Abhishek Nair
Design Strategist
FedEx
Abhishek Nair is a Design Strategist at FedEx, a global leader in logistics. His expertise is shaped by an interdisciplinary background in engineering and product design. A graduate of Parsons School of Design, where he specialized in strategic design management, Abhishek is passionate about applying service design principles to drive innovation and enhance customer experiences.
At FedEx, Abhishek plays a key role in shaping the evolution of FedEx's core digital platform (fdx.com) and the broader customer experience. His work encompasses designing and growing product offerings, driving innovation across global experiences and developing internal generative AI applications. He also leads design culture transformation efforts to embed human-centered practices within FedEx.
Talk
Service Design as a Strategic Compass: Guiding Large Organizations Through Regulatory Shifts
Large organizations often struggle to respond effectively to sudden regulatory changes, leading to disruptions in operations and negative impacts on customer experience. This presentation explores how service design can be a strategic tool for navigating such disruptions, moving beyond a purely compliance-driven approach to one that prioritizes customer needs and business resilience. Drawing on a case study from the logistics industry, this talk will examine the key challenges that hinder large organizations from adopting service design in this context, including siloed structures, lack of agility, technology limitations, and culture gaps. Importantly, the case study will highlight how service design can create a regulatory-agnostic "north star" experience, empowering teams to adapt and tailor solutions to diverse and evolving regulatory landscapes.