Advancing Service Design 2025

Advancing Service Design 2025

November 19-20 • Live online conference

About

Service design works with many materials, but systems are the critical boundary we must push on to advance its practice. At Advancing Service Design 2025, we'll explore the role of service design in expanding and enriching the systems that shape our organizations and our world.

Videos

November 19, 2025

Wednesday, November 19, 2025 • Advancing Service Design 2025

From Standards to Innovation: Why Inclusive Design Wins

Samuel Proulx • Accessibility Evangelist, Fable

Wednesday, November 19, 2025 • Advancing Service Design 2025

Ask me anything – Authors of Service Design: From Insight to Implementation

Lavrans Løvlie • Co-author of Service Design
Ben Reason • Co-author of Service Design

Wednesday, November 19, 2025 • Advancing Service Design 2025

Service design performs value

Jen van der Meer • Associate Professor, Strategic Design and Management, Parsons School of Design

Wednesday, November 19, 2025 • Advancing Service Design 2025

Learning is the north star: service design for adaptive capacity

Jen Briselli • Co-Founder & Principal Strategist, Topology

Wednesday, November 19, 2025 • Advancing Service Design 2025

The service shift: transforming media organizations to create real value through design

Patrick Boehler • Principal, Gazzetta
Madison Karas • Lead, Service Design, Gazzetta

Wednesday, November 19, 2025 • Advancing Service Design 2025

From blueprint to bot: Designing resilient AI-powered services

Anupama Dhareshwar • Senior Service Designer, Heidelberg Materials

Wednesday, November 19, 2025 • Advancing Service Design 2025

Coordinated collaboration: a Service Design & DesignOps love story

Gina Mendolia • Senior Service Designer, Adobe
Jasmine Toy • Program Manager, TEKsystems at Adobe

Wednesday, November 19, 2025 • Advancing Service Design 2025

Making service tangible: the fastest path to higher performance

Shreya Dhawan • Lead Service Designer, Harmonic Design
Victor Udoewa • Service Design Lead, CDC
Xènia Viladas • Adjunct Professor, IE University
Florian Vollmer • Director of Experience Insights, Autodesk

November 20, 2025

Thursday, November 20, 2025 • Advancing Service Design 2025

Operationalizing Inclusive Design in Service Design

Gabriela Barneva • Accessibility Research Lead, Fable

Thursday, November 20, 2025 • Advancing Service Design 2025

Right horses for the right courses – how and when to democratize research

Ned Dwyer • Co-founder and CEO, Great Question

Thursday, November 20, 2025 • Advancing Service Design 2025

The $212 billion ‘so what?’: unlocking impact in development cooperation

Milan Guenther • Enterprise Designer, Intersection Group
Benjamin Kumpf • Head of OECD Innovation and Digital Transformation Facility, OECD

Thursday, November 20, 2025 • Advancing Service Design 2025

Think global, adapt local: how service design accelerated B2B market entry by 6 months

Tamara Kartoziia • Senior Service Designer and CX Architect, AUTODOC PRO

Thursday, November 20, 2025 • Advancing Service Design 2025

The mandala of service design: unlocking alignment and action through service design

Dharani Perera • Principle Design Strategist, Global Village

Thursday, November 20, 2025 • Advancing Service Design 2025

Rewiring operations with service design and AI

Bethany Brown • Head of Service Design, frog

Thursday, November 20, 2025 • Advancing Service Design 2025

Making the system visible: The fastest path to better decisions

Ben Reason • Co-author of Service Design
Aline Horta • Design Director, QuintoAndar
Majid Iqbal • Industrial Engineer and Management Consultant
Fabiano Leoni • Cofounder, umzeroum

Thursday, November 20, 2025 • Advancing Service Design 2025

Who does what by how much?

Jeff Gothelf • Author

Speakers

Organizational performance

Navigating tensions related to integrating service orientation into efforts intended to create a high-performing organization. We'll explore how organizations can overcome barriers to the performance of service in new and different ways.

Service performance

Advancing how service design influences and responds to hard business performance goals such as growth, revenue, cost, or other mission-critical factors. We'll highlight how we can align with performance metrics when creating or continuously improving services.

Quotes

"Designing for the average means designing for nobody."

"Organizations say they want to break down silos but often create new ones in product teams; service design helps reconnect them."

"Every spreadsheet is emotional. It’s a stage direction."

"Iteration without reflection is not learning."

"The economies of scale that benefited traditional media organizations have disappeared."

"AI models hallucinate when they fail, they fail unpredictably."

"Coordinated collaboration is about designing our efforts with purpose to sustain peak performance conditions."

"Many organizations have output-based performance plans but are not incentivized to achieve outcomes."

"Inclusive products reduce friction across customer support and operations by improving consistency across channels."

"The democratization spectrum ranges from everyone accessing feedback to a free-for-all, but I don’t advocate for a free-for-all."

"Our clients all have innovation portfolios, but if you zoom out, it's many micro decisions over time that are often opportunistic, lacking strategic connection."

"When we first started expanding, our internal process felt like being stuck in a massive traffic jam."

"Often we’re seen just as people who create personas or blueprints, but that’s not even what’s needed."

"I spent 40% of my day verifying what the system already knows."

"White space risk is about the surprises that happen between organizational boundaries and roles."

"Amazon deploys new code into production into the hands of customers once every second."