Pre-Conference Sessions

Registration

Registration

8:00 AM - 9:00 AM Registration & Coffee: Workshop A and Boot Camp

Workshops and Boot Camp

Workshops

9:00 AM - 11:30 AM Workshop A: Building on Human-Centered Design: Evolving the Discipline of Design Research

David Weissburg, Director, Design Strategy, Fidelity Labs Mark Rogers, Design Strategist, Fidelity Labs
Human-Centered design has emerged as the industry standard for design research. But might human-centered research, by its nature of putting “the user” in the middle, be in danger of serving only part of those in need of support?

In this workshop, David Weissburg introduces the budding concept of Relationship-Centered Design. Through interactive exercises comparing various depths of design research (customers, users, humans, relationships), observe the differing research outcomes achieved dependent on the methods used. Walk away with a new, relationship-centered mindset for navigating the fuzzy front end of innovation. Be part of evolving Human-Centered Design toward better outcomes.

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David Weissburg

Director, Design Strategy
Fidelity Labs
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Mark Rogers

Design Strategist
Fidelity Labs

Workshops

11:30 AM - 12:00 PM Registration: Workshop B

Workshops

12:00 PM - 2:30 PM Workshop B: Customer Journey Mapping

Amelia Sizemore, Customer Experience Leader, Kerry Bodine & Co.
(Working lunch)
Whether you’re just getting started or looking for a methodology refresh, this workshop will give you the language and tools to map your customer journey. We’ll discuss the core elements of effective journey maps within the context of real examples, then you’ll practice journey mapping during a hands-on exercise. Attendees will learn why journey mapping is an essential methodology for today’s organizations to master—and receive Kerry Bodine & Co.’s PowerPoint journey mapping template.

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Amelia Sizemore

Customer Experience Leader
Kerry Bodine & Co.

Workshops

2:30 PM - 3:00 PM Registration: Workshop C

Workshops

3:00 PM - 5:30 PM Workshop C: Bodystorming in Action: How to Design with Heightened Empathy

Amanda Chavez, Vice President, Learning & Development, Cognosante
Bodystorming is a powerful, hands-on method for human-centered design, empowering designers by physically placing them in the environment in which their design will change. Used effectively, bodystorming has the potential to take your design research to the next level by providing deeper insight and understanding into the audience of your design.

This workshop takes a case study approach to bodystorming. Walk away having experienced immersion in the method, complete with best practices for applying the method in your own design organization.

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Amanda Chavez

Vice President, Learning & Development
Cognosante
This introduction to service design will give you practical tools and solid understanding of core concepts to help you start applying service design to your organization. This is an all-day crash course, starting at the most basic level, and boiling down the often esoteric and abstract concepts of service design into tangible skills. At the end of this boot camp, you’ll feel confident in your understanding of service design and armed with a new toolkit to take action in your organization.

This session is ideal for both the ultimate beginner as well as those who’ve had some exposure to service design but need a better understanding of practical tools and skills.

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Erik Flowers

Co-Founder
Practical Service Design
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Megan Erin Miller

Co-Founder
Practical Service Design

Boot Camp

12:30 PM - 1:30 PM Boot Camp Working Lunch

Boot Camp

1:30 PM - 5:30 PM Practical Service Design Boot Camp (cont'd)

Conclusion

Conclusion

5:30 PM - 5:30 PM Pre-Conference Sessions Conclude