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User Experience at Hello Erik

O’Reilly Conference 2016 – Demystifying Service Design

Posted December 22, 2015

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I am happy to announce I will be speaking at the O’Reilly Design Conference this year! A topic close to my heart, I am going to be telling a story about how service design has started to spread through Intuit and extend our design culture to adopt new practices and drive our company forward into a service based world.

But before any of that can happen, the idea of service design has to be “demystified” itself. So come to the session and hear a story about how we’re applying service design, what it means to a company in the technology sector, and a dive into a case study of how we’ve successfully implemented service design in an ecosystem-wide project!

This is an all new talk just for you – if service design is new to you and you want to know where to start, or if you’re a service design champion trying to build capability, come hear Intuit’s tale.

Check out the talk page here and sign up. Here’s the abstract

Service design is a growing focus and businesses large and small are trying to integrate the practice into both their design practice and business culture.

An organization must learn what service design is, and at the same time become inspired to be a part of the journey to adapt the way we work to fit with service design. The change management around service design seems like it would be rooted in design and user experience, but it turns out that introducing service design into complex organizations is a business endeavor as much as it is a product and design one.

To be successful in building that service design capacity, those who are invested in its success must first illustrate why it is valuable to the organization, how it benefits the customer, and what exactly “doing service design” means in a place that hasn’t done it before.

This talk will take from Erik’s journey of building service design capacity at Intuit, blending a story of how he’s doing it along with practical insights into what has succeeded, what has failed, and how the company has grown along the way.

Register NOW!

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

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