SDN Conference 2010 Redux
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Transcript of SDN Conference 2010 Redux
© 2009 Proto Partners. Confidential & Proprietary.
© 2009 Proto Partners. Confidential & Proprietary.
connecting the dots
© 2009 Proto Partners. Confidential & Proprietary.
© 2009 Proto Partners. Confidential & Proprietary.
© 2009 Proto Partners. Confidential & Proprietary.
Day 1 focused on clients. The goal was to use the chance to hear about clients’ experiences with Service Design and how it makes a difference.
Day 2 was composed for anyone interested in Service Design. There was a deeper
investigation into methods and case studies through lectures and workshops.
© 2010 Proto Partners. Confidential & Proprietary.
5HIGHLIGHTS
© 2010 Proto Partners. Confidential & Proprietary.
the snook ‘myPolice’
keynote end of day 21
© 2010 Proto Partners. Confidential & Proprietary.
© 2010 Proto Partners. Confidential & Proprietary.
the palmu and fonecta
presentation about
customer value2
© 2010 Proto Partners. Confidential & Proprietary.
© 2010 Proto Partners. Confidential & Proprietary.
design continuum
presentation with key
lessons from the cloud3
© 2010 Proto Partners. Confidential & Proprietary.
1. Rethink the role of staff
2. Use technology in the right way
3. Deliver a consistent experience
4. Keep learning from customers
5. Refocus the organisation to deliver what’s right
© 2010 Proto Partners. Confidential & Proprietary.
orange presentation
on internal service
design teams5
© 2010 Proto Partners. Confidential & Proprietary.
1. It’s important not to be overwhelming
2. Advocating through results is worth a 1000 design talks
3. Build up gradually the breadth and depth of design involvement
© 2010 Proto Partners. Confidential & Proprietary.
meeting virtual
friends who are facing
the same issues5
© 2010 Proto Partners. Confidential & Proprietary.
© 2010 Proto Partners. Confidential & Proprietary.
5TAKE-AWAYS
© 2010 Proto Partners. Confidential & Proprietary.
nobody has cracked
the code in easily
selling service design1
© 2010 Proto Partners. Confidential & Proprietary.
despite that, CEX
keen area of interest
for consultants, brand
and ux firms2
© 2010 Proto Partners. Confidential & Proprietary.
importance of
connecting to the
overall change process3
© 2010 Proto Partners. Confidential & Proprietary.
majority of projects
are still humble in
their objectives4
© 2010 Proto Partners. Confidential & Proprietary.
there isn’t the
expertise gap I thought
there might be5
© 2010 Proto Partners. Confidential & Proprietary.
Q&A with Service Design
Rockstar
Fran Samalionis