UX Crunch At Home: Service Design

Service design encompasses many disciplines including user experience, marketing and project management all working together to create new services. The purpose of service design methodologies is to design according to the needs of customers or participants so that the service is user-friendly, competitive and relevant to the customers. How do we design to ensure top quality interaction between the service provider and its users?

Join us as we sit down for a fantastic evening of theoretical insight, case studies, networking and more!

Featuring:

Steve Borges - Co-Founder - Biglight

Yolanda Martin Olivas - Director of Platform and Service Design - Farfetch

J.Margus Klaar - Co-founder - Brand Manual

Hosted by:
Roman Schöneboom - UX Design Systems Lead (VP) - Credit Suisse AG

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Tickets are NON-REFUNDABLE however you can watch the recorded event if you miss the live stream.

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TECH CIRCUS

Tech Circus is a networking and educational events company specialising in UX Design, Fintech and Search. Founded in 2015, our flagship event 'The UX Crunch' has quickly grown to become Europe's leading UX event.

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TALKS AND DISCUSSIONS

Host: Roman Schöneboom - UX Design Systems Lead (VP) - Credit Suisse AG

Roman is currently UX Design Systems Lead (VP) at Credit Suisse AG. He is responsible for managing how high quality, digitally optimized, user-centric solutions can be delivered at scale, across all global entities of the organisation via the creation of supporting tools and services, such as design pattern libraries, playbooks, and training and coaching. He is a certified facilitator for the LEGO Serious Play method, teaches at universities, writes regularly about his work and is an avid drummer.

Steve Borges - Co-Founder - Biglight

Steve is Co-founder of Biglight, the retail experience design agency that combines the power of customer insight, UX and design with constant innovation and experimentation to help leading brands create remarkable customer experiences.

Steve began his career with Philips Electronics, where he worked in the UK and France and held a variety of roles in Finance, Marketing, PR and Customer Services. From 1999-2004 Steve was at Dixons Group where he held a number of senior roles, before becoming Director of Advertising and Direct Businesses.

Biglight helps brands shape and deliver digital transformation strategies that are rooted in a profound understanding of customer needs. Biglight's clients include Adidas, ASDA, Boden, Eurostar, Halfords, M&S, The North Face, Timberland and Vans.

Yolanda Martin Olivas - Director of Platform and Service Design - Farfetch

Yolanda is a recognised expert in product and UX, with experience in user interface design, visual art direction, storytelling and UI implementation strategies for system designs for any platform. She is passionate about making technology more human; crafting elegant and simple applications that make a difference in people’s lives.

Yolanda's experience with organisational development, design culture, process, strategy and execution are the direct result of shipping numerous awesome product releases and by working closely with users, executives, engineers, stakeholders, and investors, she makes sure products and services exhibit simplicity, consistency, stylistic breadth, attention to detail, balanced beauty, innovation, usability, and deep coolness.

J.Margus Klaar - Co-founder - Brand Manual

Margus is a founding partner of Brand Manual, a service design and branding agency helping to make services work the way people expect them to work.

He is a Swiss-Swedish-Canadian-Estonian with a broad experience in working with organisations from insurance to brewing to social welfare. He is the catalyst behind the global service design award, author of numerous articles and a book on service design. Brand Manual’s approach to service design is customer centred and technology agnostic, meaning that the focus is on solving the right problem, rather than just solving it right.

Service Design and The Customer Experience Across Industries.

Improving the customer experience first and foremost requires that you understand the customer, and their journey from need to satisfaction. Which is easy when your goal is to sell more hot-dogs? But what if it is about healthcare for a chronic disease? Or involves “customer” that cannot voice their own opinion? Where the organisation is the hurdle for delivery of a better experience? In this talk we’ll take a look at the real world of designing services where the answer can always be “maybe”.