Ben Tollady

Ben Tollady
  • Experience design leader & consultant at Benjamin Tollady Design
  • Melbourne, Australia

Ben is a designer, leader and agency founder who has worked in the fields of user experience and interaction design for over 20 years across both the UK and Australia.

Now an independent consultant, Ben was formally part of the XD leadership team at Origin Energy and co-founder of UX agency Thirst Studios, where he led an exceptional team providing services spanning UX, CX & Service Design for a number of clients across a range of digital transformation projects.


Service design and Agile in a post-covid world - the odd couple?

As businesses adapt to a significant paradigm change; to remote workforces, socially-distanced spaces, quickly pivoted business models and contactless delivery, the importance of understanding and designing-for complex, constantly changing service offerings and providing consistent and engaging digital experiences has never been greater.

Traditionally, Service Design has been our toolkit for tackling and resolving these challenges, but has it ever really adapted to the fast-paced, delivery focused world of Agile project management that many of us now find ourselves in? And what now with the added challenge of a global pandemic and the many additional constraints that have been brought with it?

In this talk, Gareth and Ben will explore the problems with Service Design in the context of Agile ways of working, coupled with the added challenges that the Coronavirus pandemic has brought with it, highlighting the need to run lean and adapt quickly.

Using examples and case studies drawn directly from their own first-had experiences, Gareth and Ben will explain some of the common pitfalls and problems with Service Design in Agile before proposing their suggestion for a better way.

Gareth Roberts
  • Experience and service designer at JB Hi-Fi
  • Melbourne, Australia