Andy Polaine is a APAC Regional Design Director at the global design and innovation consultancy Fjord where he divides his time between client work and Fjord Evolution. He is co-author of the Rosenfeld Media book, Service Design: From Insight to Implementation and a Rosenfeld Expert. Andy has over 25 years of experience in design and innovation with clients across a range of industries, including finance, public services, insurance, telecommunications, automotive, media, design and education. He holds a PhD from the University of Technology, Sydney and is a Fellow of the Royal Society for the encouragement of Arts, Manufactures and Commerce. He can be found online at polaine.com and, on Twitter as @apolaine.