FROM UX TO

SERVICE DESIGN

The first ever Service Design Conference in Indonesia

25-26 Sep 2019

@Jakarta Design Center

User Experience works in a specific touch point to make sure the end user get great experience in interacting with the organization through that particular touch point. Service design is making sure all touch points have cohesive user experience and have the needed support from the people, process, or technology to make that experience feels like magic.


Why service design?

Coffee Break

10:10-10:30

Moderated by

Tan Chin Chin

Director of Somia CX (Singapore)

Registration for

Afternoon Workshop

Lunch

Lunch

Registration for

Morning Workshop

SCHEDULE

Panel Discussion

Facilitated by

MAKE Studios & Somia CX

Limited to 40 participants

13:30-16:30

Registration for

Afternoon Workshop

13:00-13:30

12:00-13:00

Facilitated by

MAKE Studios & Somia CX

Limited to 40 participants

09:00-12:00

08:00-09:00

WORKSHOPS

(Day 2 - 26 Sep 2019)

Closing

17:00-17:20

Coffee Break

15:00-15:20

13:10-14:10

Lunch

12:10-13:10

Opening

09:00-09:20

Registration

08:00-09:00

CONFERENCE

(Day 1 - 25 Sep 2019)

VENUE

Jl. Gatot Subroto, Kav. 53, Petamburan, Tanah Abang,
Kota Jakarta Pusat, DKI Jakarta

Jakarta Design Center

Media & Community Partner

Organized by

Supported by

Contact Us

About Service Design Indonesia

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Service Design is a fairly new practice in Indonesia. It is our hope to embark on this journey to bring new design conversations to the community to elevate the awareness and include new practices in the local context especially with individuals who are in the position to make decisions in bigger organizations to influence change.

26 Sept 2019 / 13:30-16:30 / 180 minutes

Business Model Innovation: Unlocking Bold Ideas

WORKSHOP

Kate Okrasinski
Kate Okrasinski

When it comes to making wealth and insurance decisions people encounter a range of influences and biases both consciously and unconsciously. Serving a customer well involves helping them to be empowered to make good decisions during the process and to be confident and secure they have made a good decision at the end of the process. In order to do this, understanding decision making and product enrolment processes from a Human Centred Design (macro) and Behavioural Design (micro) perspective is essential.


In this presentation, we plan to share lessons learned in a combined Human Centred Design (HCD) / Behavioural Design project based in Hong Kong. We will explore the complexity of logistics, cross-cultural and language barriers impact Service Design has on affecting systemic change within the organization.

25 Sept 2019 / 16:10-17:00 / 50 minutes

Affecting change through human-centred design and behavioural design 

KEYNOTE

Kate is Director of Innovation at MAKE Studios. Drawing from her experience as an executive coach and strategic designer, Kate works with organisations to design and drive business transformation, cultural and organisational change programs. Using a blend of human-centric disciplines (such as Design Thinking and Service Design) Kate helps organisations to navigate the complex digital landscape to solve business challenges.

Kate Okrasinski

Director of Innovation at MAKE Studios (Hong Kong)

Kate Okrasinski

I'M SPEAKING & FACILITATING!

In the words of business strategist Gary Hamel: “In the future, competition takes place not between products or services, but between business models.”Organisations must continuously innovate their business models to stay relevant and profitable. The real challenge, at the core of every innovation initiative, is for the business to disrupt themselves before anyone else does.In this immersive workshop, we will explore examples of innovative and disruptive business models. We will share strategies, frameworks, and tools that will give you insights about how to identify and tap into strategic growth opportunities. You will learn the principles of business model innovation and how service design can help you build propositions that anticipate future customer needs.

I'M SPEAKING!

Kate Okrasinski
Kate Okrasinski

Although Grab is known for its pursuit of building the SEA super-app, many of the products it offers are actually services that happen both online and offline, with multiple (and often competing) stakeholders. How can service design contribute and what does it look like within the context of a fast paced tech company?

25 Sept 2019 / 14:10-15:00 / 50 minutes

Designing for A Multi-Sided Marketplace—Service Design in Tech

PRESENTATION

Stephanie sees herself as a design generalist, combining practices in research, service design, and systems thinking. Through this practice, she aims to design holistic experiences that leverage the needs of both people and business. She currently works at Grab, designing service ecosystems for Grab Food and financial products across the SEA region.

Kate Okrasinski

Design Strategy Manager at Grab (Singapore)

Stephanie Lukito

I'M SPEAKING!

Kate Okrasinski
Kate Okrasinski

In the past, designing, building, and managing products was always focused “inside-out” – optimize solutions for Operational efficiency and Sales needs. The world has changed. Today’s challenge is, “How might we better understanding our customers’ needs?” Shifting to “outside-in”, customer-centred thinking is easy to say… harder to do.

25 Sept 2019 / 09:20-10:10 / 50 minutes

Innovation Catalysts - Changing Culture & Capability

KEYNOTE

Michael has led international teams to design, build, and successfully manage a portfolio of health, protection, savings and investment propositions across Europe, Middle East and Asia. As Innovation Director, Asia the focus is to accelerate growth across Cigna’s International Markets by equipping teams with new skills and new ways of working.

Kate Okrasinski

Inovation Director, Asia at Cigna (Hong Kong)

Michael Quinn

I'M SPEAKING!

Kate Okrasinski
Kate Okrasinski

Fabelio has been taking on the challenging task of combining retail and tech in the furniture industry - a high ticket, emotionally involved and research intense vertical. Our customers have more than ten touch points with one of our many channels before purchasing and it's our job to make sure the service and experience our customers get is consistent along the journey. 

25 Sept 2019 / 11:20-12:10 / 50 minutes

Fabelio: Service Design for New Retail

PRESENTATION

Christian is co-founder of the Indonesian furniture brand Fabelio, where he’s responsible for overall customer experience. He has been working with or for tech startups since 2011 and believes that CX is the key to success. Christian obtained his business degrees from University of Hamburg and Boston University.

Kate Okrasinski

Co-Founder of Fabelio (Indonesia)

Christian Sutardi

I'M SPEAKING!

Kate Okrasinski
Kate Okrasinski

Indonesia has more than 250 million people, half of them are living with less than $2.5 a day , and 66% are ‘unbanked’ . Bank BRI, one of the largest state-owned banks, wanted to help people save their money in the bank so they can have access to financial assistance. Our journey began to find a way to help them, not only by developing the right solution but also by making sure we align the resources to deliver it.

25 Sept 2019 / 15:20-16:10 / 50 minutes

Driving Service innovation for Financial Inclusion

CASE STUDY

Coming from graphic design background, Uka is drawn into user experience field due to his long interest in how the human mind works. He believes a great user experience is about aligning customers needs, business objectives, internal capabilities, and technology required to deliver it. 

Kate Okrasinski

Senior Consultant at Somia CX (Indonesia)

Ukasyah Q.A.P

Business Transformation Manager at Bank BRI (Indonesia)

I'M SPEAKING!

Kate Okrasinski

Received his bachelor degree from IPB in Statistics, Khoerudin had research and development experiences in banking especially in micro segment. He is eager to explore the power of customer insights to provide better solutions to customers. He joined BRI Transformation Squad and managed the initiatives for micro products not only to increase the competitiveness of the products but also to help out the segment. His project was chosen as the winner of the 2019 IxDA Interaction awards, annual international design awards by the Interaction Design Association (IxDA).

Kate Okrasinski

Mohamad Khoerudin

I'M SPEAKING!

Kate Okrasinski
Kate Okrasinski

Indonesia has more than 250 million people, half of them are living with less than $2.5 a day , and 66% are ‘unbanked’ . Bank BRI, one of the largest state-owned banks, wanted to help people save their money in the bank so they can have access to financial assistance. Our journey began to find a way to help them, not only by developing the right solution but also by making sure we align the resources to deliver it.

25 Sept 2019 / 15:20-16:10 / 50 minutes

Driving Service innovation for Financial Inclusion

CASE STUDY

Coming from graphic design background, Uka is drawn into user experience field due to his long interest in how the human mind works. He believes a great user experience is about aligning customers needs, business objectives, internal capabilities, and technology required to deliver it. 

Kate Okrasinski

Senior Consultant at Somia CX (Indonesia)

Ukasyah Q.A.P

Business Transformation Manager at Bank BRI (Indonesia)

I'M SPEAKING!

Kate Okrasinski
Kate Okrasinski

Indonesia has more than 250 million people, half of them are living with less than $2.5 a day , and 66% are ‘unbanked’ . Bank BRI, one of the largest state-owned banks, wanted to help people save their money in the bank so they can have access to financial assistance. Our journey began to find a way to help them, not only by developing the right solution but also by making sure we align the resources to deliver it.

25 Sept 2019 / 15:20-16:10 / 50 minutes

Driving Service innovation for Financial Inclusion

CASE STUDY

Received his bachelor degree from IPB in Statistics, Khoerudin had research and development experiences in banking especially in micro segment. He is eager to explore the power of customer insights to provide better solutions to customers. He joined BRI Transformation Squad and managed the initiatives for micro products not only to increase the competitiveness of the products but also to help out the segment. His project was chosen as the winner of the 2019 IxDA Interaction awards, annual international design awards by the Interaction Design Association (IxDA).

Kate Okrasinski

Mohamad Khoerudin

I'M SPEAKING!

Kate Okrasinski
Kate Okrasinski

In the beginning, Warung Pintar thought providing good looking stalls and equipment would help our partners (warung owners) to serve their customers better. I will be sharing our process of how combining technology, data, and design thinking continue to inform us to innovate different business and service models to bring service experiences to another level.

25 Sept 2019 / 10:30-11:20 / 50 minutes

Creating Service Experience Beyond User’s Expectations: Marrying Tech, Data, and Design

CASE STUDY

Sofian is the co-founder of Warung Pintar which was established in 2017, and it currently hosts thousands of 'Warung' in Indonesia. He brings with him a broad range of expertise in the Technology Industry. Sofian previously worked in various positions in Go-Jek and Kudo. He then co-founded Pinjam.co.id. With his knowledge, Sofian has created some waves and is instrumental in leading conversations in many tech user groups.

Kate Okrasinski

Co-Founder of Warung Pintar

Sofian Hadiwijaya

I'M FACILITATING!

Kate Okrasinski
Kate Okrasinski

Service Design has fast become an essential way for businesses to compete, grow, and differentiate in the market by creating value for customers. At the core, it is a mindset and skillset that explores the relationships between customers & staff, workflows & tools to create systems, offerings, interactions that drive meaningful and profitable businesses.This fun and interactive workshop introduces you to the fundamentals of Service Design and gives you practical tools and methods to design human-centric services.We will cover activities such as value exchange mapping & service blueprinting so that you not only understand the theory but how to apply it as well.

26 Sept 2019 / 09:00-12:00 / 180 minutes

Practical Service Design: Beyond Theory to Practical Application

WORKSHOP

Daniel is an Experience Designer & Design Educator at MAKE Studios, Australia. His practice is anchored in crafting meaningful experiences that blur the line between design, culture and learning. His discipline spans across service design, design education transformation, cultural entrepreneurship, music and idea festival leadership and has lead projects throughout Scandinavia, Russia, South Africa, Australia and Asia. 

Kate Okrasinski

Experience Designer & Educator at MAKE Studios (Australia)

Daniel Christiansen

I'M FACILITATING!

Kate Okrasinski
Kate Okrasinski

Service Design has fast become an essential way for businesses to compete, grow, and differentiate in the market by creating value for customers. At the core, it is a mindset and skillset that explores the relationships between customers & staff, workflows & tools to create systems, offerings, interactions that drive meaningful and profitable businesses.This fun and interactive workshop introduces you to the fundamentals of Service Design and gives you practical tools and methods to design human-centric services.We will cover activities such as value exchange mapping & service blueprinting so that you not only understand the theory but how to apply it as well.

26 Sept 2019 / 09:00-12:00 / 180 minutes

Practical Service Design: Beyond Theory to Practical Application

WORKSHOP

Chin Chin graduated from Queensland University of Technology, Australia. Throughout her design career in the past 20 years, her primary focus and interest has evolved from a pure product-based user interaction design to a 360 user experience that spans from product to user interaction to retail design.

Kate Okrasinski

Director & Principal Consultant at Somia CX (Singapore)

Tan Chin Chin

I'M FACILITATING!

Kate Okrasinski
Kate Okrasinski

In the words of business strategist Gary Hamel: “In the future, competition takes place not between products or services, but between business models.”Organisations must continuously innovate their business models to stay relevant and profitable. The real challenge, at the core of every innovation initiative, is for the business to disrupt themselves before anyone else does.In this immersive workshop, we will explore examples of innovative and disruptive business models. We will share strategies, frameworks, and tools that will give you insights about how to identify and tap into strategic growth opportunities. You will learn the principles of business model innovation and how service design can help you build propositions that anticipate future customer needs.

26 Sept 2019 / 13:30-16:30 / 180 minutes

Business Model Innovation: Unlocking Bold Ideas

WORKSHOP

Sulis has over 15 years of experience in User Research, Strategy and Design. She received her Bachelor degree in Product Design and PhD in Human Factors from Nanyang Technological University, Singapore. She has consulted international clients on product, digital to service experiences.

Kate Okrasinski

Director & Principal Consultant at Somia CX (Indonesia)

Ketut Sulistyawati

26 Sep 2019 / 09:00-12:00 / 180 minutes

Somia Customer Experience

MAKE Studios

Tan Chin Chin

Kate Okrasinski

Daniel Christiansen

Facilitated by

Kate Okrasinski
Kate Okrasinski

Service Design has fast become an essential way for businesses to compete, grow, and differentiate in the market by creating value for customers. At the core, it is a mindset and skillset that explores the relationships between customers & staff, workflows & tools to create systems, offerings, interactions that drive meaningful and profitable businesses.This fun and interactive workshop introduces you to the fundamentals of Service Design and gives you practical tools and methods to design human-centric services.We will cover activities such as value exchange mapping & service blueprinting so that you not only understand the theory but how to apply it as well.

Beyond Theory to Practical Application

Practical Service Design

Kate Okrasinski
Kate Okrasinski

Somia Customer Experience

MAKE Studios

Ketut Sulistyawati

Kate Okrasinski

Facilitated by

Kate Okrasinski
Kate Okrasinski

26 Sep 2019 / 13:30-16:30 / 180 minutes

In the words of business strategist Gary Hamel: “In the future, competition takes place not between products or services, but between business models.”Organisations must continuously innovate their business models to stay relevant and profitable. The real challenge, at the core of every innovation initiative, is for the business to disrupt themselves before anyone else does.In this immersive workshop, we will explore examples of innovative and disruptive business models. We will share strategies, frameworks, and tools that will give you insights about how to identify and tap into strategic growth opportunities. You will learn the principles of business model innovation and how service design can help you build propositions that anticipate future customer needs.

Unlocking Bold Ideas

Business Model Innovation

Kate Okrasinski