Key takeaways from Service Design Partner Day

A few key takeaways from the event:

• Future design needs clearer direction. While “future design” is a hot topic, it often feels abstract. Service design has always been about shaping the future, but the discussion still focuses on near-term improvements. There’s still foundational work to do before we can talk about long-term transformation.
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• Sustainability is no longer optional. It’s becoming the easiest concept to embrace in organizations. However, as design thinking spreads, shared terminology and mutual understanding are more critical than ever.
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• Collaboration is at the core of service design. Sometimes, bringing the right people together is the most valuable role a designer can play. Creating real impact happens through partnerships, small steps, and shared goals.
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• Children and youth must be included. One of the strongest themes was the need to design with and for young people. Their voices are crucial in shaping future services, and designers have a unique opportunity to act as change agents.
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• Empathy matters more than ever. AI can analyze data, but it can’t understand emotions or replace human connection. As digital services evolve, the role of empathy in design is only growing.

While these conversations aren’t new to us, it’s always valuable to see where the industry stands. Some organizations are just getting started, while others are looking to push service design further. Regardless of where we are, one thing is clear—there’s still a lot of work to do.