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Teaming with AI - 10 Principles for integrating AI into SD teams responsibly and effectively

Discover how integrating AI into service design teams might impact team composition, workflows and expands their impact. This talk will explore 10 actionable principles for navigating AI's transformative role and how they apply to the impact service design teams have in their organisations and communities.

#newwork #teamingwithai #reinventingservicedesign

Markus Edgar Hormess




Markus Edgar Hormess

Partner at WorkPlayExperience, Co-author This is Service Design Doing

Markus Edgar Hormeß is a well-known consultant, practitioner and educator in the field of service design and design thinking. In his daily work, Markus helps organizations tackle complex business problems and make team cultures more agile and human-centered. The focal point of his work is strategic prototyping, where he constantly pushes the boundaries of what a dedicated team can achieve with limited resources.

Markus is a strong believer that we should break down the perceived boundaries between technology, design and business – and that cheap experiments and prototypes are efficient tools to move your company, your strategy, your team, or your project forward. Based on this mindset, he has shaped multi-year programmes to help multinationals shift towards a more hands-on, pragmatic and effective approach to customer experience and innovation.

Markus has a passion for good design, human technology, practical experiments, authentic services, and playfulness in all things. He is co-Founder of WorkPlayExperience, a service innovation consultancy which helps organizations worldwide change how their staff, partners, and customers work together – and – how they can strategically discover and create new products and services. His practice builds on his experience of service design and business consulting, and on his background in theoretical physics.

In 2010, Markus co-initiated the world’s biggest service innovation event: the award-winning Global Service Jam. This was soon followed by the Global Sustainability Jam and the Global GovJam, and Markus has been a leading figure in establishing the culture of experimentation and prototyping which Jammers worldwide call “DoingNotTalking”.

Markus co-wrote “This is Service Design Doing” and “This is Service Design Methods”, top-selling books which have become the standard reference books for many practitioners and academics. He teaches service design, innovation, and sustainability at various universities globally, and is adjunct professor for service design thinking at IE Business School in Madrid.

In 2023 he co-initiated the Teaming with AI conference and community. His growing interest centers on how AI influences our approach to teamwork and collaboration, as well as the broader impacts on innovation and the development of strategies that are resilient in the face of future challenges.

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