Schedule of Events

Workshop

Friday, September 8

additional cost/registration

Time	Room	Event
12:30		Registration, David L. Lawrence Convention Center, East Terrace, Level IV
1:30-3:30	408	Workshop Part 1 Designing for Service: A Hands-On Introduction Hugh Dubberly, Shelley Evenson
3:30		Break
3:45-5:30	408	Workshop, Part 2 Designing for Service: A Hands-On Introduction Hugh Dubberly, Shelley Evenson
5:30		Public art walking tour of downtown Pittsburgh. On your own for dinner. (restaurant guide)

Day One

Saturday, September 9

Time	Room	Event
8:00		Continental Breakfast Registration, David L. Lawrence Convention Center, East Terrace, Level IV
9:15-10:30	407	Opening Keynote Customer-Focused Service Design and Innovation Mary Jo Bitner
10:30		Break
10:45-11:30	407	Designing New Public Services Jennie Winhall
10:45-11:30	408	An Example of Interaction that Values Co-creation in the Design of Services Natalie Ebenreuter
11:30		Break
11:45-12:30	407	The Service Design Revolution in Hard Goods Retailing Glenn Omura
11:45-12:30	408	Adapting Heuristic Evaluation to Service Design Anastassia Drofa, Ricardo Marquez, and Rachel Shipman
12:30		Lunch: Garrison Street Gallery, East Terrace, Level III
2:00-2:45	407	Pioneering Service Design Chris Downs
2:00-2:45	408	The New Service of Service Design Tom Key
2:45		Break
3:00-3:45	407	Introducing White Space in Service Design: This Space Intentionally Left Blank Stefan Holmlid
3:00-3:45	408	Energy as a Service: Selling Reduced Energy Use Tamara Giltsoff
3:45		Break
4:00-5:15	407	Evening Keynote The Service Design Practice Oliver King
6:30-9:30		Evening Social: The Andy Warhol Museum 117 Sandusky Street (download map [PDF])

Day Two

Sunday, September 10

Time	Room	Event
8:00		Continental Breakfast, David L. Lawrence Convention Center, East Terrace, Level IV
8:30-9:45	407	Final Keynote Service Design—Profession and Experiment Birgit Mager
9:45		Break
10:00-10:45	407	Why Most Services Fail to Deliver Daniel Letts
10:00-10:45	408	Burnin’ Down the House: A Vision of the Data Center of the Future Neale Barret and Peter Pagerey
10:45		Break
11:00-12:15	407	The Future of Service Design Moderated by Shelley Evenson Panelists: Jeanette Blomberg, Maggie Breslin, Mark Jones, and Rick E. Robinson
12:15		Lunch: Garrison Street Gallery, East Terrace, Level III

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