Embracing change at the Service Design Global Conference 2020

The international community, Service Design Network (SDN), founded in 2004, arranged an online conference focusing on service design in October of 2020. The conference was planned to be held physically in Copenhagen, but due to the global pandemic, all keynotes, workshops, and other events were held online utilizing convenient tools for collaboration.

This year’s theme was embracing change, a topic strongly reflected in all presentations. Keynote speakers this year were employees of big corporations and experts in service design from different cultures, countries and time zones.

In this blog post I summarize two intriguing presentations and ponder service design trends and opportunities for value creation in companies.

Embracing change and service design today

Birgit Mager, one of the founders of the SDN community and the first Professor in Service Design globally, has attended every SDGC conference since the beginning. In a short introductory presentation, Status of Service Design Today, Mager explains current transformation in operations of companies and how the roles of service designers have changed over time. Although service designers by default are optimistic, the “new normal” (due to Covid) has largely impacted ways of work, she says.

Mager emphasizes that the important of technology substantially has grown, but the future lies in utilizing both new technology and data to create services. Currently, we already are using a lot of technology and conduct research online, but a change has happened in agencies, where e.g. data scientists are involved as new roles in service design, Mager explains.

In addition to these, ethics has been put as a focus when creating services. Other equally relevant areas are sustainability, accessibility, and participation, Mager mentions.

Designing aviation future through design

The Dutch aviation company, KLM, founded over a hundred years ago, has recently been facing challenges due to the global pandemic and how it has changed the aviation industry. The complex industry is naturally very regulated and evolves rapidly as consumers are becoming extensively environmentally aware.

In a jointed keynote, Ryanne Van De Streek, project manager at KLM, and Anouk Randag, service design consultant at Livework, presented a sample of methods through which KLM has introduced new ways to innovate and develop services.

As a company, KLM has already for some time put efforts on design and has also started design initiatives that currently are in use. KLM, however, wanted to continue developing these new methods with a goal to activate ~1500 employees, to develop competences and to involve innovation in a system by the end of 2023.

According to Randag, high impact can be created by utilizing, developing and scaling current initiatives. In her presentation and new model was presented that had been co-created iteratively within KLM as an organization.

Although KLM drastically have had to cut budgets due to Covid, Van De Streek explains that certain areas still are being put in action. For example, are their new service design principles and process (”KLM X way of working”) shared with new employees to foster agility, as this continuously is needed in their industry.

To summarize, we can conclude that although service design is quite a broad principle, it can work as a great way to develop internal working methods and sustainable business in organizations. By being open to new ideas, utilizing current competences and starting initiatives, with a focus on building custom ways to work, organizations can achieve innovation and test new business models.

Written by Thomas Djupsjö
MBA Student at Laurea, University of Applied Sciences 

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