SDNOW: From Three to Four

Thanks to everyone who made it to SDNOW3! There were some exceptional speakers, and you can click on them below to read through their slides (or get them all on Dropbox). We've also started cutting together videos of all the talks, which will be accessible on Vimeo from late-Jan.

Our first Service Design Open House worked! It was a bit of an experiment to see if we could coordinate ten locations across Melbourne – but now it's something we're hoping to continue well into the future. Here are some photos from the day.

We've made a donation of $10k to the Asylum Seeker Resource Centre on behalf of all the organisers, speakers, open houses, and attendees (our biggest yet). If you enjoyed the day please consider doing the same.

Finally, we've started thinking about SDNOW4, so please share your thoughts if you came along to number three.

See you all next year!

Sarah Drummond (UK)

Snook

Sarah Drummond (UK)

Co-founder & Managing Director, Snook

'The what not the how of Service Design'

Talk Slides: PDF (55.1 MB)

When it comes to Service Design as a discipline (with a capital S and D) it seems, on some occasions, we have become obsessed with the tools and methods and lost sight of what we’re actually trying to do. We’ve become obsessed with the how and not the what. We’ve commoditised Service Design to sell it and in order to make it accepted by business, made a set of processes, tools and methods to make design predictable. It’s become the risk-averse way to make decisions. The formula we’ve created has eclipsed the original intention, that services are better when they are designed. The over processing of it has made it as predictable as the businesses we were trying to change in the first place. We need to get back to the what, not the how.

Workshop: 'Building design capacity'

Workshop Slides: PDF (18.3 MB)

In this workshop you'll learn about how organisations are embedding design – from starting out to scaling up their capability across their organisation. You'll also learn about Snook’s approach to embedding design – from choosing the right projects to building products that scale design long-term. You'll work on practical exercises (reflecting on a 'Design Capability Framework') to highlight what works well at what stage, what you can prioritise, and what you should avoid doing. To date, contributions to this framework have come from the UK, US, and Spain – now we're looking to add Australia to the map.

About Sarah

Sarah is a designer, CEO and serial idea generator. She co-founded Snook, MyPolice, CycleHack, Dearest Scotland, Alloa Pride and The Matter. For this work she was awarded a Google Fellowship for her work in technology and democratic innovation and named as Good magazine’s 100 extraordinary individuals tackling global issues in creative ways.

linkedin.com/in/rufflemuffin

Leisa Reichelt

Atlassian

Leisa Reichelt

Head of Research and Insights, Atlassian

'Operating in context: or what to do when you discover all your best tricks don't work anymore'

Slides: PDF (56.1 MB)

You know that thing where you start a new job and suddenly realize that all those great rules of thumb you thought were almost universally true are either impossible or ineffective in your new organization. Welcome to Leisa’s life. In this talk Leisa will share her experience of completely resetting her idea of best practice, implementing a strategy that is the opposite of what everyone expected, and why so few people do what they think is right. You’ll also get bonus thoughts on how to best set up your research team for maximize effectiveness.

About Leisa

Leisa has built and led teams who transformed public services with user centred service design with the Australian government and UK Government at the Government Digital Service (GOV.UK). She is a regular speaker and workshop-giver and has spoken at conferences including London IA, UX London, dConstruct, Drupalcon, EuroIA, Future of Web Apps, Web 2.0 Expo, Next, Interesting, GUADEC, Interaction, and Reboot.

linkedin.com/in/leisareichelt

Seb Chan

ACMI

Seb Chan

Chief Experience Officer, ACMI

'Designing experiences that expand time'

Applying service design principles to cultural spaces like museums often feels like a square peg, round hole problem. Speaking to visitors to cultural spaces and those who engage in the experiences contained within, 'users' are very unlikely to think of these as transactional moments. Instead they are better viewed as a value exchange - the gift of 'time' to the institution, in return for a largely unknown, but culturally bounded 'experience'. The challenge for cultural institutions - and perhaps more broadly for leisure and the experience economy - is actually the expansion of the time that users are willing to gift. And how might institutions make good on that gift.

About Seb

Seb Chan is Chief Experience Officer at the Australian Centre for the Moving Image in Melbourne. He is responsible for holistic strategic design and oversees teams responsible for experience & digital, ICT, as well as the museum’s collections & digitisation programs.

linkedin.com/in/sebastianchan

John Ravitch (USA)

IDEO

John Ravitch (USA)

Partner, IDEO San Francisco

'Design for Momentum'

Slides: PDF (29.7 MB)

After decades of agency consulting in Silicon Valley, John recently crossed over to become a client – locally here in Melbourne. He is on a mission to understand one thing – how new ideas can advance and move through legacy ridden organizations to see the light of day. What are the right conditions, conversations and environments to create momentum and progress inside large corporations? He will share why he chose Australia to answer this question and what is he seeing and learning thus far.

About John

Over the past 15 years, John has been a founding partner at IDEO, most recently within the Design for Change studio - focused on helping leaders transform their organizations’ cultures and businesses in pursuit of innovation, adaptability and positive impact. His skill is in bringing design thinking into client organizations to make their products, services, and organizational cultures more future-fit. Currently, he is at ANZ Bank in Melbourne, Australia building their customer-centered capability to support a range of strategic objectives around digital transformation.

linkedin.com/in/johnravitch

Safa Almarhoun

CQ/Today

Safa Almarhoun

Practice Manager, CQ/Today

'Why CX needs Cultural Intelligence (CQ)'

Slides: PDF (3.9 MB)

Australia is home to the world's oldest continuous culture as well as Australians who identify with more than 270 ancestries. Since 1945 almost 7 million people have migrated to Australia. Today 49% of Australians are either born overseas or have at least one parent who was. How is it possible to design for the diversity of ideas, customs, and social behaviour of Australia's vibrant humans? Are we arrogant to think we can? More immediately, what bias do we bring, how developed is our own cultural self-awareness? Our own difference?

About Safa

Safa leads Today’s Cultural Intelligence (CQ) Practice. Safa is an experienced cultural advisor and stakeholder relationships manager. She served as Victoria’s Multicultural Youth Commissioner and Chairwoman of the Victorian State Government Social Cohesion and Community Resilience Advisory Group. In 2017, she was awarded a Joan Kirner Young & Emerging Leaders fellowship by the Victorian State Government that has seen her hone her capabilities and leadership.

linkedin.com/in/safa-almarhoun

Louise Long

Today

Louise Long

Service Design Director, Today

'Why CX needs Cultural Intelligence (CQ)'

Slides: PDF (3.9 MB)

Australia is home to the world's oldest continuous culture as well as Australians who identify with more than 270 ancestries. Since 1945 almost 7 million people have migrated to Australia. Today 49% of Australians are either born overseas or have at least one parent who was. How is it possible to design for the diversity of ideas, customs, and social behaviour of Australia's vibrant humans? Are we arrogant to think we can? More immediately, what bias do we bring, how developed is our own cultural self-awareness? Our own difference?

About Louise

As Service Design Director, Louise oversees and helps our Service Designers deliver world-class projects for social and environmental impact. She ensures Today’s projects are as practical as they are ambitious—helping our clients innovate toward the bright futures they wish for. Louise has a human-centred worldview, understanding systems through people, and she brings this perspective to everything she does. Her vast business experience enables her to translate the relevancy of design methods and mindset to business value and outcomes.

linkedin.com/in/louiselong

Yoko Akama

RMIT University

Yoko Akama

Associate Professor, RMIT University

'The Dark Side of HCD: Dangers of Empathy, Trauma and Altruism'

A panel discussion by Ash Alluri, Sasha Abram, and Penny Hagen to grapple with the darker dimensions of human-centred design. It will become a podcast for the 'HCD Chat Over Cheese & Wine' series of candid discussions, led by Yoko Akama for the Masters of Design Futures (RMIT), that navigates through some of the challenging and contested dimensions of human-centred design.

About Yoko

Yoko undertakes research to explore the role and agency of design to address social issues, which she integrates with her teaching. Her expertise is in human-centred design to facilitate communication, engagement and co-creation with people that can lead to transformative change.

linkedin.com/in/yoko-akama

Ash Alluri

The Australian Centre for Social Innovation (TACSI)

Ash Alluri

Principal Social Innovator, The Australian Centre for Social Innovation (TASCI)

'The Dark Side of HCD: Dangers of Empathy, Trauma and Altruism'

A panel discussion by Ash Alluri, Sasha Abram, and Penny Hagen to grapple with the darker dimensions of human-centred design. It will become a podcast for the 'HCD Chat Over Cheese & Wine' series of candid discussions, led by Yoko Akama for the Masters of Design Futures (RMIT), that navigates through some of the challenging and contested dimensions of human-centred design.

About Ash

Ash is a service designer who brings and blends his experience in design, international humanitarian aid and development, and engineering to tackle some of Australia's complex social challenges now and looking into the future.

linkedin.com/in/ashalluri

Sasha Abram

First Australians Capital

Sasha Abram

Design Lead, First Australians Capital

'The Dark Side of HCD: Dangers of Empathy, Trauma and Altruism'

A panel discussion by Ash Alluri, Sasha Abram, and Penny Hagen to grapple with the darker dimensions of human-centred design. It will become a podcast for the 'HCD Chat Over Cheese & Wine' series of candid discussions, led by Yoko Akama for the Masters of Design Futures (RMIT), that navigates through some of the challenging and contested dimensions of human-centred design.

About Sasha

Sasha Abram is a design researcher working in service design and social innovation. She is a passionate educator and community organiser. She has a Master of Design in sustainability, strategy and enterprise, and a Masters by Research looking at service design in remote Indigenous communities.

linkedin.com/in/sasha-abram

Penny Hagen (NZ)

Auckland Co-Design Lab

Penny Hagen (NZ)

Co-design Lead, Auckland Co-Design Lab

'The Dark Side of HCD: Dangers of Empathy, Trauma and Altruism'

A panel discussion by Ash Alluri, Sasha Abram, and Penny Hagen to grapple with the darker dimensions of human-centred design. It will become a podcast for the 'HCD Chat Over Cheese & Wine' series of candid discussions, led by Yoko Akama for the Masters of Design Futures (RMIT), that navigates through some of the challenging and contested dimensions of human-centred design.

About Penny

Dr. Penny Hagen assists organisations and teams to apply co-design and design-led approaches to the design of strategy, programs, policies and services and to build their co-design capability. Over the last 15 years Penny has designed and led a range of participatory and social innovation initiatives in Australia and New Zealand working across community, commercial and academic sectors.

linkedin.com/in/pennyhagen

Ollie Cotsaftis

Melbourne Speculative Futures

Ollie Cotsaftis

Melbourne Speculative Futures

'Speculative Realities'

Slides: PDF (44.4 MB)

The Earth was flat until it wasn’t. If reality is what we believe to be true, speculation helps us explore alternate realities we could be living in, and somewhere probably do. What does Melbourne feel like in a parallel universe? From ancient Rome to Bjarke Ingels’ Mars Simulation City project, join Melbourne Speculative Futures to explore humanity’s desire to design the ideal city. Originally founded in San Francisco, Speculative Futures is an international group for those interested in speculative design, design fiction, futurism, science fiction and visionary approaches to help us imagine change.

About Ollie

Ollie is the founder and creative director of future ensemble, a post-disciplinary design studio operating at the intersection of the human experience, the built environment and the realm of creative technologies­. Exploring the boundaries of disciplines, Ollie enjoys designing preferable futures and crafting bespoke and relevant brand, product, service, system, venture and spatial experiences. He also lectures at RMIT School of Design Master of Design, Innovation and Technology, experiments with new ideas through his visual art practice, and most recently, co-founded the Melbourne chapter of Speculative Futures, an international network for those interested in futurism and design fiction.

linkedin.com/in/oliviercotsaftis

Sarah McArthur

Melbourne Speculative Futures

Sarah McArthur

Melbourne Speculative Futures

'Speculative Realities'

Slides: PDF (44.4 MB)

The Earth was flat until it wasn’t. If reality is what we believe to be true, speculation helps us explore alternate realities we could be living in, and somewhere probably do. What does Melbourne feel like in a parallel universe? From ancient Rome to Bjarke Ingels’ Mars Simulation City project, join Melbourne Speculative Futures to explore humanity’s desire to design the ideal city. Originally founded in San Francisco, Speculative Futures is an international group for those interested in speculative design, design fiction, futurism, science fiction and visionary approaches to help us imagine change.

About Sarah

Sarah is a design leader with an anti-disciplinary approach to solving our most complex challenges. Her radical curiosity is focused on how emergent technology, speculative design and experiential futures can enable vivid experiences that forge human connection and help us make better decisions about what’s next. Creating across strategic, experience, service, brand, product and spatial design, she is currently Designer in Residence at City of Melbourne’s CityLab. She most recently, co-founded the Melbourne chapter of Speculative Futures, an international network for those interested in futurism and design fiction.

linkedin.com/in/monographique

Caroline Sanz

Isobar

Caroline Sanz

Lead Strategic Designer, Isobar

'Make a different difference'

Slides: PDF (4.3 MB)

As service designers we often talk about seeing the big picture and creating meaningful experiences. But how do we actually create reliable outcomes through our work and show the value we can actually offer? Are we cutting ourselves short by doing things as we’ve always done? I hope to explore the role of permission in finding how we add value, stretching things to make them work for you and looking at the value you provide from a systems level to make it really matter.

About Caroline

A woman of many hats, Caroline has built a career guided by curiosity, an eagerness to challenge things and ultimately make difference. Her one rule, to doing things with people not just for people. Her goal, to be creatively disruptive in empowering people to advance positive change that is impactful, sustainable and uncompromising.

linkedin.com/in/caroline-sanz

Donna Spencer

Readify

Donna Spencer

Lead Consultant, Readify

'UX, UI, CX, SD, PD: Does it matter?'

Slides: PDF (7.8 MB)

Designers often complain that other people don't know what they do. Let's explore why this happens through the lenses of social identity theory, category theory and linguistics to help understand why it happens and what we can do about it.

About Donna

Donna’s a service designer and user experience designer who specialises in complex services and systems. She’s a regular conference speaker and article author; and has written three books – on card sorting, web writing, and information architecture.

linkedin.com/in/donna-spencer

Jo Szczepanska

Dental Health Services Victoria

Jo Szczepanska

Consumer Experience and Codesign Consultant, Dental Health Services Victoria

'Co-design or faux-design?'

Slides: PDF (6.3 MB)

Co-design: the Swiss army knife of design research. Championed for it's ability to accelerate social innovation while baking empathy, agency, and advocacy into it's methods. Come to Jo's talk (rant) and learn ways to facilitate radical collaboration from someone who's tried, failed, and kept trying. Consider this presentation a rapid fire co-design clinic that introduces you to the key concepts, helps you call out faux-design, and gives you some tools to get started or level up.

About Jo

Jo is a researcher, co-designer and maker. She specialises in co-creating futures and participatory research around complex issues. She is an expert in creating tools and spaces for collaboration and translating curiosity into products, services and scenarios. She's worked at frog, R&D at ABC and Today and is currently exploring the world of patient-led dentistry.

linkedin.com/in/joszczepanska

Tristan Cooke

NAB

Tristan Cooke

Principal Product Owner, NAB

About Tristan

Tristan is a co-founder of Service Design Now. Before he was officially a designer he had varied background working in a variety of settings including hospitals, rail and minesites, always trying to make the environment better suited to the humans within it. This includes a PhD in the design of mining equipment. He transitioned, mostly through self-teaching and blogging, to the world of Service Design nearly a decade ago and had been a passionate advocate of the professions ability to create change since day one.

linkedin.com/in/tristan-cooke

Julia Birks

Isobar

Julia Birks

Lead Strategic Designer, Isobar

About Julia

Julia is passionate about human-centred design: and is genuinely happy (and a little giddy) when I'm designing experiences in a way that creates meaningful, positive impact on people's lives, and improves how they engage with a particular organisation or touchpoint. Sometimes this takes the form of UX or service design; sometimes it's through facilitating change that optimises the way an organisation delivers its services to customers. Her current focus is creating and enabling high-performing teams to deliver work that is human-centred and iterative, delivering value to customers frequently.

linkedin.com/in/juliabirks

Amritta Beckham

KPMG

Amritta Beckham

Associate Director, KMPG Australia

About Amritta

Amritta Beckham is a strategist and researcher with a strong passion for creating and implementing innovative, customer-centric solutions. As part of the KPMG Customer, Brand and Marketing Advisory team, Amritta loves to explore, shape and deliver unique and market-leading experiences in lean and agile environments.

linkedin.com/in/amrittabeckham

Giving back

We donate 10% of our revenue to the Asylum Seeker Resource Centre, to help create real change in our community. If you enjoy the day please consider doing the same.

Paper Giant Today Medibank Meld Studios Portable Isobar Craig Walker Think Place Deloitte Digital Snook RMIT University Service Design Melbourne Rosenfeld Media