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User Experience at Hello Erik

A Great Service Experience Conference 2014

Posted November 23, 2014

The Adaptive Path Service Experience Conference 2014 has wrapped up! There was a fantastic lineup and some really great talks. There is a rapidly growing inertia behind service design across both the digital and physical.

This was my first time talking at an Adaptive Path event, and it was a really great experience in itself. I spent months preparing and putting together the story. I had advanced notice of the talk, so I took copious amounts of notes and pictures of what we were doing at Intuit with our service design odyssey. It really turned out to be quite a story. 6 months for 30 minutes. Measure twice, cut once.

Adaptive Path were great hosts of course, things ran really smoothly. I hope to be able to do it again. I met a lot of great people, it is fulfilling and satisfying to connect with people who are interested in the same thing – the burgeoning field of service design and how it is, and should, be blurring and removing the lines between the digital and physical.

It was clear to me that the theory behind service design is the way of the future for any organization who offers a human experience. It’s not restricted to just traditional, clearly defined “service” based offerings like a hotel or museum. This works for anything that people experience in any sort of journey across different contexts and time periods. The end to end design of what you want to offer and the experience you want to enable can’t do without it. All the people in the room and who were passionate about this are the future of companies who want to be extremely competitive in the modern world.

And then of course there were the illustrations. I wasn’t sure how slides with zero words on them would play out, but the audience seemed to dig it, and afterwords many people had comments on how much they liked all the little space creatures who told the story in lieu of bullet points. Maybe they’ll make a return in the future. Would be a shame to waste them on just one presentation. Thanks to David Hallangen the artist for getting all these together in what was probably a pretty short timeline.


I love all things experience design. I work as a Principal Service Experience Designer at Intuit in Mountain View, CA.

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