OUR PROGRAMME
23 JULY
DAY 1
Door opens at 8:00 AM — Tea, Coffee, Cookies await you
DAY1 — 9:00 — SEGMENT 01 DESIGN AT EVERY INTERSECTION – PLANET, NATION, CITIZEN, SYSTEM
TALKS
Service Design At Intersections – Past, Present, Future
— Professor Satu Mittinen, Dean & Professor, University of Lapland
By Design, By Choice - How Singapore Is Shaping Its Next Chapter
— Dawn Lim, Executive Director, Design Singapore Council
Government Knows and Serves You As ONE With Heart
— Sze Ling Lim, CEO, ServiceSG
Operationalising Service Design At Scale With Journey Management
— Dr. Marc Stickdorn, Author, CEO, This is Service Design Doing, Smaply
TALKS
DAY1 — 11:10 — SEGMENT 02 OPERATIONALISING SERVICE DESIGN
From Values to Experiences – The TATA Way
— Punit Mittal, Head, Customer Centricity, TATA Group
The Connective Discipline – Service Design at Cathay Pacific, and What It Tells us About the AI Moment
— Neil Williams, Customer Strategy & Experience Design, Cathay Pacific Airlines
Designing For People; With People – The Changi Experience
— Esther Wong, Service & Quality Lead, CAG
OPEN FLOOR DIALOGUE
No Panel: participants have unfiltered dialogue with speakers
DAY1 — 13:45 — SEGMENT 03 WORKSHOPS
WORKSHOPS
Workshop 01: Planetary Design For Sustainability
— Prof. Satu Miettinen, Dean & Professor, University of Lapland
Workshop 02: Prototyping With AI – From Prompts To AI-Native Prototyping
— Markus Hormess, Co-Author, This Is Service Design Doing
Workshop 03: Facilitation – Psychological Safety Techniques For High-Performing Teams
— Dee Scarano, Master Facilitator
Workshop 04: Body Language & Non-Verbal Communication
— Viktorija Rakucha, Head of Coaching Practice, EWU Karriere Haus
DAY1 — 16:15 — SEGMENT 04 SERVICE DESIGN, STAKEHOLDERS & THE SPACE BETWEEN
TALKS
The State Of Journey Management – Research Insights from a Global Study
— Anna Yip, Co-author and Lead Researcher, This Is Journey Management
Simplicity Meets Complexity: Modernising Work Permit Services
— Hefen Wong, Director, Work Pass Systems & Experience, Work Pass Division, Ministry of Manpower
Ripple, Resistance, Reinforcement: A Conversation on Change from the Inside
— Iva Aminuddin, Director, Capability & OD, Vice-Dean CPF Academy, CPF Board
— Hong Zhen, Director, Service and Learning Excellence, CPF Board
Leading Without Mandate – How to Shape Decisions, Drive Change, and Lead – Without Formal Authority
— Manuel Grossmann, Senior Principal Designer, TaxFix, Germany
OPEN FLOOR DIALOGUE
No Panel: participants have unfiltered dialogue with speakers
24 JULY
DAY 2
Door opens at 8:00 AM — Tea, Coffee, Cookies await you
TALKS
DAY2 — 09:00 — SEGMENT 01 PURPOSE AT SCALE
Industrial Re/Design
— Jacqueline Poh, CEO, JTC Corporation
Schools At Scale: From Singapore To The Himalayas And The Arabian Desert
— Yi-Xian Ng, Group CEO, EtonHouse International
What If Everything Is Service Design?
— Aaron Maniam, Fellow, Director, Blavatnik School Of Government, University of Oxford, UK
Open Floor Dialogue – Facilitated Dialogue with Speakers
TALKS
DAY2 — 11:15 — SEGMENT 02A VENTURE BUILDING [parallel]
Innovating Travel – One Venture at a Time
— Miikka Paakkinen, Venture Builder, Lufthansa Innovation Hub
Service Design in Action – An Agile Approach to Venture Building
— Mashhood Sididiqui, Innovation Project Manager, Bayer
Venture Building in ST Engineering
— Alexander Lau, VP Venture Building, ST Engineering
Open Floor Dialogue – No Panel: participants have unfiltered dialogue with speakers
DAY2 — 11:15 — SEGMENT 02B OFF THE BEATEN TRACK – DESIGNING LIFE AROUND PURPOSE [parallel]
DIALOGUE
Care in Communities
— Dr Wong Sweet Fun, Senior Consultant, Geriatric Medicine, Khoo Teck Puat Hospital
Designing a Career
— Cheaw Hwei Low, Independent Consultant
A Career in Design
— Elaine Ho, Director, School of Design, Temasek Polytechnic
Off The Beaten Track – The Story Of Billion Bricks
— Prasoon Kumar, Co-founder & CEO, Billion Bricks
DIALOGUE
DAY2 — 11:15 — SEGMENT 02C HUMAN IN THE LOOP [parallel]
AI, Humans And The Great Convergence In Design, Product, Engineering
— Peijing “PJ” Teh, Principal Design Lead, Public Service Division
Sharing From A Product Builder's POV
— Isaac Timothy Tay, Vice President, Product, ShopBack
Human In The Loop (for Business and Overall Processes)
— Jensen Loke, CEO & MD, Success IT
OPEN FLOOR DIALOGUE
No Panel: participants have unfiltered dialogue with speakers
WORKSHOPS
DAY2 — 11:15 — SEGMENT 02D ADVANCED FACILITATION TECHNIQUES
High Stakes Facilitation: Understanding Communication Behind Communication
— Dee Scarano & Viktorija Rakucha
DAY2 — 13:45 — SEGMENT 03 CONNECTION, ASSIMILATION AND GRATITUDE
WORKSHOP
TALK: A Human Question Wrapped In The AI Moment
— Harriet Wakelam, ED & Head of Design, DBS Bank
Closing Workshop
— All
LEARNING JOURNEY
DAY2 — 16:00 — SEGMENT 04 LEARNING JOURNEYS
LEARNING JOURNEY 1
Central Provident Fund Board
Jurong Transformation Journey & Tour of Jurong Service Centre Co-designed “For Seniors by Seniors"
— Eliza Ho, Assistant Director (Service & Learning Excellence), CPFB
— Haryati Zainal Abidin, Head (Jurong Service Centre) , CPFB
LEARNING JOURNEY 2
JTC Corporation
Masterplanning & Development of New Estates & Exclusive Tour of Punggol Digital District
— Allan Teo, Deputy Director, Commercial Department 1, JTC
— Celine Yeo, Deputy Director, Commercial Department 2, JTC
— Chua Siew Tzi, Senior Manager, Events & Programming Department, JTC
— Tan Yuanxiong, Senior Manager, Events & Programming Department, JTC
LEARNING JOURNEY 3
National Library Board
Inclusive Co-design & Insider Tour Of Punggol Regional Library
— Yvonne Ng, Deputy Director, Equaliser Office, Children & Reading, NLB
— Keisha Anwar, Manager / Librarian (Accessibility), Equaliser Office, Children & Reading, NLB
— Alix Lum, Assistant Manager / Associate Librarian (Accessibility), Equaliser Office, Children & Reading, NLB
— Corey Lee, Executive (Accessibility), Equaliser Office, Children & Reading, NLB
LEARNING JOURNEY 4
Inland Revenue Authority of Singapore
Futures Thinking x Design Thinking - Shaping Service Strategies For Taxpayers Of Tomorrow
— Sheryl Tey, Senior Manager (Behavioural Insights and Design), IRAS
— Nathasha Lee, Manager (Behavioural Insights and Design), IRAS
LEARNING JOURNEY 5
Changi Airport Group
Changi’s Way Of Service & An Insider Tour Of Terminal 2
— Farand Chen, Lead Learning Solutionist, Airport Operations Strategy & Transformation, CAG
— Josephine Ong, Manager, Quality Service Management, CAG