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Service Design

Andy Polaine

Independent Service and Interaction Design Consultant

In addition to working as an interaction designer, service design researcher, and writer, Andy is a lecturer and research fellow in service design at Lucerne University of Applied Arts and Sciences in Switzerland. Formerly, Andy was a producer at Razorfish in the UK. He next moved to Australia, where he started the interactive department of the visual effects company Animal Logic. He was also a senior lecturer in interactive media at the College of Fine Arts, The University of New South Wales, Sydney, and head of the School of Media Arts. Andy has also been a guest professor at the Bauhaus University in Weimar. He recently completed his PhD, exploring interactivity and play, has published more than 160 articles and papers as a journalist and academic, and is coauthor of Service Design: From Insights to Implementation, published by Rosenfeld Media. MoreMore

Arun Joseph Martin

Usability Consultant

Arun is a usability analyst who explores new ways of helping users to reach their goals. Prior to working in usability, he held technical support and technical writing roles. In addition to writing for UXmatters, Arun has written articles for Usability Interface, a quarterly newsletter of the STC Usability SIG, and is a volunteer for IxDA. MoreMore

Ben Reason

Director at live|work

At live|work, Ben has directed his passion for social-impact projects into providing strategic guidance, leadership, and project management to deliver successful change on a range of high-profile, public-sector projects, for organizations such as the National Health Service Innovation Institute, The Design Council, BBC, Home Office, Vodafone, Experian; and the Royal Society for the Encouragement of Arts, Manufactures, and Commerce. Previously, at Razorfish and Oyster Partners, he provided design and innovation for network-enabled services, to companies such as Orange, Vodafone, Nokia, Sony, Experian, and Oracle. Ben graduated from Liverpool John Moores University in 1994 with a bachelor’s degree in fine arts; and in 2000, earned a master’s in responsibility and business practice from the University of Bath. In 2009, he was voted one of the top-20 most influential designers in IKON magazine. His academic connections include SAID Business School Oxford, Cranfield Business School, Interaction Design Institute Ivrea, Köln Institute of Design, and Royal College of Art. He has written articles for the NHS’s In View magazine and is coauthor of Service Design: From Insights to Implementation, published by Rosenfeld Media. MoreMore

Erico Fileno

Independent Interaction Design Consultant

Throughout his career, Erico has worked to align design with strategic perspectives. He has pioneered the field of interaction design in Brazil, serving as an evangelist and leading the way in promoting the discipline’s relevance to business. On this path, Erico has coordinated an international-level postgraduate program in Human-Centered Design and has been involved in many project implementations in this field. Since 1995, his goal has been to design products and services with good user experiences by looking at them through a human-centered lens. He is a Local Leader of IxDA and SDN (Service Design Network). MoreMore

Laura Keller

Director of Strategy & Experience Design at NTT Data

Laura’s 10 years of experience have focused on representing the human element in any interaction with a brand through actionable, business-impacting insight gathering and design. At NTT Data, Laura leads cross-channel experience design strategy engagements for clients. Clients have included AstraZeneca, Hachette Book Group, GlaxoSmithKline, Prostate Cancer Foundation, Honeywell, and the NBA. In addition to her Service Design column for UXmatters, Laura has written articles for the Service Design Network’s Touchpoint: The Journal of Service Design, User Experience Magazine, Communication Arts, and Johnny Holland. She has presented on service design at SDN’s Global Service Design Conference, the Usability Professionals’ Association International Conference, IxDA New York City, and IxDA New Jersey. MoreMore

Lavrans Løvlie

Founding Partner at live|work

Having worked as an interaction design consultant since 1994 in Norway and Denmark, Lavrans founded live|work in London with Chris Downs and Ben Reason in 2002. As a partner at live|work, he has led service innovation projects for Sony Ericsson, Sony, Aviva/Norwich Union, the BBC, airport operator BAA, the Norwegian Knowledge Centre for Health Services, the UK Design Council, Orange, Vodafone, Mustad, Fast, the Interactive Institute in Sweden, and UK regional development agency ONE North East. Lavrans has also served on the committee responsible for the new British Standard for Service Design. In recent years, Lavrans has lectured and run seminars at the Interaction Design Institute Ivrea in Italy, Köln International School of Design, Oslo School of Architecture, University of Art and Design Helsinki, and the Estonian Academy of Arts and Cranfield School of Management in the UK. He is coauthor of Service Design: From Insights to Implementation, published by Rosenfeld Media. MoreMore

Tim Loo

Strategy Director at Foolproof

Tim is a Partner at Foolproof, one of Europe’s largest experience design companies. He leads Foolproof’s Strategy & Planning practice, developing and deploying the company’s experience strategy framework, methods, and expertise across a range of global clients. As a UX strategist, he works with global brands such as Sony, Shell, HSBC, and Santander to map and understand their existing customer ecosystems and build their UX vision, roadmap, and KPIs to transform their businesses around the new breed of digitally connected customers. He has a degree in Information Technology from the University of Technology, Sydney. Tim is Vice President of the UK UPA. MoreMore