• Michal Jerzy

Service Experience Camp, Berlin '18

Updated: Oct 12

Highlights from the Service Experience Camp I attended in Berlin back in November 2018, one of the best service design events organised by designers for designers.



‘The experience is the product.’ ‘The last best experience that anyone has anywhere, becomes the minimum expectation for the experience they want everywhere.’ ‘Service design ends only when the user’s problem is solved.’ ‘You build customer trust in droplets. You lose it in buckets.’ ‘The pace of change will never again be as slow as it is today.’ ‘People will forget what you said, forget what you did, but people will never forget how you made them feel!’


  • A full day tour of service design labs and agencies in Berlin: Fjord, Aperto (IBM), Service Innovation Lab, Designit, Keynote speakers: Over 30 workshop-style sessions to choose from Organized by service designers for the design community Attendees from over 30 countries Agencies, Startups, Public Services, Banks, Large Corporates, Freelancers, Academics, Journalists, Consultants... Sharing experiences, lessons learned, tips and toolkits...


  • Future of Service Design:

Service design is the language that glues various design and business disciplines.

  • Service Design and Design Thinking are no longer seen as ‘corporate entertainment’ or investment in innovation. Instead both have become integral part of day to day change and operational strategy.

  • Future research and trends are brought into Service Design projects.

  • Service Design becomes widely embedded in HR and Public Services.

  • Advancements in AI technology are further leveraged in a human-centred way.

  • Service Design and Design Thinking entered C-level every day conversations.

  • All customer experience touch-points can be designed to be unique. Given the wealth of customer data organizations and service designers are equipped with necessary tools and information to predict what do customers need next, how will they make choices and what kind of behaviours bring best lifetime value.

  • We can know in real-time what our customers actually say, think and do.

  • Critical and ethical considerations are becoming of utmost importance when we develop algorithms that define how machines see and interpret human needs and behaviours.

  • All businesses become data businesses, - this means the business of trust.

  • Digital and analog are merging. Total rethinking of roles and behaviours of channel becomes much more important than designing omni-channel experiences.



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