Service Design Hong Kong
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Overview


The conference is all about the fusion of Design and Technology and how that is reshaping the future of business, society and culture in Asia. 

We are particularly focused the importance of Human-Centred Design practices in that equation (such as Design Thinking, Service Design & Customer Experience) and how  those practices are used to humanise technology. 

We are also interested in affecting positive change for society: whether that is starting/stirring change, scaling change or sustaining change. 

 

STRUCTURE

The event is structured as an immersive and interactive experience over 2 days. Day 1 provides the foundation and context for the day 2 workshops.

  • Day 1 will have a focus on speakers, case studies, interactive discussions, Q&A. We focus on high profile, engaging and inspiring people who are doing interesting things in the APAC region. We pay special attention to diversity and inclusion to ensure multiple perspectives are represented and we always have at least 50% female speakers.
     
  • Day 2 will be a focus on practical workshops, site visits and experiential learning. Each of the SDHK workshops are designed especially for the conference and represent the best thought leadership in the region translated and applied into practical sessions. This years tracks and sessions are:
 

 
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Speakers, Activities, 
Case Studies and Discussions

 

MORNING


9:00 - 9:30

WELCOME & CONFERENCE CHALLENGE - ROUND 1

Our three talented and amazing co-hosts will welcome you to SDHK 2017 with round 1 of a fun, social and interactive game that will unfold over the course of the day

9:30 - 10:00

EDUCATION AND INNOVATION IN CHINA

How does Design Thinking play out in China’s education and business contexts? Prof Lee will share jaw dropping stories (in both good and bad ways!) about how she is helping people to challenge traditional thinking and embrace different mindsets.

 

Professor May Lee
Dean, School of Entrepreneurship & Management (Shanghai Tech University)

An expert on innovation, May is highly regarded business leader, entrepreneur and educator in the U.S. and China. She has held senior positions at organizations, such as Goldman, Sachs, Merrill Lynch, NYU, and ShanghaiTech, applying strategic, operational and entrepreneurial skills. She was also invited to serve on the World Economic Forum's Global Future Council on Innovation and Entrepreneurship.

10:00-10:30

GETTING REAL WITH DESIGN THINKING

In this engaging and interactive session, Steven urges us to ‘get real’ about how to practically apply the theories of design thinking.  Drawing on Simion Sineks ‘start with why’ attendees will learn what matters most about getting real results, fast.

Steven Lau
Director of Holistic Customer Experience, ASANA

With over 20+ years experiences in Creative Direction, Digital Strategy, Branding/Digital Marketing and User Experience Steven is passionate about creative and innovation, he's on a quest to change how corporate think about creative mindset, design thinking and the important of user journey.

10:30-11:00

COMPUTER SAYS NO: WHY DO MANY ORGANISATIONS FIND IT HARD TO CHANGE

What are the obstacles to change and how can we address them? How can we create a sense of urgency and overcome the resistance to human-centric practices. Our passionate and opinionated panel will get everyone fired up!

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Professor May Lee
Dean, School of Entrepreneurship & Management (Shanghai Tech University) 

Maria Sit
Chief Client Experience & Digital Officer, Sun Life Hong Kong

Chirryl-Lee Ryan
Head of Experience Design, Isobar Hong Kong

Steven Lau
Director of Holistic Customer Experience, ASANA

Moderator: Arthur Yeh
Representative of Service Design Network Taiwan

11:00-11:30

BATTLING DISNEY: HOW LOCAL COMPANY OCEAN PARK FARED AGAINST ONE OF THE WORLD'S BIGGEST BRANDS

Todd shares the story about Ocean Park’s unique focus on customer experience and how the approach enabled them to compete with Disneyland, against the odds.

Todd Hougland
Executive Director, Operations and Entertainment, Ocean Park Hong Kong

Todd is the Executive Director of Operations and Entertainment at Ocean Park Hong Kong overseeing the day to day operations of the park and serving as the creative Executive Producer for the event and entertainment offerings. His diverse industry background and multicultural experiences provide Todd with a unique skillset to lead an international, world-class theme park.

11:30-12:00

SHINY HAPPY PEOPLE - THE OVOLO STORY OF CUSTOMER EXPERIENCE

Multi award winning hotel chain Ovolo’s detail-driven philosophy and relentless focus on customer needs is setting new standards in travel experience.

Girish Jhunjhnuwala
Founder & CEO, Ovolo Hotels Group

Girish Jhunjhnuwala, Winner of 2016 EY Entrepreneur of the Year for Hong Kong & Macau Region, is the lifelong entrepreneur, founder and visionary behind Ovolo Hotels in Hong Kong and Australia. From his start in the family watch business to the discovery and development of the first Ovolo in 2002, Girish has always been about challenging industry convention, thinking differently and creating intuitive new concepts that deliver from a genuine customer’s point of view.

 

Tim Alpe
Chief Operating Officer, Ovolo Hotels Group

With an international resume that spans New Zealand, Mainland China, the United Kingdom, Macau and Hong Kong, Tim leads the Ovolo Hong Kong office and focuses on reaffirming the brand in the market. Having several administrative take-over projects, outlet rebranding and conceptualisations under his belt for such groups as the InterContinental Hotels Group Crowne Plaza and Holiday Inn Express brands, Tim has a detailed understanding of all facets of the hospitality environment from the ground up with both property and regional level roles across food and beverage, the rooms division and sales and revenue.

12:00-1:00

LUNCH BREAK

AFTERNOON


1:00-1:30

CONFERENCE CHALLENGE - ROUND 2

Part two of our unique and interactive game, especially designed for SDHK participants

1:30-2:00

TECHNOLOGY & INCLUSIVE LEADERSHIP

Traditional patterns of leadership are evolving to enable innovation, creativity & change. Wy are the emerging values, techniques and qualities of progressive leadership and how do they shape organisational culture?

Maaike Steinebach
Chief Executive Hong Kong, Commonwealth Bank of Australia

Maaike Steinebach has been in banking for 20 years having worked across multiple jurisdictions and financial institutions including Fortis and ABN AMRO. She joined Commonwealth Bank of Australia 3 years ago from ABN AMRO where she was lastly Chief Executive of ABN AMRO Hong Kong Branch and Managing Director of Large Corporate and Merchant Banking business in Asia.

2:00-2:30

BEST PRACTICE IS PAST PRACTICE

What are the most progressive businesses doing differently from others? Developing an appetite for risk and overcoming addiction to best practice is just one of the new conditions for success in a rapidly changing world.

Nelson Mckey
Director, Fintech Solutions Asia at Sun Life Financial

Pamela Cajilg
Co-Founder and Executive Research Director, Curiosity Design Research

Angelia Muller
IoT Mentor at TechStars, NYC

Alvin Chia
Innovation Program Lead at DBS Bank

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Moderator: Song Chae
Manager, Contents at Hong Kong Design Centre

2:30-3:00

OPEN INNOVATION SYSTEMS & COMMUNITIES

What are the social and cultural dimensions of design in Philippines that lead to grassroots innovation and sustainable change?

Pamela Cajilg
Co-Founder and Executive Research Director, Curiosity Design Research

Pamela Cajilg is the President and co-founder of Curiosity, a design strategy firm dedicated to helping businesses, NGOs, and government create meaningful services by drawing upon local insight. As part of Curiosity, she works with different sectors in applying empathy-driven, human-centered research, and design thinking for inclusive innovation.

3:00-3:30

DESIGN-DRIVEN FINTECH

What role is design playing in fintech and how is it helping to change the future of financial services in Asia and globally.

Nelson Mckey
Director, Fintech Solutions Asia at Sun Life Financial

Nelson has worked across a number of large financial services companies in Asia Pacific, with a focus on driving the digital transformation of traditional business models. He has experience guiding large scale online and mobile platform innovation, using design thinking to align technology and product development road maps to business outcomes and compelling customer strategy.

3:30-3:45

TEA BREAK

3:45-4:10

CONFERENCE CHALLENGE : ROUND 3

The final round of our exclusive conference challenge!

4:10-4:40

STORYTELLING FOR BUSINESS

In this interactive session, Perry shares practical techniques to tap into the power and influence of stories, to engage people and create brand value. 

Perry Lam
Founder & Chief Excellence Officer, The Lam Institute

Stories are incredibly powerful in many business situations. Some people use them naturally and we often (secretly) admire the ease with which these gifted few can influence, engage and inspire. However, with a few core skills, this power is totally available to everyone. Join this Storytelling for Leaders® inspired session to tap into the natural power of stories.

4:40-5:10

A 22,000 PERSON STARTUP

Alvin takes us on a fascinating journey about how DBS went from operating like a traditional corporation to a 22,000 person startup.

Alvin Chia
Innovation Program Lead at DBS Bank

Alvin believes that life is a journey of endless discoveries. His inquisitive nature brought him to the world of innovation, where he gets to utilize his acute understanding of emerging markets as the Innovation Program Lead of DBS Bank. 

Alvin began his career in the advertising industry, where he developed adverts for clients such as Abbott, Panasonic and Hitachi. Innately curious, he then investigated the business trends as a journalist for an international news agency. Prior to DBS, Alvin worked for ?What If! Innovation Partner as Innovation Strategist based in their Singapore and Shanghai offices. 

5:10-5:30

DAY 1 WRAP UP & NETWORKING

 
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Site Visits, Workshops
& Practical Sessions

Participants choose one of 3 tracks.

 

TRACK 1 - STIRRING CHANGE


SESSION 1 - TACKLING TABOO TOPICS

Practical ways to address tough topics and have braver conversations at home, the workplace and the wider community.

Facilitator:
Sunhera Cariappa

Founder, The Ultimate Toolkit

SESSION 2 - GRASSROOTS ENGAGEMENT

Nudging charitable behaviour through centralised / connected experiences and gamified approaches.

Facilitator:
Alvin Li
CEO & Co-Founder, Givo

Facilitator:
Jenny Zhang
Transaction Services Manager, Deloitte, AICPA

 

TRACK 2 - SCALING CHANGE


SESSION 1 - STRATEGY THROUGH ACTION

Practical workshop to turn strategy into a continuous business process.

Facilitator:
Jane Marshall
Strategy and Marketing Director, Make Studios

Facilitator:
Clarence Tam
Service Designer and Storytelling Lead, Make Studios

SESSION 2 - CONNECTED SERVICE DESIGN

Practical session on how the future of business is being reshaped by the fusion of design and technology.

Facilitator:
Lou Schenk

Service Design and Prototyping Lead, Make Studios

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Facilitator:
Cat Hayes
Design Director, Make Studios

 

TRACK 3 - SUSTAINING CHANGE


SESSION 1 - KICKSTART YOURSELF

Personal development and how to break through external & self imposed barriers

Facilitator:
Angelia Muller
IoT Mentor, TechStars New York

SESSION 2 - CORPORATE TOOL-KIT

Workshop to equip people with how to sustain new behaviours and work practices

Facilitator:
Meghan Hayes

Experience Design Manager, Lane Crawford

Facilitator:
Nicolas Guiridlian

Marketing Strategist, Customer Experience and Service Design Expert

 

TRACK 4 - THE HOTEL JAM


REINVENTING THE BACKPACKING EXPERIENCE

A full day collaborative jam on how high quality/premium model of hospitality can be applied to a more low-cost brand

 

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