April 16 - 18, 2019
JW Marriott Austin, Austin, FL

Agenda Day 1

9:00 am - 4:00 pm Design Thinking University A full day, immersive experience living the Design Thinking mindset

A full day, immersive experience living the Design Thinking mindset
Luke Hydrick - Designer, Continuum
Jon Campbell - Head of Experience & Service Design, Continuum
This introduction to Design Thinking provides a crash course on the design thinking mindset, from the fundamentals of human-centered design to design thinking mindset in practice. Beyond just the step-by-step methodology, take this opportunity to live human-centered design with the opportunity to address real case challenges and conduct primary research through interaction with Austin’s lively downtown scene.

At the conclusion of Design Thinking University, you’ll feel confident in your ability to teach and lead design thinking principles throughout your organization. Walk away with an actionable toolkit to improve design methodologies both at the project and functional levels.

Should I attend? This session is ideal for those who are new to design thinking methods, need a deeper understanding of the design thinking process or who require a refresher on how to effectively facilitate the design thinking process
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Luke Hydrick

Designer
Continuum

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Jon Campbell

Head of Experience & Service Design
Continuum

9:00 am - 11:00 am Workshop A:Helping Cross-Functional Teams Adopt Design Thinking Principles in their Everyday Work Learn about the importance of having all employees understanding and applying design thinking.


Learn about the importance of having all employees understanding and applying design thinking.
Slavko Eror - Principle Experience Designer, Intuit
Learn about the importance of having all your employees understand and apply the basic Design Thinking principles in their everyday work. As part of Innovation Catalyst group, Slavko dedicates his time coaching, facilitating and teaching cross-functional teams on Intuit’s Design for Delight (D4D) methodology, focusing on:
– Developing deep customer empathy
– Identifying real-world customer problems
– Developing and testing Leap of Faith Assumptions
– Running rapid experimentation with customers

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Slavko Eror

Principle Experience Designer
Intuit

11:30 am - 2:00 pm Working Lunch + Workshop B: Optimizing Design to Deliver Best-in-Class Experiences

Andrew Webster - VP of Transformation, ExperiencePoint
Rick Menchaca - Facilitator, ExperiencePoint
The number one roadblock to design thinking success is organizational culture pushback. This is because the core principles of design thinking – empathy with users, comfort with ambiguity, a discipline of prototyping, and tolerance for failure – are counter-cultural to most business mindsets and organizational structures. This session explores how to assess the current organizational culture and identify actionable steps for a design-led cultural transformation:
  • Unlocking the keys to primary research and customer insight
  • Building a meaningful, holistic customer journey map
  • Identifying and ideating around pain points and moments of truth
  • Identifying who in your organization should be working on certain types of problems



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Andrew Webster

VP of Transformation
ExperiencePoint

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Rick Menchaca

Facilitator
ExperiencePoint

2:00 pm - 4:30 pm Workshop C: How to Leverage Design Thinking to Build a Culture of Innovation and Sharpen the Customer Experience Focus

Pradeep Nayar - Director of User Experience, Allstate Insurance Company
Caitlin Silverstein - Senior Program Director, LUMA Institute
Learn how to design thinking can empower everyone in your organization to be more innovative and create incredible customer experiences that deliver business impact.

Pradeep and Caitlin will open the workshop with a quick overview of how Allstate is scaling design thinking to build a culture of innovation and sharpen the customer experience focus, companywide.
 
Allstate's key goals include:
·   Deepening customer & stakeholder empathy
·   Fostering an agile mindset
·  Promoting multi-disciplinary collaboration
·  Developing innovative solutions to enterprise challenges
 
For the balance of the workshop, Pradeep and Caitlin will lead the group through hands-on human-centered design methods to consider:
·  Who in their organizations needs to apply Design Thinking in their work
·  What type of program would best fit various internal audiences
·  How to connect different design thinking activities across the organization
 
Everyone will leave with a preliminary roadmap for how to ignite a design thinking movement in their own organizations, including ways to help colleagues blossom into confident, capable problem solvers who make things better.
 
 
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Pradeep Nayar

Director of User Experience
Allstate Insurance Company

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Caitlin Silverstein

Senior Program Director
LUMA Institute

9:00 am - 11:00 am Workshop A: Ideation to Implementation: Driving Break-Through Ideas Through Customer Empathy Driving thoughtful ideation and implementation that drives transformation.


Driving thoughtful ideation and implementation that drives transformation.
Jessica Barnes - Service Design Principle, Walgreens
Design thinking has continued to grow as a tool for innovation and ideation, however new ideas fail when you fail to plan. Understanding how to solve your real problems through thoughtful ideation, user empathy, existing data, and cross-functional collaboration moves ideation from fuzzy front end, to tactical, implementable strategy, product, and service. Jessica will address steps including:
·         Framing and re-framing problems to drive thorough understanding
·         Balancing break through ideas with current business goals
·         Harnessing the power of storytelling and metrics to drive empathy 

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Jessica Barnes

Service Design Principle
Walgreens

11:30 am - 2:00 pm Working Lunch + Workshop B: Optimizing Design to Deliver Best-in-Class Experiences

Andrew Webster - VP of Transformation, ExperiencePoint
Rick Menchaca - Facilitator, ExperiencePoint
The number one roadblock to design thinking success is organizational culture pushback. This is because the core principles of design thinking – empathy with users, comfort with ambiguity, a discipline of prototyping, and tolerance for failure – are counter-cultural to most business mindsets and organizational structures. This session explores how to assess the current organizational culture and identify actionable steps for a design-led cultural transformation:
  • Unlocking the keys to primary research and customer insight
  • Building a meaningful, holistic customer journey map
  • Identifying and ideating around pain points and moments of truth
  • Identifying who in your organization should be working on certain types of problems



img

Andrew Webster

VP of Transformation
ExperiencePoint

img

Rick Menchaca

Facilitator
ExperiencePoint

2:00 pm - 4:30 pm Workshop C: How to Leverage Design Thinking to Build a Culture of Innovation and Sharpen the Customer Experience Focus

Learn how to design thinking can empower everyone in your organization to be more innovative and create incredible customer experiences that deliver business impact.

Pradeep and Caitlin will open the workshop with a quick overview of how Allstate is scaling design thinking to build a culture of innovation and sharpen the customer experience focus, companywide.
 
Allstate's key goals include:
·   Deepening customer & stakeholder empathy
·   Fostering an agile mindset
·  Promoting multi-disciplinary collaboration
·  Developing innovative solutions to enterprise challenges
 
For the balance of the workshop, Pradeep and Caitlin will lead the group through hands-on human-centered design methods to consider:
·  Who in their organizations needs to apply Design Thinking in their work
·  What type of program would best fit various internal audiences
·  How to connect different design thinking activities across the organization
 
Everyone will leave with a preliminary roadmap for how to ignite a design thinking movement in their own organizations, including ways to help colleagues blossom into confident, capable problem solvers who make things better.