From Vision to Transformation:How Service Design Disrupts Business
October 26-28, 2020 | 12PM ET / 9AM PT
Main Conference Day 1: Monday, October 26th
11:55 am - 12:00 pm
EST
Opening
12:00 pm - 12:30 pm
EST
Lessons in Evolving Online Experience and People Leadership during COVID-19
Benson Chan -
Principal Design Director, Microsoft Store,
Microsoft
COVID-19 disrupted nearly every industry in some way, retail in particular. It forced businesses to rethink how they both design and deliver meaningful experiences in a now radically new environment. In this session, Microsoft Store’s Benson Chan shares their story of digital experience transformation, lessons learned in launching new service experiences, and how to lead the resulting organizational transformation in unprecedented times.
12:30 pm - 1:00 pm
EST
Keynote
Emilia Åström -
Learning Experience Lead,
MURAL
1:00 pm - 1:30 pm
EST
Product in 2021: Building for the Next Normal
Adam Fry-Pierce -
Director, Customer Experience Programs,
InVision
Andrew La Monica - Vice President of Design Leadership, Northerwestern Mutual
Linda Quarles - Director, Organizational Strategy, Practice Lead, Frog
Erica Weiss Tjader - Vice President of Product Design, Survey Monkey
What’s the state of Product Design today? And how will it continue to change into 2021? From accelerating digital transformation to taking action on customer feedback, product design leaders must adapt to succeed.
Sponsored by: Usabilla
1:30 pm - 2:00 pm
EST
Facilitated Coffee Chat Discussions
- Animal Lovers: hosted by Ceros
- Active Lifestyles: hosted by MOFI
- Quarantine Cooks: hosted by Usabilla
- World Travelers: hosted by MURAL
- Video Gamers: hosted by InVision
2:30 pm - 3:00 pm Tips and Tricks for Collaboration with the Front-Line of Corporate Research
Jonathan Grove - Director of Product Design: P&C UX & Human-Centered Practices, Nationwide InsuranceResearch is an academic, specialized discipline that largely operated in the shadows. Over the last few years there has been an explosion of interest in the discipline, which means that many researchers now need to educate, inform and influence non-specialists. Jonathan will talk about some of the challenges, the approaches that his team have tried (with success or not!) and provide some foundational tools that can help business folks and design researchers collaborate more effectively.
Jonathan Grove
Director of Product Design: P&C UX & Human-Centered PracticesNationwide Insurance
2:30 pm - 3:00 pm The Power of Creativity in Virtual Collaboration
- Gain a better understanding of brainstorm ideology and creative strategy
- Transitioning from in-person to digital brainstorming with your team
- How to utilize interdepartmental collaboration to find solution-based designs
Sponsored by: Ceros
2:30 pm - 3:00 pm Transforming Teams by Exercising Design Thinking Muscles
Jessica DeMartini - Customer Experience Strategy Consultant, Wells FargoAll team members are capable of Design Thinking, but many business environments have taught us to fear failure and embrace perfection. There are several exercises that teams can integrate and build on over time to flex their Design Thinking muscles. Hear about some of those exercises and how I have witnessed teams evolve to treat problems like golden eggs rather than points of failure.
3:00 pm - 3:30 pm
EST
Refining a Service Design Metric Framework
Giovanni Fortezza -
Executive Director, Head of Service Design CIB North America,
J.P. Morgan
While your organization at large may understand that service designers often utilize blueprinting as a tool, few truly recognize what those blueprints can and should accomplish. Attaching and tracking meaningful, human-centered metrics to each step of the journey can help to frame those benefits of service design relative to both the organization’s business goals and to the customer’s experience.
3:30 pm - 4:00 pm
EST
When Priorities Change: How to Deliver a New Service Experience in a Post-COVID World
Michael Allenberg -
Lead Service Designer & Design Thinking Coach,
Cox Communications
Pre-COVID, Cox Communications was designing a technical support tool for junior field technicians. Post-COVID, this service experience was pivoted to a customer-facing technical support tool. Moreover, the team charged with design and delivery of this service experience post-COVID was suddenly remote. Hear from Michael Allenberg, Cox Communications Lead Service Designer, as he details the evolution of this service experience alongside the team’s design process to produce said experience.
