- Combining Design, Lean Startup, and Agile Approaches to Reduce Uncertainty
(Please RSVP by April 11th with your full first and last name, bring a government-issued ID, and arrive 10 minutes early to the lobby for registration and escort to the conference center) Description: Companies are continually trying to re-invent themselves by adopting methods such as Design Thinking, Six Sigma, Lean Startup and Agile. All of these methods promise cost-effective, faster, and customer-centric ways to create the “new.” However, in many companies, the introduction of these methods create confusion and sometimes impedes innovation. What if there is a better way to govern innovation by combining these methods using a design-led approach? How can Design, Lean Startup, and Agile approaches co-exist? What is the role of the designer in all of this? Shilpi Kumar, founder and CEO of Khoj Lab in Chicago will share how an integrated approach can lead to implementation success. She will show how the idea of flow can reduce bottlenecks and will lead the audience in a discussion about the shifting role of design/ers in an innovation-led enterprise. We will do a short interactive activity during this session. Agenda: 6:00pm – Building tour of Fannie Mae’s new DC headquarters (optional participation) 6:30pm - Program Begins 8:00 - Networking We are very grateful to Fannie Mae, our host and sponsor for the evening! Light food and refreshments will be served. Please register with your full first and last name, bring a government-issued ID, and arrive 10 minutes early to the lobby for registration and escort to the conference center. About our Speaker: Shilpi Kumar has over 15 years of professional experience as an Architect, Industrial Designer, Design Strategist, User Experience Researcher, and Design Educator. She is the founder of Khoj Lab, an Innovation consultancy, where the mission is to help business leaders of organizations discover new opportunities for growth and optimize the process to implement innovation strategies. Over the last year at Khoj Lab, she has built a team of multi-cultural, multi-lingual women who together speak six languages- English, Hindi, Cantonese, Mandarin, French, and Spanish. Before founding Khoj Lab, Shilpi was part of the innovation kitchen at Herman Miller where she led global research initiatives to inform and establish a point of view on the future of the business and the future of work itself. Following which she helped GE Transportation Digital operation and strategy teams define an integrated business process for new product design and development. Shilpi has a professional Architecture degree from BIT Mesra, Ranchi, India, Masters of Design from the Industrial Design Center at IIT Bombay, India, and a Masters of Design Methods from the Institute of Design at the Illinois Institute of Technology. About our Sponsor: Fannie Mae is a leader in providing housing finance for homebuyers and renters in the United States. We serve the people who house America. Together with our partners, we make sure that homeowners, homebuyers, and renters across the country have access to affordable financing opportunities. Our Customer Experience Design (CXD) team is reinventing the company, putting design at the forefront of our business, and transforming how it fulfills this promise into the future. Our designers are strategists, storytellers, researchers, ethnographers, and rebels at the forefront of design, passionate about creating customer-centric solutions that will keep home within reach for more Americans. CXD’s Service Design Community of Practice aims to build expertise at all levels and inspire Fannie Mae practitioners to bring service design tools to their work. Come meet Fannie Mae’s service designers at our new headquarters; we are excited to be sponsoring this event with the wider DC service design community! Fannie Mae Midtown[masked]th Street NW Washington, DC 20005 Enter the walled-off pathway off the corner of 15th and L Street NW that will take you to the visitor lobby.
- UX and Service Design: a Film & Panel Discussion
At the turn of the 21st century, who could have predicted that service design and UX would even exist?! They obviously do now (thankfully), and though the larger world of "experience design" is still evolving, both service design and UX are, in their own rights, fully-fledged disciplines that play central roles in organizations and communities, large and small. Still, there is often debate and confusion about where there are overlaps between the two, and where they diverge. We'll start with a short film, Design Disruptors, which will serve as a launching point for what is sure to be a thought-provoking panel discussion on the topic. We'll hear from area thought leaders in the UX and SD fields on their perspectives, see how area organizations' designers collaborate and define service design and UX roles, and gain some insights as to where they think the industries are headed. As always, we'll welcome inputs and questions from our audience members, and we expect some lively and insightful discussion to ensue! Agenda: 6:00pm - Doors Open 6:30pm - Program Begins 9:00 - Wrap up We are very grateful to Mediabarn, our host and sponsor for the evening! Light food and refreshments will be served. About our panelists: Keith Deaven is the founder of Mediabarn, a DC-area based company specializing in UX research, consulting and design. User experience first permeated Keith’s DNA back in 1994, when he began his career at AOL delivering digital products to millions of people with a predominant emphasis on ease of use. He founded Mediabarn with those same customer-centered principles, assisting commercial, government and non-profit clientele with every aspect of digital design including user testing, marketing research, product design and building internal UX capability. He is currently active in a number of UX and community-based initiatives and is a co-founder of GoodGovUX. Joe Garcia is a design strategist at Capital One and is currently situated at the intersection of business, design, and technology. He often works to spot patterns out in the world and translates research into meaningful insights about human behavior to produce provocative new visions of the future. He has an understanding of the product world and works to align teams through research, strategy and service design to find the right fit between the needs of the business and the needs of the customer to inspire and create great experiences. Jimmy Tran is a Director at Peer Insight, a service innovation consultancy focused on igniting growth for large organizations through design, business strategy, and entrepreneurship. The companies he's collaborated with include Medtronic, DTE, Nike, Behr, Celestica, AAMC, and AARP. Before working at Peer Insight, he was a consultant for Accenture, leading federal sector client teams in the implementation of technology-based solutions. Amanda Chavez is the Vice President of Design at Cognosante, where she leverages the design thinking methodology to foster a culture of innovation and to scale design thinking principles across the organization. Amanda stood up the company’s design capability and oversees the use of human-centered design approaches to develop innovative products, services, and processes both internally and for Cognosante’s client-facing project portfolio. About our sponsor: Mediabarn’s UX capabilities fall into three distinct disciplines: a digital agency, creative placement, and research services. Whether you’re seeking new digital products for your business, new talent for your company or new insights from your customers (maybe a mix of all three), we are capable of providing flexible solutions for all of your digital needs. To learn more, visit us at http://mediabarninc.com or follow us on social media: T: @mediabarn F: @mediabarn I: @mediabarninc
- Extending Other Disciplines Through Service Design
Conversations about the differences between service design and fields such as UX/CX/IxD/product design, change management, anthropology, marketing, business analysis, etc. miss the point – service design has grown from these fields. As a result, it extends their reach to new opportunities and offers the flexibility needed to solve complex problems through simplicity. Join Rich Ekelman for a discussion about how service design offers a competitive advantage, the core flexibilities required to practice service design, and ways to start making your transition into service design from the skills and abilities you currently possess. Rich will also share his personal experience related to building service design as a capability. Rich Ekelman, Service Design Manager, Navigate Rich is a Manager of Service Design at Navigate, a regionally focused management consulting firm that helps companies navigate transformative change to create meaningful customer and employee experiences that drive stronger operational and financial performance. In his role, he works closely with organizations to weave design into how they compete now and in the future. For the last six years, Rich has been a leader in building service design communities in Chicago and Philadelphia. In 2017, he became the first Master Service Design Trainer accredited by the Global Service Design Network. He is passionate about making service design accessible and actionable for organizations across industries and for employees across functional areas. Prior to joining Navigate, Rich was a service design consultant for major brands including Verizon, AT&T, International Hotels Group, United Healthcare International, Synchrony Bank, and American Express. He has also served on internal teams at Walgreens and bswift, an Aetna company. Rich holds a Master of Fine Arts in service design from the Savannah College of Art & Design, as well as a Bachelor of Arts in Psychology from Montclair State University. From 2004 to 2008, he served honorably in the United States Navy. About Navigate Navigate is a regionally focused management consulting firm that helps companies navigate transformative change to create meaningful customer and employee experiences that drive stronger operational and financial performance. The company’s services are focused on implementing strategy, improving performance, enabling technology, managing projects, managing risk and compliance, and digital transformation. For more information, visit www.navigatecorp.com. Navigate is proud to have received recent honors for its impressive growth as well as its culture and commitment to community involvement. · Philadelphia Business Journal’s Best Places to Work - #1 Small Business – 2015, 2017, 2018 · Consulting Magazine’s #1 Best Small Firm to Work For – 2015, 2016, 2017 · Consulting Magazine’s 2015 Seven Small Jewels · Inc. 5000 – 2015, 2016 · Greater Philadelphia Chamber of Commerce’s Workplace Vitality Company of the Year – 2016 · Consulting Magazine’s Fasting Growing Firms – 2015, 2016 · #12 Best Place to Work in PA, Small/Medium Companies – 2016
- Service Design Roots
Have you ever been curious about where service design comes from? What it is? Why it relates to so many other fields so well? Or why it makes just so much dog-on sense? If so, come join us for a discussion and hands on workshop conducted by Jamie Bowerman and John Gray Parker. During their presentation, they’ll explore some of the history behind service design, it’s roots and the connections it shares with so many other fields. Don’t worry, they won’t just talk at you all night. Service design is about doing, so that’s just what we’re going to do after a brief presentation. Whether you’re an expert, general hobbyist or complete novice come get some practice using stakeholder maps, service blueprints and empathy maps while you join other community members in creating new services. Agenda: 6:30 pm Networking and Check-in 7:00 pm Workshop Content Food and Beverages provided by Booz Allen Hamilton. Facilitators: Jamie Bowerman: Jamie’s passion is for finding new approaches to problem solving with 18 years experience at the intersection of design, strategy, and technology. Jamie teaches Interaction and Human Centered Design (HDC) as a professor at the Savannah College of Art and Design (SCAD) and Sustainability & Social Responsiveness at the Maryland Institute College of Art (MICA). Jamie’s work in human centered design has been on display at the Henry Ford Museum of American Innovation in Dearborn, Michigan and featured in Core 77 and Innovation Magazine. Jamie is a finalist for the James Dyson Award (2014), the International Design Excellence Award (IDEA 2013), and America’s Design Competition “a chair for Battery Park” (2014). Jamie was named one of “20 people to watch under 35” by Brazen Careerist in 2012 for driving human-centered design in saturated marketplaces. Jamie is a conference speaker and specializes in strategy workshops helping organization navigate change management and organizational transformations. John Gray Parker: John Gray is a service designer who brings six years of experience in service design, design research, customer experience and design thinking for radical product and service innovation. He began his career in Washington, D.C working with a boutique strategic communications and design firm before moving to Booz Allen Hamilton in 2017. As a service designer and design strategist, he helps government and military clients evaluate existing IT and logistics systems, business processes, as well as stand up customer experience management programs. Prior to moving to D.C., he studied at the Savannah College of Art and Design where he helped Fortune 250 and local companies to enhance existing services based on consumer preferences, market competition and sound business strategy. John Gray has received international design awards including the International Design Excellence Award (IDEA) and the Core 77 Design Award, both in 2015
- Service Design Day: Film Viewing and Discussion
June 1st is Service Design Day! Service design day is dedicated to service design enthusiasts, a worldwide event to bring together people from different background and disciplines. Together, we will celebrate service design, raise awareness and create impact in the world around us. This year's theme is “borderless” and we choose to show talks/films from around the world about Service Design. Join us for the second annual Service Design DC / SDN movie night. SDN headquarters has once again made available the filmed sessions from the Global Conference in Madrid, and we hope you'll join us for viewings and a short moderated discussion around each. If it's anything like last year, the sessions AND our group's discussions were incredibly engaging. Come and be a part of the conversation! Doors open at 6:00 pm for networking and the program begins at 6:15 pm. Keep an eye out for a note updating the food and beverages we will have for the event. -- 6:15 pm Documentary: Nordic Service Design [22 minutes] + Moderated Discussion The SDN Nordic Chapters SDN Denmark, Finland, Norway, and Sweden joined forces to develop a documentary that illustrates the value of service design. 'Nordic Service Design' showcases the most unique and forward-thinking work by Nordic service design practitioners and leaders. The film was screened in the form of a roadshow across the Nordic countries in January 2018 -- 7 pm Scaling Service Design in Government by Louise Downe [31 minutes] + Moderated Discussion 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. -- 7:45 The Designer's Weakness: Understanding the Role of Power by George Aye [19 minutes] + Moderated Discussion As a designer working on a complex social issue, have you ever stopped to wonder where the power lies in your project? What has the client trusted you to do and for what audience? How does your place of power (as a creator and an individual) hinder your ability to relate to that client and audience? We often use power unknowingly in creative work. But, when we recognize the influence of our training, politics, access, and privilege we allow ourselves to understand our client, user, and abilities more deeply. During this intimate conversation, George Aye of Greater Good Studio will help us understand the mechanics of power and how to wield it with care. - 8:30 Finish We are looking forward to seeing you there.
- Book Club Night: TISDD
There's a new player in the world of service design books, and it's extraordinary. Come discuss it* with your fellow Service Design DC members! Entitled "This Is Service Design Doing," this practitioner's handbook is a rich collection of how-to's, methods and case studies from across the globe. From the back cover: "This book gives you a comprehensive introduction to the overall design of services (actually, of any product), detailed step-by-step descriptions of all the main activities, hands-on instructions for the most important service design tools and methods, as well as many case studies of applied service design from all over the world." Written by four primary authors and 96 co-authors, it's is a resource like no other. Get yourself a copy, meet us for a beer, and let's mine its gems together. *You need not have read the whole book to participate. It's 500+ pages. If you can, though, try to read the first chapter, "Why Service Design?" It's a mere 20 pages.
- Take 2! Adaptive Path at Capital One Presents: A Guide to Service Blueprinting
The stars finally aligned, and we're so thrilled to bring back this much sought-after workshop which we had to cancel last year due to inclement weather! Description: The ingredients of a well-executed, seamless customer experience are intricately intertwined — they're a delicate, well-choreographed interplay of people, touchpoints, processes and technology that can make or break customers' experiences. As such, a service blueprint enables organizations to visualize these complexities — both for front stage (customer-facing) and backstage (operational, behind-the-scenes) aspects of the customer journey. Whether used to gain insight to the current state of affairs, or to map future service offerings, understanding how to fully leverage a service blueprint is critical for any service designer. SDN DC / Service Design DC is thrilled to host Adaptive Path Service Designer, Andrea Fineman, who will be joining us from San Francisco to present a workshop on service blueprinting, which comes on the heels of Adaptive Path's recently-released Guide to Service Blueprinting. In the guide, the team share their learnings and some useful approaches to getting the most from this important tool. During the evening, Andrea will share highlights from the guide and lead a workshop that will give attendees hands-on experience with service blueprinting. Join us for what is sure to be an informative, insightful and fun evening! Food and refreshments will be served. Agenda: 6:00 - 6:30pm - networking and reception 6:30pm - program begins ABOUT OUR SPEAKER, ANDREA FINEMAN Andrea is a service designer at Adaptive Path, where she works on diverse projects across all of Capital One's lines of business. One of her interests is understanding how data flows through companies and how data and algorithms can serve as a material for designers to use in designing experiences. She also programs and hosts events like the 2017 SDN U.S. National Conference, UX Week, and Adaptive Path’s Service Experience Conference. Previously, she worked in product design at Fitbit, focusing on data visualization, user research, and UX. Before graduating from Carnegie Mellon's master's program in interaction design, Andrea studied architecture history and European literature at Brandeis University, and worked for three years at a management consulting firm specializing in customer experience. She is on the board of SDN San Francisco and the Northern California chapter of DOCOMOMO, an architecture preservation nonprofit. MANY THANKS TO OUR EVENT SPONSORS: Capital One (space) Deloitte (catering)
- BarnRaise DC: Two Day Maker Conference with Adaptive Path
Service Design DC is thrilled to be partnering with AdaptivePath.org for BarnRaise (https://www.id.iit.edu/barnraise-adaptivepath/), to bring a weekend of design fun to our community - while helping a great cause! About BarnRaise Barnraise (https://www.id.iit.edu/barnraise-adaptivepath/) was started at IIT Institute of Design in Chicago in 2014. It is a uniquely structured maker-conference that connects design firms, community-based organizations, and participants to address a social topic embedded in a local community. Under the facilitation of a design firm, participants will work in multi-disciplinary teams to develop a user-centered understanding of a problem posed by a community organization and prototype viable solutions. How does it work? Teams are composed of a design firm, a community organization, a Capital One design team liaison and outside participants. Each participant will be assigned to be part of an interdisciplinary team of 8-10 people. The design firm, community organization, and the team liaison meet ahead of the BarnRaise event to create a design brief describing an engaging and addressable social problem. The design brief drives the work over the BarnRaise weekend and helps the teams to stay focused. Over a two-day period, the design firm/group partner will facilitate the team as they seek to understand the problem and prototype concepts together. Teams will be stationed at design offices throughout the city and Adaptive Path will serve as the central meeting hub. On Saturday afternoon, in front of the general public, everyone gathers together to share their prototypes. Later, we open a “community fair” where each team will have a table to share their work in more detail. Teams We invite designers, non-profit employees, students, and anyone interested in designing for social good to participate. Together we will co-create human-centered experiences to support our community. The BarnRaise DC challenge is: How might we help members of our community achieve sustainable housing, while highlighting the role this plays in their pathway to economic self-sufficiency? There will be 4 teams that you can join: Capital One Design + YearUp (http://www.yearup.org/) ISL + A Wider Circle (http://awidercircle.org/) Slalom + Northern Virginia Family Services (http://www.nvfs.org/) Service Design DC + Good Shepherd Housing (https://www.goodhousing.org/) HOW TO REGISTER You must register through Eventbrite to attend the event. RSVP to the meetup and we will send you the discount code to receive 80% off the event until all spaces are filled - approximately 20 spaces! Once we provide the discount code you can register through Eventbrite here (https://www.eventbrite.com/e/barnraise-washington-dc-organized-by-capital-ones-adaptivepathorg-tickets-37289470811).
- A [Service] Designer Social & Happy Hour: Summer Connections
Join us for a summer social and happy hour! We will have some lightly structured activities to encourage meaningful interaction beyond small talk over name tags and drinks. Beverages and appetizers (and name tags) will be provided! Ways to participate: • Meet the Service Design DC Leadership Team. We are excited to build a growing collective of people and organizations who are using, investing in, and supporting the growth of Service Design as a discipline. • Going to the SDN U.S. National Conference (https://www.service-design-network.org/events/sdn-us-national-conference-service-design-within-us) August 10 & 11th in Chicago? Connect with other designers attending (and those wishing they could) before the conference. • Put your name into a drawing to WIN A TICKET TO THE SDN U.S. CONFERENCE!! • Have a service design project idea or challenge you are looking to bounce off other designers? Bring it into the conversation! • Looking for work or looking to hire? Bring your information & connect here! • Share an event, workshop, or announcement on a notice board. Open Agenda: Check in 6:30 - 7 pm Welcome & Announcements 7:15 - 7:25pm Closing 8:50 - 9pm Space Sponsor: Deloitte Digital (http://www.deloittedigital.com/about-us)is creating a new model for a new age—we’re a creative digital consultancy. That means we bring together all the creative and technology capabilities, business acumen, and industry insight needed to help transform our clients’ businesses. With our end-to-end capabilities, clients can bring us their biggest challenges, knowing we’ve got what it takes to bring a new business vision to life with digital. This approach gave Showtime (http://www.deloittedigital.com/us/work/case_study/showtime) a second-screen solution. It helped TOMs (http://www.deloittedigital.com/work/case_study/toms) go global. It helped Intel (http://www.deloittedigital.com/work/case_study/intel) be more agile. Travel & Logistics Information: Metro Stop: Rosslyn Traffic in this area can be hectic. Please allow extra time if you are driving. The parking garage for the building is located at[masked]th St N, Arlington, VA 22209 and the elevator will take you to the building lobby. Parking is $5 after 5pm and garage is open 24/7. Participants to the building need to meet in the lobby and be escorted up to the space.
- Adaptive Path at Capital One Presents: A Guide to Service Blueprinting
The ingredients of a well-executed, seamless customer experience are intricately intertwined — they're a delicate, well-choreographed interplay of people, touchpoints, processes and technology that can make or break customers' experiences. As such, a service blueprint enables organizations to visualize these complexities — both for front stage (customer-facing) and backstage (operational, behind-the-scenes) aspects of the customer journey. Whether used to gain insight to the current state of affairs, or to map future service offerings, understanding how to fully leverage a service blueprint is critical for any service designer. Service Design DC is thrilled to host Adaptive Path Creative Director Iran Narges, who will be joining us from San Francisco to present the recently-released A Guide to Service Blueprinting. In the guide, the team share their learnings and some useful approaches to getting the most from this important tool. During the evening, Iran will share highlights from the guide and lead a workshop that will give attendees hands-on experience with service blueprinting. Join us for what is sure to be an informative, insightful and fun evening! Food and refreshments will be served. Agenda: 6:30 - 7:00pm - networking and reception 7:00pm - program begins ABOUT OUR SPEAKER, IRAN NARGES: Iran Narges has practiced Service Design at Adaptive Path at Capital One for over four years, and has close to 20 years of graphic design and art direction experience across a wide range of industries and media, including retail, finance, advertising, tech, and the arts. She leads a team of service designers focused on the intersection of making and strategy. She also enjoys teaching and speaking about service design, graphic design, and how they complement each other. She recently taught CCA’s first-ever Service Design elective with AP alum Amber Reed.