The Future of Service Design - Discussion with Grace Kwon from Spotify

​Join us for a conversation with Grace Kwon, Lead Service Designer at Spotify.

​Grace is a service designer who finds beauty in untangling chaos. At Spotify, she helps shape services across music, podcasts, and audiobooks—connecting product, engineering, and business affairs to bring complex systems to life.

​Before Spotify, she led human-centered design work for organizations including the Gates Foundation, National Geographic, SAP, and the United Nations—where systems thinking met empathy, and ideas turned into real-world impact.

​Passionate about education, Grace also teaches Mapping & Visualization at the School of Visual Arts, guiding graduate students to see patterns in complexity and tell stories that move people.

​In this session, she’ll share perspectives on how service design is evolving, how AI is reshaping the field, and what it takes to drive meaningful change inside organizations.

​Agenda:
3:45p PT: Joining
4p PT: Grace will discuss her thoughts on the Future of Service design - informed from her Service Design FAQ and her experience
4:30p PT: Moderated Q&A
4:50p PT: Audience Q&A