Leandro-Gama-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Leandro-Gama-112x128.jpg) |
Leandro Gama
General Manager Business Design – Core Mobility, Applications, Managed Services and IoT
Telstra |
![telstra](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/telstra.png) |
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14:45 pm |
Embedding Design Thinking and Shifting How Your Organization Runs (Government) |
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- Strategies that have worked to gain buy-in and shift attitudes in the upper echelons of the business for design thinking to be effective
- Challenges of embedding design thinking, an ambiguous methodology into a highly risk averse culture.
- Leveraging non-traditional methods to implement non-traditional ideas
- Understanding the importance of Design in change management
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![Selena-Griffith-112x128](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Selena-Griffith-112x128.jpg) |
Selena Griffith
Senior Lecturer: Design Thinking, Innovation and Entrepreneurship
The Centre for Social Impact |
![The Centre for Social Impact](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/The-Centre-for-Social-Impact.png) |
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15:15 am |
Afternoon Refreshments & Networking Session |
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15:30 pm |
Embedding Design Thinking and Shifting How Your Organization runs (Enterprises) |
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- Strategies that have worked to gain buy-in and shift attitudes in the upper echelons of the business for design thinking to be effective
- Challenges of embedding design thinking, an ambiguous methodology into a highly risk averse culture.
- Leveraging non-traditional methods to implement non-traditional ideas
- Understanding the importance of Design in change management
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![Elizabeth Daw](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/Elizabeth-Daw.png) |
Elizabeth Daw
Service Design Lead
Uniting Communities |
![Uniting Communities](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2019/04/Uniting-Communities.png) |
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16:00 pm |
Interactive Masterclass: The One Hour Design Challenge – from Problem to Prototype in 60 minutes |
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- Learn how to go from an idea to a prototype quickly, critically, and iteratively
- Gain the expertise necessary to facilitate similar design workshops for your teams and organizations
- Leave with essential concepts and iterations towards an innovative solution to a novel problem for a near future scenario
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![tudor](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/tudor.jpg) |
Tudor Goode
Practice Lead User Experience
Transport for NSW |
![TforNSW-NSWGovt_2COL](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/TforNSW-NSWGovt_2COL.png) |
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17:00 pm |
Closing Remarks by Conference Chairman |
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17:05 pm |
Champagne Networking Session |
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![image-3](http://claridenglobal.com/conference/servicedesign-au/wp-content/uploads/sites/248/2015/04/Image-3-300x150.jpg) |
After a long day of learning, benchmarking, and planning, unwind and mingle with your peers. |
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