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ServDes2020

2–5 February 2021

RMIT UNIVERSITY, MELBOURNE AUSTRALIA

ServDes.2020 conference seeks to explore the tensions and paradoxes of negotiating traditional knowledges, cultural practices, and relational obligations in the rapidly changing global landscape of COVID-19 and traumas of structured racism.

In an increasingly globalised world, the Asia-Pacific region offers a stage for negotiating systems and service complexity. This is a region where ‘design’ is positioned as a key driver for improving the living standards of many, and where its human and environmental capital is pivotal to economies all around the world. It is also a region of paradox and tension – of massive divisions of wealth between developed and emerging economies, where climate change is already displacing its peoples. Paradox and tension recognises ancient cultural practices and the effects of colonialisms still lived, alongside emerging globalised relations and new challenges.

We ask how might service design adapt its approaches to attend to such diversity? What can be learnt from the diversity of local practices and know-how of the region? How might we engage respectfully with Indigenous knowledges?

How do collectivist societies see ‘services’ or ‘design’ as means of addressing the pressing concerns of their communities, and does the spectre of the designed service act as a lever to shift old modalities into the new?

We invite participation from you – practitioners and researchers from the Asia-Pacific region and beyond – to share your insights and what you see as critical learnings for ‘service design’, ‘co-design’ or ‘social innovation’ in your areas of work by allowing plurality in these definitions.

Bundjil statement 

Bundjil was a powerful man, who travelled as an Eagle. He was the head man of the Kulin people. Bundjil taught people to always welcome guests. Bundjil asks what is your purpose for coming and understanding place.

​When you are on place you make dhumbali (promise/commitment) to Bundjil and the land of the Kulin Nation.

​The first dhumbali, is to obey the ngarn-ga (understandings) of Bundjil.

The second dhumbali, is not to harm the bubups (children).

​The third dhumbali is not to harm the biik biik (land) and wurneet (waterways) of Bundjil.

​As the spirit of Kulin ancestors live in us, let the wisdom, the spirit and the generosity in which Bundjil taught us influence the decisions made on place.

Do this by understanding your ways of knowing, your ways of doing, and your ways of being on place.

Inclusion + Accessibility 

Inclusion and Diversity at ServDes.2020

ServDes.2020 make dhumbali (promise/commitment) to Bundjil and acknowledges the welcome to all guests to aim and enable principles of accessibility, inclusion and diversity. With the kind support of ServDes.2020 sponsors, we are pleased to offer a series of mechanisms to enable as broad a range of points of view, experiences and understandings critical to notions of service design practice and research to participate. This includes a systematic approach to the accessibility of conference materials and by supporting author/delegates with specific needs to present their peer reviewed contributions where English language, financial limitations, might otherwise be a significant barrier to participation.

We have introduced a range of approaches to improve the accessibility of the conference and materials. The ServDes website was redeveloped through invaluable input from Vision Australia that gave a generous in-kind review of the proposed site. While the current site may not have achieved all the required elements for accessibility accreditation, we have begun a learning journey that will inform future conferences.

For the first time, ServDes.2020 conference proceedings have been formatted in reference to clear print guidelines to improve legibility for people with vision impairment. Through training offered by Vision Australia, the proceedings have been tagged for improved voice over reading using assistive technologies.

While acknowledging that more work needs to be done, the ServDes.2020 team feel secure in this direction for designing inclusive conference experiences, and to see this as a starting point for continuous improvements towards greater accessibility. We welcome your feedback on the outcome of these iterations and invite suggestions for further improvement for future conferences.
We request all conference delegates to prepare their presentations according to the W3C Web Accessibility Initiative. This includes keeping slides simple, using strong colour contrasts and verbally describe any visual material featured in the presentation. Pre-recorded presentations will make use of the automatic captioning features and language translation on the video platform.

More information on accessible presentations can be found here:
How to Make Your Presentations Accessible to All
Making your presentation accessible by Richard E. Ladner & Kyle Rector, Interactions, June 2017

Registration fee waivers

A select number of registration fee waivers will be available to author/delegates that have:
• financial limitations (eg: someone presenting from a non-profit or community organisation)
• fee waivers for accompanying supporter / carer / interpreter to assist in the presentation and/or participation in the conference.

Support for languages other than English

There are a number of strategies in place to support author/delegates where writing or speaking in English language may be a barrier to participation.
This includes:
• Proofing and editing all paper submissions
• Translation services for Regional Panels (Chinese, Thai, Korean, Japanese)
• Registration fee waivers for an accompanying interpreter

Respecting Kulin Nations 

Places of cultural significance
A number of sites of historical and cultural significance are located within or close to RMIT. When you get a chance to visit Melbourne, we hope you can make time to visit some of these places.

https://www.youtube.com/embed/O96ykTE2bvU

RMIT Ngarara Place

Walk, listen and discover RMIT’s Indigenous history

An interactive app and audio-walk is revealing RMIT’s hidden history, inviting listeners to reimagine the City campus through Indigenous stories of land, river and sky.

Download the TIMeR app for mobile and start your own campus tour

Koorie Heritage Trust Online

The Koorie Heritage Trust is located at Federation Square, a tram ride or walking distance from the conference venue at RMIT. Their purpose is to promote, support and celebrate the continuing journey of the Aboriginal people of South Eastern Australia. And their motto is “Gnokan danna murra kor-ki” means “Give me your hand my friend”.

In response to the COVID-19 outbreak, Koorie Heritage Trust have temporarily suspended public programs. Many wonderful resources, such as online exhibitions and the Trails of Feeling interactive walking trail, are available through Koorie Heritage Trust Online.

Learning about Koorie Cultures
Unfortunately, due to the cancellation of an on-site conference for ServDes.2020, we have also cancelled the Walking Tour offered by the Koorie Heritage Trust and Bunjilaka Aboriginal Cultural Centre at Melbourne Museum. Here are information about the wonderfully informative guided tour should you get a chance to visit these places in the future.

Aboriginal Walking Tour
Bunjilaka Aboriginal Cultural Centre at Melbourne Museum

RMIT and Reconciliation
Founded in 1887, RMIT is established as the Working Men’s College, with the aim of bringing education to the working people of Melbourne.

By 1888 The College offered classes to both men and women in technical, business and arts areas. Students gained applied skills relevant to various trades, including architectural and mechanical drawing, theoretical and applied mechanics, plumbing, carpentry and painting. The curriculum offered studies in arithmetic, algebra, bookkeeping, shorthand, physics, physiology and photography.

The establishment of the the Koorie Education Unit in 1992, marks the beginning of RMIT’s journey towards Reconciliation.

RMIT's Act legally endorses our commitment to ‘use our expertise and resources to involve Aboriginal and Torres Strait Islander people of Australia in its teaching, learning, research and advancement of knowledge activities and thereby contribute to; realising Aboriginal and Torres Strait Islander aspirations, and safeguarding of the ancient and rich Aboriginal and Torres Strait Islander cultural heritage'.

Through Dhumbah Goorowa, RMIT’s Reconciliation Plan, RMIT is committed to redefining its relationship in working with and supporting Aboriginal and Torres Strait Islander self-determination. The University’s goal is to achieve lasting transformation by maturing its values, culture, policy and structures in a way that embeds reconciliation in everything we do. We are changing our ways of knowing, working and being to support sustainable reconciliation and activate a relationship between Indigenous and non-Indigenous staff, students and community.​

1 https://www.rmit.edu.au/about/our-heritage/history-of-rmit
2 https://www.rmit.edu.au/about/our-values/respect-for-australian-indigenous-cultures
3 https://www.rmit.edu.au/content/dam/rmit/documents/about/indigenous/rmit-dhumbah-goorowa.pdf

Being Mindful 

Our commitment is not harm the bubups (children) of Bundjil, and to do this by understanding our ways of knowing, our ways of doing, and our ways of being on place. ServDes.2020 is dedicated to creating a safe, welcoming and respectful conference experience for everyone.

In keeping with our principles and values for Respecting Kulin Nation and Diversity and Inclusion, all on-site and online attendees are asked to be mindful of these guidelines.

Our conference is dedicated to providing a harassment-free experience for everyone, regardless of gender, gender identity and expression, age, sexual orientation, disability, physical appearance, body size, race, ethnicity, religion (or lack thereof), or technology choices. We welcome people of all backgrounds, experiences and fields.

• Be kind, patient and mindful of differences (of any kind) and technical constraints (such as internet access, camera availability, etc)
• Enter our spaces to listen deeply and participate with respect. We are all on a learning journey.
• Please do not interrupt or spoil the presentation in progress by distracting other attendees.
• Please be careful in your choice of words and endeavour to make your expressions and languages inclusive.
• Please do not judge or trivialise others and phrase any critiques respectfully with constructive advice.
• Please avoid generalisations as much as possible by anchoring your perspectives in direct experiences or personal observation, such as “I have observed designers do…” rather than “Designers are…”.
• Please create accessible sessions by describing any images for those who cannot see them and speak clearly at a moderate speed.

These guidelines extend to all social media platforms associated with ServDes.2020 conference and online interactions.

• Install Zoom on your machine before you “arrive” at the conference, and create an account if you do not have one already. Please be aware that it uses 50% more bandwidth than the single speaker view.
• On the online conference platform, please do not interrupt the Moderator, Chairs or the Speakers while they are talking but alert your concerns in the chat or raise your hand in the participants window for a Volunteers or Facilitators to respond.
• Please use the chat window to ask questions.
• Please avoid GIFs (especially animated ones) in the chat window.
• If you are in logging on from a shared room/venue, please be aware that others may hear you, and we may hear them.
• Mute your microphone during the sessions, and if possible, use headphones in a quiet space without background noise.
• Please do not screen or audio record any sessions or presentation you are attending. Any recordings will be made by the organisers through prior notice and consent.

If you are being harassed, notice that someone else is being harassed, or have any other concerns, please contact a member of conference staff immediately. Conference staff can be easily contacted via info@servdes.org.

What is harassment?

Harassment includes, but is not limited to:
• Verbal comments that reinforce social structures of domination [related to gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, religion, technology choices, [your specific concern here].
• Sexual images in public spaces
• Deliberate intimidation, stalking, or following
• Harassing photography or recording
• Sustained disruption of talks or other events
• Inappropriate physical contact
• Unwelcome sexual attention
• Advocating for, or encouraging, any of the above behaviour

Participants asked to stop any harassing behaviour are expected to comply immediately. If a participant engages in harassing behaviour, event organisers retain the right to take any actions to keep the event a welcoming environment for all participants. This includes warning the offender or expulsion from the conference without a refund at the discretion of the conference organisers. Organisers will be encouraging these guidelines throughout the event. We expect cooperation from all participants to help ensure a safe environment for everybody.

This anti-harassment policy is based on the example policy from the Geek Feminism wiki, created by the Ada Initiative and other volunteers.

Sustainability 

In keeping our obligation to Bundjil, ServDes.2020 aims not to harm the biik biik (land) and wurnee (waterways). ServDes.2020 conference is committed to have a sustainable social impact and contribute to shared futures with Indigenous peoples. The conference aims to create awareness of the positive impact that Service Design practice can have on many worlds we inhabit. The unprecedented events of 2020, from bushfires, natural disasters to the global pandemic, have revealed the fragile entanglement of our worlds. 
 
ServDes.2020 was postponed from July 2020 and had to be redesigned as an online conference. This means we have made significant sustainable impact already. Lack of travel, and enabling remote participation will save 260 tons of CO2 emissions and eliminate the footprint resulting from food, waste, energy, water, heating and cooling in the venue and transportation use. Remote participation can also enable wellbeing of attendees, allowing all of us, for example, to spend more time in our communities and close to our loved ones. 
 
As part of our sustainable commitment, ServDes.2020 had partnered with family businesses, Indigenous enterprises and organisations working with people experiencing social disadvantages. The conference catering was intended to be focused on seasonal food made of native ingredients and there were strategies to minimise waste through reuse, recycling, and composting. Please see the student work that documents these proposals.
 
As an online event we would like to encourage all ServDes.2020 participants, wherever you are, to embrace our sustainable commitment. You can do this by choosing sustainable energy and internet providers, minimising single use, extending the life of your digital devices, donating to organisations supporting Indigenous communities, and using a reusable cup for your take-away beverages.

Acknowledgement of Country 

ServDes.2020 conference will take place on the unceded lands of the Woi wurrung and Boon wurrung language groups of the east Kulin Nation. 

An Acknowledgement of Country is an opportunity for everyone to show respect for Traditional Owners and the continuing connection of Aboriginal and Torres Strait Islander peoples to Country. It also recognises that their sovereignty was never ceded.
Find out the Traditional Custodians where you are in Australia

We invite everyone attending ServDes.2020 to offer an Acknowledgement at the start of every session and to offer this with feelings of deep respect. There is no fixed wording but it can take this form:

“I would like to acknowledge the Traditional Owners of the unceded land on which we meet today, the Woi wurrung and Boon wurrung language groups of the Kulin Nation and pay my respects to Elders past, present and future. I also pay my respects to members of Indigenous communities that are attending this event.”

And/or if you’re attending on lands of Traditional Custodians across the world:

“I / We acknowledge the Traditional Custodians of the lands, [insert name of Nations or Peoples] and pay my / our respect to their Elders past, present and future. I /We also pay my/our respects to members of Indigenous communities that are attending this event."

You can read more about how to give an Acknowledgement with meaning:

1. Find out whose land you're on. Do your research and be specific.

2. Show respect. Be earnest and genuine.

3. Adapt to suit your context. It's easy to download an already scripted acknowledgment, try to write one in your voice.

4. Be confident. Speak with purpose.

5. Avoid using past tense. We are still here.

6. Use correct terminology. Don't use 'Aborigines'. It is a derogatory word.

7. Breathe. Take your time.

Committee

Yoko Akama

Associate Professor

RMIT University
General Co-Chair and Leadership Team

Liam Fennessy

Senior Lecturer

RMIT University
General Co-Chair, Leadership Team and Inclusion Chair

Tania Ivanka

Lecturer

RMIT University
Inclusion Chair

Rowan Page

Lecturer

Monash University
Short Paper Chair

Leah Heiss

Senior Lecturer

RMIT University
Workshop Chair

Marius Foley

Senior Lecturer

RMIT University
Workshop Chair

Juan Sanin

Lecturer

RMIT University
Food Chair

Areli Avendano Franco

Lecturer

RMIT University
Food Chair

Linus Tan

Sessional Lecturer

Swinburne University
Student Forum and Program Chair

Abby Mellick Lopes

Associate Professor

University of Technology Sydney
Short Paper Chair

Juliette Anich

Lecturer

RMIT University
Program Chair

Tanja Rosenqvist

Lecturer

RMIT University
Food Chair

Natalia Alessi

Researcher

RMIT University
Program Chair

Carolyn Barnes

Associate Professor

Swinburne University of Technology
Long Paper Chair

Helen Whitehead

Associate Partner

IBM iX
Workshop Advisor

Simon Lockery

Senior Lecturer

RMIT University
Industry Chair

Mathan Ratinam

Lead Service Designer

Department of Premier and Cabinet (Victoria Government)
Workshop Advisor

Julia Leong

User Experience Designer

Social Media Chair

Jaz Choi

Vice Chancellor Senior Research Fellow

RMIT University
Short Paper Chair

Ingo Karpen

Professor

RMIT University
Long Paper Chair

Judith Glover

Lecturer

RMIT University
Student Forum Chair

Emma Luke

Lecturer

RMIT University
Student Forum Chair

Sara Harrington

RMIT University
Conference Co-ordinator 2020

Anna Farago

RMIT University
Conference Coordinator 2020

Gypsy Carthew

Operations Coordinator

RMIT University
Conference Co-ordinator 2021

Matt Kurwoski

Industry Fellow

RMIT University
Connections Chair

Acknowledgments

We would like to give heartfelt thanks to the following people that have provided invaluable help, input, and hard work for ServDes.2020!

ServDes.2020 branding:
Chiara Croserio, Paul Putra Panudiana Kuhn, Peem Thaugsuban

ServDes.2020 website 2021:
Amici Studio — James Meadowcroft, Liz Luby, Selena Repanis

ServDes.2020 website design 2020:
Lee Lee Wong, Ka Yan Lau, Xiao Qian Dong, Tian Yi Chen, Nicholas Shu, Beck Storer

Academic, Industry and Research Participants:
Ng Ailing, Shana Agid, Ola Ali, Natalia Alessi, Joon Sang Baek, Andrew Bardac, Kerry Best, Gao Bo, Boo Chapple, Roger Chen, KR Chetan, Chung Kum Chew, Kelly Chueng, Carla Cipolla, Tristan Cooke, Jess Corbett, Jianting Dai, Pradip Dasgupta, Cyndi Dawes, Fayen D’evie, Stefanie di Russo, Tejaswi Divakaruni, Caitlin Dragon, Ronnie Egan, Tim Elliot, James D. Elliott, Bridgette Engeler, Louise Francis, Emma Gerard, Desean Goh, Xiaoyu Gu, Yuwei Guo, Pranoti Hatkar, Iva Halacheva, Sue Izmir, Avishkar Kalgutkar, Saurabh Karandikar, Leander Kreltszheim, Calvin Kua, Essi Kuuri, Melanie Kydd, Kei Him Lam, Chloe Lau, Georgi Lewis, Su-en Lim, Tai Yi Ling, Kuan-Leung Liu, Nico Leonard, Tanveer Mago, Bridget Malcom, David McBurney , Kate McEntee, Nicola Moreli, Khemmiga Teerapong, Rubi Thi Bao Nguc Nguyen , Lisa Overton, Lina Patel , Lara Penin, Sabrish Prakas, Alison Prendiville, Tanya Pulani, Anushka Ramakrishnan, Ankita Rathore, Tatyana Rugema, Shadae Rugema, Vidur Sabharwal, Bryan Sim, Kate Storey, Jo Sszczepanska, Erin Tan, Yuri Teodonuych , Poonam Vengurlekar, Sergey Vasilyer, Josina Vink, Noel Waite, Peter West, Olivia Wong, Vivian Ji Jian Xu , Jeremy Yuille, Lulu Zhang, Yi Zhang Mavis Ka Yan Lau, Hong Anh Minh Le, Winny Uyen Cat Le Khac, Pauline Ping Li, Iris Pengling Li, Shuang Li, Limeng Liang, An-Ni Liu, Jiashuo Liu, Olivia Wenai Liu, Wanyi Lu, Cathy Yue Ma, Madeleine Mittas, Samantha Montiel Sanchez, Yutang Mu, Arianna Navarro-Grau, Duc Nguyen, Janhavi Nikharge, Kara O’Loughlin, Alexandra Pettigrew, Darren Jen Ken Phoon, Khuyen Phung, Deepti Ramakrishnan, Leah Rangi, Aamena Rasiwala, Ektaa Ravishankar, Ebisu Zedequan Rong, Hannah Mae Therese Cilot Rufino, Shakira Rugema, Simon Scougall, Shuai Shao, Yunxi Shao, Maxmillian Shelton Huntley, Yiling Shi, Tim Smits, Zoey Yitong Song, Seuret Son-Le, Jing Sun, Luna Suxuan Tian, Revati Vivek Tongaonkar, Benjamin Fred-Robert Tuariki, Janine Uy, Panyada Vanichpanya, Aaron Hung Vo, Hua Wang, Chloe Suzanne Weatherly, Siyang Wen, Lee Lee Wong, Juanyan Wu, Shuchen Wu, Arius Cheng Xu, Iris Xinyu Xu, Rong Xu, Muhamad Daniel Darnas Bin Muhamad Yakup, Tiezheng Yan, Yuqi Yang, Cathy Yue Yin, Brynn Jiayi Zhang, Chloe Jiayu Zhang, Dui Zhang, Leona Xin Zhang, Nicole Xiaoyu Zhang, Yingying Zhang, Weili Zhang, Weili Zhong, Jinghan Zhu.

Reviewers:
Shana Agid, Yoko Akama, Jonathon Allen, Ahmed Ansari, Fernando Alberto, Alvarez Romero, Parag Anand, Bec Andrews, Juliette Anich, Mattias Arvola, Ahmed Ansari, Joon Sang Baek, Justin Barrie, Carolyn Barnes, Marion Bawdon, Viktor Bedo, Gabrielle Bendiner-Viani, Jessica Bird, Jeanette Blomberg, Johan Blomkvist, Spyros Bofylatos, Stefana Broadbent, Rachel Bucknall, Martina Caic, Valerie Carr, Michelle Catanzaro, Fabrizio Cheschin, Jaz Choi, Carla Cipolla, Simon Clatworthy, Stephen Clune, Ollie Cotsaftis, Jess Corbett, Marta Corubolo, Selby Coxon, Allyson Crimp, Alexander Crosby, Yolanda Dawson, Amalia De Goetzen, Chiara Del Gaudio, Myriam Diatta, Sean Donahue, Aguinaldo Dos Santo, Oliver Dykes, Adam Dzwonczyk, Alli Edwards, Mel Edwards, Liam Fennessy, Marius Foley, Lucy Fraser, Ilya Fridman, Claudia Garduno, Alison Gill, Gloria Gomez, Daria Gradusova, Lisa Grocott, Penny Hagen, Iva Halacheva, David Hands, Libby Heasman, Leah Heiss, Owen Hodda, Stefan Holmlid, Kathleen Horton, Yang Huan, Ingo Karpen, Çi.dem Kaya, Mahmoud Keshavarz, Miso Kim, Yong Se Kim, Hannah Korsmeyer, Chris Kueh, Joannes Barend Klitsie, Leander Krelzheim, Matt Kurowski, Jung-Joo Lee, Vivian Lee, Benny Leong, Simon Lockrey, Sylvan Lobo, Abby Lopez, Anna Lorenzetto, Ravi Mahamuni, Bridget Malcolm, Lisa Malmberg, Laura Mata Garcia, Georgia McCorkill, Cat McDonald, Kate McEntee, Troy McGee, Massimo Menichinelli, Satu Miettinen, Marzia Mortati, Andrew Morrison, Ingrid Mulder, Alok Nandi, Erez Nusem, Tim Overkamp, Lisa Overton, Rowan Page, Lina Patel, Lia Patricio, Lucas Rafael Ivorra Penafort, Lara Penin, Maximilian Perez Mengual, Margherita Pillan, Andy Polaine, Alison Prendiville, Rebecca Anne Price, Ruby Quail, Priyanka Rajwade, Mariano Ramirez, Mark Richardson, Vanessa Rodrigues, Ned Rossiter, Callan Rowe, Georgia Rowe, Stefanie di Russo, Daniela Sangiorgi, Juan Sanin, Steve Santer, Kaisa Savolainen, Melis Senova, Tristan Schultz, Samuel Petros Sebhatu, Cathrine Seidelin, Jethro Sercombe, Luca Simeone, Aditi Singh, Toni Smith, Zoe Sofoulis, Eduardo Staszowski, Jesse Stein, Susan Stewart, Marc Stickdorn, Kate Storey, Karla Straker, Teresa Swist, Jo Szczepanska, Masanao Takeyama, Ida Telalbasic, Christine Thong, Cameron Tonkinwise, Paola Trapani, Soumitri Varadarajan, Floris van der Marel, Geke van dijk, Mattia Vettorello, Josina Vink, Noel Waite, Lucy West, Peter West, Katarina Wetter Edman, Cara Wrigley, Emily Wright, Eun Yu , Jeremy Yuille.

Volunteers:
Mandy Lau, Winny Uyen Cat Le Khac, Denni Stanbridge, Revati Tongaonkar, Yuki Yang.

With the kind support of ServDes.2020 sponsors, we have been able to offer a series of mechanisms to enable as broad a range of points of view, experiences and participation. This includes accessibility, translation and editorial assistance; workshops for authors and reviewers new to conference processes; and a range of assistance for English language, financial limitations and people with disability to enable participation.

Sponsors

ServDes Partners
Inclusion Support
In-kind Support