The SDN Insider November 2020
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Dear SDN Insider,

In the second issue for the month of November, enjoy some updates from our service design projects and content from the community.

First up we have a sponsored-content article on the topic of Embracing Change. Next, we are happy to announce and welcome two new accredited Service Design Master Trainers.

Hear a real-life story showcase from the SDN New York Chapter on evolving how we work. The SDN Academy has a very exciting course hosted by our SDN CEO and President Prof. Birgit Mager. This course is her second edition and is definitely intended for those who are curious about service design. Additionally, we have a phenomenal webinar on December 3rd moderated by Prof. Birgit Mager featuring expert and pioneer panelists in the service design industry. 

Lastly, for our community content, we have some exquisite reads written by our community service designers. Hear their stories by scrolling down this newsletter.

P.S: We are always looking to showcase your work!! Feel free to reach out to SDN via our Slack Channel if you would like your work included in the community content section in upcoming newsletters. 

Happy reading! 📰🎉

Embracing Change: Breaking Through the Rearview Mirror

This sponsored-content article, ''Embracing Change: Breaking Through the Rearview Mirror'' by Will Novosedlik, illustrates how TELUS is reimagining the future of telecom through service design and digital transformation.

Interested in more articles on this topic? Check out the new Touchpoint Vol. 12 No. 1 under the theme Embracing Change.
Read the article

SDN Accreditation: New Accredited Trainers Alert!

We are pleased to welcome Valentina Uralova to our esteemed group of SDN Accredited Service Design Master Trainers! Moscow-based, Valentina is the co-founder and partner of INEX Service Design, and founder of the Service Design Network Chapter in Russia. As an expert in the development and implementation of successful client strategies, she is the author and trainer of service design programs for the Startup Academy of Skolkovo Business School, "Leaders of Russia", and Service Design Academy Ukraine.

Along with welcoming Valentina, we would like to introduce Mohamed Negm as an SDN Accredited Service Design Trainer! Riyadh-based, Mohamed is a Capabilities Building Consultant at HUED, where he conducts service design workshops for their clients in different sectors such as public sector, banking, and telecom.

Find out more about their background and our other accredited trainers!
Apply today to get accredited and join our leading group of experts!
Learn more

SDN New York Chapter Headline:
Evolving How We Work — A Real Life Story About Service Design within a Financial Institution

“Why would a designer want to work for a bank? Wouldn't he or she get bored?” Over the course of three years, not only has she, Natalie Kuhn, never been bored, but she has learned important lessons about applying Service Design within a financial institution, an organisation riddled with bureaucracy and red tape.

During the October gathering of the Service Design Network (SDN) New York ChapterNatalie Kuhn–co-founder of this chapter and a Senior Manager of Capital One’s Commercial Bank operations design team–shed light on her experience within Capital One Commercial Bank. She touched on Service Design (SD) challenges with tips and tricks on how to overcome them. Natalie provided honest truths around how to shift thinking, build trust, and move the heavy needle toward holistic Service Design based strategies. Though she made it clear that it hasn’t been simple or easy, she absolutely gave the community the confidence that it can be done.

Read the article

SDN Academy
Ten Basic Principles of Service Design - 2nd Edition

Join SDN CEO & President Prof. Birgit Mager on her second edition of "Ten Basic Principles of Service Design", where you will learn more about the ten key principles of service design: From 01 “Look at your service as a product” to 10 “Be enthusiastic”. Join this basic lecture on Dec 7, 2020 at 14:00 CET. 

Register today

Everything as a Service: from manufacturers to service platforms!

We have an exciting webinar for you! This webinar, “Everything as a Service: from manufacturers to service platforms", will take place on Thursday, December 3rd from 10:00-11:15 CET/18:00-19:15 Japan time.

The panelists include Jon Rodríguez, Design Director of Service Design at Philips; Takehiro Miyoshi, Senior Manager, MaaS Product and Service Planning at Renault-Nissan-Mitsubishi, and; Jaime Moreno, Founder and CEO of Mormedi. The event will be moderated by Prof. Birgit Mager, President & CEO of the Global Service Design Network.

Register for free

Community Content! 

Mission Mars: What games can teach Service Designers to better handle the future

Gamification helps industries explore new and novel ways of sourcing solutions to their most pressing challenges, and the service design sector is no exception. Service design profi Marjorie Broudie saw the value in gamification as she grappled with how to use her knowledge to build better future-thinking solutions in a world continuing to navigate a global pandemic. In this Medium article, she shares how this led her to co-develop a new game titled “Mission Mars” that seeks to “simulate the future, set a playful stage for innovative ideas and invent new ways of collaborating online.” Perhaps this too can stimulate new ways for you to approach your own most challenging of problems. 

Read the article

How Service Design is Improving Our Ways of Working!

Andy Ireland from the BT Service Design team explains how a user-centred approach is making a positive impact on BT Digital’s work. Check out his blog by clicking the button below! 

Read the blog
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