When was the last time you had a good service experience - interacting with your bank, dealing with a snafu while traveling, even shopping at the mall? Chances are it's tough to recall. Let's face it: Services are bad. And they're getting worse as technology introduces more and more channels, making them increasingly complex. Enter service design. Choreographing the dynamic interactions between companies and people, service design innovates every touch point within a business ecosystem.

Craig LaRosa, a principal at Continuum, the award-winning global design and innovation consultancy, will share lessons straight from the project room about how to design great service experiences. Among other topics, he'll touch on how to: 1) create a "live lab" to prototype and measure real-world customer behavior, 2) drive service innovation and collaboration, 3) empower customer-facing staff to act with empathy and understanding.

About Craig LaRosa
As a Principal at Continuum, a National Design Award-winning innovation consultancy, Craig works with a wide range of industries from national retailers and restaurant chains to healthcare and financial services, with clients including Audi, Holiday Inn, Sam Adams, Cervelo, Hershey's, and Quest Diagnostics. Through immersive research and empathic journey mapping, Craig shapes experiences that transcend functional and emotional needs of customers and create positive business results for organizations.

Your mindset has a huge impact on your performance - and having the right one can allow you to handle obstacles with grace, persist in the face of challenges, and be more creative. In this master class with social psychologist Heidi Grant Halvorson, you'll learn 1) how to identify your own mindset, where it came from, and how it's affecting you, 2) how you can adopt a mindset that's focused on growth and success in your professional and personal life, and 3) how you can deliver feedback in ways that sustain and enhance growth-focused thinking among your colleagues.

About Heidi Grant Halvorson
Heidi Grant Halvorson is the Associate Director of Columbia University's Motivation Science Center, and a popular blogger for HBR, Fast Company, Huffington Post, Forbes, WSJ, and 99U. As a researcher, she studies goal pursuit, the obstacles that derail us, and the strategies we can use to overcome them.

Drawing on the research in his national bestseller Making Ideas Happen, Behance CEO Scott Belsky will present key insights on productivity and pushing ideas forward for this intensive master class. Scott will introduce attendees to the three crucial components of creative execution: (1) Organization - working with a bias-toward-action and prioritizing amidst the creative process, (2) Communal Forces - leveraging your community for feedback, resources, and the exposure essential for gaining traction with your ideas, and (3) Leadership Capability - keeping great ideas alive by seeking constraints, short-circuiting our rewards systems, and more.

Note: If you attended one of Scott's workshops at last year's conference, or elsewhere, you may already be familiar with some of the content that will be presented here.

About Scott Belsky
Scott Belsky believes that the greatest breakthroughs across all industries are a result of creative people and teams that are especially productive. As such, Scott has committed his professional life to help organize creative individuals, teams, and networks.

Scott is Adobe's Vice President of Community and Head of Behance, the leading online platform for creatives to showcase and discover creative work. Scott co-founded Behance in 2006, and served as CEO until Adobe acquired Behance in 2012. Millions of people use Behance to display their portfolios, as well as track and find top talent across the creative industries.

What does it take to win big in the digital space? What determines the difference between the brands that just tread water and those that dominate the market? In this master class, Undercurrent CEO Aaron Dignan will examine the fundamental building blocks of a robust digital strategy, touching on people, process, products, and platforms, and explore examples from startups to blue chips. After putting digital strategy in context, Dignan will lead the class through the process of digital service design-focusing on a common problem we all share. Participants will leave with a simple, proven process for inventing new digital solutions that get used-and ladder up to a larger plan.

About Aaron Dignan
Aaron Dignan dressed up like a super hero for 180 straight days of the first grade, which marked the beginning of his life as an iconoclast, observer, theorist, and performer. Now, as a founding partner of the digital strategy firm Undercurrent and based in New York, he advises global brands and complex organizations like GE, American Express, Hyatt, and Ford on their future in an increasingly technophilic world. Aaron's first book, Game Frame: Using Games as a Strategy for Success, was released in 2011.

This workshop will introduce you to the basics of long form improv comedy with an emphasis on acting on ideas quickly. Participants will learn the methods behind a good improv scene, which can easily be applied to increase productivity in brainstorming and other collaborative endeavors. The master class will be participatory, giving everyone a chance to engage in quick, fun improv scenes. Motivated participants will also have the chance to work on longer scenes in front of the class.

About Charlie Todd
Charlie Todd is the founder of Improv Everywhere, as well as a teacher and performer of improv comedy at the Upright Citizens Brigade Theatre. Since 2001, Improv Everywhere has executed over 100 missions involving thousands of undercover agents, including the Grand Central Freeze and the infamous No Pants! Subway Ride. Their videos have received over 300 million views online.

In this highly interactive master class, you'll learn how to apply the design-thinking principles of rapid experimentation to determine how (and if!) your idea aligns with your customers' needs. Led by Kaaren Hanson and a team of Innovation Catalysts from Intuit, participants will plan, run, and interpret the results of an idea experiment in the wild. The class will combine a taste of design-thinking with a splash of lean startup best practices to help you learn how to iterate on your ideas and make better, more successful decisions about evolving your products.

About the Intuit Team
Kaaren Hanson is vice president of design innovation at Intuit where she builds teams to deliver awesome product experiences. Wendy Castleman is a Design Strategist who leads the Intuit Innovation Catalyst community to empower the company to deliver delight to its customers. Bennett Blank is an Innovation Leader on mission to make Intuit a best place to work for entrepreneurs, and is founder of the company's Lean StartIN movement.