OUR PROGRAMME
23 JULY
DAY 1
Door opens at 8:00 AM — Tea, Coffee, Cookies await you :)
SEGMENT 01: DESIGN AT EVERY INTERSECTION - PLANET, NATION, CITIZEN, SYSTEM
TALK
Service Design At Intersections – Past, Present, Future
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— Professor Satu Mittnen, Dean & Professor, University of Lapland
By Design, By Choice - How Singapore Is Shaping Its Next Chapter
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— Dawn Lim, Executive Director, Design Singapore Council
Government Knows and Serves You As ONE With Heart
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— Sze Ling Lim, CEO, ServiceSG
Operationalising Service Design At Scale With Journey Management
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— Dr. Marc Stickdorn, Author, CEO, This is Service Design Doing, Smaply
SEGMENT 02: OPERATIONALISING SERVICE DESIGN
TALK
From Values to Experiences – The TATA Way
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— Punit Mittal, Head, Customer Centricity, TATA Group
Designing For People; With People – The Changi Experience
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— Esther Wong, Service & Quality Lead, CAG
The Connective Discipline - Service Design at Cathay Pacific, and What It Tells us About the AI Moment
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— Neil Williams, Customer Strategy & Experience Design, Cathay Pacific Airlines
Open Floor Dialogue – No Panel: participants have unfiltered dialogue with speakers)
SEGMENT 03: WORKSHOPS (COLLECT THEM ALL – SKILLS)
WORKSHOP
Planetary Design
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— Satu Miettnen, Educator, University of Lapland
Prototyping With AI – Build Your Own Agent
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— Markus Hormess, Co-Author, This Is Service Design Doiing
Facilitation – Psychological Safety Techniques For High-Performing Teams
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— Dee Scarano, Master Facilitator
Facilitation – Body Language & Non Verbal Communication
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— Viktorija Rakucha, Head of Coaching, Kareer Haus
SEGMENT 04: SERVICE DESIGN, STAKEHOLDERS & OTHER DISCIPLINES
TALK
The State Of Journey Management – Research Insights from a Global Study
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— Anna Yip, Co-author and Lead Researcher, This Is Journey Management
Segment Theme: Multi-stakeholder Complex Ops
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— Hefen Wong, Director Work Pass Division, Ministry of Manpower
Ripple, Resistance, Reinforcement: A Conversation on Change from the Inside
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— Iva Amminnuddin, Director, Capability & OD, Vice-Dean CPF Academy, CPF Board
— Hong Zhen, Director, Service and Learning Excellence, CPF Board
Unauthorised Leadership – How to Shape Decisions, Drive Change, and Lead – without formal authority
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— Manuel Grossmann, Senior Service Design Lead, TaxFix
Open Floor Dialogue – No Panel: participants have unfiltered dialogue with speakers)
Door opens at 8:00 AM — Tea, Coffee, Cookies await you :)
24 JULY
DAY 2
SEGMENT 01: PURPOSE AT SCALE
TALK
Service Design, At City Scale - Intersections Between Work & Play, Urbanisation & Sustainability
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— Jacqueline Poh, CEO, JTC Corporation
Scaling Eton House Across 12 Countries and Cultures
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— Ng Yi-Xian, Group CEO, Eton House International
What If Everything Is Service Design?
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— Aaron Maniam, Fellow, Director, Blavatic School, Uni of Oxford
Open Floor Dialogue – Facilitated Dialogue with Speakers
— Harriet Wakelam, ED & Head of Design, DBS Bank
SEGMENT 02-A: VENTURE BUILDING [parallel]
TALK
Innovating Travel – One Venture at a Time
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— Miikka Paakkinen, Venture Builder, Lufthansa Innovation Hub
Service Design in Action – An Agile Approach to Venture Building in a
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— Mashhood Siduiqqi, Portfolio Manager, Bayer
Venture Building in ST Engineering
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— Alex Lau, VP Venture Building, ST Engineering
Open Floor Dialogue – No Panel: participants have unfiltered dialogue with speakers)
SEGMENT 02-B: OFF THE BEATEN TRACK – DESIGNING LIFE AROUND PURPOSE [parallel]
DIALOGUE
Care in Communities
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— Dr Wong Sweet Fun, Geriatric Consultant, Integrated Healthcare Group (IHG)
Designing a Career
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— Cheaw Hwei Low, Independent Consultant
A Career in Design
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— Elaine Ho, Principal, School of Design, Temasek Polytechnic
Off The Beater Track – The Story Of Billion Bricks
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— Prasoon Kumar, Co-founder & CEO, Billion Bricks
SEGMENT 02-C: HUMAN IN THE LOOP
DIALOGUE
How AI is Collapsing Role Boundaries across Design, Product, Engineering
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— Peijing Teh, Principal Design Lead, PSD
Sharing from a Product Builder's POV
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— Isaac T. Tay, Vice President, Product, Shopback
Human in the Loop (for Business and Overall Processes)
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— Jenson Loke, CEO & MD, Success IT
Open Floor Dialogue – No Panel: participants have unfiltered dialogue with speakers)
SEGMENT 02-D: ADVANCED FACILITATION TECHNIQUES
WORKSHOP
High Stake Facilitation By Understanding Communication Behind Communication
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— Dee Scarano & Viktorija Rakucha
DBS – AI Bank With A Heart
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— Harriet Wakelam, ED & Head of Design, DBS Bank
SEGMENT 3: CONNECTION, ASSIMILATION AND GRATITUDE
WORKSHOP
Closing Workshop
— All
LEARNING JOURNEYS
CPFB's Jurong Transformation Journey & Tour of Jurong Service Centre "For Seniors by Seniors"
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JTC Corporation: Punggol Digital District Visit
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National Library Board: Punggol Regional Library
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Inland Revenue & Tax Authority of SIingapore: Intersections of Service Design and Futures Thinking
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Changi Aiport Group: Behind The Scenes Of World Class Airport Experience
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