When We Were [Conference Goers]

A Finnish breakfast at Way Bakery. Attention must be paid to the egg.

Cue Adele.

Well, at least that’s how I feel right now. Everything Adele. I’m sure you all feel the same.

I never got to share the conference talk that I had the privilege of giving in Helsinki, Finland. To tell you I was floored to be invited to something like that is an understatement. I met my heroes in the industry and properly panicked the first time we chatted. After time spent together, I was able to relax a little bit, but looking back on this experience, I’m still humbled by the fact that I was even considered.

While there, I made new friends, listened to some of the most thoughtful talks created, thought of new questions to ask myself, and soaked in my tiny arrival at the international stage— side stage to be exact, but I’ll take it! Being jet lagged was also part of the experience but I was still able to have my fair share of saunas, sushi, and Marimekko fabrics.

Without further ado, here it is!

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Side note: I reread the lyrics to Adele’s song, “When we were young,” and all I can say is that it’s fitting for these times. I pasted it all below if you’re curious. Hope you’re staying safe out there.

Wear a mask.

Everybody loves the things you do
From the way you talk
To the way you move
Everybody here is watching you
'Cause you feel like home
You're like a dream come true

But if by chance you're here alone
Can I have a moment?
Before I go?
'Cause I've been by myself all night long
Hoping you're someone I used to know

You look like a movie
You sound like a song
My God this reminds me, of when we were young

Let me photograph you in this light
In case it is the last time
That we might be exactly like we were
Before we realized
We were scared of getting old
It made us restless
It was just like a movie
It was just like a song

I was so scared to face my fears
Nobody told me that you'd be here
And I'd swear you moved overseas
That's what you said, when you left me

You still look like a movie
You still sound like a song
My God, this reminds me, of when we were young

Let me photograph you in this light
In case it is the last time
That we might be exactly like we were
Before we realized

We were sad of getting old
It made us restless
It was just like a movie
It was just like a song

When we were young
(When we were young)
When we were young
(When we were young)

It's hard to win me back
Everything just takes me back
To when you were there
To when you were there

And a part of me keeps holding on
Just in case it hasn't gone
I guess I still care
Do you still care?

It was just like a movie
It was just like a song
My God, this reminds me
Of when we were young

When we were young
(When we were young)
When we were young
(When we were young)

Let me photograph you in this light
In case it is the last time
That we might be exactly like we were
Before we realized
We were sad of getting old

It made us restless
Oh I'm so mad I'm getting old
It makes me reckless

It was just like a movie
It was just like a song
When we were young

-Adele (25)

Service Design Conference // Chicago 2015

The topic of service design has come up the past couple of years and I find it fascinating how quickly these two words are gaining popularity and acceptance in even the largest of institutions. UX was, and still is, not as generously accepted when introduced and I have a theory about why this may be the case.

My theory is that because the word, 'Service,' has humble connotations and is cognitively associated with actions related to hospitality, food industry, and depending on what kind of service you've ever received, it is generally accompanied with kindness and a smile. This word is also viscerally more accepted as something to consider and be curious enough to look into when mentioned. It is non-threatening in its introduction across many contexts and specifically in political contexts, it can also be quite powerful as it subtly comments on working class labor and ethics. It kind of just slides right into our vocabulary and this ability is not to be taken lightly.
 

Service Design Panel discussion at the end of day 1.

Let's take a step back and compare 'User Experience' and 'Service Design.'

Some argue that they are different, some say that they are from the same family, and some just don't even know what to do about either of them. This is partly due to our industry's lack of firm definitions at times which allows it to be more inclusive to newcomers and gives room for more creative ideas but this is also destructive in our current business landscape because we don't look put together and decided.

From a larger HCD perspective, the principles and philosophy behind who you are designing for is one and the same. Both are pursuing the goal for a better user/customer/human experience. However, the beauty and revelation of this split that will inevitably grow and be more definite in the future is that it streamlines and organizes new design ideas and improves production flow to look more holistically at the human rather than quick fix moments. Not to say that this isn't being done in several UX circles right now, but I guarantee those UX circles can be draining at times while tethering between different hats that are undefined and nebulous.

The best way that I can explain this is through something I learned in my college anthropology studies. In anthropology, there is a separation/distinction between a person's status and the roles they take on within that status. People can have different statuses throughout the day but each has a set of roles that the human knows to act upon while assuming that particular status. This is why elevators are interesting because there is no set status or role - awwwwkkkkwaaarrrddd. 

Examples:
When I get into my car, I have the status as a driver. As a driver on this particular day, I must pay attention to the road and push the gas + brake pedals while obeying traffic rules until I get to my destination. Those are my roles while I take on this status. 

When I get into my partner's car, I take on the statuses as the navigator and passenger seat companion. As the navigator, my role is to look on my phone and use my vocal chords in an audible fashion to tell my partner what turns s/he needs to make to get to our destination. As a passenger seat companion, my role is to also play music that is appealing to both my partner and me. 

So, why do I bring this up? Statuses and roles are innately how humans move about their lives - both physically and emotionally. We need this distinction and acknowledgement in order to better our industries and tribes. I believe that to some degree, 'Service Design' comments and works to juggle the different statuses humans take on while 'User Experience' comments and deciphers how to make tasks demanded by roles to be more efficient, pleasant, and useful.

You can't separate these two industries just like you can't separate a status and its role but acknowledging its separation and interdependence not only gives a nod to the anthropology community but also encourages and makes clear how to produce and operate these carefully designed moments - both internally and externally.
 

Anyway, the Service Design Conference in Chicago was fantastic. Here are 3 reasons why.

Erik Flowers walking us through a stellar workshop.

1) The speakers actually cared and spoke from the heart.

I don't know how else to expand on this but that every single speaker genuinely came to talk about what they had been experimenting with, what their struggles were, and how they were proceeding to do more service design work. Erik Flowers from Intuit and John Tuck from TrunkClub were some of the hilarious ones who you couldn't help but befriend, and Dianna Miller from Syracuse University anchored the hearts of every single audience member as she gave courage to designers in the room to share and extend their experiences. 
 

2) Attendees bonded over the challenges they faced and offered little case studies of their own to help others. 

You could almost feel the love and depth of care that lived in these stories while people began to share what they were going through in their organization. It was sort of therapeutic in a way and it even encouraged me to share the struggles of implementing design in a large corporation that, like many, just thought it was all about making it pretty. This was a safe place to share your struggles and also to proclaim what works. One of the biggest realizations for me was how necessary it was to come together and share these experiences - it brings back perspective and endurance to achieve the design goals I think every HCD designer cares about.
 

3) It was just large enough, the venue was enabling, and it was branded to be an experience that held together on its own. 

Sometimes I think the best service designers can be found in event planning industries. It is not an accident when they design seating a certain way, choose the kind of snacks people can select from, and how loud microphones are tuned to be. Putting on an event is no easy task and these guys nailed it. Everything was really seamless but simple. No super fancy things but just enough to make little moments feel special - like when they gave you your lanyard with a color coded dot on the workshop you selected. The amount of people there were just enough to make it diverse but not feel too overwhelming. To cap an audience count is design decision as well - but I'm sure you already knew that. :)

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George Aye presenting the Chicago Public School Cafeteria project that I along with a group of designers helped design.

Service Design artifact from our workshop with M. Felix.

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John Tuck from TrunkClub

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Michael Felix leading us through a hypnotic workshop that was filled with meditation.

I really do feel as though I made some great relationships at this conference. I even reconnected with a professor of mine with whom I served on a project. It's strange how the world churns design circles and I'm really glad I made it out.