Speakers
Joe Heapy
Engine Service Design
Joe Heapy is Co-founder and Director of Engine Service Design. Engine believes that everyday services shape our relationships with people and organisations and therefore it's worth designing them well. Since 2000, Engine has been applying design thinking and doing to the challenges of service organisations to improve and innovate services and develop capabilities. Joe has worked with many of Engine's clients across sectors to improve business performance and the experiences of service users. At Engine Joe leads the development of the public sector practice that continues to scope a role for designers in improving people's lives through the organisations of government, public service, social enterprise and the citizen sector.
Keynote: "Make yourself useful", Mo. 26.10.09, 9:45 am
Lavrans Løvlie
live|work
Lavrans Løvlie is a founding partner of live|work and director of their Nordic office in Oslo. He set up live|work with Chris Downs and Ben Reason in 2001. As a founding partner in live|work, Lavrans has led service innovation for some of the most influential organizations in the world, both in the private and public sectors. He is a board member of the Norwegian Design Council and has served on the committee responsible for the new British Standard for Service Design. Lavrans has studied at the Rhode Island School of Design (US) and Royal College of Art (UK) and lectured at universities across Europe.
"Service Design, a matter for International Security", Mo. 26.10.09, 10:30 am
Bas Raijmakers
STBY
Bas co-founded design research company STBY (Standby) in London and Amsterdam with dr. Geke van Dijk. STBY focuses on social research for design and innovation for clients in industry and the public sector, often as a part of larger service design projects. Recently he worked on mobile phone service concepts, urban regeneration and health care. Bas has a background in cultural studies and the early days of the internet industry, and has always been fascinated by how we all appropriate media and technology in our everyday life. He holds a PhD in Design Interactions from the Royal College of Art.
"How sticky research drives Service Design", Mo. 26.10.09, 11:30 am
Andreas Sommerwerk
Creation Center, Deutsche Telekom AG
Andreas is a designer who works closely with customers and product managers to shape future service design concepts both for the mobile ands the fixed line business of Deutsche Telekom. In the past year he has been setting up a platform for consumer oriented innovation development at the T-Mobile Creation Center in Berlin. Previous to joining T-Mobile, Andreas worked for the mobile communications division of Panasonic Design Company Japan. He holds an MA in product design from University of Applied Arts Vienna.
"How sticky research drives Service Design", Mo. 26.10.09, 11:30 am
Julia Leihener
Creation Center, Deutsche Telekom AG
Originally trained as a product & process designer, Julia has been active in the development of consumer oriented future visions for the mobile communications industry for more than 5 years. Exploring and interpreting the impact of new technology on society in academic (University of the Arts, Berlin/ Royal College of Arts, London) as well as in industrial context (Product Visionaires - Siemens BenQ Mobile, Berlin/ Creation Center, T-Mobile International/Telekom Laboratories, Berlin) is her focus. Design research methods, idea creation for innovative service and product concepts, critical design & communication strategies are part of her skills.
"How sticky research drives Service Design", Mo. 26.10.09, 11:30 am
Indri Tulusan
Spur | Insights Ideas Innovation
As director and service designer at Spur, Indri is an expert in transforming consumer insights, technology innovation and brand vision into into desirable user-experiences. She has over eight years of experience in conducting design innovation projects in Europe, USA and Asia for leading technology firms such as T-Mobile and Nokia. Previously, Indri was co-founder and creative director of the service design consultancy TEKO in London with Hewlett Packard, Orange, NHS among her clients. She is educated in Medical Science and Product Design and holds an MA from the Royal College of Art.
"How sticky research drives Service Design", Mo. 26.10.09, 11:30 am
Petra Turkama
Center for Knowledge and Innovation Research (CKIR), Helsinki School of Economics
Petra Turkama has a vast international experience in technology and innovation management both in corporate sector (Nokia 1998-2009), and academia (Nanyang University of technology, Helsinki School of Economics 2006-2009). Currently, Petra Turkama heads a research team focusing on systemic innovation through human-centric, demand and user-driven open innovation ecosystems. Her main research interest is Information Technology Management, Systemic Innovation and Knowledge Networks.
"Deep Co-creation, challenges for designing services in a networked innovation environment" (Parallel Session), Mo. 26.10.09, 2:00 pm
Jari Halonen
Human-Centered Technology (IHTE), Tampere University of Technology
Jari Halonen has wide experience in web service production and project management especially in the corporate sector (2002-2008, WSOY, publishing company), and in various municipality projects in several positions (1998-2002). He is currently a Project Manager and Researcher in IHTE and focused researching service user experience. His main interest in research is how people learn to use web services and mobile devices. He also is a workpagage leader in the project Tekes Flexible Services, User Driven Open Innovation (UDOI).
"Deep Co-creation, challenges for designing services in a networked innovation environment" (Parallel Session), Mo. 26.10.09, 2:00 pm
Birgit Mager
Köln International School of Design and sedes research
Birgit Mager is professor of Service Design at Köln International School of Design. She is co-founder of the Service Design Network andeditor of "Touchpoint", the first Service Design Journal worldwide. Birgit is also the founder and CEO of sedes-research and responsible for internatinoal projects, lectures and consulting. Current clients include Swisscom, Mobilcom Austria, Deutsche Bank, Compass Group, Ferrero, Haufe and Lexware and others.
"Service Design Fundamentals" (Parallel Session), Mo. 26.10.09, 2:00 pm "Service Design and Behavioral Change", Tue 27.10.09, 9:45 pm
Julia Schaeper
NHS Institute for Innovation and Improvement
Julia Schaeper is a Service Designer and Associate at the NHS Institute for Innovation and Improvement, UK. Being an advocate of design within the NHS Institute, Julia promotes and uses design methodologies within health, focusing on improving the patient’s experiences of care. Before joining the NHS Institute, Julia worked as a Service Designer at Engine, helping private and public sector clients innovate their service offering. She has worked on service innovation projects for several companies including Mercedes-Benz, Norwich Union, Orange, AA, Dott 07, East Lincolnshire Primary Care Trust, Bucks County Council and Kent County Council.
"Moving forward - learning from the health sector" (Parallel Session), Mo. 26.10.09, 2:00 pm
Ivan Bursztyn
Federal University of Rio de Janeiro
PHD Candidate at the Production Engineering Program at the Federal University of Rio de Janeiro and visiting researcher at Politecnico di Milano in the research unit Design and Innovation for Sustainability, supported by CAPES, Brazialian Government Agency. Is member of the research groups on “Tourism and Social Development” and “Service Design and Social Innovation” (DESIS), coordinated by the first author. His main research themes are social innovation, community-based tourism, information and communication technologies, interaction design, strategic design, service design and design for local development.
"Practice of service design for tourism initiative: the quality of interpersonal relationships as design requirement" (Parallel Session), Mo. 26.10.09, 3:00 pm
Miia Lammi
MUOVA
Miia Lammi works as Development Manager at Western Finland Design Centre MUOVA, which is run jointly by University of Art and Design Helsinki and University of Vaasa. Her responsibilities include research projects and development of Creativelab, which is an innovation space of co-design. Creativelab offers services for companies and other organisations and works as a research and educational platform. Miia’s background is in communication studies with multimedia systems and technical communication as a main subject. She is especially interested in creative and cooperative methods for innovation.
"Service Design challenges Designers’ Competence" (Parallel Session), Mo. 26.10.09, 3:00 pm
Asier Perez
Funky Projects
Asier is founder and director of Funky Projects. Funky Projects works internationally to produce social and cultural transformations through innovation, fun and sophistication in order to abandon conventions, univocal and the out-of-date. Funky Projects is an ideation company for strategic creativity and experience design. Asier holds a degree in Fine Arts and postgraduate from Nantes Arts School (FR). He had an intense activity as international contemporary artist between 1990 and 2002, when he set up Funky Projects. He is a regular lecturer in different universities and organizations. He is very engaged in how social participation takes place and the knowledge produced by these processes.
"Co-creation sucks" (Parallel Session), Mo. 26.10.09, 3:00 pm
Lucy Kimbell
Saïd Business School, University of Oxford
Lucy Kimbell is Clark Fellow in Design Leadership at Saïd Business School, University of Oxford. She teaches Design Leadership on the MBA and researches design for service and managing as designing. In 2007-8 Lucy led a multidisciplinary academic research project exploring service design funded by the UK’s AHRC and EPSRC. With a background in interaction design and live art, Lucy works at the intersection of designing and organising. As a designer and design manager, Lucy has worked on software and mobile projects for corporate and non-profit clients. Recent exhibitions include Making Things Public (2005) and Imagining Business (2008).
"Service-dominant logic and design for service"(Parallel Session), Mo. 26.10.09, 3:00 pm
Shelley Evenson
Microsoft
Shelley Evenson is a principal, user experience designer at Microsoft. Shelley has been an Associate Professor at Carnegie Mellon School of Design, where she was also the director of graduate studies. She teaches in the area of interaction and service design, including Designing for Service, Introduction to Interaction & Visual Interface, and Graduate Design Studio courses.
"Health Service Design" (Parallel Session), Mo. 26.10.09, 3:00 pm
Bruce Tether
Imperial College London, Imperial College Business School, Design London and AIM
Bruce Tether is Professor of Design and Innovation at Imperial College London, the leader of the design-innovation research team at Imperial College Business School, the Research Director of Design London - a joint venture between Imperial College and the Royal College of Art (RCA), and a Fellow of the UK's Advanced Institute of Management Research (AIM). His research interests focus on designing and innovating services, and the evolution of professional services, especially those in design and engineering. Bruce Tether has served as a expert to the European Commission (DG Enterprise), the UK Government's Department of Business Innovation and Skills, and The Royal Society.
"Service Design 2020: Foresighting the future of service design and the role of competition, cooperation and legitimation", Mo. 26.10.09, 4:15 pm
Ileana Stigliani
Imperial College London and Design London
Ileana Stigliani is a Research Associate in Design London and the Innovation and Entrepreneurship Group at Imperial College Business School. Ileana joined Design London and ICBS in March 2009, after completing her PhD thesis on “The Material Side of Creativity: Artifacts and Aesthetics in Product Design” at Bocconi University, Milano. For her thesis she conducted a ten-month ethnographic research in a world leading design consultancy located in Boston, MA, where she was also a visiting scholar at the Sloan School of Management of the MIT. Ileana’s current research project explores the emergence of service design.
"Service Design 2020: Foresighting the future of service design and the role of competition, cooperation and legitimation", Mo. 26.10.09, 4:15 pm
Jon Campbell
continuum
Jon has 10 years of experience defining and building brands. As a senior brand strategist with one foot firmly planted in the world of business and the other in the world of design, he strives to bridge the two to help develop innovative products and services that are valued by the user and profitable to the organization. Prior to Continuum, Jon served as manager, prospect marketing, at Harley-Davidson Motor Co., overseeing lead generation, lead nurturing and interactive programs focused on the acquisition of new customers and development of compelling customer journeys. He also spent time at ad agency Cramer-Krasselt working on brand strategy, marketing communications and new product development. Jon holds a Master of Design Methods degree from Chicago’s Institute of Design and a BA in journalism from the University of Wisconsin.
"Motivating Employees to Drive Consumer Experience" (workshop), Tue. 27.10.09, 11:15pm
Craig LaRosa
continuum
Craig has been creating compelling brand experiences for over 15 years. He understands how to translate the emotional needs of the user and the functional needs of the brand into a holistic, ownable experience that connects organizations and the people who rely on them. An emerging leader in the nascent field of Service Design, Craig is passionate about designing services with intention, orchestrating the material and experiential aspects of a customer’s brand journey to build a long-term and positive relationship.
Craig is a Principal at Continuum, a global innovation consultancy. Prior to Continuum, Craig spent 8 years as a Studio Director at WalkerGroup (now Fitch). Over the years he has worked with a breadth of brands, as diverse as Cervelo, Sprint, Sam Adams, Tim Horton’s, Playboy, Lladro, Motorola, Sundance, Pepsi and The Vatican. He holds a Bachelors of Industrial Design from Syracuse University.
"Motivating Employees to Drive Consumer Experience" (workshop), Tue. 27.10.09, 11:15pm
Stefan Holmlid
Linköping University
Stefan Holmlid is asssistant professor of Interaction and Service Design at Linköping University in Sweden. Since 2003 he has been running several Service Design research projects, with a focus on user involvement and design techniques in service development and innovation projects. Research is currently carried out with design firms Transformator and Struktur Design, and among others, Ericsson, SMHI, Swedish Customs, healthcare organisations and printed electronics. He has been teaching studio based courses in Service Design since 2003 and interaction design since 1997, and initiated Summer Design Offices in Linköping in 2007.
"Learning from Failure" (workshop), Tue. 27.10.09, 11:15 pm
Jamin Hegeman
Nokia Design
Jamin Hegeman is a senior designer at Nokia Design in San Francisco, where he works across the Nokia organization to define new services, experiences, and business opportunities. His 13 years of experience includes being a journalist, editor, web developer, interaction designer, teacher, and business owner. He has a masters in design with a focus on interaction design from Carnegie Mellon University, and a degree in poetry writing from the University of Pittsburgh. Jamin has been on the Service Design Network planning board for the 2008 and 2009 conferences. He also directed CMU’s Emergence service design conference in 2007.
"Learning from Failure" (workshop), Tue. 27.10.09, 11:15 am
Mary Rose Cook
Uscreates
Mary Rose Cook is the co-founder of Uscreates, a creative agency that uses collaborative approaches to change public behaviours for a better society. Before Uscreates, Mary Rose worked as a freelance designer and design consultant with clients such as BT, Faculty of Education at Cambridge University and Channel 4. Alongside her work, she set up a design collective Us&Us, with Zoë Stanton and &Made, working on interactive installations. Mary Rose studied design at Goldsmiths College and produced work that won her the title of ‘New Designer of the Year’ in 2005. She has since returned to education to carry out research for a PhD which investigates the market for the design industry, created by the current practice of social sustainability.
"Interdisciplinarity in Co-Design" (workshop), Tue. 27.10.09, 11:15pm
Joanna Choukeir
Uscreates
Joanna Choukeir is a communication designer with over nine years of practical experience in social development projects in the UK, Europe, The Middle East and The United States. Her work at Uscreates entails co-designing interventions, services and campaigns for positive behaviour change. Joanna completed her BA in Graphic Design at Notre Dame University in Lebanon, her MA in Graphic Design at the London College of Communication, and is currently pursuing her PhD research in communication design methods for social integration, at the University of the Arts London.
"Interdisciplinarity in Co-Design" (workshop), Tue. 27.10.09, 11:15pm
Oliver King
Engine Service Design
Oliver King is a cofounder and director of Engine, one of the UK’s leading service design consultancies. Engine specializes in helping organizations in the private and public sector identify and deliver service propositions to better connect with their customers. Current clients include Virgin Atlantic, Philips, the BBC, Mercedes-Benz, Nokia, Bupa, Kent County Council, the NHS, and the Department for Children, Schools and Families.
"Selling Service Design" (workshop), Tue. 27.10.09, 11:15 pm
Valentina Nisi
University of Madeira
Valentina Nisi holds a PhD on Location Aware Narratives and an MSc in Multimedia Systems by Trinity College Dublin (TCD). From 2006 till 2008 Valentina has been working as a designer and producer of Location Based Mobile Stories between Ireland and the Netherlands. Previously she worked with Glorianna Davenport at MediaLabEurope MIT research partner and at Trinity College Distributed Systems research group with Dr. Mads Haahr researching the potential of wireless mobile technologies and audiovisual non-linear narratives. Valentina is currently Assistant Professor within the CMU/Portugal program at the University of Madeira where She is teaching Service Design and Embodied Interaction.
"Funchal Urban Stories" (Parallel Session), Mo. 27.10.09, 2:15 pm
Ben Reason
live|work
Ben is a co-founder of live|work and over the past eight years has directed his passion for social impact projects into delivering successful change for the public sector. Ben graduated from Liverpool John Moores University in 1994 with a BA in Fine Arts, following this 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. He works closely on Service Innovation for the NHS Innovation Institute, The Design Council and the Cabinet Office. In 2009, Ben was voted one of the Top 20 most influential designers in IKON magazine. Ben has provided strategic guidance and project delivery management on a range of high profile public sector projects for organisations.
"Mind you own business - Service Design in B2B context" (parallel session), Tue. 27.10.09, 2:15 pm
Andy Polaine
Lucerne School of Art and Design
In 1994, Andy Polaine co-founded the award-winning new-media collective Antirom in London working with clients such as the BBC, Levis and The Science Museum as well exhibiting several interactive installations and performances around the world. Andy was also a producer, Razorfish, in the UK before moving to Australia where he started the interactive department of visual effects company, Animal Logic. He was Senior Lecturer in Interactive Media at The University of New South Wales, Sydney and formerly the Head of the School of Media Arts there before moving to Germany. He is now Research Lecturer in Service Design at the Lucerne School of Art and Design in Switzerland. "Blueprint+ : Developing a tool for Service Design" (parallel session), Tue. 27.10.09, 2:15 pm
Adrienne Schäfer
Competence Center Services Management , Lucerne University of Applied Sciences and Arts
Adrienne Schäfer, PhD, graduated in Economics and Social Sciences at the University of Augsburg, Germany. She worked for Daimler in Stuttgart and Zurich, and for Mercedes-Benz USA, carrying out mainly projects in After-Sales and CRM. In 2004 she joined the Lucerne University of Applied Sciences and Arts and directs the Competence Center Services Management. She teaches Marketing, Management and Service Innovation. Service innovation is her field of research activity.
"Performing Arts and Service Design" (parallel session), Tue. 27.10.09, 2:15 pm
Adam Dole
Method Inc.
By facilitating a research-based human-centered design process, Adam brings expertise and experience in helping companies define underlying problems and explore new opportunities for growth. As a design researcher, Adam has led research efforts for clients such as Sony, Visa, and Microsoft. Most recently, Adam has been spending time exploring his passion for changing the perception of health care.
Adam holds a B.S. in Communications from Syracuse University and is currently pursuing his MBA in Design Strategy from California College of the Arts, a new MBA program that emphasizes innovation at the core of its curriculum.
"Creating Customer Tribal Affiliation" (parallel session), Tue. 27.10.09, 3:15 pm
Tine Park
Designit
Tine Park is a strategic design consultant with Designit, Scandinavia's largest integrated strategic design consultancy, with offices in Copenhagen, Aarhus, Munich, Oslo, Paris and Shanghai. By combining human needs with business strategy, Designit acts as an agent of change for businesses and society. Tine has an MA in Industrial Design from Aarhus School of Architecture, Denmark. She has also studied anthropology at the University of Copenhagen, Denmark. Her focus is user-driven innovation and life-improving design.
"A Service Design Project at Odense University Hospital" (parallel session), Tue. 27.10.09, 3:15 pm
Jurgen Faust
Media and Communication MHMK Munich and Istituto Europeo di Design (IED) Milan
Prof. Jurgen Faust is Dean at MHMK media and communication University in Munich, where he teaches Design and Media Theory. He is also CAO at the Istituto Europeo di Design (IED) in Milan, Italy, Former Professor at Monterrey Tecnologico, Mexico, and Professor, Chair of TIME Digital Media department and Dean of IM Environment Cleveland Institute of Art, USA. Jurgen Faust has been doing extensive research within the translation of design thinking into other domains like business, management and services and has shown his artistic work widely in Europe and United States.
"Service Design in Product Service Systems for small an medium sized enterprises" (parallel session), Tue., 27.10.2009, 3:15 pm
Thomas Schönweitz
Media and Communication MHMK Munich
Thomas Schönweitz has studied Media Design at the MHMK, Munich and Business Informatics at the University of Regensburg. He has successfully created interdisciplinary design solutions in fashion, retail and the financial sector for EVISCO AG, brainwaves KG and as a freelancer. He specializes in process-oriented design projects and project management challenges. In 2008, Thomas was involved in an experimental Service Design project that focused on creating packaging concepts for services.
"Service Design in Product Service Systems for small an medium sized enterprises" (parallel session), Tue., 27.10.09, 3:15 pm
Helmut Aschbacher
CAMPUS 02
Helmut Aschbacher has graduated from a school for higher technical education 1995 and holds a Master degree in IT and IT-Marketing from CAMPUS 02 University of Applied Sciences (2004) in Graz and a Master ´s degree in Telematics from Graz University of Technology (2009). Furthermore he has been Certified Management Consultant (ISO 17024) since 2009. Since 1997 he is IT professional and has gained a wealth of experience in IT project management. Since 2006 he has been working as a full-time lecturer at CAMPUS 02.
"The use of business intelligence and data mining for improving the detection of customer needs in service engineering", Tue., 27.10.09, 3:15 pm
Ernst Kreutzer
CAMPUS 02
In Addition to studies in Engineering Geology and Mining Ernst Kreutzer holds a Master degree in Marketing and International Management from the University of Applied Sciences, CAMPUS 02 in Graz and a Master degree in Process Management from the Danube University. Since 2002 he has been working as a full-time lecturer at the CAMPUS 02 and is specialized on Service Engineering and New Service Development especially for small and medium sized enterprises. As Head of the Department in IT and Business Informatics in Graz at the CAMPUS 02 since 2006, Prof. Kreuzer has built up the Research Group in the fields of Service Engineering to now consist of two other Professors, three senior lecturers, and two PhD students.
"The use of business intelligence and data mining for improving the detection of customer needs in service engineering", Tue., 27.10.09, 3:15 pm
Tamsin Smith
Engine Service Design
At Engine, Tamsin has worked across projects for Vodafone, BBC, BAA, Transport for London, P&O and Eurostar. Recent work has called on her expertise in contextual research, customer journey mapping, developing service frameworks and proposition development. Shen has a background in design research and a first class degree in user-centered Product Design from The Glasgow School of Art. Prior to joining Engine, Tamsin worked in the UK Design Council’s Design Knowledge team developing tools for designers and applying service design principles to the Design Council’s internal systems. Tamsin has also worked in user research at PDD and Instrata. Tamsin is passionate about understanding people and culture in order to use design to improve people’s lives.
"Confessions of a Service Design Researcher", Tuesday, 27.10.2009, 4:45 pm
Mark Jones
IDEO
As the lead for Service Innovation for IDEO Chicago, Mark works closely with service companies seeking to reinvent how they serve their customers. Mark’s extensive design background and his broad experience in qualitative and quantitative research methodologies allow him to uncover user issues and convert them into actionable design requirements. Recent projects include retail banking, disease management and rethinking how a major internet presence serves its customers. Mark has a BA in Fine Arts from Amherst College, an AAS in Fashion Design from the Fashion Institute of Technology, and a Master of Design from the Institute of Design at the Illinois Institute of Technology where he currently teaches Service Design.
"Do you really need that iPhone App?", Tuesday, 27.10.2009, 5:15 pm
