• Video: Service Design

    HTML 5 accessible player with share button. This is the player we use on AIGA.org.

    Service Design

    Filmed on October 14–15, 2011, at “Pivot: AIGA Design Conference

    About this video

    Americans spend a significant amount of money on services—67 percent of total consumer spending, according to the Wall Street Journal. As designers, we play an important role in designing better service experiences. But what exactly is service design? How is designing a service different than designing a website or consumer environment? In a series of affinity sessions at “Pivot: AIGA Design Conference”—curated by Continuum and moderated by Ed Milano, Continuum’s vice president of program development—designers from a variety of industries, who deal with services daily, discussed the entire service-design ecosystem and how designers can craft dynamic, actionable and better overall experiences for the public.

    This video was produced by Continuum and was filmed and edited by Cantaloupe.


    • Rachel Abrams, founder, Turnstone Consulting
    • Ryan Armbruster, vice president of innovation competency, UnitedHealth Group
    • Maggie Breslin, senior designer/researcher, Center for Innovation, Mayo Clinic
    • Sarah Drummond, service designer, MyPolice and Snook
    • Shelley Evenson, research manager in design and user experience, Facebook
    • BJ Fogg, director, Persuasive Tech Lab, Stanford University
    • Derek Howard, industrial concept designer, Disney
    • Ed Milano, vice president of program development, Continuum
    • Lesley Mottla, vice president of member experience, Zipcar
    • Henry Newton-Dunn, design manager, Sony Electronics
    • Eric Nicolas, director of global brand management, Holiday Inn
    Recommend No one has recommended this yet
    AIGA encourages thoughtful, responsible discourse. Please add comments judiciously, and refrain from maligning any individual, institution or body of work. Read our policy on commenting.