Two Days of education & Adventure !
LEARN THE ART & SCIENCE OF TRANSFORMATIVE DESIGN.
DAY 1 - Thursday, September 29th
THINK, LEARN, DO
8:15-8:50 Registration, tea & coffee. Hong Kong breakfast goodies & socialising (speakers, sponsors and attendees)
9:00-9:15 Welcome and orientation by MC: Kristin Low & Overview of #upfront conference format by Lauren Currie
9:15-9:45 What is service design & why does it matter?
Marc Stickdorn, Adam St Lawrence & Lauren Currie
9:45 - 10:15 Hospitals & the Patient Experience
10:15 - 10:45 Design Thinking at Scale at Asia Miles
Stephen S. Y. Wong
10:45 - 11:00 MORNING TEA
11.00-11.30 Navigating Complexity: Applying a service design lens to the domestic help industry in the region
11:30 - 12:00 Social Innovation & Service Design
12:00 - 12:40 Facilitated Discussion (hosted by Kristin Low)
Stephen S. Y. Wong, Shalini Mahtani, Michael Lai & Alvin Yip
12:40 - 13:30 Lunch (included in conference program)
13:30 - 14:30 This is Service Design Doing (activity):
Marc Stickdorn, Adam Lawrence & Lauren Currie
14:30 - 15.00 Design-led social change
15:00 - 15:30 Reshaping Education in China
15:30 - 15:45 Afternoon tea
15:45-16:20 Facilitated panel discussion (hosted by Elaine Ann)
Michelle Lam, Sam Lau, Ada Yuen & Oliver Haas
16:20-16:50 The Service Dance: Choreographing the steps of customers and service providers. Michael Lai
16:50-17:20 Customer Experience & Financial Services
17:20-17:50 Day 1 Reflection & Wrap Up
Marc Stickdorn, Lauren Currie, Adam St Lawrence & Kristin Low
DAY 2 - FRIDAY, SEPTEMBER 30TH
TRY, APPLY, EXPERIENCE
9:00-17:30 Hong Kong Service Safari
Choose your own service design adventures!
Day 2 is all about building on what you learned, applying your knowledge and having fun with it.
Choose a theme and participate in workshops, entrepreneur Q&A's and mini-jams at various locations around Central Hong Kong.
You'll meet and interact with:
- Local entrepreneurs and business people
- International speakers & presenters
- Service design experts, practitioners, educators and mentors
This is your chance to ask questions, practice your skills, share experiences and find out how to apply design in your role back at work.
DAY 2 SCHEDULE
9:00 Assemble at home base (location TBA). Briefing about the day, choose a theme, form teams and collect your Service Safari survival pack. Safari Leaders will be assigned to each team.
9:30-10:00 Teams are assigned their first clues and set off on their Service Safari adventures in the wilds of Hong Kong.
10:00-12:00 Attendees are actively exploring, discovering and experiencing service design in Hong Kong.
12:00 - 14:00 LUNCH (no matter where you are, lunch will be provided!)
14:00-17:00 Attendees continue their service safari adventures, following clues, changing themes, learning new things, meeting interesting people and having inspiring conversations.
17:00-17:30 Attendees make their way back to home base.
17:30-19:00 SOCIAL MIXER
Relax, unwind and swap stories with your fellow attendees, speakers and sponsors. Enter your lucky tokens into the draw for a round of mystery prizes and rewards.
Marc co-authored award winning book "This is Service Design Thinking" with Jakob Schneider in 2010. He is a professor at the Management Center Innsbruck in Austria, and speaks about service design and innovation around the world. He also co-designed digital customer experience tools: Smaply and ExperienceFellow.
Shalini is Co-founder and Chair of the Zubin Foundation, a non-profit social policy think tank in Hong Kong. In May 2016 she launched HospitalAdvisor, a transformative patient-centred platform designed to empower patients, improve safety and raise the quality of care in Hong Kong's public and private hospitals.
Stephen S. Y. Wong is Asia Miles CEO and a leading promoter and educator of design thinking in Asia. His expertise covers design thinking, strategic planning, loyalty & CRM, innovation, eCommerce, sales, marketing and distribution management. He is an experienced senior executive and well known speaker and adviser to the startup community in HK.
Lauren is a designer, innovator and entrepreneur. Known also as ‘redjotter’ (from her popular design blog), Lauren co-founded UK based Service Innovation consultancy Snook at just 23 years of age. She was recently featured in Management Today and ELLE as one of the top business women changing the world.
Xin is Professor, School of Design at Jiangnan University. He holds a PhD in Design from Carnegie Mellon University with research interests in interaction and service design, cultural studies, and product development. He is currently leading a “Redesign Design Education” movement in China. It aims to reform design education and evolve principles of design, from “logic of things to logic of behaviors.”
Adam is co-founder of WorkPlayExperience, and co-initiator of the Global Service Jam. He is a customer experience consultant, comedian and actor with a background in psychology. He incorporates theater, film, stand-up comedy and storytelling into his approach to service innovation.
Kristin is founder of Design Thinking Asia, a regional training organisation and professional network with over 2000 members. He is also heads up On-off Group, a customer experience and service innovation consultancy. He has a particular interest in Artificial Intelligence and it's impact on the future of work.
Ada is the Executive Director at Urban Spring, a purpose-driven start-up with a mission to reduce the consumption of single-use plastic in Hong Kong through the provision of safe and modern water drinking experience. Ada is also a co-founder of 43 Ventures which invests financial and human capital in innovative social start-ups.
Kristian heads up Make Studios' Australian team and enjoys helping large corporations become more innovative, empathetic and commercially sustainable. Known for his inclusive and collaborative style, he enjoys meeting people who are passionate about the potential of Design to change the world for the better.
Markus is co-founder of WorkPlayExperience and co-initiator of the Global Service Jam - the world’s biggest ever service design event. He is a service innovator, qualified scientist and accomplished musician who has worked with telecommunication, engineering, banking and IT sectors.
Alvin is Founder of CIRCUS Ltd. The company innovates across the fields of cultural and creative industry, social innovation and entrepreneurship, urban system and strategy, participatory design and curatorship. Alvin also serves as Professor and Vice Dean of City Design and Innovation at CAFA Beijing, after being Founding Director of Jockey Club Design Institute for Social Innovation in Hong Kong.
Elaine is founder of Kaizor Innovation - a strategic innovation and user research company based in Hong Kong. She helps companies targeting at the China market access and identify unmet market needs and create new product innovation strategies in Greater China.
With over a decade of comprehensive UX experience, Ada co-founded Hong Kong based UX company Cool Granite. She has deep expertise leading and collaborating on UX strategy, design, and execution. Her goal is to drive conversions and ROI for web-based and app experiences.
Sam is the founder of Total Loyalty Company, a one of a kind service in Hong Kong helping companies create and develop happy and healthy workplaces, using a combination of engaging events and benefits. He specialises in designing innovative solutions for clients, such as the popular Office Marketplace initiative, now held regularly in over 30 companies; and the recently launched MBA Athlete program, to provide a holistic wellness program embedded into one of HK’s leading MBA courses for its students
Sudesh heads up AXA Hong Kong's Customer Experience team. Known for not always doing things 'by the book', Sudesh takes a unique approach to corporate change and transformation. He is driven to improve the way organisations engage and interact with customers.
Michael Lai is an independent experience design consultant, helping businesses leverage design to plan and execute great experiences. His clients have included startups, non-profits, and global companies in the education, finance, retail, and technology industries.
Oliver works at Cathay Pacific Airways as a UX practitioner and Product Designer. He is also co-founder of product development studio, Little Bonsai and has lived in six countries as a freelance designer. Ollie is a passionate runner and drummer, with a love for good funk and colourful clothes.
Michelle is founder of Spoilt (www.spoilt.com.hk) the leading provider of unique experience vouchers platform in Hong Kong offering experience gifts, events and loyalty rewards. She works with companies to design experiential reward programs to engage their best employees and inspire loyalty in their top clients.
Larissa is a consultant at Somia CX, helping local and international companies create meaningful experiences for the rapidly emerging market of Indonesia. She runs public meetups, workshops, and biannual conference to share knowledge about human-centred design among practitioners in Indonesia.