On Day One, make your way to Fed Square for a series of talks and panels with a diverse group of practitioners from across industry, academia, startups, and consultancies.
Themes for the day will include: Design Ethics, Co-Design, Speculative Design, and Cultural Intelligence – with a good amount of time set aside for coffee, lunch, drinks, and making friends.
8:30 - 9:00 Registration Opens
9:00 - 9:10 Tristan Cooke, Julia Birks & Amritta Beckham
Opening & Acknowledgement of Country
9:10 - 9:45 Leisa Reichelt (Atlassian)
Operating in context: or what to do when you discover all your best tricks don't work anymore
9:45 - 10:20 John Ravitch (IDEO – USA)
Design for Momentum
10:20 - 11:00 Morning break
11:00 - 11:20 Jo Szczepanska (Dental Health Services Victoria)
Co-design or faux-design?
11:20 - 11:40 Donna Spencer (Readify)
UX, UI, CX, SD, PD: does it matter?
11:40 - 12:00 Caroline Sanz (Isobar)
Make a different difference
12:00 - 12:20 Ollie Cotsaftis & Sarah McArthur (Melbourne Speculative Futures)
12:20 - 13:20 Lunch break
Bento Box lunch by Chocolate Buddha
13:20 - 14:00 Safa Almarhoun (CQ/Today) & Louise Long (Today)
Why CX needs Cultural Intelligence (CQ)
14:00 - 14:40 Yoko Akama (RMIT), Ash Alluri (TASCI), Sasha Abram (First Australians Capital) & Penny Hagen (Auckland Co-Design Lab – NZ)
The Dark Side of HCD: dangers of empathy, trauma and altruism (Panel)
14:40 - 15:20 Afternoon break
15:20 - 15:55 Seb Chan (ACMI)
Designing experiences that expand time
15:55 - 16:30 Sarah Drummond (Snook – UK)
The what not the how of Service Design
16:30 - 16:40 Tristan Cooke, Julia Birks & Amritta Beckham
16:40 - 21:00 Beer Deluxe (Fed Square)
Day One Afterparty
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.
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.
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.
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.
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.
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.
Sarah is a design leader with an antidisciplinary 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.
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.
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
The day one afterparty will be hosted at Beer Deluxe, with craft beer and pizza just across The Atrium from Deakin Edge (and yes, there is a tab).
Day Two is our first Service Design Open House – with ten studios across Melbourne opening their doors to run workshops with practitioners.
This is a chance to take a peek inside these spaces, get some insight into how they differentiate themselves, and learn something new from the people who work there day-to-day.
There are morning and afternoon sessions, so everyone will get to visit two locations.
Registration for these sessions will be emailed to attendees on the week of the conference.
9:45 - 12:30 Open House Morning Session
12:30 - 13:45 Travel & Lunch
13:45 - 16:30 Open House Afternoon Session
16:30 - 17:00 Travel
17:00 - 21:00 Starward Distillery
Day Two Afterparty
The studios participating in the Open House sessions are:
Ethics and care
Designing for diversity
Health episodes vs health journeys
Meld Studios (Morning Session only)
Stepping into design
Co-design with purpose
Get comfortable with breaking things
Paradigm shifts in design
Design thinking in complex systems
Lessons from the field
Snook (pop-up at RMIT University)
Building design capacity
Head down to the morning workshop at one of ten Open House locations across Melbourne: Paper Giant, Today, Meld Studios, Medibank, Portable, Isobar, Craig Walker, Think Place, Deloitte Digital, and a Snook pop-up at RMIT University.
Registration will begin at 9:45 with Workshops kicking off at 10:00.
Move to a second location for the afternoon workshop at one of ten Open House locations across Melbourne: Paper Giant, Today, Meld Studios, Medibank, Portable, Isobar, Craig Walker, Think Place, Deloitte Digital, and a Snook pop-up at RMIT University.
Registration will begin at 13:45 with Workshops kicking off at 14:00.
Please note the Meld Studios Open House will only run in the morning session.
The day two afterparty will be hosted at Starward in Port Melbourne, a boutique distillery offering a modern and uniquely Australian approach to whisky (and yes, there is a tab).
Address: 50 Bertie Street, Port Melbourne 3207
Public Transport: Catch the 109 Tram (Collins Street) toward Port Melbourne and get off at Stop 127. Starward is a 7 minute walk away. The nearest Train Station is Southern Cross Station.
At Paper Giant we take on complex problems, and inevitably we work with people from many walks of life – people with a wide range of worldviews and lived experiences. This can be difficult and emotionally taxing work. As part of our ethical responsibility as designers participating in the lives of others, we’ve been experimenting with modes of care – of looking out for each other and the people we work with.
For our Open House workshop, we’d like to invite you into our studio to talk about care (for ourselves, for each other, and for the people we work with) and how we make sure care structures are part of our everyday work.
Paper Giant solves product, service and organisational challenges using design, research and strategy. We draw upon a diverse set of project experiences to combine these disciplines in different ways. We are cross-disciplinary problem solvers. We pride ourselves on combining the disciplines of design, research and strategy in different ways, depending on the needs of a project. Our team have qualifications in psychology, anthropology, design and computer science. We have decades of combined experience across major industries and market segments throughout Australia and Asia. We put our client’s problems first, and we use our experience and expertise to solve them.
Address: Level 3, 2 Russell Street, Melbourne 3000
Public Transport: Catch any train or tram to Flinders Street station and walk 5 minutes toward Russell Street. Paper Giant is on your left above the Duke of Wellington pub. Alternatively, catch the 35, 70 or 75 Tram (Flinders Street) and get off at Russell Street (Stop 6).
Join Today as we show you behind the scenes of our Fitzroy studio. You'll hear about some of the work we've been privileged to do with Culturally and Linguistic Diverse (CALD) communities whether it be about designing for inclusion or solving for unique needs within a system of service. We'll then take you on a journey to explore our own levels of cultural empathy in a fun and interactive session.
A design company for people and planet. We work with business, organisations and government to create better societal, economic and environmental outcomes for people and the communities we live in.
Address: 374 George Street, Fitzroy 3065
Public Transport: From the city, catch the 86 tram (Bourke Street) toward Bundoora RMIT and get off at Johnston Street (Stop 19). Today is a 5 minute walk away. The nearest train station is Victoria Park Station on the Mernda and Hurstbridge lines, this is a 20 minute walk away.
Medibank’s vision is to partner with our members in their health – and to get there we've conducted extensive research into member health journeys. We'll share how we approached this work, the triggers we found, and insights from our mapping of the complex relationships between members, providers, and Medibank. We'll also take you through the exercises used to get people thinking about their health and the opportunities around it. This engaging session will show you the tools of human-centred design in an applied context and how to tailor them to the job at hand.
We are Medibank – an integrated healthcare company providing private health insurance and health solutions to 3.7 million Australians.
Address: 720 Bourke Street, Docklands 3008
Public Transport: Catch the 86 or 96 Tram (Bourke Street) or any train to Southern Cross Station. Walk across the bridge toward Docklands and Medibank is the building on your left.
This workshop is specially tailored toward those transitioning into design. You might be from: change management, marketing, business analysis, or nearly any other professional role – but you all have transferrable skills. We'll show you the mindsets required for the tasks at hand and give you an initial immersion into the world of design. This is a very practical, hands-on experience, where you'll learn by doing and reflecting together afterwards.
We seek to improve the everyday lives of people as they interact with the world around them. Since 2009, we have worked with over 100 public and private sector organisations across industries such as finance, health, education, transport, the built environment, libraries and museums, government, telecommunications and infrastructure to do just that.
Address: Level 5, 105 Queen Street, Melbourne 3000
Public Transport: Catch the 86 or 96 Tram (Bourke Street) and get off at Queen Street (Stop 4). Meld Studios are a 2 minute walk down Queen Street. The nearest Train Station is Flinders Street Station.
Great designers naturally question everything, and today we ask the question: is another co-design workshop actually what you need? Rather than an approach that brings people from all walks of life into the design process, co-design is in danger of becoming a flavour-of-the-month, box-checking exercise. How do we avoid “workshop fatigue” and ensure our work with end users, stakeholders and experts is purposeful and valuable? How do we bring people into our process in a way that drives design forward whilst respecting their capacity and capabilities? We share our workshop war stories from over 600 co-design engagements (and we wanna hear yours too!) You’ll come away with principles and tools that ensure you co-design with purpose.
Portable is a digital design and technology company proudly born in Melbourne, Australia. For over a decade, Portable has been at the forefront of design and technology, working with governments and for-purpose organisations to drive change.
Address: 5 Easey Street, Collingwood 3066
Public Transport: From the city, catch the 86 tram (Bourke Street) toward Bundoora RMIT and get off at Johnston Street (Stop 19). Portable is a 5 minute walk away. The nearest train station is Victoria Park Station on the Mernda and Hurstbridge lines, this is a 15 minute walk away.
There are countless books and sites offering toolkits for service design. As practitioners, we all know that the real skill in using these tools is not in the what, but in the how and when. At Isobar we encourage each other to question, experiment, challenge and share so that we evolve and adapt our practice. Join our team on Saturday for some making, breaking, and debating. You’ll have a chance to explore ways to escape the straight jacket of a traditional service designer’s toolkit and reflect on whether breaking things supports growth in confidence and our craft.
Isobar is a global agency that transforms businesses, brands and people’s lives. We craft experiences that are meaningful, impactful and distinctly better, creatively unlocking the potential of organisations through our offerings in marketing, ecosystems, products and ventures, and business design. We design experience-led transformation.
Address: Level 4, 111 Cecil Street, South Melbourne 3205
Public Transport: Catch the 12 Tram (Collins Street) toward St. Kilda and get off at Stop 127 in South Melbourne. Isobar is a 5 minute walk away. The nearest Train Station is Southern Cross Station.
Join us for a series of ‘fire-side’ chats where you’ll get to hear from, and join in the conversation with, leaders and thinkers in Australian design to explore the topics that we believe are generating paradigm shifts in design – educating the designers of the future, the rise of the design-thinking monster, and the evolving ecosystems in business, to name just a few.
Craig Walker is a design and innovation studio providing world-class strategic, service and data design. We practice people-centred design, researching, making and collaborating with users to create better interactions, experiences and services. We are a team of craft-based, multidisciplinary designers, all specialists in our chosen fields. Visual designers, integrated product designers, researchers, illustrators and design consultants, we apply our skills and perspectives to create solutions that our clients can implement to generate growth and loyalty.
Address: Level 8, 850 Collins Street, Docklands 3008
Public Transport: Catch the 11 or 48 Tram (Collins Street) toward Docklands and get off at Stop D17. Craig Walker is a 2 minute walk away. The nearest Train Station is Southern Cross Station.
Whether it’s digital transformation in Singapore, HIV intervention in West Africa or rethinking family violence services in Australia, ThinkPlace uses a design-led, human centred approach to tackle the world’s most complex problems. That work starts by acknowledging such problems usually occur in complex systems, featuring interdependent and interconnected actors who have differing – at times competing – goals and motivations.
This enjoyable, highly-interactive session will give you granular insight into how we go about tackling such problems. Critical to the way we work is the idea of 'zoom'. We'll walk you through various techniques and approaches and you’ll get the opportunity to interact and engage with some of our bespoke tools and methodologies that zoom out to the systems-level design and zoom into the human-level requirements.
ThinkPlace is a global design network, founded in 2005, and which now extends to eight design studios across five countries. Our Australian studios are located in Melbourne, Canberra and Sydney. Founder John Body married his academic background in complexity and chaos theory to the then-emerging discipline of design thinking and these two traits continue to define us more than a decade later. We specialise in services such as strategy and policy design, digital and organisational transformation, capability building through education and Innovation/Amplified, our unique service that has helped organisations such as CSIRO and the Australian Renewable Energy Agency unlock or extend their capacity for meaningful innovation. Our clients are a mix of Government organisations, NGOs and forward-thinking businesses.
Address: Level 3, 360 Little Collins Street, Melbourne 3000
Public Transport: Catch the 19, 57 or 59 Tram (Elizabeth Street) and get off at Bourke Street Mall (Stop 3). Alternatively, catch the 86 or 96 Tram (Bourke Street) and get off at Bourke Street Mall (Stop 5). Think Place is a 2 minute walk away. The nearest Train Station is Flinders Street Station.
Come and see how we approach Service Design at Deloitte – and how the breadth of our capabilities make us different from other places. We’ll immerse you in a day in the life of our practice, sharing the lessons we've learnt from the field. We'll demonstrate the breadth of our design capability, and how Service Design works with other parts of Deloitte to bring diversity of thought and amazing outcomes for our clients. We'll take you through our process and project case studies, focusing on how we're using these capabilities to bring ideas and strategies to life.
Pioneered in Australia, Deloitte Digital is committed to helping clients unlock the business value of emerging technologies. We are creative, visionary minds of many disciplines who put future-forward thinking into projects that push the edges of digital technology. We’re a team of designers, strategists, creators, disrupters and technologists who combine a deep understanding of human needs with digital pragmatism to design and deliver world class systems, services and products.
Address: 550 Bourke Street, Melbourne 3000
Public Transport: Catch the 86 or 96 Tram (Bourke Street) and get off at William Street (Stop 3). The Deloitte Digital building is next to the tram stop. The nearest Train Station is Southern Cross Station.
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.
From helping people bank more easily to looking after their health, from travelling on holiday to making sure their house always has power. We work with organisations to ensure the services they provide enable people to get things done easily, so they always choose you first and receive the service they need.
Address: RMIT Experience Design Centre (XDC), Level 4, Building 10, RMIT University, 376-392 Swanston Street, Melbourne 3000
Public Transport: Catch the 1, 3, 5, 6, 16, 64, 67, or 72 tram along Swanston Street and get off at RMIT University (Stop 7). Building 10 is in front of you in the main campus. The nearest train station is Melbourne Central.