15+ years of UX & SD industry experience on top of an interaction design masters degree. The current iteration of Steve Kato-Spyrou's UX self has been mentoring designers at Lloyds when they cross into other departments to advocate customer design thinking. However as a dyslexic his real passion would be making complex structures less painful for customers to digest.

The Talk

Steve Kato-Spyrou is giving this talk with Aleksandra Starosta

The job is not the job

In the ivory tower of service design, we're taught that the "work" is the journey map, the blueprint, and the polished prototype. In the trenches of a massive corporation, we quickly learn the truth: The job is not the job.

The real work is navigating a labyrinth of competing agendas, departmental silos, and mid-level inertia. This session is a "practical field guide" for designers who are tired of beautiful decks that go nowhere.

We'll show what's worked (what hasn't) and why has worked when it comes to finding and more importantly selling to stakeholders who couldn't care less about "design thinking" but care deeply about their own KPIs.

Using a mix of investigative tactics and modern Al-driven workflows, we'll move past the theory and into the grit of getting things done.

What You Will Learn

One key takeaway - Relationship building is key