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
Systems Design
Journey Management
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
Service Design Training
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
01 | 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.
02 | Bringing Omnichannel to Life
Launching a service delivery pilot to unlock new revenue streams, differentiate offerings in the market, and champion investment in a seamless omnichannel experience.
THOUGHT LEADERSHIP
Talks & Workshops
I translate practice into shared learning, turning real-world experience into conversations, tools, and frameworks others can apply. Through speaking and facilitation, I create space to challenge assumptions, expand perspectives, and help shape the future of service design in practice.
From Modeling to Managing: A Data-driven Approach to Enhance Customer Journeys
CanUX - Ottawa, Canada
Integrating Journey Management for Real Impact
Beyond The Map - Barcelona, Spain
Making Service Tangible: the fastest path to higher performance
Advancing Service Design Conference
Designing For Sustainability: Reimagining Service Experiences Using Service Origami
Service Design Network Conference - Helsinki, Finland
Publications
I use writing to reflect on my practice beyond the work itself, sharing ideas, learnings, and tested frameworks with the broader service design community. Through publishing, I explore emerging edges of the discipline, invite dialogue, and contribute to its ongoing evolution.
From Vision to Reality: An Integrated Approach to Implementing Services
McGar, K., & Dhawan, S. | Touchpoint, 14(3), 12–17
2023
Measuring for Sustainability: Friend or Foe?
Dhawan, S., & Berg, L. | Touchpoint, 13(1), 34–38
2022
2018
Culture-driven Service Transformation: A Framework
Dhawan, S. | Touchpoint, 10(2), 100–104
Service Design and Organisational Change: A Context-driven Framework
Basore, M., Dhawan, S., Dong, Q., Moore, A., & Sin, A. |Touchpoint, 8(3), 80–83
2016
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