Book launch and discussion panel on how design and business can crack the new customer and market challenges. Teams, support, problem-scoping, and how we can fight silos better. 

The session will explore practical issues like creating the right conditions for customer service staff to provide excellent human experiences, as well as considering wider questions such as measuring the cost of human interactions against the value it delivers within customer experiences.

Is our vision for designs’ influence ambitious enough? Festival second day opening by Matt Hunter 9am - 9:30am

When we think about service design supporting people in need, a lot of activity is somewhat incremental, fixing bad experiences. Join Matt as he highlights the challenges he’s seen and experienced and shows where service design is moving our thinking beyond improvement.

Where are we now and where are we going? Design in the third sector panel hosted by Matt Hunter 9:30am - 10:30am

Service design used by a growing number of charities in different ways, from setting the foundations to delivering services. Join our expert panel as we uncover how service design is being used in the charity sector, the impact it’s having and the direction it’s going in.

This event will explore the tension between user and planetary needs when designing services. As designers we’re used to embracing the uncertainty of user behaviour but are currently ill-equipped to understand the relationship between these behaviours and the environmental impact of our products and services.

Interest in environmental sustainability has never been higher. How can service designers win business and build the capability to answer challenges around the climate crisis? Join Rob Maslin and Lauren Currie as they ask a panel with a range of experts.

Do you feel comfortable going into the murky waters of uncertainty? How does one learn to deal with uncertainty? What role does it play in design practice? Join our opening panel hosted together with top-notch design specialists, cross-disciplinary creative minds.