Shreya Dhawan
Designing systems that put people first.
I craft end-to-end service experiences that bridge strategy and human needs — leading teams, shaping culture, and delivering measurable impact.
PHILOSOPHY
Great service design involves orchestrating every touchpoint, process, and interaction across every actor so that the entire system serves people with intention, purpose, and clarity.
Systems Thinking
Every service is a living system. I map complexity to reveal leverage points where small changes create lasting impact.
Service Design
Journey Managament
Human-Centered Rigor
Research isn't a phase — it's a mindset. I embed empathy into every decision through continuous discovery and co-design.
Design Research
Service Innovation
Workshop Design & Facilitation
Strategic Craft
Design that doesn't move the business forward isn't design. I align creative ambition with organizational outcomes and strategy.
Design Strategy
Experience Strategy
Service Innovation
Journey Orchestration
SELECTED WORK
Case Studies
Bringing Omnichannel to Life
New service delivery pilot experience to enable an increase in revenue, diversify and differentiate service offerings, and build support for greater omnichannel investment.
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Envisioning a New Customer Onboarding For a Growing SaaS Company
A flexible, omnichannel approach to onboard a diverse B2B customer base to drive increased customer satisfaction, faster speed to value, and greater ROI.
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THOUGHT LEADERSHIP
Talks & Workshops
From Modeling to Managing: A Data-driven Approach to Enhance Customer Journeys
CanUX Conference (Ottawa)
Integrating Journey Management for Real Impact
Beyond The Map Conference (Barcelona)
Making Service Tangible: the fastest path to higher performance
Advancing Service Design Conference by Rosenfeld Media (Virtual)
Designing For Sustainability: Reimagining Service Experiences Using Service Origami
Service Design Network Conference (Helsinki)
Publications
From Vision to Reality: An Integrated Approach to Implementing Services.
2023
Culture-driven Service Transformation: A Framework
Measuring for Sustainability: Friend or Foe?
2022
Service Design and Organisational Change: A Context-driven Framework
2018
2016
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