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Robin Beers SVP and Head of Customer Experience Insights - Wholesale Internet Services
WellsFargo


Day 2: Main Conference

8:45 AM EXECUTIVE PANEL - From Good to Great: How to Pivot an Organizational Mindset Toward Human-Centered Design

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:
  • Assuming holistic ownership of the experience design process
  • Appointing a strategic design champion in the organization
  • Organizational restructuring to challenge silos and political structures
  • Challenges and lessons learned in the cultural transformation process
  • Sustaining momentum in human-centered design