Let’s Debate: Why are we failing to design equitable services?

Services are the intangible backbone of the US economy; two thirds of US economic activity occurs in the services sector. However, most services are not intentionally designed which results in inconsistent and often detrimental experiences with consequences for end users, employees, and organizations. Though frequently misunderstood, service design is integral to creating seamless and intuitive experiences made up of omnichannel touchpoints and multiple types of stakeholders. It strives to meet the needs of the user – but also widens the scope to include needs of the people behind the “curtain”, promote sustainable practices, reduce errors and unnecessary cost, and create more equitable workplaces.

During this event, participants will learn about the power of service design, the current landscape with the State of Service Design in the US report, and listen to and participate in a set of moderated debates. The debates, moderated by frog North America’s Head of Service Design Jessica Leitch, will feature a group of inspiring, diverse, and insightful design practitioners and leaders across the United States. Debate topics will include how service design can expand beyond traditional human-centered design, actionable ways to incorporate DEI principles into service design practices, and the differences between designing private and public sector services.

Schedule

• Introductions & the power of service design (15 min) – Brief introduction of event; Review service design’s utility and case studies
• State of Service Design in the US Report (25 min) – Highlights from the newly released report, including highlights on up and coming industries, the industries’ demographic makeup, and future opportunities
• Let’s Debate Service Design! (50 min) – A set of three debates moderated by frog North America’s Head of Service Design to discuss service design, human-centered design, DEI, and other topics.

*Registered attendees can access the virtual event by visiting the event page, where they will be able to join the event directly OR follow the link in your event confirmation email. Visit our FAQ for additional info.