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October 15-18, 2018 | Boston, MA

Main Conference Day 2

8:30 am - 9:00 am Registration & Breakfast

9:00 am - 9:15 am Chairman Opening Remarks

Service design has increasingly been involved in the integration of physical and digital service offerings. User experience design increasingly involves the design of digital services through a more holistic view of the customer journey. Leveraging the overlap between the two design practices can help organizations achieve audacious goals.This session will dive into the journey that GreenPath Financial Wellness has taken to integrated principles of human centered design into their service delivery work.
In this moderated discussion we will learn how they:
•Leveraged the two design practices to map their customer journey
•Trained staff to implement design practices within the organization
•Developed structures and processes within GreenPath to focus on Service Design


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Donna McNeill

Chief Operations Officer
GreenPath Financial Wellness

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Nicole Bladzik

Director of Innovation
GreenPath Financial Wellness

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Phil Charron

Executive Vice President
ThinkCompany

9:45 am - 10:15 am CASE STUDY: The Surprising Gains of Human Centered Design

Bryan Taylor - Founder/Creative Director, Drawn
Every human centered design solution is just the beginning of a series of solutions — solutions that should be flexible, adaptable, ready for surprise, and for an evolution that can only come with time spent in the real world. Creating human-centered solutions that have room for maturation after launch allows space for the most meaningful and surprising results.  Drawn Agency will share its experience working with brands beyond their initial scope by following the HCD opportunities that organically present themselves.
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Bryan Taylor

Founder/Creative Director
Drawn

10:15 am - 10:45 am KEYNOTE: Sometimes more IS more: Effectively using quantitative data in your experience design process.

Mike McFadden - Executive Vice President, Digital Transformation and Partnerships, Ogilvy
Amanda Gagliardi - Vice President of Design, Ogilvy
When tackling enterprise level design challenges, knowing where to focus and getting stakeholder buy-in can be challenging. In this presentation, we’ll show examples of how marrying qualitative and quantitative data to enhance user journeys, identify experience problems and prioritize improvements can create more clarity and alignment within your team.

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Mike McFadden

Executive Vice President, Digital Transformation and Partnerships
Ogilvy

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Amanda Gagliardi

Vice President of Design
Ogilvy

10:45 am - 11:15 am Networking Break


These roundtables generate a best practices dialogue around the challenging benchmarks of service design organizational adoption.

Pick One:
10:45am-
11:45am

New to Service Design: 
Fostering Small Wins to Gain Momentum
Service Design Veteran:
Developing Stakeholders Organization-Wide
Service Design Leader:
Service Design as Your Way of Working
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Harlan Kennedy

Founder, Director of Strategy
Orange

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Peter Antonelli

Design Director
Orange

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Phil Charron

Executive Vice President
ThinkCompany

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Amanda Chavez

Vice President of Design
Cognosante

These sessions focus on the key skills, tools and techniques required to build service design capabilities throughout your organization. 

Pick One:
12:15pm – 1:15pm

Focus on UX:
Designing Services for the Digital Experience
Evolving by Project: 
Building Customer Co-creativity: Brick-by-brick Lessons from the LEGO Ideas Product innovation Community
Exploring Other Methods: 
How to Run Effective Design Sprints for Distributed Teams
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JC Grubbs

Founder & CEO
Devmynd

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David Gardner

Head of Marketing
Chaordix

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Barbra Gago

Chief Marketing Officer
RealtimeBoard

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Chris Bernard

Head of Customer & User Experience
CDK Global

1:15 pm - 2:30 pm Lunch

2:30 pm - 3:15 pm A Different Approach to Problems

Kate Hanisian - Co-founder, Executive Director, Design Impact
"If I had an hour to solve a problem I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.” - Albert Einstein

When we're faced with a challenge, we often jump straight to solutions. The ability to re-frame a problem, or to see it from a different perspective from our own, is a powerful way to see new connections and possibilities. In this session, learn how to re-frame problems and flip them into opportunities for innovation and action.
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Kate Hanisian

Co-founder, Executive Director
Design Impact

3:15 pm - 3:45 pm Networking Break

3:45 pm - 4:30 pm Service Resiliency: How to Handle the Unexpected

Markus Grupp - Senior Director, Product and Service Design, Kira Systems
Service design staples like journeys, blueprints and principles are imperative for creating a shared vision and a common direction. But you have to face the real world when you finally deliver a new service. What looked great in a blueprint might not work so well when tested.To often our tools are linear, only showing the typical path, and lose power in the homestretch of implementation:
o    How to make our prototypes more robust with details, annotations, patterns, and branches, and with key insights from systemic resiliency and adaptive enterprise research
o    How to use service resiliency to evaluate how robust a service is, and how it can improve to handle the unexpected, the weird, and the everyday surprises of real world service delivery
o Tools for bulletproofing service designs so that they are more resilient
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Markus Grupp

Senior Director, Product and Service Design
Kira Systems

As we wrap up the conference, let’s discuss some of the key lingering questions from throughout the conference. In this session, we will pose the audience’s leading questions to top speakers.
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Patrick Bach

Practice Lead, Human-Centred Design
TD

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Dennis Wakabayashi

VP Digital Marketing, Commerce Integration
The Integer Group

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Elizabeth Trudeau

Founder and Head of Strategic Design
WellsFargo

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Markus Grupp

Senior Director, Product and Service Design
Kira Systems

5:00 pm - 5:05 pm Conclusion of Conference