SERVICE DESIGN 2020

FROM VISION TO TRANSFORMATION: How Service Design Disrupts Business

October 13 - 15, 2020 | Chicago

October 17: Main Conference Day + Site Tours

7:30 am - 8:00 am Registration & Breakfast

8:30 am - 9:00 am Chairman Opening Remarks

8:45 am - 9:15 am Design-Led Change: Service Design, Innovation, and Storytelling

Shaun Gummere - SVP of Service Design & Experience Strategy, Cantina
It’s an old-saw at this point that one of the big challenges in service design is making change stick. We’ve learned a few ways to manage this, and in this talk, will share storytelling and innovation approaches we successfully took with a major health insurer.
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Shaun Gummere

SVP of Service Design & Experience Strategy
Cantina

9:15 am - 9:45 am The shifting lens of Health Insurance Business and the role of Digital in this transformation

Shilpa Rao - Sr. Design Strategist, Blue Cross Blue Shield
Laura Paradis - Senior UX Researcher, Blue Cross Blue Shield
While Health Insurance companies are moving from a customer centered risk mitigation model to a holistic model to general value across the eco-system, how might Digital design and delivery enable this 
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Shilpa Rao

Sr. Design Strategist
Blue Cross Blue Shield

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Laura Paradis

Senior UX Researcher
Blue Cross Blue Shield

9:45 am - 10:15 am Networking Break


Select three of the following sessions you are most interested in.
 
You will receive a schedule with all three sessions to attend during the hour and a half break-out, discussing in round table format, and taking away tools & resources to assist in your Service Design Implementation. Through rotating round tables of 10 peers each, you will be able to venture throughout the venue to gather resources, toolkits, and a bit of Service Design therapy from fellow designers and facilitators around your top challenges            

 Employee Empowerment
 
            Service Blue Printing & Other Tools
 
            Co Creation & Collaboration
 
            Infrastructure & Organizational Design
 
            Digital Service Transformation
 
            Customer Research & Insights

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Brian Roderman

President, Chief Innovation Officer
IN2 INNOVATION

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Jessica Barnes

Service Design Lead
Walgreens

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Harsh Wardhan

Design Strategist
Ford

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Oliver Sykes

Senior Lead, Global Talent Strategy
Boeing

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Mark Micheli

VP Experience & Innovation
Kelton

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Jeanne Gatto

Director Innovation Strategy
Baxter

12:00 pm - 12:15 pm Raffle Drawing & Conclusion of Event

12:00 pm - 12:15 pm DEPART FOR SITE TOUR