Two Days of education & Adventure !


Program Overview

DAY 1 - Thursday, September 29th


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 
Shalini Mahtani

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
Larissa Rena

11:30 - 12:00 Social Innovation & Service Design
Alvin Yip

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
Ada Yip

15:00 - 15:30 Reshaping Education in China
Xiangyan Xin

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 
Sudesh Thevasenabathy

17:20-17:50 Day 1 Reflection & Wrap Up
Marc Stickdorn, Lauren Currie, Adam St Lawrence & Kristin Low



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.


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.