Andy is APAC Regional Design Director for Fjord.

He has 24 years of collaboration with clients across a range of industries, including finance, insurance, telecommunications, automotive, media, design and education, and has been involved in interaction design since the early 90s, when he co-founded award-winning media group, Antirom, in London. He holds a PhD from the University of Technology, Sydney and is a Fellow of the Royal Society for the Encouragement of Arts, Manufactures and Commerce. He is co-author of the book, Service Design: From Insight to Implementation.

You can also find frequently him lending his views and voice to the Fjord Fika podcast.

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It's one thing to learn service design tools and try them here and there on your projects. It's another to make the tools and the mindset business as usual within your organization. Connecting the dots is no small feat. But that's what we're trying to do at Capital One. Within our financial services division, we've made journey maps, vision stories, and service blueprints part of our management system. Leaders from multiple lines of business are embracing and learning these tools to help understand the customer experience, make vision tangible and accessible, and articulate what it will take to get there.

What are the challenges of implementing service design at scale? How do you democratizing both the mindset and the practice? How many journey maps do you need? What's the appropriate level of zoom? When is a blueprint not the right tool? How can we balance autonomy at speed, with service experience at scale? What's the role of the design team in this transformation? If service design tools, methods, and mindset are to become truly business as usual, these are the questions we must face.

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