Service Design Hong Kong

Program

Designing Change

 

If you agree with Herbert Simon that designers transform current situations into desired ones, then designers are instigators of systematic change. We've shaped a two-day program that tells the story of designers stirring, scaling and sustaining change in organisations big and small.

 
 
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Day One

Thursday, October 19th

Day one brings everyone together at Blueprint for a day of stories, case studies, lessons learned and interactive dialogue. Speakers come from different regions, professional backgrounds and different rungs of the organisational hierarchy to share their diverse perspectives on change.

 

9:00

Welcome

9:10

Conference Challenge

Unraveling Assumptions
Unlearn what you think you know while getting to know the people around you.

9:30

Talk

Is Design Thinking Just Critical Thinking?

How much of design thinking is merely critical thinking, listening and learning to disagree? After years of teaching design thinking in the rigid learning culture of China, May has a new take on the old concept.

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Professor May Lee

Dean, School of Entrepreneurship and 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 organisations, 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

TALK

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 Simon Sineks ‘start with why’ attendees will learn what matters most about getting real results, fast.

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Steven Lau

Head of Branding and Customer Experience, Big Cat Solutions

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

PANEL

Computer Says No - Why do many organisations find it hard to change?

Why do so many organisations find it hard to change? What's getting in the way? What can we do to break through? The panel will talk about how to fire up 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

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Maria Sit

Chief Client Experience and Digital Officer, Sun Life Hong Kong

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Chirryl-Lee Ryan

Head of Experience Design, Isobar Hong Kong

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Steven Lau

Head of Branding and Customer Experience, Big Cat Solutions

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Arthur Yeh

Representative of Service Design Network Taiwan

11:00

Coffee Break

 

11:15

TALK

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.

11:45

TALK

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

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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. Girish is about challenging industry convention, thinking differently and creating intuitive new concepts that deliver from a genuine customer’s point of view.

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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.


12:15

Lunch Break


1:15

Conference Challenge

Active Data

Get up on your feet and explore different viewpoints on the most controversial topics facing design in Hong Kong.

 

1:45

Talk

Technology and Inclusive Leadership

Traditional patterns of leadership have to evolve to make space for transformation. Maaike will share how she pioneered a culture of inclusive leadership at CBA to enable innovation, creativity and change.

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.

2:15

PANEL

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

Song Chae

Senior Experience Design Strategist, Sun Life Financial

3:15

TALK

Design-driven Fintech

In his talk, Nelson will explore how design is helping to change the future of finch and 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.

3:45

TEA BREAK

 

4:00

Conference Challenge

Creative Mix

Team up to  to find oblique solutions to the problems that the local comunity faces day-to-day.

 

4:30

TALK

Storytelling for Designers

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

Perry Lam

Founder and 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.

5:00

Talk

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.

 

5:30

Wrap up





 

Friday, October 20th

Day two is full of workshops taking place across the city. Participants can pick one track from the four. Each track gives a different take on making change happen from strategic to personal, and theory-centred to action-packed.

 

Track 1

Stirring Change

WORKSHOP

Tackling Tough Topics

Change starts with braver conversations. This workshop will give participants hands-on experience in opening up the tough dialogues that can instigate real change in their organisations.

Sunhera Cariappa

Founder, The Ultimate Toolkit

WORKSHOP

Breaking Down Barriers to Change

Designing how things should be is only the first step in a transformation. This workshop helps participants figure out what’s standing in the way of their ideal, then systematically break down those barriers to get there.

Alvin Li

CEO and Co-Founder, Givo

Jenny Zhang

Transaction Services Manager, Deloitte, AICPA


Track 2

Scaling Change

WORKSHOP

Strategy through Action

Service design is most effective when it has a seat in strategic discussions. That way, customers have the spotlight, value proposition perfectly fit their needs, and business process all support one customer-centric vision. This fast-paced workshop helps participants use design to drive business strategy.

Jane Marshall

Strategy and Marketing Director, Make Studios

Clarence Tam

Service Designer and Storytelling Lead, Make Studios

WORKSHOP

Connected Service Design

Complex services can only be delivered when the whole organisation—from the front line to the boardroom—is working together toward the same goal. Participants in this workshop will learn the theory of using an organisation’s existing to culture to create change, then hit the streets and actually make a change happen.

Cat Hayes

Design Director, Make Studios


Track 3

Sustaining Change

WORKSHOP

Transformational Leadership

Grand transformations often go astray without great leaders. In this workshop, participants will compose, prototype and test leadership constellations to redefine what kind of minds, personalities and actions it takes to make innovation happen.

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Angelia Muller

IoT Mentor, TechStars New York

WORKSHOP

Selling Service Design

Build the case for service design in your organisation using an evidence-based approach to overcome barriers and fast-track innovation.

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Meghan Hayes

Experience Design Manager, Lane Crawford


Track 4

Mojo Nomad Jam

WORKSHOP

Creating a Co-living Experience

Immerse yourself in the Ovolo way in a full-day collaborative design jam on how premium hospitality can be applied to a new co-living brand.

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Lou Schenk

Service Design Lead, Make Studios

Samantha Lim

Senior Service Designer, Fjord

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