Service Design & Kano Models


Service Design & Kano Models

August 18, 2021

About the Session

How do you decide where your services to level up? We’ll share Service Design practices and the Kano model tool to optimize your roadmap.

Service design is a human-centered design practice that aims to find an optimal balance between quality customer experience and the seamless business processes that support it.

We dive into the latest Service design practices, discuss ways to apply Kano modeling to identify and prioritize future services improvements, and share real-life stories of organizations that meaningfully improved their services with service design and Kano modeling techniques.

Come ready to dive in!


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About the Presenters

Diana Sonis and Lis Hubert

Lis Hubert and Diana Sonis are Firecat team members who lead CX by Design, a distributed team of highly caffeinated Human-Centered Design (HCD) experts who take a data-driven approach to designing products, services, and systems. They’re passionate about exploring and redefining the intersection between business goals and customer expectations.

Lis is an acclaimed design and strategy thought leader, writer, and speaker with extensive expertise in Digital Strategy, Customer Experience, Information Architecture, and Design Thinking. Before co-founding CX by Design, Lis led large-scale product engagements for USAA, ESPN, Major League Baseball, and NewsCorp.

Diana is a successful entrepreneur with extensive expertise in UX Design, Service Design, and the Design Thinking methodology. Before co-founding CX by Design, Diana led complex UX & CX engagements for Siemens, MasterMeter, and Essilor. She designed, built, and sold two technology companies. One of these, a data-driven B2C, now powers AirBnB’s neighborhoods data; another, an SaaS B2B, is now a core offering in RealNex.

About Firecat First Fridays

We host these free, monthly lunch-and-learn sessions to help our clients, our team, and our creative community to stay inspired and keep up with emerging techniques, tools, and tactics for User Experience design. strategy, and marketing. 

If you’re curious, please join us for an upcoming session!  

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