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Getting Started with Inclusive Service Design

By Max Masure

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Session type

Breakout Session


Fri, 22 Oct 2021

About this session

This last year has been both challenging for many, and a turning point for underrepresented communities’ liberation. As designers in a post-pandemic world, we play a critical role in influencing both local and global change through our craft. So, where do we begin?

It is important to acknowledge that we will all approach our own personal journeys of rigorous self-awareness, proactive education, growth through active practice, and building our confidence in standing up for what is right differently. We encourage you to use this session as yet another, or maybe the first means to develop your perspective on diversity, equity, and inclusion.

This service design-inspired interactive talk aims to empower design-minded individuals with definitions, scenarios, interactive activities, open discussion, and reflection to think through how they can each take personal accountability in conducting inclusive research and creating products and services for trans and gender non-conforming customers.

About Max

Max Masure

Max Masure

Service Designer, User Researcher, DEI Consultant, Author at

Max Masure (they/them) is a community-centered Service Designer and UX Researcher, DEI Consultant, Author, and Public Speaker.

They were named one of the most influential leaders of DEI in 2019 and 2020 by Hive Learning. They recently supported the United Nations in their efforts to improve engagement on their Sustainable Development Goals, trained Doctors Without Borders to better serve their employees and donors, trained a global hotel company to better serve their transgender and gender non-conforming customers, and they are currently advising the Service Design Network Organization as a founding member of their Diversity, Education, and Inclusion Advisory Board.

Their upcoming book will be released in the Fall 2021: “You (Don’t) Suck: a workbook to silence imposter syndrome”