Jamin Hegeman

Tag: Service Design

  • Advancing Service Design Conference Day 1

    Advancing Service Design Conference Day 1

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    Day 1 of Louis Rosenfeld’s Advancing Service Design conference wrapped. The talks left me inspired, questioning, and reflecting. John Cutler: Navigating Change Without Burning Out John’s insight that “everyone is circling around different models” for the same topic really struck a chord with me. Whether it’s software architecture, value streams, or customer journeys, each model…

  • Journey Framework

    Journey Framework

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    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 to talk about how their part fits…

  • Service Design Network Global Conference 2019 in Dublin

    Service Design Network Global Conference 2019 in Dublin

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    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.

  • SX 2017 Wrap Up

    SX 2017 Wrap Up

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    Five years ago Adaptive Path launched the Service Experience Conference, or SX, to focus on the emerging practice of service design. I was honored to be part of this year’s lineup. Read on for notes and reflections.

  • Takeaways from the Service Design Network Conference 2016

    Takeaways from the Service Design Network Conference 2016

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    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 from 220 that first year to 650 this year. And we had two full…

  • Teaching and Talking Service Design at #Productized16 in Lisbon

    Teaching and Talking Service Design at #Productized16 in Lisbon

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    While only in its second year, I was really impressed with the Productized conference in Lisbon. I was there to run a four-hour Service Design Crash Course workshop and give the closing keynote, titled So You Want to be a Service Designer. I have run 14 conferences, so I know what it takes to pull off…

  • Themes from Service Design Network Conference New York

    Themes from Service Design Network Conference New York

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    The seventh annual Service Design Network Conference took place in New York on October 2-3, 2015, hosted at Parsons The New School. As a principal of the network, and the head of the SDN event board, I played a role in organizing the conference, moderated the opening panel, and helped keep everything running smoothly. Each year, new themes,…

  • Service Design Global Conference 2014 Snapshot

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    Last month I attended my seventh consecutive Service Design Network conference. This year’s conference was held in Stockholm, Sweden, and hosted more than 600 attendees. At the end of the conference, during the SDN management team’s closing remarks to the audience, I provided a quick summary of all the points made by the speakers, listed…

  • US Airways Contact Us Overkill

    US Airways Contact Us Overkill

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    In the context of the service design and service experience work I do, I’ve been much more focused on the way the services I interact with communicate with me. In this case, I wanted to communicate with US Airways and was presented with the following form, which asks for my Dividend Miles number, name (“Must…