Service Design Marathon 2021

Ten talented speakers from Africa, America, Asia, Australia, and Europe will present their cases from different industries: from retail and finance to education and engineering.

Every presentation is a real case: from the context and challenges to insights and outcomes.

The event will be in English with simultaneous translation to Russian.

In 2020 Ukrainian chapter of Service Design Network successfully conducted its first Online Service Design Marathon. Over 950 participants from Ukraine and 64 other countries registered to get acquainted with award-winning cases from various industries!

 

We are happy to announce that the 2nd Online Service Design Marathon will take place in April - May 2021! 

Some of the topics are going to be covered this year:

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IF WE BUILD IT, WILL THEY (CUSTOMERS) COME?


Learn how an Indian fintech company moved from failure at the B2C market to 2.8 million loyal B2B customers in less than three years
Using Service Design, we helped them figure out what the market wants to buy. We help them cut through expensive market research, test and validate the market opportunity, and release a far more mature solution well received by customers, and set them on the growth path. 


Rethinking Growth and Billing of a SaaS Company
A SaaS company selling marketing automation software was failing to identify where current problems in monetization exist. Using service design, we helped them realize customer churn is all about adequately understanding your customers’ needs and challenges. This enabled them to offer a positive customer experience by building a comprehensive support system every step of the way.


The cases is presented by Dr. Vidya Priya Rao is the Founder of Innovatus Marketers Touchpoint LLP, a strategy, design, and innovation consultancy, based in Mumbai, India. She is also the India Chapter Leader for Service Design Network. Vidya helps companies harness their innovation power and brings a unique view on how modern companies must operate. 

26 APRIL, 17:00 CET — DR. VIDYA PRIYA RAO
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SERVECE DESIGN AS THE FOUNDATION FOR A STARTAP

We will walk through how leveraged service design skills to help rapidly stand-up Livio Health's palliative care business in 3 months.

Leveraging the Service Blueprint tool as a way to bring team members together and find ways to operationalize a service that delivers an exceptional patient and caregiver experience.

The case is presented by Molly Fuller. Product Owner of Palliative Care Service Line at Livio Health, USA.
 

Molly Fuller has worked as a Service Designer in US healthcare for the past ten years. She is currently the Product Owner for a palliative care startup called Livio Health while also running her own clothing line for teens with a sensory processing disorder.

29 APRIL, 17:00 CET — MOLLY FULLER
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THE GOOD DRONE

How can we use drones in urban airspace? Deliver medicines, emergency first response, and infrastructure surveillance? How do you capture the needs of all the stakeholders in this ecosystem? In this case study, you will hear the stakeholder engagement and design interventions we crafted to collect the right insights, as well as how we structured them to be actionable for the prize designers to use in the design of their challenge.
 

The case is presented by Clara Llamas, Senior Service Designer, Livework Studio, UK.

Clara has 17+ years of experience working on business strategy and applied innovation research internationally. At Livework, she works closely with UKs largest Innovation Fund on social impact challenges and has experience driving organizational change by design in complex global organizations. Originally an Anthropologist, Clara holds an MA in Service Design and Innovation from UAL. She has lived in 8 countries and is passionate about sustainable design and design ethics.

6 MAY, 17:00 CET — CLARA LLAMAS
WHAT IS THE BIGGEST CHALLENGE FOR STUDENS IN 2020? CO-CREATION WITH USERS IN THE AGE OF THE PANDEMIC

Which services are critical for students? What sort of application do they need? Are their needs universal? Join us if you want to know an answer.

“I will demonstrate how I co-created an MVP for a digital service with students and staff of three Finnish educational organizations – during a worldwide pandemic.

The project included an academic course that focused on teaching the students the basic skills of Design Anthropology and Digital Service Design. The pandemic caused several tweaks and modifications for the project, since several stakeholders were not familiar (or engaged enough) with remote co-design tools nor processes. I will present my key learnings from the project”


 

The case is presented by Anna Haverinen, PhD, is a Design Anthropologist and Insight Strategist, Finland. For the past ten years, she has helped major brands, start-ups, teams, and individuals to understand their industry, customers, and end-users better. She specializes in providing strategic and qualitative insight for product and business development.

5 MAY, 17:00 CET — ANNA HAVERINEN
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HOW MIGHT WE DESIGN AN INTUITIVE ELECTRONIC MACHINE AND THE EXPERIENCE OF ITS STAKEHOLDERS?

Learn how service design helped manufacturing company to increase sales, improve time to market, innovation, etc.Mycronic is a global B2B company engineering and building machines for new electronics assembly. They hired Mandalah to train a cross-functional team in design and innovation methods. They aimed to explore products and services globally, improve the machine experience, and optimize the production process by providing analytical tools.
 

The case is presented by Valeria Ossio.

Senior Service & Strategic Designer at Mandalah, Germany.

Valeria is part of the purpose-oriented innovation company Mandalah in Berlin. She has been leading global product innovation projects for Mars, Recaro, and Mycronic and working as a design strategist for projects with Generali and Henkel.

Before joining the Mandalah team, she led international customer journey projects for the Volkswagen Group as part of the Business Innovation Team at AutoVision. Valeria also innovated in the public sector, improving the online and offline offering of apprenticeships in Scotland. At the University of Arts in Berlin, she earned a master's degree in Visual Communication and later on one in Service Design at the University of Dundee in Scotland.

 ХХХ MAY, 17:00 CET — VALERIA OSSIO
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EXPANDING SOCIAL ART PRACTICE

Social art interventions to drive behavioral change within vulnerable communities, has been an emerging practice in Latin America during the last years. But how can artists create their interventions when they are in a lockdown and not allowed to visit the community? How can we design a digital+participatory+art service for behavioral change that actually works? Along this session Javier will discuss a project that portrays how this was done for Colombia, México and Paraguay.

The case is presented by Javier Durango

Service designer currently working as a Strategy Director at Háptica in Bogotá-Colombia.

 

Javier has a double degree in design and business management from Los Andes University and has worked for 5 years designing and implementing human centered services, leading and facilitating workshops and training multiple clients within different industries in Colombia and Latin America. He has a special interest in design research and interaction design.

18 MAY, 17:00 CET — JAVIER DURANGO
Digitising Japan railway. Transformation from analogue to digital perfection.

This presentation introduces the service design and digital transformation case of West Japan Railway Company. Railway companies of Japan have been provided an excellent operation for commuters, but the organization and cultures have been not changed from the analog age. It means the organization's strength becomes a barrier to the transition for adopting digital integration with analog service. We supported overcoming this situation with service design's co-creating and prototyping approach.This presentation introduces the service design and digital transformation case of West Japan Railway Company. Railway companies of Japan have been provided an excellent operation for commuters, but the organization and cultures have been not changed from the analog age. It means the organization's strength becomes a barrier to the transition for adopting digital integration with analog service. We supported overcoming this situation with service design's co-creating and prototyping approach.

 13 MAY, 17:00 CET — VALERIA OSSIO
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