D.Talks is an ongoing series of panel discussions presenting practical information about current trends and hot topics in the world of design and business. Our goal is to foster robust dialog and critical thinking, so crowd participation is an integral part of each event.

Service design is an emerging discipline that is already an integral part of many design practices in Europe, but is only starting to take hold here in the States. Up until now, little attention has been paid to this shift in design thinking, but that’s changing as companies are starting to see the immense benefit of thinking about how their services are crafted and ultimately experienced.

Is service design the next big growth opportunity for designers? Come learn about this nascent field, which aims to analyze, streamline and improve upon the emotional dimensions of a service that, in the end, add up to a great customer experience. The approach is human-centered with the primary goal of elevating an organization’s quality of service, its customers’ experiences and ultimately the perception of its brand.

We hope you’ll share your own insights and questions as we uncover the meaning and impact of service design and how you can incorporate basic principles to broaden the reach of your design repertoire.

Networking: 6:30 PM
Discussion: 7:00 PM

Moderator and Host:
Josh Levine
Director of Strategy
Great Monday
For over ten years Josh has helped global brands engage consumers and empower employees. Today his consultancy Great Monday helps clients and agencies build meaningful brands with programs that promote behavior change. Josh regularly speaks, writes, and leads workshops on brand and was recently honored with a fellowship at the Contemporary Jewish Museum.

Panelists:
Hugh Dubberly
Founder and Principal
Dubberly Design Office

Hugh is a design planner and teacher. At Apple Computer in the late 80s and early 90s, Hugh managed cross-functional design teams and later managed creative services for the entire company. While at Apple, he co-created a technology-forecast film called “Knowledge Navigator,” that presaged the appearance of the Internet in a portable digital device. While at Apple, he served at Art Center College of Design in Pasadena as the first and founding chairman of the computer graphics department.

Intrigued by what the publishing industry would look like on the Internet, he next became Director of Interface Design for Times Mirror. This led him to Netscape where he became Vice President of Design and managed groups responsible for the design, engineering, and production of Netscape’s Web portal. Hugh graduated from Rhode Island School of Design with a BFA in graphic design and earned an MFA in graphic design from Yale.

For more information on Hugh’s love of diagrams, read AIGA’s Supermodeler article.

Jamin Hegeman
Interaction and Service Designer
Adaptive Path

Jamin Hegeman is an interaction and service designer at Adaptive Path. He has taken quite an adaptive path to get here, from poetry to journalism to editing to web design to a masters degree in design, where his passion for design flourished. He is interested in raising the awareness of design as an approach to addressing highly complex problems and working in multidisciplinary teams to tackle those problems. His work focuses on human-centered service offerings that aim to improve quality of life while also aligning with business goals.
Professional Background

Previously, he was a senior designer at Nokia, where he led efforts to define new services, experiences, and business opportunities for business development, strategic growth areas, and corporate social responsibility. He has produced solutions for mobile, web, netbooks, as well as other networked products in areas such as communications, health care, media, location-based services, commerce, and social interaction.

Chris McCarthy, MPH, MBA
Director, ILN || Innovation Specialist, IC
Kaiser Permanente

Chris McCarthy is the Director of the Innovation Learning Network (ILN) and an Innovation Specialist with Kaiser Permanente’s Innovation Consultancy (IC). He has been with Kaiser Permanente since 1997, in various roles from implementing electronic health records to redesigning the medication administration and shift change experiences. In 2003, Chris partnered with IDEO to learn and import methods of “design thinking” into Kaiser Permanente, and has co-led several multiregional innovation projects which have since been implemented in dozens of KP and non-KP hospitals.

Chris also directs a network of healthcare innovators who share design techniques and prototypes to speed learning and deepen inter-organization collaboration. Members include: CIMIT/Partners, US Department of Veterans Affairs, UK’s National Health Service, Via Christi and Kaiser Permanente to name a few.

D.Talks identity by Shawn Rosenberger, Thermostat