Conference Program
The conference will continue with its 3-day format, starting on October 15 with workshops, followed by two full days of a brilliant program around the theme: “Business Transformation by Design: Leading Modern Organizations through Service Design”.
Alongside the main program, our conference features a variety of additional events that make your experience even more memorable. From pre-conference virtual sessions and member-only gatherings to lively evening socials, there are plenty of ways to connect, learn, and unwind.
Be sure to visit the Program+ page for details on what’s included with your ticket and what may need separate registration, and check back often since new events are added regularly. Explore the Program+ page here↘.
*Conference tickets include attendance on the conference days (October 16-17) but do not include the workshop day (October 15). Workshop tickets must be purchased separately.
We'll be wrapping things up with a closing event! If you can stick around on Friday, please make sure you register for a ticket that includes the closing event.
Conference Day 1
→ Wednesday, October 15
Workshops
Before the main stage lights up, dive into hands-on learning and collaborative exploration during our workshops on conference day 1.
Led by seasoned practitioners and thought leaders, workshops offer you the chance to deepen your practice, explore emerging tools and methods, and connect in smaller, focused groups.
Whether you’re looking to sharpen specific skills or gain fresh perspectives, our workshops provide the opportunity to roll up your sleeves, share experiences, and co-create with the global service design community.
Please note that workshops are not included in the conference ticket price.
Conference Day 2
→ Thursday, October 16
8:00 AM -
8:45 AM
Registration
8:45 AM -
9:15 AM
Opening Remarks
(Main stage)
9:15 AM -
10:00 AM
Keynote
(Main stage)
Finding Our Way: What’s Next for Design and What to Do About It
10:00 AM -
10:30 AM
Morning Break
Portfolio Review (Lounge)
--
On-site only
10:30 AM -
11:15 AM
Talk
(Main stage)
From Projects to a Practice: Using Journey Management to Transform Experience Design and Delivery in Healthcare
11:30 AM -
12:15 PM
Talk
(Main stage)
Service Design at Chase: A Seat at the Table
12:15 PM -
1:00 PM
Lunch
The Pixel Debate
(Main Stage)
--
Judgment under pressure, thinking made visible
--
Design belongs in the boardroom
For: Antonio Cesare Iadarola, Ph.D, VP User Experience and Service Design Lead @JPMorgan Chase & Co
Against: Jamin Hegeman, Executive Partner @ Harmonic Design
1:00 PM -
1:45 PM
Talk
(Main stage)
From the Trenches to the Table: Service Design's Ascent in a Fortune 500 Company. The chronicles of Equinix's transformative journey of embedding service design at the heart of the global strategy
1:00 PM -
1:45 PM
Talk
(Lounge)
Scaling Collaboration: The Advantages and Disadvantages of a Growing Organization
On-site only
2:00 PM -
2:45 PM
Talk
(Main stage)
Service Design as a Strategic Compass: Guiding Large Organizations Through Regulatory Shifts
2:45 PM -
3:15 PM
Afternoon Break
Line Dancing
(Main Stage)
--
Lead by Gwen Krage
On-site only
3:15 PM -
4:00 PM
Talk
(Main stage)
Scaling Service Design: How Zillow is Integrating Digital and Human Experiences
4:00 PM -
4:10 PM
Talk
(Main stage)
Service Design 2.0: Redefining Design Education for a World in Transition
4:10 PM -
4:45 PM
Service Design Award
(Main stage)
The Award recognizes work of exceptional standard in the field of Service Design in three categories: professional commercial, professional non-profit / public, student.
4:45 PM -
5:00 PM
Closing Remarks
(Main stage)
Conference Day 3
→ Friday, October 17
9:15 AM -
10:00 AM
Talk
(Main stage)
10:30 AM -
11:15 AM
Talk
(Main stage)
11:30 AM -
12:15 PM
Talk
(Main stage)
12:15 PM -
1:00 PM
Lunch
The Pixel Debate
(Main Stage)
--
Judgment under pressure, thinking made visible
12:15 PM -
1:00 PM
Student Lunch with Speakers (Lounge)
2:00 PM -
2:45 PM
Talk
(Main stage)
3:15 PM -
4:00 PM
Talk
(Main stage)
4:00 PM -
4:45 PM
Keynote
(Main stage)
7:00PM - 11:00PM
Closing Event
