BCS Sociotechnical Group lecture - Service design commercial success

Date/Time: Thursday 9 May 2013, 6:00pm registration start time 6:30pm - 9:00pm

BCS, 1st Floor, The Davidson Building, 5 Southampton Street, London, WC2E 7HA | Maps


Refreshments provided

Presenter: Christina Li


Designing digital products that are both enjoyable to use and also profitable in a competitive marketplace has never been easy.

In the past decades designers have enabled significant improvements in the interaction between computers and their users. Increasingly, however, people do not interact with a brand through only a single digital product only. Their experience comprises a variety of touch points and channels. In the mean time, service provision is becoming the dominant economic model. This means that the most successful companies are those which do not simply provide a single product, but a suite of compatible products that can provide a range of services.

As the service economy has grown, people have become more and more demanding, insisting that the user experience is useful, desirable, effective and efficient. This is where service design comes into play and can prove to be the difference between success and failure in today’s marketplace.

This talk will look at how high-quality service design can improve the user experience and help companies to be competitive, while at the same time being socially and ethically responsible. Together with the audience, we will look at lessons that commercial companies can learn from service design in the public sector and at models, processes and approaches which can be used to optimise the user experience. 


Christina is the founder of Infinite Interactive. An Experience and Service design professional, her experience covers a range of screen and non screen-based products and services, e.g. mobile, web, TV, as well as in-store and call centre experience design. Christina is passionate about creating holistic and enjoyable customer experiences across different channels and touch points. She does it by collaborating with business owners and customers to deliver commercially viable services that will also have a positive impact on the end users and enhance their relationship with the service provider.