DOERS. Service Design Conference 2019 | Europe
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Central-European
Service Design Conference

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WHAT DOERS IS ABOUT

Change the mindset!

This year it’s all about change and implementation.

At this point, you’re probably tired to hear consultants preaching about agile environments, customer centred cultures. How about listening to those who are actually in the front lines?
Let’s get our hands dirty this time and see what it’s all about.

We bring the real DOERS of this industry together, ask them to show how they work. No fairy tales, no myths, just real stories.

Change
the
mindset!

Change the mindset!

This year it’s all about change and implementation.

At this point, you’re probably tired to hear consultants preaching about agile environments, customer centred cultures. How about listening to those who are actually in the front lines?
Let’s get our hands dirty this time and see what it’s all about.

We bring the real DOERS of this industry together, ask them to show how they work. No fairy tales, no myths, just real stories.

TOPICS WE WILL DISCUSS

Building a
Service Design Driven Organization

How to transform to a digital & agile service provider? How to make service design a cross functional talent?

Doers Room –
Learn Service Design Tools

Learn & ask questions from the best customer journey experts. Pick up a few advanced facilitation techniques. Play around with various prototyping tools

Business Value of Service Design

How service design driven companies are making more profit and have higher customer satisfaction?

Main Stage

Change the mindset!

Topics

Building a Service Design Driven Organization

Value of Service Design

claudia-pollina

Claudia

Pollina

User Experience & Service Design Lead – Vodafone

jakob-schneider

Jakob

Schneider

Co-Founder, CCO at More Than Metrics

lou-downe

lou

Downe

Director of Design and Service Standards for the UK Government

marc-fonteijn

marc

Fonteijn

Host at Service Design
Show & Founding Partner at 31Volts

maria-machado

MARIANA

MACHADO

Global Cultural Transformation Leader at Accor

marzia-arico

Marzia

Aricò

Head of Livework Insights

sarah-drummond

Sarah

Drummond

Co-founder and CEO at
We are Snook

silke-bochat

silke

Bochat

Former Sr Design Director Eastern Europe, PepsiCo

mauro-rego

Mauro

Rego

Service Design Director
at Designit

bartek-lechowski

Bartek

Lechowski

Customer Experience Executive at IKEA

.

felso-elem

+ Doers Room

Bonus interactive sessions

Learn tools & techniques from experts! Breakout workshops in a separate room with several, 1 hour long sessions.

Sessions

Learn from Mark Stickdorn & his team about Customer Journey Mapping

(60 min., several sessions)

marc-stickdorn

Marc

Stickdorn

CEO of More Than Metrics

dots

Learn to visualise and explain abstract concepts

(60 min., several sessions)

mauro-rego

Mauro

Rego

Service Design Director
at Designit

also-elem

Speakers —

who shape the industry

MARC

STICKDORN

CEO of MORE THAN METRICS

Marc Stickdorn is a German trainer and consultant for service design thinking, working with clients like Deutsche Telekom. He lives in Innsbruck/Austria where he co-founded two start-ups. Marc is co-author of the award-winning design book, This Is Service Design Thinking.

MARZIA

ARICÒ

HEAD of LIVEWORK INSIGHT

In the past 10 years she has been involved in a series of cutting edge projects aimed to bring service design thinking into innovation processes, working with more than 100 Global 2000 organisations worldwide.

LUKA

BARANOVIC

DIRECTOR of CUSTOMER EXPERIENCE MANAGEMENT in CROATIAN TELECOM

Luka Baranovic is a Director of Customer Experience Management in Croatian Telecom (Deutsche Telekom Group). He is responsible for overall CX, Service Design, customer journey management, design of customer operations and complaint management.

ROBERTA

TASSI

DESIGN LEAD at OBLO and FROG FELLOW

She is a designer with the background of Design Research, Interaction and Service Design, expert in combining design ethnography, participatory design and information visualisation.Frog Fellow, author of the Service Design Tools, founder of the service design boutiqueoblo, and professor at the Politecnico di Milano..

JOANNA

BAKAS

MANAGING PARTNER at LHBS

She founded LHBS Consulting in 2010 with her partner Stefan Erschwendner and now leads a team of 15 consultants in Berlin focusing on designing transformative business strategies for brands such Telekom Austria Group, Vodafone, Alpha Bank Greece, mBank Poland and other leading companies in Germany as well as across Europe.

VASSILIS

VASSILIADIS

CEO of VIVID VIBES

Vassilis is consultant and facilitator for Customer Experience. He helps organizations to discover their purpose and build a purposeful customer experience culture.

BRUNA

SILVA

VISUAL and PRODUCT DESIGNER at AJ & SMART

Hailing from Rio de Janeiro, Bruna brings her Brazilian optimism and flair to product design in Berlin. During her last two years at the award winning product design agency AJ&Smart, Bruna has helped clients like Lufthansa, LEGO, Udacity, and others to implement Design Sprint, the innovative process created by Google Ventures.

ANDREAS

FEHR

LEAD SERVICE DESIGNER at insertEFFECT

He is a lead service designer of insertEFFECT, responsible for the development of Mobility as a Service from a user’s perspective and customer experience in all digital services. He co-founded the first coworking space in Nuremberg seven years ago.

JAN-CHRISTOPH

ZOELS

SENIOR PARTNER, USER EXPERIENCE DESIGN at EXPERIENTIA

He is a founding partner of Experientia. He was a senior designer at Sony and director of information architecture at Sapient. He has taught at several universities for instance Rhode Island School of Design, Samsung’s Innovative Design Laboratory, Politecnico di Milano and much more.

WIM

RAMPEN

CHIEF MARKETING OFFICER at CX COMPANY

I’m a senior director with 20 years experience in Customer Strategy & Development (Service, Sales, Marketing) in both B2C and B2B environments. I develop and lead marketing, positioning and customer (experience) strategies aimed to deliver sustainable improvement in the way the companies I work for create value for and with their customers.

MELANIE

BIJLHOUT

HEAD of CUSTOMER EXPERIENCE & CUSTOMER CARE at MEDIAMARKT NEDERLAND

“Melanie is Head of Customer Experience & Customer Care at Media Markt Netherlands. Her focus is guiding organizations to become more customer centric. With more than 10 years of customer and brand experience she is an all-round expert. Her strength is combing customer insights, behaviour and emotions versus employee behavior and commercial goals.”

SASHA

IRLA

UX LEAD at ISOBAR

Sasha currently leads the User Experience Design team at Studio Kraftwerk Linked by Isobar in Amsterdam. He believes that user-centered design, co-creation and an emphasis on craft lead to meaningful and desirable products & services.

JAN

GRINEISEN

SENIOR CONSULTANT at DETECON INTERNATIONAL GmbH

Jan is with Detecon’s strategy, innovation, marketing and sales practice. He has more than 6 years of experience in consulting for international telecommunication operators with a focus on commercial strategy, customer experience management and omni-channel strategy.

FRANCESCA

TERZI

SENIOR SERVICE DESIGNER at DESIGNIT

Francesca is a Senior Service Designer at Designit. Here Francesca has been helping to grow the service design discipline on a local level, with a particular attention to finding the right way to develop user-centered service design solutions and creating seamless experiences with a ‘human touch’.

ezgi-dikdur

EZGI

DIKDUR-DÜZTEPE

SERVICE DESIGN LEAD at FJORD

Ezgi is a creative leader, passionate about human-centric approach, continuously striving to solve real-life problems and create meaningful services. With her background in industrial design and design for interaction, she focuses on making positive impact on people’s lives and driving change.

Schedule

MORNING SESSION

08:00

Registration

09:00

Conference opening

09:05

Marc Stickdorn

What is Service Design?

09:45

Coffee Break

10:10

Joanna Bakas

Product as a service

10:50

Roberta Tassi

Service design tools in practice

11:25

Wim Rampen

It’s time to take service design seriously

12:00

Ezgi Dikdur – Düztepe

Five Ws and H’ of Service Design: asking right questions for design ‘doing’

12:25

Melanie Bijlhout

Transforming into a value creating service partner

12:45

Lunch

AFTERNOON SESSION

13:35

Jan-Christoph Zoels

Change Agents

14:10

Andreas Fehr

Service Design in Mobility

14:35

Sasha Irla

Products with a mission

15:00

Jan Grineisen

Designing and Implementing Customer Journeys across Industries

15:25

Bruna Silva

Intro to Design Sprints: Launch better products – faster.

15:50

Coffee Break

16:20

Marzia Aricò

Implementing Service Design in the Organization

16:55

Francesca Terzi

What a Service Designer looks like

17:20

Luka Baranovic

Pattern language – a service design system

17:45

Vassilis Vassiliadis

If you want to implement service design do it with people. Not for people.

18:05

Closing

PLATINUM SPONSOR
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GOLD SPONSORS
SILVER SPONSORS
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SUPPORTERS
DOERS. Service Design Conference 2019
SPONSOR
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More sponsors to be announced soon
TICKETS

Get your ticket now!

All you need to bring is your best DOER attitude!

We will take care of the rest, including food, drinks, and a whole day of inspirational talks.

UP TO 28 FEBRUARY

Early Bird

37.000 HUF

 apx. 116 EUR

 VAT not included

FROM 1 MARCH

Opportunist

59.000 HUF

apx. 185 EUR
 VAT not included

  NOT AVAILABLE  

A Cultural Mission

Brought to you with ♥ by a bunch of enthusiastic designers.

As a cultural mission, this event was created to bring human centered design and service driven innovation to even more people in the CEE region.

Tamás
FOGARASY

Designer
Doers Co-founder

Tamás
LENGYEL

Experience Designer
Doers Co-founder

Zsolt
KUDICH

Business Strategist
Doers Co-founder

TEAM

Zsófia
SZATMÁRI-MARGITAI

Service Designer @ Exalt

Dániel
ALMÁSSY

Product Designer @ Exalt

Ildi
CSOMOR

Product Designer @ Exalt

Daniella
VÖRÖSMARTI

Product Designer @ Exalt

as well as others at

celab-logo_small

Do you have any questions? Let us know!

hello@doersconf.com

The Venue

Akvárium Klub, Budapest

Akvárium Klub is in the heart of Budapest, considered to be a busy meeting point to all passing through downtown.

It’s located in the city’s most important transport hub, Deák Ferenc tér, so it’s easy to reach from any part of Budapest.

Metro: Line 1, 2, 3
Tram: Number 47, 47B, 48, 49
Bus: Number 9, 15, 100E, 115

In 2018 we brought together

400

attendees

23

countries

15

speakers

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