Online - London, United Kingdom

Organised by Tech Circus

Much like UX designers, service designers look into the user's experience of a websites touch-points. But they also shape how those touch-points are connected, how people move around the service and what the experience of that journey may look like for both users and employees of that service. They're more likely to be consulted with larger scale problems or if the solution to the problems require changes spanning over multiple parts of the service. They must remain consistent in their approach to design whilst also maintaining a personable service that not only meets the business intents and the users' needs- but excels their expectations. Join our speakers as they share insights from their experiences in service design and look at how to approach some of the issues that service designers may be tasked with.

Nancy Nazarian - Creative Director of UX, Elephant
Anders Hojmose - Head of UX, EF Education First

Nancy Nazarian - Creative Director of UX, Elephant
People, Props & Process: How Service Design is the Secret Sauce for Customer Impact

Businesses, brands and orgs are on an eternal hunt for innovative ways to improve their
customer experience so they can reap the financial benefits of said positive experience.
All too often, incredible ideas and beautiful design solutions fail to take off or quickly lose traction after launch. Why is this?
In order for these ideas to take hold, they need to be buttressed by the people, props and process defined in Service Design.
Service Design visualises the relationships between these components, directly tying business touch-points to customer impact. Often in the form of a blueprint, or a deep dive into the customer journey map, Service Design lays down the Why, How, and sometimes What to polish behaviour-changing customer experiences.
Service Design is the secret sauce that businesses roll out to map, ideate, and execute
experiences that impact customers, improve workflows, and generate business value. Without this scaffolding, many great ideas don’t mature into great experiences.

Adam Cochrane, Senior Product Designer, Zalando
Ritual Design
Ritual design is about being intentful in crafting meaningful experiences. A great ritual is embedded with meaning going beyond, a routine, a checklist, or a habit. Rituals hook into the narrative about ourselves, our organisation and our collective values. Through building these moments of significance, we can make positive human encounters stick. Ritual design is the key that enables our organisation and designed services to become actually human centric.
Adam’s introduction of ritual design will help you designer culture and services in the right way. Not only can ritual design shed new light on the do’s and don'ts of how to better work together and it can also help us design better services for others. Adam’s storytelling is a source of inspiration for new perspectives and metaphors that we are sure you will find useful regarding your everyday design work.

Anders Hojmose - Head of UX, EF Education First
Design Systems need Service Design

Design systems have become increasingly popular in the last decade. For any organisation designing for multiple touch-points, design systems help driving consistency and speeding up end-2-end delivery times. Established design systems go far beyond a visual language, which means a diverse team with a broad skill set is needed to build and evolve these systems.

This talk will share insights and learnings from building design systems at EF Education First. But instead of focusing on design tokens, primary colours and button shapes - I'll focus on the underlying service design layer needed for making a design system succeed in a large organisation.
Including: how to get to know your users and the importance of understanding and getting buy-in from stakeholders. We'll explore how you can get your tooling right and look at governance, transparency and the need to evolve. And finally, how you can then tie it all together as a service.

UX Crunch at Home is proudly sponsored by:

Zebra People


Attendees — 12

UX Crunch at Home: Service DesignLondon, United Kingdom