: The (Very Near) Future of Human Experience Design

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About the speaker

Description

At ING the PACE methodology is how we innovate. PACE consists of elements of Design Thinking, Lean Startup, and Agile. My goal is to make innovation business as usual by making innovation tangible and actionable. For the past 2 years, I have been driving innovation and transformation in APAC in ING. My challenges include getting people on the innovation journey and introducing a different mindset. This means that UX is key for me: the innovation journey must be meaningful and relevant for colleagues and clients.

In my talk, I tackle the following questions:

• What is ING's PACE methodology about and how does UX play a role?
• How is the experience different across the innovation spectrum: from disruptive corporate ventures to core innovation improvement projects
• Why is UX key for adopting the innovation way of working?

About the speaker

Coming from a truly entrepreneurial family, Suzanne joined her family’s business in the manufacturing industry to head operations and product improvement while still in school. Her Master’s degree in Systems Engineering from Delft University of Technology centred around complex problem solving and theory came to life on the job. She learned here companies are made of more than technology and processes, they’re about people too. During the acquisition of the company in 2014 Suzanne had a leading role, which inspired her to broaden her legal knowledge and obtain a law degree while simultaneously working at a law firm.

With this multidisciplinary skillset and desire to make true impact, Suzanne joined ING Bank in 2016. Since then she has been part of different client facing teams such as Structured Finance Utilities, Power & Renewables, Corporate Investments and Trade & Commodity Finance. During an overseas assignment in Trade and Commodity Finance, she was offered the opportunity to create a brand new business unit focused on establishing partnerships and building new technology driven companies that go beyond traditional banking products: ING Labs.

With the ING Labs setup and program maturing in Singapore, she took on an additional challenge mid-2019 and now driving the innovation transformation in APAC. Her goal is to make innovation business as usual in the Wholesale Banking organization.

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From the systematic study over the decades, the smart home’s main functionalities have evolved from home automation, to remote monitoring and controlling, then to context awareness. All the smart home products have a mainstream type in certain period. However have these main stream functionalities covered all the needs of the users?

Through 3 rounds of research conducted across 3 different markets (China, EU and Bay Area in US) during 2 years span, Veronika and her colleagues at frog have found some new surprising uses and work-arounds that users invented, which have definitely inspired them in surfacing the hidden and essential needs in smart home.

Fancy to know what kind of uses and work-arounds have users created? 

In this talk, through some research finding anecdotes, Veronika will lay out 3 key lenses that were used to uncover the hidden needs and JBTDs in the smart home space, and talk about how to transfer these hidden needs into some new smart home product and service design opportunities.

About the speaker

Veronika is a senior strategist at frog Milan studio. Her passion for cross-culture research, health trends and entrepreneurship has aspired her 10 years of experience designing the innovative user experience and bringing them to market for Fortune 500 and start-ups clients.

With her hybrid background, Veronika has built the sensibility for companies and the radical empathy for users, which helps bridging the business strategy with human- centered experience design. Prior to frog, Veronika has spent four years in management consulting, based in Shanghai, where she helped clients crafting digital strategy and growth strategy. She holds a M.A. in Design strategy from Politecnico di Milano and a M.Sc. in Management from Fudan University.

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Go under the bonnet of Snelweg Sprookjes aka ‘Road Tales’, the Volkswagen campaign that won six Cannes Lions and 2 Grand Prixs at Eurobest. Discover the story behind the campaign that scanned an entire Dutch highway system in order to ‘bring imagination back to the backseat’ with a location-based audio book. To guide children away from their devices during car journeys, Achtung! & Isobar turned physical lakes, tunnels, forests and windmills into triggers for modular stories as the listener travelled through the landscape. Isobar’s Chief Design Officer, Daniel Sytsma will share how Volkswagen harnessed technology and data to stimulate the imagination of kids, but also the bumps along the way to creating a fun and interactive experience for the whole family.

About the speaker

Daniel Sytsma is a creative director with a love for everything design and innovation. Since 2008 part of the Achtung! family, working with 80 talented creatives and designers to create campaigns, brand identities & digital experiences.

 

In 2014 he started digital product design and innovation agency Studio Kraftwerk alongside Achtung! In 2017 both agencies joined Isobar, a global digital creative agency with 54 offices, where he joined as EMEA’s Chief Design Officer.

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Creating the right experience, at the right moment is a matter of context and timing. Being in the right at the right time to make a sale, or build a customer relationship is not a matter of luck, but of carefully planning the experience: choreographing touchpoints correctly. PJH juxtaposes two case studies of projects that perfectly fuse digital and physical touchpoints into successful experiences: the first of a leading department store and the second of a library. In both cases understanding and responding to the users context was the magic ingredient between designing another interface and truly designing an experience.

About the speaker

Paul is an award-winning product and service designer with over 20 years experience. He established his multi-disciplinary design studio, Modern Human, to create products, services and experiences that enrich the human experience by empowering and liberating everyone who uses them.

His diverse portfolio of design projects includes dashboards for autonomous vehicles, smart home appliances, intelligent environments, digitally integrated retail store concepts, libraries, offices for Silicon Valley Tech firms and call centres.

He has previously built design practices within a number of organisations. He is the former Head of Innovation at Cambridge University and has led design at a number of design firms.

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When you travel from Paris Gare du Nord station to Brussels Midi Station you are sharing your journey experience with hundreds of other users; however, when you perceive your travel from your exact position in Paris up to the hotel door next to la Grand Place, your journey becomes genuinely unique. There is certainly no other passenger doing the same journey as you do, your story is special. On this latter scenario, we do have the opportunity, as designers, to conceive highly personalized customer journeys, mixing digital and physical assets, long and short distance transportation systems and multiple ancillary services. In this presentation, we will present some of the concepts and innovative services that help our customers to find the best exclusive intermodal transportation option to go from point A to point B.

About the speaker

David Ruiz is Director of Customer Experience and Design at e.Voyageurs SNCF tasked for leading the conception of meaningful customer experiences and designing innovative services for e-commerce and mobility. SNCF is a world leader in public transportation and, since 2018, its subsidiary e.Voyageurs SNCF houses the full range of its customer-oriented digital capabilities: OUI.sncf the French leading e-commerce player, the SNCF Assistant as a Mobility As A Service proposal and Rail Europe which is a worldwide distributor of European rail products. In 2018 e.Voyageurs sold 110 million train tickets. Prior to SNCF, David was CX and Design Director at Orange Bank, a neobank successfully launched by the giant telco operator Orange.

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In theory, decision making is relatively straightforward. In practice, there are a lot of ways that decisions go wrong. What if we could use the abundance of data to make faster and smarter decisions in an ethical manner? This is the question our team tried to answer while designing and building an immersive experience for CEO's using artificial intelligence combined with data visualization and voice.

This presentation will focus on how we balanced augmentation and automation to empower key decision makers, as well as their entire organization, to make better decisions for their business, employees and customers.

About the speaker

Hervé Mischler is an Experience Designer and Strategist for Salesforce in France. After an education in industrial design, he started on the web in 1999. As a proponent of standards-based design, he takes a code-based approach to user experience problems. In 2007 he started as a web designer at Dailymotion before becoming the Creative Director in 2009. He started designing for the Enterprise at SAP were he set the design foundations of their first HTML5 Responsive Application Framework.

As Innovation Director for Salesforce Futures Lab, Hervé is exploring the design of relationships with Artificial Intelligence in the context of an ethical and humane use of technology.

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Ssssshhhh. Mental Health. Say it quietly. We all have mental health and it continually fluctuates. The great digital transformation supertanker seemed to have sailed past healthcare causing a real disconnect from our needs to a range of available services. Over the course of a year, Jonathan lead a consortium incorporating MIND and the NHS in Bradford to discover what was needed. If you’re interested in the next great age – the age of responsibility, and wanted to know how designers actually create the strategy for a Machine Learning Engine, come get stuck in the weeds of doing, not talking.

About the speaker

Jonathan combines over 25 years experience of digital design, brand strategy with user experience. He has been lead within a number of high profile agencies and consultancies including Tribal DDB, Accenture Digital and DigitasLBI for a range of high profile clients many of which have been on their own digital transformation journey.

He is active in Retail, Health, Automotive and Fintech.

Jonathan has a 1st BA(Hons) Interactive Systems Design from Staffordshire University and holds awards from Creative Review to D&AD for his work. He is the author of The Oxytocin Organisation: A Playbook for Creating Participatory Experiences.

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Have you ever tried to speak with a young kid over a video call? You miss them so much, but they can't stay still... Story Time helps parents or relatives that are remote to be able to connect with them beyond the 10s of attention span they have.

In this innovative way to use AR and camera technology,  we provide an alibi for people to change the call dynamics and keep the engagement. Participants become hybrid beings, creatures that are half-human, half-virtual. As the main character of a story, they can express themselves and create bonding experiences with the little ones.

About the speaker

At Facebook's AR/VR group, Belmer leads a team of world-class designers, art directors, prototypers and artists, collaborating closely with product managers, engineers, and technical artists. His team strives to find ways we can leverage Portal — a video-calling smart device — to build innovative immersive and shared experiences that encourage social interaction and bring people closer together.

Experienced in innovation (IDEO), in creative advertising (Ogilvy and DDB), in fast-paced development (startup), and in multibillion-dollar ecosystems (Facebook & eBay), he has built a holistic understanding of product design and strategy. His work has received honors from Webby Awards, Cannes Lions International Festival of Creativity, The One Show, and Danish INDEX. He holds seven patents, and his creations have appeared in the Italian Fabrica "Mail Me" project, the German book Dos Logos and in the Japanese magazine Web Designing.

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About the speaker

Bermon has spent the past 20 years focused on product strategy, design, and web development. He currently works with EY Digital where he leads innovation and strategy for EY’s wavespace™ in Charlotte, NC.  The wavespace is a physical innovation space equipped with accelerator programs, co-creation activities, and facilitated design thinking sessions to help teams get in the mindset of approaching challenging problems differently, reinforcing the value of diverse thinking, and creating solutions through rapid prototyping. Before joining EY, Bermon led various cross-discipline teams that crafted holistic product experiences from strategy to implementation.

He frequently speaks at conferences and facilitates workshops around the world. In his local community, Bermon organizes numerous free community events, hosts a quarterly mini- conference called FusionConf, and leads the Charlotte IxDA chapter. In his free time, he enjoys drinking a tasty frosted mug of root beer while maniacally twisting his mustache.

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Your customers want to talk to YOU through Alexa! But what does that sound like? My talk will use case studies to illustrate the ways that industry practitioners are identifying a strong use case for voice, defining functional requirements, conducting UX research, implementing and iterating upon the design, and measuring the success of a voice experience after launch.

About the speaker

Brielle Nickoloff is a Product Manager at Botmock, a voice and chat prototyping tool that makes it easy for teams to design exceptional conversational experiences. As a leadership member of Women in Voice, a guest lecturer at the University of Maryland and Georgetown University, and a speaker at international events, I strive to advocate for better awareness of emerging career paths like Conversation UX design within the broader field of design.

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Digital assistants are becoming at the forefront of everything in users’ life. They exist everywhere, right from residing in your living room to your cars. This space is becoming very crowded as every company is trying to build its variants of the digital assistant. There are many out there but very few are out there which is able to make that emotional connections with the user. Through my talk I will discuss how to develop an emotionally engaged digital assistant users can connect with without getting into the uncanny valley.

Everyone is trying to fight the digital assistant battle, but not many understand that a digital assistant is not just one which does things for you, but it is something that connects with you.

About the speaker

Shyamala Prayaga is a UX evangelist turned product owner with experience designing for mobile, web, desktop, and voice-based interfaces. As a part of AV Digital Experience Platform team at Ford, Shyamala uses these combined skills to direct product strategy from concept to launch for the AV Digital Assistant.

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Human-centered approaches to machine learning (ML) and artificial intelligence (AI) have recently emerged as philosophical alternatives to purely tech-centered ML and AI development. They are driven by a growing realization that if we want products and experiences enabled by AI to be useful, usable, sustainable, and resilient, we need to consider our responsibilities to people and human welfare at every step. But how do we start practicing human-centered ML and AI in approachable and hands-on ways? How do we move from principles and guidance to changes in our daily craft? And how do we ensure those changes result in better lived experiences for people? This talk will focus on practical, participatory ways to educate UXers about ML and AI as design mediums and how to start influencing AI-product development before any code is written.

About the speaker

Jess Holbrook is a founder and lead of Google’s People + AI Research group (PAIR) who focus on making AI partnerships productive, enjoyable, and fair. He and his team conduct human-AI interaction research, create open-source tools and platforms to build AI responsibly, and widen the circle of who can participate in the development and application of AI through publications and events. Prior to joining Google, he was a UX Researcher at Amazon and Microsoft. He received his Ph.D in Psychology from the University of Oregon and a B.S. in Psychology from the University of Washington.

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In 2019, yU+co, a Hollywood-based innovation studio, partnered with Los Angeles’ The Music Center to re-envision the digital community experience as part of the Plaza’s $41 million renovation. Central to the Plaza’s renewal were two large LED screens conceived as a means to connect with the public in ways meaningful and authentic. Combining audio and sensor reactive content with machine learning and 3D scanning yU+co was able to create a large scale digital display that reflects the Plaza in a series of striking graphic visualizations running continuously from morning until midnight. Robert Checchi will present the design process behind the conceptualization, production and implementation of the Music Center project highlighting how the project is changing the Music Center’s approach to programming in a post-Covid-19 world.

About the speaker

Robert Checchi is the Director of Museum and Special Projects at yU+co, a Hollywood-based innovation studio. At yU+co Robert specializes in digital experiential design, specifically augmented reality, visualizations utilizing machine learning, large scale projection mapping and 3D creative programming for entertainment and education. Before joining yU+co Robert was an award winning Senior Designer at the J. Paul Getty Museum. As Senior Designer Robert oversaw both temporary and permanent collection exhibition development, design, fabrication and installation including all aspects of exhibition and environmental graphics, spatial design, display furniture and promotional branding for both print and web. From 1993 to 2000 Robert was the lead exhibition designer and chair of the Signage Department at the Statue of Liberty and Ellis Island Immigration Museum in New York.

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About the speaker