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?

Speakers

bartek-lechowski

Bartek

Lechowski

/ IKEA Customer Experience Executive

Customer Experience Professional with a passion for creating customer-centered journeys and relationships between Brands and Customers. With proven track-record of developing global and local strategies with a strong down-to-earth mindset.

claudia-pollina

Claudia

Pollina

/ User Experience & Service Design Lead – Vodafone

Claudia is currently UX & Service Design Lead at Design Studio of Vodafone Italy, leading design decision for a long-term Digital Transformation program. In the last six years she has brought the service design mindset to multinational companies with the aim of ramping up their design maturity.

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.

jakob-schneider

Jakob

Schneider

/ Co-Founder, CCO at More Than Metrics

Working as an interdisciplinary designer since 2006, Jakob had the honor to collaborate with clients such as Volkswagen, Daimler, Beiersdorf, Edeka, Siemens, Deutsche Telekom. His scope of work ranges from rather designy stuff for cultural institutions to full-blown corporate projects.

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.

lou-downe

Lou

Downe

/ Director of Design and Service Standards for the UK Government

Lou joined the UK Government in 2014 and founded the discipline of service design in government. 4 years later they now lead a community of over 3,000 designers, user researchers and content designers.

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.

marc-fonteijn

Marc

Fonteijn

/ Host at Service Design Show & Founding Partner at 31Volts

Marc was destined for a typical IT career but luckily serendipity changed his path and led him to start the first Service Design agency in the Netherlands.

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.

maria-machado

Mariana

Machado

/ Global Cultural Transformation Leader Accor

During more than 20 years of experience, in which 12 Mariana has been at Accor, she built her career in understanding how people can be influenced and motivated (marketing) as well as analyzing behaviors to learn about what people want (crm & loyalty).

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.

marzia-arico

Marzia

Aricó

/ Head of Livework Insights

She has ten plus years of consulting experience, dedicating her career to help organizations understand, embedded and use design to innovate and thrive. She will share insights into how organizations can establish a service design practice.

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.

mauro-rego

Mauro

Rego

/ Service Design Director at Designit

Since 9 years, Mauro designs brands, digital services and products for startups and organizations like Tesco, Allianz and Wikimedia Foundation – to name few. Before he has worked as in-house designer for Telekom and SAP. Besides crafting, Mauro has 9 years professional teaching experience.

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.

oliver-king

Oliver

King

/ Co-founder and Director of Engine

Oliver is a passionate advocate of co-creation, design thinking and helping organisations to help themselves through actively building their internal service design capabilities. Oliver works across all sectors, but has extensive experience in travel, automotive, hospitality and energy.

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.

sarah-drummond

Sarah

Drummond

/ Co-founder and CEO at We are Snook

Sarah co-founded Snook, MyPolice, CycleHack, Dearest Scotland, Alloa Pride and The Matter. For this work she was awarded a Google Fellowship for her work in technology and democratic innovation and named as Good magazine’s 100 extraordinary individuals tackling global issues in creative ways.

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.

silke-bochat

Silke

Bochat

/ FORMER Head of Design Pepsico

As a design executive for PepsiCo, Mars, Vodafone and Beiersdorf, Silke mastered many sides of design leadership in FMCG and non-FMCG from transforming companies being design-led and consumer-centric, developing large scale programs to turning around multi-billion brands such as NIVEA.

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.

DOERS. Room

Bonus interactive sessions

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

Workshops are sold out, but make sure to check additional availability during the conference!

marc-stickdorn

Marc Stickdorn &

more than metrics

Workshops

Workshop 1 – 60 min
JOURNEY MAPPING ESSENTIALS

In this fast-paced 60-minute workshop, you’ll learn hands-on how to facilitate a co-creative journey mapping workshop to map user, customer, employee, or citizen experiences together with a diverse group of people. In small groups, you’ll learn by doing how to define the steps of a journey, how to create a storyboard, combine steps into stages, and add involved stakeholders, channels, and alternative scenarios. Moreover, you’ll learn how to create an emotional journey and find edge cases within these instead of just meaningless average values.

Workshop 2 – 60 min
HOW TO EMBED AND SCALE SERVICE DESIGN IN ORGANIZATIONS

In this 60-minute masterclass Marc briefly outlines a roadmap how to embed and scale service design in an organization and iteratively increase the organization’s service design maturity. After this short lightning talk by Marc, you’ll work in small groups on a brief challenge on this topic. Then, we’ll listen to a few approaches how to embed and scale service design, and discuss challenges and opportunities.

mauro-rego

Mauro

Rego

/ Service Design Director at Designit

Workshops

Workshop 1 – 60 min
BEING VISUAL | VISUALISING SERVICES

In its essence, services are intangible, and we only perceive them through artefacts and interactions. So, how can we “see” them before they exist? “Being visual” is one of the first rules for any brainstorming session. It is a common strategy to communicate ideas, data, service and business concepts.
The first Being Visual session will be about the basics of visual literacy and how we can apply them to support the design of services. Mauro Rego will give an introduction and demonstrate tools and examples of visualisation in service design.

Workshop 2 – 90 min
BEING VISUAL | VISUAL FACILITATION BASICS

Usually misunderstood as someone scribbling on the wall while people are discussing a specific topic, Visual Facilitation is a platform for people to communicate and understand each other on general matters.
The second Being Visual session will be about tips and tricks to facilitate work in multicultural and multidisciplinary environments.

maria-jaatinen

Maria

Jaatinen

/ Senior Service Designer at Hellon

Workshops

Workshop 1 – 60 min
Design games

Design games are tools for innovation, collaboration and organisational transformation that are rapidly increasing in popularity due to their power to engage and inspire people in change. In this interactive session you will learn how we used a design game to spark innovation for the future of Nordic mobility, and explore this and other design games in practice, getting practical takeaways on how you could utilise design games in your own work.

Schedule

MORNING SESSION

08:00

Registration

09:25

Conference opening

09:30

Lou Downe

The future of public service design

10:00

Mauro Rego

Bringing the craft back to service design

10:30

Coffee Break

11:00

Claudia Pollina

Corporate Safari
Insight & tips to survive in a big company.

11:30

Mariana Machado

The Heartist® Journey:
Accor Cultural Transformation

12:00

Sarah Drummond

Designers ≠ user-centered organisation

12:45

Lunch

AFTERNOON SESSION

13:30

Silke Bochat

Implementing & scaling design & design thinking in companies

14:00

Bartek Lechowski

Creating Stories

14:30

Marc Fonteijn

6½ reasons why you fail to sell service design

15:00

Coffee Break

15:30

Marzia Aricò

Building service design capability

16:00

Jakob Schneider

Doing is the hard part.
12 Commandments of Service Design

16:30

Oliver King

Great Services from Great Organisations

17:00

Conference Closing

17:10 – 19:00

Closing party!

DOERS. ROOM

08:15 – 09:15

Marc Stickdorn & More than Metrics

Journey Mapping Essentials

11:00 – 12:00

Mauro Rego

Being Visual | Visualising Services

13:00 – 14:00

Marc Stickdorn & More than Metrics

How to embed and scale
service design in organizations

_

15:00 – 16:30

Mauro Rego

Being Visual | Visual Facilitation Basics

15:00 – 16:00

Maria Jaatinen

Design games

Sponsors

otp-bank-logo
itsh-logo
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.

Procrastinator

81.000 HUF

 apx. 255 EUR

 VAT not included

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

daniel-almassy

Dániel
ALMÁSSY

Product Designer @ Exalt

daniel-haska

Dániel
HASKA

Developer @ Exalt

reka-horvath

Réka
HORVÁTH

Business Consultant @ Exalt

fanny-kisbajcsi

Fanny
KISBAJCSI

Product Designer @ Exalt

daniella-vorosmarti

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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