Renee Anderson Acting Lead, Insight and Design, Veterans Experience Office
U.S. Department of Veterans Affairs
The best part of Renee’s career in user experience strategy has been integrating into a collaborative team of subject matter experts, design thinkers, technical wizards and end users to solve chewy problems. She works with a wide variety of clients, industries and projects; in digital interaction and in face-to-face interaction and the merging of the two; from individual to social to community to systemic. She loves diving into any given problem, debating, sketching, accommodating, and emerging with viable and creative solutions that can actually be implemented, not just theorized. As a result of her experience with a broad range of industries and roles doing such work, she has become an excellent communicator (and in some cases, persuader). While many might perceive a project’s solution and associated ROI as being the ultimate measure of success, Renee has found collaborating with key decision-makers, exposing them to a user-centered design process, and leading teams towards consensus during this process is an equally important measurement.

Day 1: Pre-Conference Sessions

11:30 AM Workshop B: Optimizing Service Design to Deliver Best-in-Class Experiences

Given that 80% of US GDP is comprised of services, investment in experience delivery at every customer touch points is critical. Though product and service development are rooted in similar discipline, you must fully understand process nuances in service design and tailor your organization accordingly. Jeneanne Rae, Executive Director, Design-Led Innovation for Deloitte Monitor and founder of the Design Value Index, will lead you through the ideal process for service design, including interactive exercises in:
  • 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
  • How to make service design decisions based on the right blend of data and intuition

(lunch provided)