On October 15-18, Service Design Week presented three days of dynamic, engaging speakers, workshops, and activities in Boston.
As co-chair of the Financial Services Focus Day, I had the privilege to introduce a series of leaders who have created and sustained meaningful, human-centered change in their organizations. Topics included the rising importance of service design to the financial services industry, how to overcome barriers to innovation, and designing for financial services in 2020 and beyond.
I recently connected with several speakers to learn more about their backgrounds, how they’ve integrated service design into their organizations, and what they see as critical for the future success of financial services.
In this first interview, I spoke with Elizabeth Trudeau, Founder and Head of Strategic Design at Wells Fargo. Liz was our first speaker on the topic “How Can a Strategic Design Function Impact a Financial Services Organization?”
Tell us a little bit about your background?
How do you explain design thinking and service design inside your organization?
You’re an innovation design thinking leader but how does service design fit
into that world?
As you look out over the next couple of years, what are the biggest
challenges to overcome?
Bridging the gap between the good idea and getting it to stick is critical.
Do you have any key advice for making that happen?
You mentioned wanting to change the way the company thinks. If you could
wave a magic wand and arrive in the promised land, what would that look like?
What is your recommended reading list for service design transformation or