Virtual Service Design Global Conference 2020

Virtual Service Design Global Conference 2020

Anouk Randag
  • Anouk Randag
  • Service Design Lead
  • When:
  • Thursday, 22 October 2020 at 1:30 pm - Friday, 23 October 2020
  • Where:
  • Online, Event

  • Pricing:
  • EUR 175,- - EUR 930,-

About the conference - Embracing Change

In 2020, change is the new normal. We are embracing it as an opportunity to focus on how we can create better services and be better human beings. We have the ability to create the change we want to see in the world. From empathy to delivery, service design gives us the processes and tools to do so. Embrace change with us during the first virtual global conference, where a diverse set of speakers, activities and topics ranging are featured. From service design fundamentals to provocative reflections on our changing world.

About the Livework contribution - KLM case

Can Design Shape the Airline of Tomorrow –
Increasing Innovation Impact at KLM Through Design

Aviation is a very challenging industry as it acts on the complex intersection of technology, regulations, competing commercial organizations and environmental concerns. KLM, the royal Dutch airline, can proudly look back on 100 years of history in aviation. They anticipated that the next 100 years will require a new way of innovating, with more impact.

KLM is convinced that design is a key ingredient in this shift. In 2019, KLM developed and kicked off a program, in collaboration with Livework, that combines design training, coaching on the job, and impact measurement. The program sets out to empower employees across departments to use a design as a means to increase collaboration, process efficiency, solution adoption and informed decision making.

As KLM finds itself in the middle of unprecedented times going through a global pandemic, they have to cope with a completely changed context. 

We will share our honest story about how we needed to adapt our ambition of the Increasing Innovation Impact program.

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