Jamin Hegeman

Jamin Hegeman

Head of Design, Financial Services at Capital One


Jamin believes in the power of design to shape human experience and transform services, organizations, and communities. He is a designer, poet, soccer player, and brewer with expertise in service design and customer experience. He supports and mentors designers to develop their craft, while helping businesses articulate service strategy and define transformative service experiences that benefit customers, employees, and the business.

As design director at Adaptive Path, he lead the service design practice and worked to scale the practice enterprise wide at Capital One. He also directed Adaptive Path’s Service Experience conference. As a principal of Service Design Network, he has helped the Service Design Network grow and influence thousands of designers and business leaders around the world. His work and ideas have appeared in the book, This Is Service Design Thinking. He shares his knowledge and experience through speaking, writing, and teaching.

Jamin’s previous roles include designing a mobile service for HIV positive teenagers, building and designing university websites, editing technical documentation, and writing news articles about the US nuclear weapons complex as a Washington, D.C.-based journalist.

Jamin holds a master’s degree in design from Carnegie Mellon University, and bachelor of art’s degree in poetry writing from the University of Pittsburgh.

Specialties: service design, building design capability, storytelling, design research, interaction design, facilitation, design leadership