IxDA NYC and SDN New York Present: Service Design in Practice

Peter March
Event date: 
September 27, 2012 - 5:30pm - 7:30pm
13 Crosby Street, 6th Floor
New York, NY
United States
See map: Google Maps
New York IxDA
Event description: 

Experience and interaction designers know the importance of considering experiences holistically and across touchpoints. We know that people don't function in siloed channels. However, we rarely get the opportunity to put this belief into practice, and poor experiences still outnumber the great ones. Why? Insufficient access to the right stakeholders, poorly defined and complicated design problems, and lack of client understanding of the value of holistic design are some common culprits.

Service design is an explicit methodology to tackle those challenges: it attempts to solve complex and broad design problems through looking at who’s involved; what systems, processes, and communications are in place; where they occur; and where things fall apart.

Chelsea Mauldin, executive director of the not-for-profit Public Policy Lab, and Laura Keller, Director of XD Strategy at NTT Data, will share two service-design case studies, one public and one private. Chelsea will describe the value and context for service design work in the public sector and present a project currently underway with a New York City government agency to improve services for affordable housing. Laura will discuss sample insights, deliverables, and lessons learned from a project she led where a large healthcare company aspired to be customer-centered and overhaul how approximately 100,000 internal customers interact with the organization's business services (finance, facilities, human resources, etc.), considering person-to-person, digital, IVR, and physical space. Both speakers will provide an overview of service design concepts.

Following the presentations, attendees will have ample opportunity to ask questions and discuss service design methods, as well as similarities and differences to UX and IxD.

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Register For the Waitlist: http://bit.ly/S5fSdb
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- People who practice service design or who are interested in learning more
- UX professionals, particularly those who do strategic experience design vs. interface design
- People responsible for developing product and service concepts

Even if you don't currently do service design, UX professionals who want to broaden the context in which they have influence can leverage the practices of service design. Attendees will learn:
- What service design is overall
- Methods for gaining and communicating service insights and recommendations
- Challenges associated with service design in practice 

6:30 - 7:00 Welcome, networking
and refreshments
7:00 - 8:00 Presentation

8:00 - 8:30 Networking

Thursday, September 27th 2012
6:30pm - 8:30pm



IMPORTANT!! Seats are limited, so you must have a ticket to attend. Please only RSVP if you know you can attend.

Cancellations: Please email us (nyc.ixda@gmail.com) as soon as you know you cannot use your ticket. We'll release your seat for one of your fellow practitioners and generate good IxD karma for all involved!


Chelsea Mauldin is director of the Public Policy Lab, a New York City nonprofit dedicated to improving the design and delivery of public services. She works with government agencies to identify service-design challenges, then assembles teams that translate complex policy considerations into pragmatic, replicable solutions through research, design prototyping, testing, and documentation. She also maintains a consulting practice, Mauldin Content, offering strategic planning and communications assistance to public-sector clients. Previously, Chelsea led urban-design and economic-development initiatives as director of the Montague Street BID; as deputy director of the Design Trust for Public Space, she oversaw strategic design-policy projects with New York City agencies. She is a graduate of U.C. Berkeley and the London School of Economics.

Laura Keller has over 10 years of experience focuses on representing the customer for any interaction with a brand through actionable, business-impacting insight gathering. In Laura’s role as Director of Strategy at NTT Data, she has served as oversight on multiple cross-channel experience design strategy engagements for our clients. Her passion and expertise lies specifically with helping clients design services. Clients include AstraZeneca, Hachette Book Group, Prostate Cancer Foundation, NBA, Glaceau.

She writes for UXMatters in her column, Service Design: Orchestrating Experiences in Context and has been published in SDN’s Touchpoint the Journal of Service Design, User Experience Magazine, Communication Arts, and Johnny Holland.  She is also a co-founder of the United States SDN Chapter: Northeast. She has presented service design at IxDA New York City, Usability Professional Association's International Conference, and IxDA New Jersey.


Moment is an interaction design firm. We design products and services for the web, mobile devices, and emerging platforms. www.momentnyc.com

IxDA’s mission is to improve the human condition by advancing the discipline of Interaction Design. To do this, we foster a community of people that choose to come together to support this intention. IxDA relies on individual initiative, contribution, sharing and self-organization as the primary means for us to achieve our goals. IxDA comprises over 10,000 members, and many meet at events like this one in over 80 locations worldwide. If you or your friends are based in the suburbs or further from New York, you can find contact information for other local groups on the ixda.org site.

The Service Design Network is an international professional and academic network dedicated to advancing and strengthening the knowledge and practice of service design worldwide.  The SDN seeks to advance service design as a tool to answer contemporary social, economic, and environmental challenges, to create demand for service design in organizations, and develop and share service design knowledge and practice.

The New York Chapter of the SDN was founded in early 2012.  To learn more, send an e-mail to ny@service-design-network.org.

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Register For the Waitlist: http://bit.ly/S5fSdb
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