SDN Conference Redux

Join us for a redux following for the Service Design Network’s Global Conference!

At this event, we’ll hear from two SDN Global speakers local to our Bay Area SDN Chapter: Andrea Fineman and Shipra Kayan. This session will include time to learn and reflect on conference highlights and time to network.

Program:

• 5:00-5:30 Welcome & networking
• 5:30-6:15 | Andrea Fineman | Scaling Service Design: How Zillow is Integrating Digital and Human Experiences
• 6:15-7:00 | Shipra Kayan | Designing AI Transformation: Applying the Five Principles of Service Design
• 7:00-7:30 Wrap-up
  

About the event:

This event is hosted by the Service Design Network SF/Bay Area Chapter.

• Stay informed on other upcoming SDN SF events by signing up for our listserv here.
• There is still time to register for the SDN Global Conference! Learn more about virtual and in-person (Dallas, TX) ticket options here.

Topics + Speakers:

Andrea Fineman | Scaling Service Design: How Zillow is Integrating Digital and Human Experiences

Discover how Zillow uses service design methodologies to bridge digital experiences with human touchpoints as the company transforms from a digital to a service-driven organization. Learn how service blueprints, relationship-building, and metrics-driven strategy are helping scale design impact from isolated pilots to company-wide transformation.

About Andrea: Andrea Fineman is a principal service designer at Zillow. Her past work experience includes Getaround, a car sharing startup, where she was the first service designer on the team, as well as at Adaptive Path. At Getaround, she focused on orchestrating experiences for multiple roles, including car owners, car renters, Uber drivers, customer service, operations, and other internal and external actors. At Adaptive Path, she worked on diverse projects across all of Capital One's lines of business. She also programs and hosts events like the 2017 SDN U.S. National Conference and Adaptive Path’s Service Experience Conference. Before graduating from Carnegie Mellon's master's program in interaction design, Andrea studied architecture history and European literature at Brandeis University, and worked for three years at a management consulting firm specializing in customer experience.

Shipra Kayan | Designing AI Transformation: Applying the Five Principles of Service Design

AI is transforming how we work, but service designers can ensure that transformation is inclusive, intentional, and grounded in user needs. Learn how to apply the five principles of service design to AI Transformation with stories from inside Miro.

Key Takeaways:

1. Discover how the five principles of service design can guide human-centred AI transformation.
2. Learn from real-world examples of how Miro apply these principles to shaping its AI strategy.
3. Explore the ways service designers can lead with clarity and empathy in an era of accelerating change.

About Shipra: Shipra Kayan is the chief design evangelist at Miro. Before joining Miro, she led design and product teams across startups and large enterprises in Silicon Valley. Shipra has a background in design thinking, innovation, and building high performing distributed teams.

*These talks are adapted from presentations at the Service Design Network's Global Conference. Shipra’s original talk was co-presented by Shipra Kayan and Rory Keddie.

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