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February 25 - 27, 2019
The Oxford Hotel | Denver, CO

Day 2: Tuesday, February 26, 2019

7:15 am - 8:00 am Registration & Breakfast

8:00 am - 8:15 am Host's Opening Remarks

Shawn Nason - CEO & Chief Ecosystem Disruptor, Nason Group


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Shawn Nason

CEO & Chief Ecosystem Disruptor
Nason Group



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Michael Harper

Chief of Radical Experiences
Nason Group

8:30 am - 9:00 am OPENING KEYNOTE ADDRESS Welcome to the Experience Economy

Cindy Chastain - SVP, Customer Experience & Design, Mastercard
We live in the experience economy, where customers no longer purchase simply a product or service, but engage with brands through an omni-channel spectrum of media and interactions defined by experience. Creating and delivering exceptional end-to-end experiences that elevate the brand through design fuels innovation, differentiation, and great customer experience for an organization.

Join Cindy as she kicks off Experience Design Week by addressing:

+ How to deliver great CX with experience, service design, design thinking and experience design in the experience age
+ Bridging the gap between user experience and customer experience
+ How to create standards and best practices around design and customer experience
+ The importance of expanding capabilities to be a core part of your organization’s digital transformation
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Cindy Chastain

SVP, Customer Experience & Design
Mastercard

We are standing on the brink of a seismic shift in innovation – a revolution in the relationship between brands and their customers and consumers.  This is the Experience Revolution, and it is here.
   
We’ve been reading the signs and consulting history, and this revolution aligns with a historical cadence of large-scale changes that were industry revolutions in their own rights.  The time has come to recognize our collective past accomplishments so that we can lead the next era of social, economic and technological change.
 
Brian will guide us through this dynamic keynote perspective by:
 
+ Sharing what the Experience Revolution is and what it means for our future. 
+ Connecting this newfound understanding with how innovators can produce new, holistic user engagements.
+ Exploring how our senses and emotions will define how brands relate with true user experiences going forward.





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Brian Roderman

President, Chief Innovation Officer
IN2 Innovation

9:45 am - 10:45 am Networking Break + Demo Drive

XD THERAPY

Talk it out.

Attendees have the opportunity to join 2 roundtable therapy sessions. These topics are created with industry practitioners. Participants will discuss, vent, commiserate and discover “ah-ha” moments with peers facing similar challenges.

Session 1 1: 10:45 AM – 11:30 AM  | Session 2: 11:35 AM – 12:20 PM

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Meghan Borsic

Head of UX Research and Design - Consumer Electronics
Amazon

10:45 am - 12:20 pm How to Brainstorm: Thinking Outside the Box

10:45 am - 12:20 pm Creating Roadmaps that Stick

10:45 am - 12:20 pm Tangible Steps to Unfreeze Your Frozen Middle

WE NEED YOUR HELP IN SHAPING XD THERAPY!
This part of the agenda will be created by you based on research, so tell us your Experience Design challenges here.


12:20 pm - 1:20 pm Lunch & Learn | Why the Value of Design Matters to Your Organization

Jeff Salazar - Design Partner, McKinsey
Melissa Dalrymple - Associate Partner, Experience Design, McKinsey
When design becomes a top management priority, organizations thrive. In 2018, McKinsey Design launched, “The Business Value of Design.” This noteworthy research follows 300 companies, over 5 years and links their design actions to increased financial performance. Even more importantly, we have uncovered a “recipe” teams can follow to maximize their organization’s chances of making incredible products and services,that stand out from the competition. In this lunch & learn, you will learn ways to embed design in the C-suite, the significance of putting the customer front and center, and to truly understand how to emphasize continuous iteration while making design every employee’s responsibility. 


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Jeff Salazar

Design Partner
McKinsey

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Melissa Dalrymple

Associate Partner, Experience Design
McKinsey

EXPERIENCE TOUCHPOINTS

Immerse yourself.

Attendees have the opportunity to engage in lively and informative roundtable sessions, rotating through 3 unique 35-minute topics. Participants will get granular with various experience touchpoints making these small group collaborations ideal with the Experience Designer in mind.

Round 1: 1:20 PM – 1:55 PM | Round 2: 2:00 PM – 2:35 PM | Round 3: 2:40 PM – 3:15 PM

OPTIMIZATION

1:20 pm - 3:15 pm The Impact of Design Systems on UX
Lily Bather - Interaction Designer, 7-Eleven
+ The fundamentals about design systems
+ How design systems influence user experience
+ Discover best practices around building and implementing design systems in your organization
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Lily Bather

Interaction Designer
7-Eleven

NEXT GENERATION RETAIL

1:20 pm - 3:15 pm Digital Innovation Leveraging Augmented Reality, Bots & Machine Learning
Ryan Johnson - Sr. Manager, UX Design, The Home Depot
+ How digital products can integrate into a physical retail experience
+ How user experience delivers differentiated experiences through design sprints
+ Steps to integrate AR, bots & machine learning to enhance user experience quality
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Ryan Johnson

Sr. Manager, UX Design
The Home Depot

DESIGN FOR HEALTH

1:20 pm - 3:15 pm Save Us Time & Money
+ How to design business offerings and chronic condition services that meet consumer needs while remaining profitable 
+ How and why design can improve consumers' health & costs through trust, omni-channel services and conversational design
+ Optimize antiquated experiences that waste consumers' time 

FINDING THE GLUE

1:20 pm - 3:15 pm How to Frame Design for a Seamless Customer Journey
Jose Mateo - Design Thinking and Strategy Formulation Senior Internal Consultant, Verizon Wireless
+ How to utilize Design Thinking and the “Playing to Win” framework to glue organizational gaps
+ Connect seams between systems, processes, and organizations to delight customers
+ Pathfind your customer’s journey leveraging human-centered innovation
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Jose Mateo

Design Thinking and Strategy Formulation Senior Internal Consultant
Verizon Wireless

BORING DESIGN

1:20 pm - 3:15 pm Focus on the Ideal Experience
Laura Hahn - Head of Design, Priceline.com
+ Why we design the same things over and over
+ How to use design systems to help change product, design, and engineering practices 
+ How to shift focus to the ideal experience – getting exactly what you want when you want it
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Laura Hahn

Head of Design
Priceline.com

DATA FIRST

1:20 pm - 3:15 pm Develop Experience Strategy with Your Data in Mind
Margot Dear - Sr. Director of UX, Compliance Solutions, ADP
+ How to redesign your organizations method of capturing VOC to become more strategic in your product offering
+ Leverage tools that benefit your users and your design team on a daily basis
+ Personas: Not a “one-size fits all”. Build Behavioral Architype to fit your business’ needs
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Margot Dear

Sr. Director of UX, Compliance Solutions
ADP

3:05 pm - 3:50 pm Networking Break

3:50 pm - 4:20 pm Meaningful Design as a Catalyst for Holistic CX

Neil Shah - Head of Design, Verizon Fios
Neil is an advocate for making the world and how we interact with it more meaningful and valuable through design. When Neil first came to Verizon Fios, there was no UX team, processes were broken and there was no direction in terms of a solution. To bridge the gap, Neil focused on the user first to create an experience that was snappier and more enjoyable to his customers, curating all touchpoints to ensure a connected experience.

Listen as Neil shares:

+  How meaningful design can contribute to creating a more holistic customer experience
+  Steps to curate all touchpoints for a connected user experience
+  Why creating a world and how we interact with it more meaningful and valuable through design
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Neil Shah

Head of Design
Verizon Fios

4:20 pm - 4:50 pm CLOSING KEYNOTE Design Beyond the Product

Bianka McGovern - VP, User Experience, Goldman Sachs
Organizations are investing in streamlining and integrating services to create an efficient experience for their users. Why? Because they understand the strategic value of UX. However, when talking about user experience, we often focus very specifically on product features instead of taking a broader look at what the user is trying to achieve.
In this closing keynote, Bianka will explain:

+ How to look at user experience from a human stand point rather than focusing on product features alone
+ Why we need to focus on the user journey and user’s goals around product strategy
+ How to identify barriers that prevent designers from designing successful products and tools
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Bianka McGovern

VP, User Experience
Goldman Sachs

4:50 pm - 5:05 pm Host's Closing Remarks

Shawn Nason - CEO & Chief Ecosystem Disruptor, Nason Group
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Shawn Nason

CEO & Chief Ecosystem Disruptor
Nason Group

7:05 pm - 7:05 pm Day 2 Concludes

5:25 pm - 5:25 pm Networking Reception