In this talk, I'll be describing some of our recent research on Passenger Experience in airports. I'll show some of the ways we make sense of the complexity of service, from how we investigate it, to how we describe and model it.

The future of design is everywhere the customer touches our product or service – digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices. In this session, Samantha will provide specific recommendations for designing successful cross-channel experiences.

What is the future of shopping? Will consumers research, browse and purchase as they go about their daily routines? Just as we have seen GPS allow us to navigate in real time, smartphones are allowing consumers to gather information and make purchasing decisions with the same ease. But how well do these devices and virtual experiences work with our current retail landscape and how can digital user experiences begin to influence these environments? Based on research done with consumer using smartphones in Best Buy stores we can begin to explore the impact of these devices not only on how we shop but on how these spaces may begin to change to accommodate consumer behavior.

Increasingly, designing effective mobile interactions requires companies to think about how they can create connected, contextual, and conversational services in a consistent yet device appropriate manner. Here we present our recent work and lessons learnt developing a strategic design framework to span 1ft, 2ft and 10ft contexts.

The talk discusses challenges for designing the user experience of applications beyond the desktop or mobile screen. It draws on research projects from this realm and a case study, where we designed a public display showing the household's energy usage, for which we introduced chalkboards as a new prototyping technique.

Using the FlavourCrusader mobile application prototype as a case study, this presentation considers: how social technologies can assist in achieving sustained changes in people's food habits; design approaches for sustained behaviour change; and rapid testing and research techniques in a group testing environment.

Usability testing is our training ground. It's where we hone our skills - through bitter experience. Speaking of bitter experience, Matt and Shane have a presentation again this year. To help you avoid the same mistakes yourself, we'll attempt to make every possible testing mistake in a live usability test.

How to overcome badly managed change? How about treating the entire change process as a designed user experience? This case study with a difference will illustrate design principles applied to creating a positive user experience in the introduction of new ways of managing business information.

Learn why gamification usually sucks and how you can really put the heart and soul of game design into designing experiences. Use game mechanics to make your products more engaging, but don't go too far

The EchoViz team will discuss the challenges of working in a surgical environment as researchers and UX designers. They will offer practical advice and engaging stories as they tell you why this is the most exciting and meaningful place for user experience designers to work.