Conference Program

The conference is divided into two tracks: Head to Track 1 for talks and Track 2 for workshops.

Registration is required for workshops. This year, workshop registration will take place two weeks before the conference. Registered participants will receive an email with registration instructions. 


8:00AM–9:00AM

Registration


9:00AM–9:10AM

Opening remarks


9:10AM–10:10AM

Keynote: Service Design Economies, Professor Guy Julier


 

Track 1

10:30AM-12:00PM
Session theme: Service Design Beyond User-Centricity
Effective service design projects require going beyond end-users to including front line staff and designing for cultural change.

 

Redesigning Access to Social Assistance in Toronto

  • Clara Ganemtoré, Policy Development Officer, City of Toronto
  • Safiah Chowdhury, Policy Development Officer, City of Toronto
  • Shari Kamali, Manager, Employment & Social Services Division, City of Toronto

The delicate dance between design and change within an Indigenous organisation

  • Heather Daam, Innovation Designer, The Moment
  • Dr. Alexandra Makos, Lecturer, OISE University of Toronto

Design Thinking at Work: How Innovative Organizations Are Embracing Design

  • Dr. David Dunne, Director of MBA Programs, Peter B. Gustavson School of Business, University of Victoria

    Track 2

    10:30AM-12:00PM
    Workshop 1

    A Sampler of Service Design Methods

    • Jacqueline Antalik, Director of User Experience, OpenRoad Communications
    • Deborah MacKenzie, User Experience Designer, OpenRoad Communications
     

    12:00PM–1:00PM

    Lunch (served on site)


    1:00PM–2:00PM

    Plenary Dialogue: Activating Service Design in Organizations,

    • Mark Kuznicki, Co-founder, The Moment
    • Greg Judelman, Co-founder, The Moment
    • Judy Mellett, Director, Service Design, Innovation & Strategy at TELUS
    • Jesús Gorriti, Head of Digital Customer Experience and Design, Royal Bank of Canada

     
     

    Track 1

    2:00PM-3:30PM
    Session theme: Service Design Gets Political
    As service design’s influence increases, we must grapple with the ethical and political dimensions of the work.

     

    Let's Get In Form-ation

    • Irene Guglielmi, A/Executive Director, Government Digital Experience Division (GDX), Province of B.C.
    • Deanna Young, Team Lead, Service Design Specialist, Government Digital Experience Division (GDX), Province of B.C.

    Reflection on the political scope of user-centered design

    • Philippe Gauthier, Associate professor at the École de design of the Université de Montréal

    P is for Political: Participatory Design and Rebalancing the Power Differential

    • Tai Huynh, Creative Director, OpenLab, University Health Network

    Track 2

    2:00PM-3:30PM
    Workshop 2

    Who is Your Future Customer?

    • Vanessa Rementilla, Design Strategist and Coach, RBC
    • Adi Sharma, eX Strategist, RBC
     

    3:30PM–3:50PM

    Break


     

    Track 1

    3:50PM-5:20PM
    Session theme: Service Designing the Future
    Service Design practice evolves quickly, requiring integration with new technologies, infrastructure and metrics.

     

    Preschoolers, Artificial Intelligence & Education

    • François Perrin, User Experience Designer
    • Anna Wu, Principal User Experience Designer

    What is the end point of service design in government, anyway? The Future of Civics and Crafting it together

    • Kristofer Kelly Frère, The City of Calgary
    • Jonathan Veale, The City of Calgary

    Beyond NPS – why the ‘silver bullet’ CX metric misses the mark

    • Katherine Monteith, Design Strategist, Bridgeable
    • Marie Serrano, Policy Innovation Hub, Ontario Government

    Track 2

    3:50PM-5:20PM
    Workshop 3

    Video Prototypes for Service Design

    • Michael-Owen Liston, Product Designer, Rangle.io
    • Daniel Epstein, Associate, Service Design, Bridgeable
     

    5:20PM–5:30PM

    Closing Remarks


    6:00PM–Late

    Social evening presented by FJORD
    La Société, 131 Bloor St W