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Designing a service experience for the complexities of New York City
Richard Whitehall, VP, Smart Design
Service Design is a discipline with an arsenal of well-tested tools and methodologies, but what happens when the rubber hits the road on the streets of New York City? Richard will talk about Smart Design's recent work rethinking the New York Taxi experience and reflect on what it takes to create a beautiful service in the most demanding environments.
Biography: Richard Whitehall
Richard Whitehall is a VP and partner at Smart Design, where he leads the Industrial Design practice. Inspired by people’s everyday encounters with bad design but also the bigger problems facing society and business, he helps clients to connect the emotional and the practical to solve design challenges across a range of industries. Richard also leads Smart’s initiative on sustainability through design and mentors thought leadership throughout the company.
His design work centers around the development of product ecosystems: holistic and harmonious customer experiences and service offerings that are founded upon a strong understanding of people’s behavior. Since joining Smart Design in 2002, Richard has worked on many projects and with a variety of clients; highlights include a range of strategic projects across HP’s divisions, over 100 products on the markets for OXO, inspirational design archetype projects for Panasonic, and numerous innovation programs in the consumer packaged goods industry.
Before Smart Design, Richard designed communication devices for NEC in Tokyo, worked extensively in the Healthcare Industry for Human Factors in New York, and helped create brand experiences with Isis in London. Richard studied Industrial Design and Engineering in his native England at the Royal College of Art, University of Bristol, and Imperial College.
Smart Design has been turning insight and innovation into successful consumer experiences for 30 years. Our strategic approach integrates product and brand to ensure winning solutions. Smart Design’s consistent results are delivered by our multidisciplinary, international staff working in teams across offices in New York, San Francisco, and Barcelona.
Website: smartdesignworldwide.com
Twitter: whitehall
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