Journey Framework

Journey Framework

What is it? A structural visual that shows how a journey breaks down to requirements. Why did I create it? We often use experience language interchangeably or without context on how the pieces relate to each other. Teams work at different levels of zoom and need a way...
Service Design Network Global Conference 2019 in Dublin

Service Design Network Global Conference 2019 in Dublin

I hosted the 11th annual global service design network conference in Dublin, October 10-12. As part of the Service Design Network leadership team, my core responsibility is our global conference strategy, which means I have the honor of introducing the conference with...
SX 2017 Wrap Up

SX 2017 Wrap Up

Five years ago Adaptive Path launched the Service Experience Conference, or SX, to focus on the emerging practice of service design. This year was the first that I didn’t direct the conference. Kendra Shimmel, Andrea Fineman, and Nick Remis took the reigns and...
Takeaways from the Service Design Network Conference 2016

Takeaways from the Service Design Network Conference 2016

Eight years after the first Service Design Network conference debuted in Amsterdam, we returned to the city of canals, bikes, and bitterballen to host our ninth annual conference. Since that first conference, we’ve certainly come a long way. Attendance has grown...