Shreya Dhawan is a visionary service designer helping organizations and their people unlock their true potential. As a Lead Service Designer at Harmonic Design, Shreya leads end-to-end service design initiatives—from journey transformation and research to coaching and service innovation. With over a decade of experience as a design professional and 5+ years specializing in service design, she has worked across industries including insurance, telecom, SaaS, healthcare, and public services. In recent years, Shreya has been at the forefront of advancing journey management as a discipline—helping organizations operationalize their customer journeys through data-driven monitoring and continuous improvement.
She is a trained service designer with an MFA in Service Design from SCAD and a frequently published author in Touchpoint, the Service Design Network’s journal. Recognized as a thought leader, Shreya actively contributes to building communities of practice and advancing the field of service design within and beyond organizations.