Driving Sustainable Growth and Competitive Advantage through Human-Centered Design

April 14-17, 2020

Hilton Austin, TX

Lisanne Norman

Director of Design Thinking Visa

Why Lisanne?

Lisanne is a passionate and highly curious learner who is always eager to explore new and interesting topics. She holds a PhD from Harvard University in African & African American Studies and Social Anthropology. While she initially thought she would immediately pursue an academic career, she has found herself working in the wonderfully fascinating world of user experience research at various tech research firms and companies. Over the past three years, Lisanne has become very adept at using the qualitative research skills she learned in graduate school to design and lead numerous research projects including a year-long journey mapping investigation into everyday personal computer usage. She has used many different research processes including: diary studies, contextual and in-depth interviews, surveys, usability testing, design thinking workshops, and use cases to name a few. So far in this journey she has worked with Sentier Strategic Resources, Dell, and currently she is a Director of Design Thinking on the Customer Experience team at Visa. Helping to create human-centered design solutions motivates her on a daily basis.

In her free time she likes to continue her study of Black history, drink wine and craft beer, cook healthy delicious meals, and watch European serial dramas. 

Agenda Day 2

Wednesday, April 17th, 2019

4:05 PM The ROI of Customer Empathy

Because empathy is a soft skill, it can be difficult to measure its impact in terms of tangible outcomes. Therefore, in organizations that are typically more rigid, analytical, and risk adverse, there can be a need to prove the value of empathy in ways that resonate, especially when other factors such as safety or cost savings are considered more important. Let’s look at ways to measure and elevate the importance of effective ROE, the Return-on-Empathy.
 

Check out the incredible speaker line-up to see who will be joining Lisanne.

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