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October 15 - 17, 2019 | Chicago

October 17: Main Conference Day + Site Tours

7:30 am - 8:00 am Registration & Breakfast

8:30 am - 9:00 am Chairman Opening Remarks

8:45 am - 9:15 am Design-Led Change: Service Design, Innovation, and Storytelling

It’s an old-saw at this point that one of the big challenges in service design is making change stick. We’ve learned a few ways to manage this, and in this talk, will share storytelling and innovation approaches we successfully took with a major health insurer.
Shaun Gummere, SVP of Service Design & Experience Strategy at Cantina

Shaun Gummere

SVP of Service Design & Experience Strategy

9:15 am - 9:45 am The shifting lens of Health Insurance Business and the role of Digital in this transformation

While Health Insurance companies are moving from a customer centered risk mitigation model to a holistic model to general value across the eco-system, how might Digital design and delivery enable this 
Shilpa Rao, Sr. Design Strategist at Blue Cross Blue Shield

Shilpa Rao

Sr. Design Strategist
Blue Cross Blue Shield

Laura Paradis, Senior UX Researcher at Blue Cross Blue Shield

Laura Paradis

Senior UX Researcher
Blue Cross Blue Shield

9:45 am - 10:15 am Networking Break

Select three of the following sessions you are most interested in.
You will receive a schedule with all three sessions to attend during the hour and a half break-out, discussing in round table format, and taking away tools & resources to assist in your Service Design Implementation. Through rotating round tables of 10 peers each, you will be able to venture throughout the venue to gather resources, toolkits, and a bit of Service Design therapy from fellow designers and facilitators around your top challenges            

 Employee Empowerment
            Service Blue Printing & Other Tools
            Co Creation & Collaboration
            Infrastructure & Organizational Design
            Digital Service Transformation
            Customer Research & Insights

Brian Roderman, President, Chief Innovation Officer at IN2 INNOVATION

Brian Roderman

President, Chief Innovation Officer

Jessica Barnes, Service Design Lead at Walgreens

Jessica Barnes

Service Design Lead

Harsh Wardhan, Design Strategist at Ford

Harsh Wardhan

Design Strategist

Oliver Sykes, Senior Lead, Global Talent Strategy at Boeing

Oliver Sykes

Senior Lead, Global Talent Strategy

Mark Micheli, VP Experience & Innovation at Kelton

Mark Micheli

VP Experience & Innovation

Jeanne Gatto, Director Innovation Strategy at Baxter

Jeanne Gatto

Director Innovation Strategy

12:00 pm - 12:15 pm Raffle Drawing & Conclusion of Event

12:00 pm - 12:15 pm DEPART FOR SITE TOUR