Service Design 2011

Designers on the inside

Opher Yom-Tov

After spending many years consulting to corporations, Opher Yom-Tov will share his recent perspectives designing from inside a service organization. Previously at IDEO in Silicon Valley and Shanghai, Opher now leads an internal service design and innovation effort at BT Financial Group (the wealth management arm of Westpac). His team has two objectives:

  1. to participate in the design of services, and
  2. to teach the company how to design and innovate.

The world of financial services is incredibly complex and money is a highly emotional topic for people. The combination of these two elements presents an exciting array of design challenges to tackle. Opher will share insights from designing and implementing services across a tangled web of stakeholders, technologies, regulations and brands. He reinforces the importance of engaging all stakeholders in the design process (particularly front line staff) and the delightful and unexpected surprises that can emerge.

Audio

Audio clip: Adobe Flash Player (version 9 or above) is required to play this audio clip. Download the latest version here. You also need to have JavaScript enabled in your browser.

Presentation

Photos

Opher Yom-TovFinancial services are exciing (Opher Yom-Tov)