The goal of Service Design is to create exceptional customer experiences across all channels and touchpoints for an organization, but in many cases creating great experiences can be a combination of art, science and magic.Companies like Apple have built their business on service, support and design, crafting longitudinal experiences that create loyal, passionate fans. In his new book on "Service Design" co-author Ben Reason asks "how can every organization design services that have the same appeal and experience as the products we love, whether it is buying insurance, going on holiday, filling in a tax return, or having a heart transplant?"

Join a panel of experts in a lively discussion on the future of Service Design and the challenges faced in implementing it thoughout organizations.

Drinks and snacks will be served from 6:30 - 715pm. Bring your business card for a drawing of Rosenfeld Media's new Service Design book.

Panelists include:

Ben Reason, Co-founder of live|work and co-author of "Service Design"

Dr. Alison Prendiville, Service Design Innovation, University of the Arts

Dr. Geke van Dijk, Co-founder and Strategy Director of STBY

Joanna Choukeir, Design and Communication Director at Uscreates

Rich Radka, Founding partner, Claro Partners

Brad Smith, Executive Director, WebVisions (Moderator)

Sponsored by:

SPEAKER BIOS:

Ben Reason is a co-founder of live|work. He graduated from Liverpool John Moores University in 1994 with a BA in Fine Arts, followed in 2000 with an MSc in Responsibility and Business Practice from the University of Bath. Ben has a background in design and innovation in network-enabled services, and prior to live|work worked with Web agencies Razorfish and Oyster Partners.Ben has provided strategic guidance and project delivery management on a range of high-prole projects for organizations such as the NHS, BBC, UK Home Oce, Johnson & Johnson, and Transport for London. In 2009 he was voted one of the top 20 most influential designers in IKON magazine. Ben has taught service design at Goldsmiths London, Interaction Design Institute Ivrea, and the Royal College of Art.

Dr. Geke van Dijk is co-founder and Strategy Director of STBY in London and Amsterdam. She is also the initiator and chair of the Service Design Network Netherlands, and co-founder of the Reach Network for Global Design Research. Geke has a background in ethnographic research, user-centered design, and services marketing & innovation. She is passionate about exploring the ways people co-produce their customer journeys by picking and mixing from multi-channel service touch points. She holds a PhD in Computer Sciences from the Open University in the UK. Her PhD research was co-supervised by the Business School of the OU. She one of the co-authors of the book This is Service Design Thinking.

Dr. Alison Prendiville is Course Director for the Service Design Innovation course, a masters programme which views the design of services as a vehicle for addressing economic, societal and environmental challenges. Her PhD was one of the first research projects linking the specification of engineering hardware in public transport with the design of the passenger service experience. In parallel she worked on the MIMIC (Modality, Intermodality and Interchange) Framework IV EU programme investigating barriers to the seamless journey. Alison has extensive experience in running service design workshops both internationally (SADI Samsung Art and Design Institute in South Korea) and nationally (Health Practitioners co-design workshop at Cranfield University).

Rich Radka leads business model innovation and service design at Claro Partners within the context of disruptive shifts such as the personal data economy, new models of ownership, value exchange networks, collaborative production & consumption and the Internet of Things (IoT). At Claro, Rich makes sense of these disruptive social, economic, and technology changes in order to create value for people and society, and thus identify unique opportunities for our clients. Claro helps companies connect with their consumers in order to develop adaptive strategies for a constantly changing world.

Joanna Choukeir is the Design and Communication Director at Uscreates. Her role involves drawing on findings from the insight and scoping stages of a project to collaboratively design, pilot and evaluate with projects stakeholders, effective strategies, interventions and campaigns for a positive social impact. A designer with over 7 years of practical experience in social design in the UK, Europe, The Middle East and The United States, Joanna completed a BA in graphic design at Notre Dame University (2003), an MA in graphic design at the London College of Communication (2007), and is currently pursuing writing up her PhD thesis in communication design for social integration, at the University of the Arts London.

Brad Smith (Moderator) is the Executive Director of the WebVisions conference, an event that explores the future of the web in cities around the globe. He is also a serial instigator who launched the Hackathon for Social Good, where programmers and designers develop websites and apps for non-profit organizations; Arduino and robotics workshops for students; Hatchinate!, a stage for startups to give lightning presentations on their innovative products and services; and more. For his day job, he is the Creative Director at Hot Pepper Studios, an award-winning design company located in Portland, Oregon.