Accessible only to conference ticket holders.
Log in Create account Buy conference recordings
For 90 days after a conference, only paid ticket holders can watch conference videos. After that, all Gold members have access.
If you have purchased recording access and cannot see the video, please contact support.
Summary
Service performance is never neutral: it encodes ideas about value, power, and whose knowledge counts. Drawing on 25+ years designing business models across equity research, venture capital, product & experience design, development finance, and impact investing, Jen van der Meer examines patterns of service performance operating globally, from platform models optimizing for capital accumulation to government programs measuring institutional delivery to community-led financing ecosystems centering self-determination and sustainable transitions. This talk argues that systemic challenges are produced by the finance and business models we currently use. As AI reshapes service delivery at a geological scale, the question becomes even more urgent: whose theory of value gets encoded in technical systems? Addressing systemic challenges requires not better services within existing frameworks, but understanding business models as designed systems that encode power, determine what services can exist and for whom, and shape whose performance matters. Knowing how business models encode theories of value reveals both the constraints you’re operating within and the choices that remain avoidable, possible, plausible, and preferable.
Key Insights
-
•
Finance is a performative system staging worldviews, not purely objective or rational.
-
•
Business model metrics like lifetime value and customer acquisition cost strongly shape service design decisions.
-
•
Venture capital accepts early losses (J curves) betting on exponential growth, which sets performance expectations for startups.
-
•
AI scribing in healthcare shifts performance from care delivery to cash flow acceleration and operational efficiency.
-
•
Community-led health interventions, like Raven Indigenous outcomes, co-create success metrics blending clinical and culturally relevant indicators.
-
•
Service design often arrives after financial arrangements are fixed, limiting scope to fix systems rather than reimagine performance.
-
•
Designers must be proactive, not waiting for briefs, but initiating engagement to influence system-level performance.
-
•
Understanding financial context enables service designers to position their work strategically within organizations.
-
•
Scaling community-centered outcome contracts requires democratic governance and blended finance portfolios.
-
•
All models and metrics are temporary scripts; performance is an ongoing rehearsal where value is continuously redefined.
Notable Quotes
"Finance is not just a system; finance is a performance."
"Every spreadsheet is emotional. It’s a stage direction."
"Service design performs the belief, finance performs the control."
"Don’t wait for the brief. Go out there and make some waves."
"Investors front load the cost they expect to win at all costs."
"In Indigenous outcomes, payments are released only when medical and community metrics are met and validated."
"We cannot just sit around and map systems. We can design where performance arrangements are made."
"Venture investors accept a J curve of losses by design if they expect exponential growth."
"The challenge and opportunity is to expand what performance can mean."
"All of our models and metrics are temporary scripts. What matters is the rehearsal and how we keep rewriting the score together."
Or choose a question:
More Videos
"Project pioneer organizations resist top-down control, needing design ops to provide tools allowing creative teams to pivot and adapt."
Frances YllanaDesignOps–Leading the Path to Parity
April 27, 2023
"Values determine the team environment you create; they permeate through leadership and affect performance and happiness."
Kim Holt Emma Wylds Pearl Koppenhaver Maisee XiongA Salesforce Panel Discussion on Values-Driven DesignOps
September 8, 2022
"We measure qualitative sentiment alongside quantitative metrics to design how we support the team."
Amy ThibodeauOpening Keynote: Process and Ambiguity
October 23, 2019
"Short links are a great way to quantify engagement and understand which calls to action are working."
Laura Gatewood Laine ProkayBeyond Buzzwords: Adding Heart to Effective Slack Communication
September 23, 2024
"Humans remain essential for evaluation, especially to interpret cultural nuance that AI often misses."
Patrick BoehlerFishing for Real Needs: Reimagining Journalism Needs with AI
June 10, 2025
"High quality personal connections mean you can engage on a level playing field with serious professionals."
Marc Fonteijn Ru ButlerIncrease your confidence, influence, and impact (through a Professional Community)
December 3, 2024
"You don’t have to take notes because we have an incredible note taker capturing everything."
Bria AlexanderOpening Remarks
January 8, 2024
"We tend to do anything but inquire, even though inquiry is most effective for sustainable change."
Laura WeissThere is No Playbook: Leader as Coach During Challenging Times
April 26, 2024
"Research ops is definitely a role that handles managing the knowledge repository and taxonomy governance."
Tony TurnerCapturing Deep Insights
September 30, 2021
Latest Books All books
Dig deeper with the Rosenbot
How can public sector funders shift their innovation investments to align better with strategic priorities?
How can service design facilitate collaboration and alignment between public and private sector organizations?
In an AI and code-driven future, how does service design remain relevant for human-centered experiences?