Speakers

Jamin Hegeman

Workshops: From Products to Services: A Service Design Crash Course

Service design is a holistic approach that focuses on understanding the service first before introducing products into the service. By understanding the system, designer access what products or behaviors impact the system both positively and negatively, with a perspective that all elements within the system, from product to human behavior, are interrelated and form the service. Service design puts the people who interact with the service as central figures in identifying opportunities to improve the service. However, there is equal emphasis on the people delivering the services as well as the business needs.

In this workshop, we will provide an introduction to service design practice and methods. We will examine a particular service that all participants will be very familiar with, map the journey of several service stakeholders, create a service blueprint, and create solutions that support the overall goal of the service. In doing so, we will identify touchpoints and stakeholders, the overall service goals, participant goals, business goals, as well as the overall form of the service.

By the end of this workshop, participants will:
- acquire a foundation for understanding service design
- develop knowledge about several service design tools
- consider ways to bring service design into their current practice
- learn where to go to find out more

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Jamin Hegeman is an interaction and service designer at Adaptive Path. He has taken quite an adaptive path to get here, from poetry to journalism to editing to web design to a masters degree in design, where his passion for design flourished. He is interested in raising the awareness of design as an approach to addressing highly complex problems and working in multidisciplinary teams to tackle those problems. His work focuses on human-centered service offerings that aim to improve quality of life while also aligning with business goals.

Previously, he was a senior designer at Nokia, where he led efforts to define new services, experiences, and business opportunities for business development, strategic growth areas, and corporate social responsibility. He has produced solutions for mobile, web, netbooks, as well as other networked products in areas such as communications, health care, media, location-based services, commerce, and social interaction.

Jamin enjoys sharing his thoughts on design with others through his blog and engagement with the global design community. He gives talks and conducts workshops on service design, and was a member of the Service Design Network planning board for the 2008 and 2009 conferences, both of which he emceed. He continues to have a strong relationship with and supports the SDN organization and community. In 2007, he directed CMU’s Emergence service design conference. And he organizes Service Design Drinks and Thinks in San Francisco.

He earned a masters in design with a focus on interaction design from Carnegie Mellon University, where he also learned about and practiced service design. He wrote his thesis paper on the thinking behind the design process, and explored combining the virtual and physical to project and prototype aspects of identity for his thesis project. He has a bachelor of arts in English writing, with a concentration in poetry writing, from the University of Pittsburgh.

Design aside, he plays soccer, enjoys good beer, writes poetry, draws, paints, takes care of his betta fish, Kujo, and is in continuous pursuit of the best buttercream frosting.