Service Design - Connecting Experiences | ADPList Chicago - SDN Chicago Chapter
Service design is rapidly becoming a critical discipline for teams building complex, interconnected products and experiences. As organizations move beyond isolated features toward holistic ecosystems, the ability to connect touchpoints, align systems, and reduce friction across the entire journey is what sets great products apart.
What we'll cover
In this panel discussion, we'll explore what service design really means in today's context—how it helps teams improve consistency, bridge gaps between channels, and create experiences that truly meet user expectations. We'll look at practical examples of how service design empowers users while enabling businesses to operate more effectively behind the scenes.
We'll also touch on how AI is reshaping service design—from automating operational workflows to enabling more adaptive, personalized experiences. As AI becomes embedded into products, designers are now responsible for orchestrating not just interfaces, but intelligent systems that respond in real
Who should attend
Whether you're a product designer, researcher, or strategist, this conversation will help you develop a stronger systems mindset and understand how to design for experiences that go beyond the screen.
Agenda
4:30 PM — Doors open
5:00 PM — Welcome + how tonight will work
5:10 PM — 6:00 PM Panel discussion
6:00 PM — 6:30 PM Audience Q&A
6:30 PM — 7:30 PM Networking
7:30 PM — Doors closing
7:40 PM — Join us for an afterparty next door ;)
Speakers:
Thomas Brandenburg turns complex challenges into thoughtful, end-to-end experiences people can actually use. As a Lead Service Designer at BP, a global leader in energy, he blends service design, user experience, and systems thinking to bring strategy to life. With experience across automotive, museums, and retail, he brings a curious, cross-industry lens—and a bias for making things real—to solving design challenges. He’s also an Adjunct Professor at Illinois Institute of Technology, co-founder of the Service Design Network Chicago Chapter, a lead instructor with the SDN Academy, and a community mentor on ADPList.
Vincenzo Centinaro is an Experience and Strategic Design Lead with over 13 years of experience across design strategy, human‑centered design, and product and service design. He has partnered with Fortune 500 organizations to envision future scenarios, shape strategic direction, and deliver meaningful products and services grounded in human insight. His approach to design thinking is deeply human‑centered, focused on uncovering unmet user needs and translating them into actionable design and business opportunities. He is particularly interested in how data, emerging technologies, and digital tools can augment human impact and enable more adaptive, scalable, and responsible service experiences.
Moderator:
Daniel Santrella User Experience Researcher @ Double Good
Event Sponsors:
Workbox - a national workspace operator and platform for professionals to connect. In addition to office space, we offer connection to investors, professional specialists, and high growth businesses across all of our locations. Our workspace products include private offices, reserved desks, floating access, as well as meeting and event space. Workbox has 13 locations in 7 cities across the U.S., and is one of the fastest-growing operators in the country. We are grateful to Cameron Brown for hosting us!
Saffron Street - is where India’s vibrant street flavors meet modern craft. We bring the buzz of spice markets, the comfort of home-style cooking, and the energy of today’s kitchens into one place. Every dish bursts with bold, layered flavors — from fiery curries to slow-cooked sauces and fresh, colorful toppings. Made with care, served with character, and designed for your everyday. This is Indian food that moves with you — fast, fresh, and full of life.
About ADPList
ADPList is a global community of mentors and learners— a community that was founded in 2021 with a mission to democratize mentorship for all. It has since grown to 24,000+ mentors who have mentored more than 100 million minutes in 141 countries across the globe. Our meetups are a great opportunity to meet new people, build community, and talk shop.
ADPList Chicago Team 🇺🇸
This event is planned and hosted by Ambassadors representing the ADPList Chicago Chapter!
Mila Shumilina, Onur Kocan, Aaron Montanez, Sherry Yu, Daniel Santrella, Hari Pudipeddi, Jantzen Loza, Efe Aykac
About SDN
The Service Design Network is the global centre for recognizing and promoting excellence in the field of service design. Through national and international events, online and print publications, and coordination with academic institutions, the network connects multiple disciplines within agencies, business, and government to strengthen the impact of service design both in the public and private sectors.
Mission and objectives The Service Design Network is an international network of organisations & businesses working in and developing the Service Design domain. Building a Service Design culture requires cooperation among disciplines, draws upon theories and practices to define a unique body of knowledge capable of addressing all the hard-to-soft aspects of the service. The SDN aims to develop and establish the Service Design discipline and professional identity.