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July 25: School of Design Hosts Annual Conference on Service Design, Sept. 7-9


Eric Sloss                          

Carnegie Mellon School of Design Hosts Second
Annual Conference on Service Design, Sept. 7-9

PITTSBURGH—Carnegie Mellon University's School of Design will host its second annual Emergence Design Conference, Sept. 7-9 at the David L. Lawrence Convention Center in Pittsburgh. The conference focuses on emerging themes and practices in design.

"By the end of 2007, services will make up more than 75 percent of the United States economy, and European countries are experiencing similar growth," said Shelley Evenson, associate professor and director of graduate studies in the School of Design. "There is little doubt that in the past few years, there has been an increasing shift from a focus on goods to a focus on services. From person-to-person, person-to-machine and machine-to-machine interactions, Emergence 2007 will explore the boundaries of service design and bring together visionaries — the educators and professionals that will shape our experiences in the future."

All facets of the economy have a service component, and Emergence 2007 will explore how the different design disciplines — graphic, product, interaction and organizational — work together to create the tangible and intangible artifacts of services. The conference will address methods of designing services; how businesses can benefit from the increased value of a well-designed service; the impact that economies, technology, people's needs and social trends have on service design; and how to further define this emerging field. Emergence 2007 will also provide insights on current service design practices, business opportunities in service design, the technology behind service design and service design's future outlook.

Emergence 2007 will include original presentations of academic projects as well as commercial and social case studies from around the world. Keynote speakers include Chris Downs, managing partner at live|work, Bettina von Kupsch, head of customer experience management at Swisscom Mobile, and Martin Wattenberg and Fernanda Viegas from the IBM Research Visual Communication Lab.

Downs' initiatives have been critical in defining, building and expanding the field of service design. He will discuss how his work leverages services that provide social and ecological sustainability. Von Kupsch will address Swisscom's comprehensive program to create a superior and consistent customer service experience, covering factual service and the human service experience as well as the emotional and social customer experience. Wattenberg and Viegas will give a joint lecture on their Many Eyes project, a public service of visual literacy, which aims to "democratize" visualization and to enable a new social kind of data analysis.

For more information, and to register for this year's conference, please visit: