day 0108:00 - 09:00 Registration

yo u n g w e lc o m e c e n t r e

09:00 - 10:30 Morning SessionsCRH Gallery (South End)

09:00 - 09:15 Conference Opening

09:15 - 10:00 How the Arts Can Bridge the Gap Between Cultures Jesse Wente | CBC Radio

10:00 - 10:30 In/Visible: Shaping Hidden Social Structures Through Service DesignDr. Josina Vink | Oslo School

of Architecture and Design

10:30 - 11:00 Coffee Break

16:00 - 18:00 Afternoon SessionsC R H G a l l e ry (S o u t h E n d )

16:00 - 16:30 Service Design Award Ceremony

16:30 - 17:00 Designing Sports Fan Experience Humza Teherany | Maple Leaf Sports &

Entertainment

17:00 - 17:45 Design in Service of Place:Community Business on Fogo IslandZita Cobb | Shorefast | Fogo Island Inn

17:45 - 18:00 Wrap-up and Close

18:00 - 20:00 SDGC ReceptionKo e r n e r G a r d e n s

11:00 - 13:00 Morning Breakout Sessionslimited capacity for track 03 - 07: please register prior to the conferenceplease note that talks end at 12:30 and workshops end at 13:00

Track 01: Practicep r e s e n tat i o n sC R H G a l l e ry (S o u t h E n d )1 1 : 0 0 - 1 2 : 3 0

Track 02: Policyp r e s e n tat i o n sKo e r n e r G a r d e n s1 1 : 0 0 - 1 2 : 3 0

Track 03:w o r k s h o pM e e t i n g R o o m # 21 1 : 0 0 - 1 3 : 0 0

Track 04:w o r k s h o pC i t y B u i l d e r s G a l l e ry1 1 : 0 0 - 1 3 : 0 0

Track 05:w o r k s h o pCo m m u n i t y S t u d i o1 1 : 0 0 - 1 3 : 0 0

Track 06:w o r k s h o pB l a k e s R o o m1 1 : 0 0 - 1 3 : 0 0

Track 07:w o r k s h o pB M O At r i u m1 1 : 0 0 - 1 3 : 0 0

A Tiny Service Design History Daniele Catalanotto | Swiss Innovation Academy

Power and Service Design: Making Sense of Service Design’s Politics and InfluenceGordon Ross | OXD

The Evolving Double Diamond: How Design Can Tackle Economic and Societal ChangesCat Drew | Design Council

Designing a Purpose-Driven Circular EconomyMark Kuznicki | The Moment

& Christian Bason| Danish Design Centre

Designing Future Services Through Immersive ExperiencesSara Gry Striegler & Christina Melander| Danish Design Centre

InclusiveCo-Design: Making Co-Design Processes Inclusive to People With Language BarriersHitomi Yokota| Bridgeable

Building Bridges Through Music-MakingTerri Segal| Rhythmic by Nature

Critical Making as an Antidote to Design ThinkingMatt Ratto | University of Toronto

Breaking the “Design Immunity“ of the Legal TouchpointsAngélica Flechas | Háptica

Play & Work: How Tangibles Offset Design Thinking Flaws Annemarie Lesage | HEC Montréal

Sustaining Homeless ServicesTaylor Cook | City of Austin

12:30 - 14:00 Networking Lunch

thursday, october 10morning

afternoon

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14:00 - 15:30 Afternoon Breakout Sessionslimited capacity for track 03 - 07: please register prior to the conference please note that talks begin at 14:00 and workshops begin at 13:30

Track 01: Partnershipp r e s e n tat i o n sC R H G a l l e ry (S o u t h E n d )1 4 : 0 0 - 1 5 : 3 0

Track 02: Inclusivityp r e s e n tat i o n sKo e r n e r G a r d e n s1 4 : 0 0 - 1 5 : 3 0

Track 03: w o r k s h o pM e e t i n g R o o m # 21 3 : 3 0 - 1 5 : 3 0

Track 04:w o r k s h o pC i t y B u i l d e r s G a l l e ry1 3 : 3 0 - 1 5 : 3 0

Track 05:w o r k s h o pCo m m u n i t y S t u d i o1 3 : 3 0 - 1 5 : 3 0

Track 06:w o r k s h o pB l a k e s R o o m1 3 : 3 0 - 1 5 : 3 0

Track 07:w o r k s h o pB M O At r i u m1 3 : 3 0 - 1 5 : 3 0

Burning and Building Bridges: Lessons from Five Years of Deep Partnership to Redesign the Canadian Welfare StateDr. Sarah Schulman | InWithForward

We Have Met the Enemy and They Are UsJohn Powell | Hypergiant

The Evolving Double Diamond: How Design Can Tackle Economic and Societal ChangesCat Drew| Design Council

To Get the Right Answer Ask the Right QuestionRoman Schoeneboom| Credit Suisse AG

Service Design for Startups: Adapting our Practice for a New FrontierJesse Grimes | Kolmiot

Dr. Tim MacLeod | Bridgeable

Chatting Chatbots: Bringing Chatbots to LifeMax Silverbrook& Hudson Pridham| Bridgeable

Designed IntelligenceAnna Skrypnychenko& Connor Upton | Fjord

Holistic Experience Strategy: Bridging the Gap Between Brand, Business and Service Design Ellen Haller | Fjord

Furthering Self-Determinati-on: Building Bridges Through Co-Design Vickey Charles | The Australian

Centre for Social Innovation

The Missing Framework to Bring Companies and Startups Together Clara Bidorini | Kyvo

Transformative Service Design Action: Exploring the Quality Life of Dementia Patients and Caregivers Chen-Fun Yang | DreamVok

15:30 - 16:00 Coffee Break

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day 02friday, october 11

08:00 - 09:00 Registrationyo u n g w e lc o m e c e n t r e

09:00 - 10:30 Morning SessionsC R H G a l l e ry (S o u t h E n d )

09:00 - 09:45 Designing for Trust

Steph Hay | Capital One

09:45 - 10:30 Award Winner Presentations

10:30 - 11:00 Coffee Break

11:00 - 13:00 Morning Breakout Sessionslimited capacity for track 03 - 06: please register prior to the conferenceplease note that talks end at 12:30 and workshops end at 13:00

Track 01: Transformation p r e s e n tat i o n sC R H G a l l e ry (S o u t h E n d )1 1 : 0 0 - 1 2 : 3 0

Track 02: Futuresp r e s e n tat i o n sKo e r n e r G a r d e n s1 1 : 0 0 - 1 2 : 3 0

Track 03:w o r k s h o pM e e t i n g R o o m # 21 1 : 0 0 - 1 3 : 0 0

Track 04:w o r k s h o pC i t y B u i l d e r s G a l l e ry1 1 : 0 0 - 1 3 : 0 0

Track 05:w o r k s h o pCo m m u n i t y S t u d i o1 1 : 0 0 - 1 3 : 0 0

Track 06:w o r k s h o pB l a k e s R o o m1 1 : 0 0 - 1 3 : 0 0

Minding the Mindset: Surviving and Thriving in OrganisationsDr. David Dunne | University of Victoria

Trusting Invisibility: Designing Futures We Can’t See or Even UnderstandLasse Underbjerg | Designit

Designing Innovation SpacesAntonio Iadarola& Antonio Starnino| Studio Wé

Oh Boy! I’m in Trouble... Your Rescue Guide for Facilitating a Workshop on a Topic That is Considered TabooLaura Lorenzo| Service Design Portugal

All Work and No Play Makes a Service a Dull JobRenzo Vallejo | Designit

Meters, Kilos, NPS... and Other Success MetricsItziar Pobes Gamarra| We Question Our

Project

& Silvia Calvet |

Adevinta

Building Bridges to Get Everything You WantDeborah Zell | Dell Technologies

Designing Our Future Today: Service Design at the Front Lines of Climate ResilienceAran Baker | Cohere Design Lab

& Emily Wright | Culture SHIFT

Getting Involved: How to Embed and Manage Service Design in Large Organisations Using the Service Design Maturity ModelNiels Corsten | Koos Service Design

Creating Meaningful Experiences Through Complexity: Designing Human Services Solutions at IBM Watson Health Charlyne Lefebvre-Paillé | IBM Watson Health

12:30 - 14:00 Lunch

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16:00 - 18:00 Afternoon SessionsC R H G a l l e ry (S o u t h E n d )

16:00 - 16:30 Designing for Imperfect Systems Josh Greenhut | Bridgeable

16:30 - 17:00 Designing for Public Education: Partnerships Across Government, Technology and DesignJudy Mellett I Telus & Eleanor LiddyI BC Ministry of Education

17:00 - 17:45 Loop: Solving for Disposability While Maintaining Its VirtuesTom Szaky I TerraCycle

17:45 - 18:00 Wrap-up and Close

14:00 - 15:30 Afternoon Breakout Sessionslimited capacity for track 03 - 06: please register prior to the conferenceplease note that talks begin at 14:00 and workshops begin at 13:30

Track 01: Behaviourp r e s e n tat i o n sC R H G a l l e ry (S o u t h E n d )1 4 : 0 0 - 1 5 : 3 0

Track 02: Culturep r e s e n tat i o n sKo e r n e r G a r d e n s1 4 : 0 0 - 1 5 : 3 0

Track 03: w o r k s h o pM e e t i n g R o o m # 21 3 : 3 0 - 1 5 : 3 0

Track 04: w o r k s h o pC i t y B u i l d e r s G a l l e ry1 3 : 3 0 - 1 5 : 3 0

Track 05: w o r k s h o pCo m m u n i t y S t u d i o1 3 : 3 0 - 1 5 : 3 0

Track 06: w o r k s h o pB l a k e s R o o m1 3 : 3 0 - 1 5 : 3 0

Designing in ComplexityJulie Guinn | Elsevier

From Flying Planes to Flying People:Transforming One of the World’s Largest Airline Groups to Become Design-Driven and Human-Centric Guido Woska | Lufthansa Group

Unintended ConsequencesLizzie Abernethy| Andthen

Look Before You Leap: A Foresight PrimerShelley Evenson| Fjord

& Amy Sullivan| Fjord | Accenture

Designing with Diversity: How to Adapt Your Design Methods for InclusionBen Kim | TELUS

& Linn Vizard | Service

Design Paths

Service Rollercoasters: How to Build Services Using Storytelling ElementsDaniele Catanalotto | Swiss Innovation

Academy

Overdose: Service Design in the Time of CrisisTai Huynh | UHN OpenLab

Bridge Over the River ResearchShannah Segal | Ontario Digital Service

Customer Behaviour by Design - Influencing Behaviour Beyond NudgingAnne van Lieren | livework

Hothouses for Innovation: Human-Centred, Science-Informed Design for Homelessness ServicesBen Hartridge | Dartington Service Design Lab

15:30 - 16:00 Coffee Break

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