It's 1989. There's no internet. No mobile phones. You want to book a flight. How do you do it? By looking at 'how things used to be' we'll explore the impact the digital & technological worlds have had on how people interact with, and what they expect from, service providers.

Your sister has had another baby. Nice. Now you've got a dilemma. If you go to your favourite ecommerce website and buy her that little set of onesies, you'll never hear the end of it. Because every time you come back to the site, you'll be besieged by bodysuits, blankets and tiny, reversible hoodies.

Life happens offline but increasingly our interactions take place online. By looking at Ocado, the world's largest online grocery retailer, we can examine how this service-driven model ties together what happens on the touch-screen to what takes place on the warehouse floor in order to deliver one seamless experience.

There's more to measuring success than analytics. There. I said it. How can we define success in a way that doesn't restrict design? I'll share some observations on challenges, pitfalls and success, using examples of measuring experience design at Vodafone.

Albert Einstein said 'We can't solve problems by using the same kind of thinking we used when we created them.' So where does the new thinking come from? I'll share a very strange experience whereby I gave away the tools, became a participant and let everyone be the facilitator.

Design teams use 3 things all the time bluetac, postits and sharpies. We're forever segmenting bluetac into the right sizes and sticking it onto paper. This should be easier, sexier, smarter and way cooler. Wait! a solution is at hand – follow the production journey of the world's first Bluetac Gun.

Often the most obvious assumptions about users turn out to be wrong. This talk uses a case-study to consider how a brief but comprehensive research phase helped challenge obvious-seeming business – and designer – assumptions about the needs of students.

Now your apps can see, hear and feel! Digital sensors are flooding through our daily life and this is one of the key challenges UX practitioners face over the next 2-5 years. Rob will explore how you can use these new streams of sensor data to create dynamic new experiences.

In 2006 Air New Zealand set out to redesign the long-haul flying experience. In 20010, they unveiled the Skycouch, the world's first lie-flat economy-class bed. This story is one of world-class innovation, inventive design research and old fashioned hard work.

Designing experiences for web for the desktop environment is something many of us have been doing for a while. Toss in mobile, sprinkle that with some social integration, a native app or two and things suddenly start getting a bit more interesting. How do you approach this always moving target of multi-device, multi-context & often multi-role?