Disrupting the service economy: The role of service design

Wednesday 22 February 2017
18.30 - 21.00
LTUG (Lecture Theatre Upper Ground), Business School

Undergoing rapid change and growing over twelve successive quarters, the service sector now accounts for 80% of the UK’s economy. Its expansion has been coupled with innovation at both ends of the spectrum from professional services, such as law, architecture or management consulting to entirely new service models driven by digital consumption and platform technologies. However, what is driving these trends? And how are new service models responding to the changing preferences and expectations of tomorrow’s consumers? In the second part of our Next Practice series, join our expert panel to gain an understanding into service design and explore its role in disrupting the service economy.


Chris Downs, Managing Director, Normally.com

chris downsA true pioneer of Service Design, Chris founded livework, the world’s first service design agency in 2001. Chris is internationally recognized for his perspective on building brands and products that live through every touchpoint of the user experience. He has brought this thinking to the design of iconic and disruptive services for clients including Barclays, Streetcar (now Zipcar), Orange, Vodafone and Experian. He is also proud to be on the judging panel for the Webby Awards.


Niharika Hariharan, Design Director, McKinsey & Company

niharikaAs a thinker and maker, Niharika's work is driven by Service Design, problem solving and strategic thinking that is then subsequently combined with the craft and skill of visualizing concepts, experiences and interactions.Niharika has have worked in consultancies, agencies and client side for organisations such as Vodafone Global, Barclays, BT, Financial Times, Open University, O2, Nationwide and Fidelity.


Martta Oliveira, Senior Service Designer, Engine Service Design

MarttaMarttha's background is in Management and Marketing, and training in Design Thinking. Prior to working in Service Design, Martta worked in consulting companies that specialised in Digital Strategy and Operational Excellence. Throughout her student and professional life she has lived across Europe and Asia, and worked in a breadth of industries ranging from Aviation, to the Financial Services Industry.


Ravi Chhatpar, Partner, Dalberg Global Development Advisors

raviRavi is Founder and Partner of Dalberg’s Design Impact Group (DIG), where he brings human-centered design and systems thinking to clients Before Dalberg, Ravi led frog design’s emerging markets business, including 2 years in Uganda and South Africa building frog’s innovation offering in Africa and 6+ years in China as Founder of frog Shanghai. 


Edmund Hor, Founder, Trayport, Imperial College Alumnus

EdmundAt the age of 15 Edmund moved to Britain from Hong Kong, and went onto graduate from Imperial College London with a BSc in Computer Science. In 1993, Edmund founded Trayport to carry out IT contract work. The company developed software for the online trading of energy, commodities and currency, and became a leading provider to the European over-the-counter energy markets. In February 2008, Trayport was sold to GFI, the New York-based broker, for £75m.