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Advancing Service Design 2024 Program

Tuesday, December 3

What is the role of service design in product-led organizations? [Sponsored] with Andy Polaine, Design Leadership Coach, Co-author of Service Design: From Insight to Implementation, and Lavrans Løvlie, Design consultant, Co-author of Service Design: From Insight to Implementation

Oxbows, Rivers, and Estuaries: How to navigate the currents of change (without burning out) with John Cutler, Product Operations Consulting

Embedding Service Design and Agile Practice within UK Planning Teams to Create Services that Last with Laura Smith, Lead designer, Unboxed, and Tom Gayler, Service Designer, Unboxed

Invisible barriers: Why accessible service design can’t be an afterthought [Sponsored] with Samuel Proulx, Accessibility Evangelist, Fable

Therapists, Coaches, and Grandmas: Techniques for Service Design in Complex Systems with Gina Mendolia, Senior Service Designer, Adobe

Designing Health: Integrating Service Design, Technology, and Strategy to Transform Patient and Clinician Experiences with Carol Massa, Service Design Lead, Northwell Health

Increase your confidence, influence, and impact (through a Professional Community) [Sponsored] with Marc Fonteijn, CEO & Host, Service Design Show, and Ru Butler, CX & Design Lead, esure Group

Work in Progress: Service Design at Airbnb with Rebecca Gimenez, Senior Manager, Service Design, Airbnb

Panel Discussion with John Mortimer, Systemic Service and Organsiation Designer, Impro; Milan Guenther, President, Intersection Group; Lucy Ellis, Transformation Partner, The Ready; and Patrick Quattlebaum, Co-founder, Harmonic Design

Wednesday, December 4

First Insights from the 2025 Service Design Salary(+) Report [Sponsored] with Marc Fonteijn, CEO & Host, Service Design Show

Optimizing for Outcomes: Transformation Design in Systems at Scale with Stefanie Owens, Principal Designer / Researcher, Nava Public Benefit Corporation

Designing Data Services with Lais de Almeida, Principal Service Designer, Genomics England, and Maria Izquierdo, Service Design Consultant, Genomics England

Designing beyond caricatures: Embracing real, diverse user needs [Sponsored] with Samuel Proulx, Accessibility Evangelist, Fable

Increasing Health Equity and Improving the Service Experience for Under-Served Latine Communities in Arizona with Alexia Cohen, Strategic Experience & Service Design Lead, and Adriane Ackerman, Founder & Principal, Community Collaboration Lead; Agile Accomplice LLC, Dalberg Design

The Burden on Children: The Cost of Insufficient Post-Conflict Services and Pathways Forward with Liz Ebengo, Founder, HNST DESIGN STUDIO

Panel Discussion with Luke Roberts, COO & Co-founder, high-five; Christian Bason, Ph.D. Co-founder, Transition Collective; Amanda Woolley, Organisational Development Consultant, facilitator and coach; and Ben Reason, Co-founder, Livework

Navigating the pitfalls of systems thinking in service design with Josina Vink, Associate Professor of Service Design, The Oslo School of Architecture and Design (AHO)