Registration and Breakfast
Welcome by Mantaray
Frederic Gaillard & Taline Karanfilian (Ingenico) – Axance, France
“Rethinking innovation - How a new creative process can disrupt”
Because it is not intuitive for established companies to innovate like startups (frugal, lean, fast…).We will share a couple of innovations we worked on, combining our engineering skills with collaborative design methods in agile. You will also learn tips that should help you sell bold ideas to your management.
Simon Herd – Sutherland labs, UK
The Xploro app - How we approached humanising healthcare for kids
Healthcare can be a frightening and bewildering experience for children and this can impact treatment outcomes. The Xpolor app (https://xploro.health) uses augmented reality, gameplay and artificial intelligence to deliver health information and empower young patients. Simon Herd of Sutherland Labs will lead you through the approach taken to ensure it addressed real patient issues in an engaging way by involving patients, families and clinicians. He’ll address the practicalities of user centred design in the healthcare sector and some of the lessons we learned with the app along the way
Bob Schumacher – Bold Insight, US
UX means Business
UX is often seen as an add-on, a nice to have. But increasingly, the mindset is that UX is core to success of an enterprise. Organizations that invest in UX understand that UX is brand. As a result they see an increase in enterprise value, and a decrease in cost. But this doesn’t happen by magic, user experience has to be baked into the culture, and not simply added on.
Szeran Millo – Symetria, Poland
How UX breaks down the silo mentality in organisations
We are now in the process of shifting from the “Experience Economy” to the “Transformation Economy” where consumers are seeking more than mere experience. It is very important that organisations realise their customers crave something authentic and meaningful to which they can connect to on the most personal level and, in doing so, undergo an actual sense of transformation. But at the same time, many organisations are unable to provide an environment where employees can deeply understand consumers and move together in the same direction.
The everlasting issue of the silo mentality can be overcome or at least deeply reduced by:
- Applying UX tools in the creation process,
- Involving consumers and stakeholders from the very beginning,
- Communicating the purpose of the organisation, so that their employees can proudly answer the question ‘Why do I work here?’.
Gavin Lew - Bold Insight, US
Successful digital transformation with AI needs UX
Everyone is integrating AI into their product streams. Today, AI has come so far that let us assume the AI code is good—the problem statement now becomes: How can AI-infused products succeed?
The time is now for the industries to go beyond the code to applying a user experience (UX) framework based on context, interaction and trust that optimizes use, acceptance and user integration of AI-driven endeavors. The message is that if we do not focus integrate UX, we are doing a disservice to the investment into digital transformation. The challenge is that AI needs to focus less on being artificial, but more on how we make it work with humans to solve real problems.
Daniel Torres Burriel - Torresburriel Estudio, Spain
Reshaping trust for financial services: From bank counters to open spaces
Banking business should be adapted to the new client requirements and platform features as well. User experience and service design should help to reach those goals to fit user needs into the new customer environment.
Jon Weeks – Mitsue Links, Japan
Digital Ethics in Product Design: aligning business and user interests
Looking back at the pace of innovation over the past couple of decades, we’ve often seen technology take center stage while questions regarding its implications have come second or not at all. Increasing government regulation alongside rising consumer awareness and concern is now causing digital ethics to become a prominent topic among businesses. Companies must now re-evaluate their thinking and reposition ethics as a proactive strategy rather than an afterthought. In this talk, I will discuss some of the ethical issues that arise in digital product design, key principles that users value, as well as how UX practices can help solve these issues through strategic processes.
Tracy Hayes – Ipsos, US
The evolving role of UX in building brands customers love
The changing face of business and information has put ownership of your brand in your customers’ hands, and UX Research and Design have a changing role at the centre of product and marketing. We will discuss the evolution of Research and Design from tactical to strategic UX, emotional experience in business strategy, and flexible strategies for incorporating customer voice to ensure optimal, positive brand experience.
Stefano Zanini & Marzia Battaglia – Assist, Italy
“How may I help you?": How to generate business value starting from customer care interactions, using a user centered and data driven approach.
Customer Care in the age of Digital Transformation is undergoing a revolution: multiple touchpoints should work flawlessly together, failing in a single one of them can jeopardise the Customer Experience perception of the entire ecosystem. On the other hand, there is a constant pressure to reduce cost of operations, in the face of increasing volumes. The complexity of the problems Customer service agents have to deal with is also increasing. One possible solution is automation: AI is doing to voice channels what search engines did to the web, allowing to quickly identify requests and address them at superhuman speeds… or is it too early? AI technology alone might not be up to the task yet. Our experience shows that it is hard to balance the implementation effort required and its effectiveness, to maximise the ROI of the solution. In this talk Stefano Zanini and Marzia Battaglia (from AssistDigital, a leading European customer service design company), will describe a progressive user-centred and data driven approach, to help companies to tailor their AI solutions, for a truly effective business service.
Alfonso Romay - Torresburriel Estudio, Spain
Employee Experience: How UX helps to rebuild relationships and humanise companies
A highly engaged workforce is critical to business success. High levels of employee engagement correlate to critical positive business outcomes and differentiation. Creating and sustaining better employee experiences is a key leadership responsibility, thinking about how we can humanise our companies and make them places where people can do their best work.
Helga Stegmann – Mantaray, South Africa
Can Africa solve the world’s challenges?
Designing for good is even more critical today than it has ever been can we leapfrog over infrastructure shortages and digitize the continent? I will travel across the continent, revealing some country insights and delving into the markets’ nuances. Revealing good design which is making an impact in people’s lives, this is a good news story; in solving Africa’s problems could we be solving some of the world’s biggest concerns, in an abundant and interesting way, let’s see…