Day 2: Tuesday, February 26, 2019
7:15 am - 8:00 am Registration & Breakfast
8:00 am - 8:15 am Host's Opening RemarksShawn Nason - CEO & Chief Ecosystem Disruptor, Nason Group
8:15 am - 8:30 am Ice Breaker ActivityMichael Harper - Chief of Radical Experiences, Nason Group
Michael HarperChief of Radical Experiences
8:30 am - 9:00 am OPENING KEYNOTE ADDRESS Welcome to the Experience EconomyCindy 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
Cindy ChastainSVP, Customer Experience & Design
9:15 am - 10:00 am The Experience RevolutionBrian Roderman - President, Chief Innovation Officer, IN2 Innovation
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.
Brian RodermanPresident, Chief Innovation Officer
9:45 am - 10:45 am Networking Break + Demo Drive
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
10:45 am - 12:20 pm Incubation InnovationMeghan 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 OrganizationJeff 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.
Jeff SalazarDesign Partner
Melissa DalrympleAssociate Partner, Experience Design
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
OPTIMIZATION1:20 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
Lily BatherInteraction Designer
NEXT GENERATION RETAIL1:20 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
Ryan JohnsonSr. Manager, UX Design
The Home Depot
DESIGN FOR HEALTH1:20 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 GLUE1:20 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
Jose MateoDesign Thinking and Strategy Formulation Senior Internal Consultant
BORING DESIGN1:20 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
Laura HahnHead of Design
DATA FIRST1:20 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
Margot DearSr. Director of UX, Compliance Solutions
3:05 pm - 3:50 pm Networking Break
3:50 pm - 4:20 pm Meaningful Design as a Catalyst for Holistic CXNeil 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
Neil ShahHead of Design
4:20 pm - 4:50 pm CLOSING KEYNOTE Design Beyond the ProductBianka 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
Bianka McGovernVP, User Experience