Workshop: Sampler of service design methods 2 (Bilingual)

Working in small groups, participants will get a chance to try out a variety of Service Design methods in a safe, supportive, and reflective environment. At the end we’ll all come together to share our thoughts on the various methods and how we may utilize them in our practice.

METHOD 1: Ecosystem Mapping

Ecosystem mapping identifies the different roles actors take and how they connect within different contexts and environments. We can push this further by asking “what leverage points exist within this ecosystem where a small push can influence greater change and in what direction?”

METHOD 2: Tomorrow’s Headline

The tomorrow’s headlines are fictional news articles created by imagining a desirable (or undesirable) future from the perspective of users within the service context. It helps us look beyond the short-term constraints and focus on the potential cross-domain impacts generated by the service.


Deborah MacKenzie, OpenRoad Communications

Service design's capacity to drive societal change is what fascinates Deborah most. She is excited about the potential of service design methods to be applied across a wide range of contexts that help solve problems that matter. She is passionate about connecting with others in the design community and sharing experiences, learning and building on others’ knowledge in the process.

Deborah is an experience designer at OpenRoad, an award-winning agency committed to human-centred, participatory methods, evidence-based practice, and complexity theory-inspired processes. She has also taught Fundamentals of User Experience, a Masters-level UX course at the Centre for Digital Media. Recently, she has worked with clients such as the BC Ministry of Education, FortisBC, Emily Carr University of Art + Design, Pokémon, and TELUS.


Jacqueline Antalik, OpenRoad Communications

Designing and delivering positive, meaningful service experiences isn't just about the tools and methods. End-users have their own unique experiences, personal needs, pain points, and fresh ideas—and it's this opportunity for unearthing the human connection that motivates Jacqueline as an experience designer.

As Director of User Experience at OpenRoad, Jacqueline works closely with clients to define, and execute on, the service experience their customers desire and demand. She strives to deliver insightful yet pragmatic solutions that result in humane, citizen-centered services. Her broad expertise comes from working on large mission-critical systems as well as extensive experience in human computer interaction, business and system analysis, workshop planning and facilitation, and workplace learning and technology.  Jacqueline has worked with a range clients throughout her career, including BC Hydro, BC Ministry of Justice, Island Health and TELUS.


Winnie Ho, OpenRoad Communications

Winnie is a Service Designer at OpenRoad Communications. She employs her nine years of practitioner experience understanding the goals and needs of those for whom she is designing and improving the usability, utility, and enjoyment of interactions between end-users and services informed by research and data. From being out in the wild conducting contextual inquiries and intercepts to being at her desk considering detailed interactions, to testing prototypes out with users, she has been heavily involved in all aspects of the service design process.

Winnie has worked with clients including TransLink, the University of British Columbia, the British Columbia Lottery Corporation, the BC Provincial Government, and more.