October 3 – Day 1

8:00–9:00 Registration and Coffee
9:00-9:10 Welcome
Jamin Hegeman
, Adaptive Path
9:10-10:00 Keynote
Dave Gray, liminl
10:00-10:30 Shaping Conversations and Establishing Common Ground
Kyle Vice, Philips Design Healthcare
10:30-10:50 Break
10:50-11:20 You’re Almost Home!: Recognizing Emotion in the Mortgage Business and
Enhancing it Through Service Design
Andrew Becker, USAA
11:20-11:50 Optimizing Your Customer Design Value
Diane Magers, AT&T
11:50-12:20 I’ll Meet You at the Business Model: Applying Design Methods to Business Strategy
Tim Ogilvie, Peer Insight & Jessica Dugan, Peer Insight
12:20-1:30 Lunch
1:30-1:40 Product Design : Service Design : Product Management : ????
Peter Merholz, Groupon
1:40-2:10 It’s the Experience That Matters
Melanie Huggins, Richland Library
2:10-2:40 Navigating Through Complexity: Assessing Impact through Experimentation
Meredith DeZutter
, Mayo Clinic Center for Innovation
2:40-3:10 Disrupting Corruption: An Ethnographic Approach to Better Public
Service Delivery
Dave Algoso, Reboot
3:10-3:30 Break
3:30-4:00 Get Real, Fast: Service Prototyping for Innovation
Justin Rheinfrank, gravitytank
4:00-4:30 What it Takes to Become a Superb Service Designer
Robert Bau
4:30-5:20 Keynote
Jamin Hegeman
, Adaptive Path

October 4 – Day 2

8:00–8:30 Coffee
8:30-12:00 WORKSHOPS
Experience Mapping
Patrick Quattlebaum & Chris Risdon, Adaptive Path
Culture Mapping: A New Approach
Dave Gray, liminl
Business Origami: Rapid Service Prototyping
Jess McMullin, Centre for Citizen Experience
12:00-1:00 Lunch
1:00-1:10 Welcome
Jamin Hegeman
, Adaptive Path
1:10-1:40 Digital Services at Marriott
Mariana Cavalcanti, Marriott International
1:40-2:10 How Snow White is turning Airbnb into a Service Design Company
Rebecca Sinclair, Airbnb
2:10-2:40 There Are No Digital Products
Christian Palino, OpenTable
2:40-3:10 Moving Fast: Service Design for Transportation Startups
David Merkoski, Greenstart
3:10-3:30 Break
3:30-4:00 Design at Scale
Andrew Crow, GE
4:00-4:30 In Process We Trust: a Closer Look at the Emergence of Service Design in the Public Sector
Kirsty Hosea, Booz Allen & Jon Judah, Booz Allen
4:30-5:00 Closing Keynote
Kerry Bodine, Forrester