The Business ROI of Service Design

Frictions Points, White Spaces, New Streams of Revenue, Risk Management, Cost Savings, Change Management, Strategic Foresights, Re-organizations of Lines of Business...Service Design's sheer power to uncover and unearth a myriad of problems, challenges, and opportunities is no longer a problem of ROI. It's a problem of what to do with it. Too often, the business outcomes of Service Design can leave many business stakeholders wondering what to tackle next. Service Design is an incredibly powerful tool for Businesses to uncover and fix many problems with major potential ROI. We will discuss very real and tangible business outcomes generated by Service Design in this very business-focus session with a wonderful panel of speakers who will share their experience in prioritizing, backlogging, testing, scaling, deploying, and implementing solutions brought to life by Service Design: • Jennifer Abernathy-Felix - Senior Principal Design Lead, Chick-fil-A (Blue Cross Blue Shield, Vizient...) is a curious designer, constantly pushing to drive better user experiences. Through the application of deep research, she strives to bring joy in unexpected ways. Her curiosity has allowed her to straddle the line between designer, strategist, and visionary. With a Bachelor of Science in Industrial Design from Georgia Tech, a Master of Business Administration from Emory University, and a Master of Arts in Interior Design from Savannah College of Art and Design, she has had the opportunity to create durable consumer products, healthcare service and digital designs, and commercial building experiences. She has worked for a range of companies, including Newell Brands, Blue Cross Blue Shield, and Chick-fil-A, as well as consulted for a variety of Fortune 500 companies. As a lifelong learner, she is honored to have also served as a Designer in Residence for SMU MADI. • Brian Sullivan - Director of User Research, Digital Accessibility, and Design Thinking at Sabre, which is a technology company in the travel and hospitality industries. He is an Amazon bestselling author, adjunct professor, conference organizer, and industry speaker. Brian founded the product and service design thinking practices, which are used to serve over 600 airlines, hotels, and travel partners around the globe. • Vinay Agrawal - VP, Head of Product, OnPoint (JP Morgan Chase, Capital One, Procter & Gamble, Kimberly Clark...) is a creative and analytical problem solver with a keen understanding of the interrelationships between people, processes, operations, and technology. He brings extensive experience delivering complex digital and physical products and programs across numerous industries: *US banking running Product, Strategy, Operations, & Project Management teams (Chase/ Capital One) *Management consulting focused on retail strategy, supply chain, operational excellence, and post-merger integration (AT Kearney/ OC&C Strategy Consultants/ The Fountainhead Advisors) *Manufacturing, engineering, and supply chain (Kimberly-Clark/ P&G) Vinay holds a Mechanical Engineering degree from the University of Illinois – Urbana and an MBA - Marketing & Strategy from London Business School in the UK. Vinay is also a Lean Six-Sigma Certified Black Belt.