Day 2: Tuesday, February 26, 2019
6:00 am - 7:00 am Sunrise Yoga (RSVP Required)Jose Mateo - Design Thinking and Strategy Formulation Senior Internal Consultant, Verizon Wireless
A traditional - balanced and gentle, beginners Yoga class; with a steady flow and relaxation between postures, and guided instruction throughout.
Jose MateoDesign Thinking and Strategy Formulation Senior Internal Consultant
7:15 am - 8:00 am Check-In, Breakfast, Expo Hall Opens
8:00 am - 8:30 am Host's Opening Remarks & Disruptor's PledgeShawn Nason - CEO & Chief Ecosystem Disruptor, Nason Group
8:30 am - 8:45 am Ice Breaker ActivityMichael Harper - Chief of Radical Experiences, Nason Group
Michael HarperChief of Radical Experiences
8:45 am - 9:15 am OPENING KEYNOTE ADDRESS Design-led Cultural ChangeCindy Chastain - SVP, Customer Experience & Design, Mastercard
We live in the experience economy, where a customer’s perception of value is no longer about cost, it’s about the perceived value and quality of one’s interactions with a product, service or brand. Is it solving a real need in my life? Is it easy to get value from the service? Do I feel good about the experience? Every aspect of experience plays deeply into the decisions people make about whether to buy a product or stick with a brand. In this world, experience design has become a competitive differentiator, but many companies continue to struggle with how to grow and fully leverage design within their cultures.
+ What’s the role of experience design in business?
+ What’s the greatest impediment to realizing its value?
+ What are some keys to success?
Cindy ChastainSVP, Customer Experience & Design
9:15 am - 10:00 am KEYNOTE 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
10:00 am - 10:45 am Networking Break + Design 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
Best practices around forming incubation teams to innovate the future
Meghan BorsicHead of UX Research and Design - Consumer Electronics
10:45 am - 12:20 pm Gamification in DesignNic Holt PhD - Director of Innovation in Teaching and Technology, University of Georgia
Address the technical and non-technical immersion using gamification and other techniques
Nic Holt PhDDirector of Innovation in Teaching and Technology
University of Georgia
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.
12:25 pm - 1:15 pm Lunch & Learn | Why the Value of Design Matters to Your OrganizationJeff Salazar - Design Partner, McKinsey Design
Melissa Dalrymple - Design Partner, McKinsey Design
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 DalrympleDesign Partner
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
PARTICIPATORY DESIGN1:20 pm - 3:15 pm Participatory Design: What is it and how does it work? Jen Briselli - VP, Experience Strategy & Service Design, Mad*Pow
+ Create design strategies that brings customers into the heart of the design process
+ Understand how to solve a challenge users face directly to discover new insights about their experiences
+ Designing with consumers, employees, service providers, or other audience to find the outcomes that are more innovative and customer-centered
Jen BriselliVP, Experience Strategy & Service Design
FINDING THE GLUE1:20 pm - 3:15 pm How Design Thinking and the “Playing to Win” Strategy Framework Inform, and Amplify Each Other Jose Mateo - Design Thinking and Strategy Formulation Senior Internal Consultant, Verizon Wireless
+ How and where to sprinkle Design Thinking tools into your Strategy Formulation Process
+ Leveraging Strategy to Focus your Customer Journey Improvement road map
+ Connecting seams between systems, processes, and organizations to delight customers
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
+ Discuss "design waste"—teams doing redundant or duplicative work
+ Learn how to use design systems to help change product, design, and engineering practices
+ How to shift focus to the ideal experience – getting customers exactly what they want when they 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
3:15 pm - 3:45 pm Networking Break
3:50 pm - 4:20 pm CX KEYNOTE Meaningful Design as a Catalyst for Holistic CXNeil Shah - Former Head of Design, Verizon
Neil is an advocate for making the world and how we interact with it more meaningful and valuable through design. Neil has worked in organizations without a UX team, where processes were broken and no directions 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. And, to take it a step further, Neil is also focusing on the future of design and how it will influence your customers.
Listen as Neil shares:
+ How meaningful design can contribute to creating a more holistic customer experience
+ Why creating a world and how we interact with it more meaningful and valuable through design
+ How design and design process will evolve in an AI first world and how that effects your customers experience
Neil ShahFormer Head 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