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SXSW 2018

Transformation: Are You Sure You Want It?

As service designers, we're bought in to transform and re-center big companies’ business around their customers. In Australia, many companies are digital laggards who've had few competitors and have used customer inertia as a primary retention strategy. The story to shareholders is a warm, fuzzy one – “Look at our shiny new service designer investment!” – but the reality is often different. We’re here with survival stories from the service-design trenches, with a uniquely Australian slant.

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Related Media


  1. Can businesses really buy their way to transformation through investing in service design?
  2. How can you minimise the resistance to change, to really actually make things "transform"?
  3. What can you learn from our experiences that you can apply to your business right now?


  • Jo Gascoigne, Business Designer, Fjord
  • Enoch Tan, Service Designer, Fjord


Jo Gascoigne, Business Designer, Fjord

Meta Information:

  • Event: SXSW
  • Format: Dual
  • Track: Design
  • Track 2
  • Level: Advanced
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