Fantastic evening our year end Service Design Event "WHEN EVERYONE DESIGNS" hosted at Ideactio Pte Ltd x School of MetaSkills studio 💫🎉
Both speakers rocked!
Lim Wee Khee, Chief, Digital Innovation and Design Practice, NUS-ISS and Bojan Blecic (ex-MD & Head of Customer Experinece, OCBC Bank) shared nuggets of wisdom with practical examples from their rich experinece gained over the years.
It was a a great mix of connection and "real talk" on how Service Design and CX are transforming sectors far beyond Banking and FinTech—including Aviation, Supply Chain, and the Public Sector.
Our key takeaways:
🧠1. Fewer clicks don’t always mean a better experience.
In high-stakes industries, sharing the right amount of information is more important than speed. Streamlining a process too much can lead to "accidental" decisions. Sometimes, intentional friction is necessary to ensure customers are fully informed before making a costly mistake.
🔍 2. Speak the language of your stakeholders.
Designers' work (and worth) is sometimes overlooked in organistaions because they don't speak the "right" language. As Bojan shared, a powerful way to bridge this gap is to frame the risk: "Imagine if we launch this great product, but the customer doesn't understand it?"
đź’° 3. Put a $ behind every project.
Impact doesn't end at hand-off. Revisit projects at the 3, 6, and 12-month to measure the success your team has brought to the company. Whether it's financial institutions or the public sector, our speakers share the importance of showing the value of your work in the language that your stakeholders understand. Numbers.
It was eye-opening to see how Service Design remains a universal "meta-skill." The problem and context might be different but the thinking, methodology & skills are the same across. Making it versatile and applicable to designer and non-designer. Making everyone design.
Huge thanks to the speakers for the insights! 🚀
