Customer Experience is tackling bigger challenges worldwide. In New Zealand, the ‘Result 10’ team is working to make it easier for people to deal with government online. How do you set out on a task like that, what do you prepare for? We’ll talk about customer-centricity in a complex environment.

Startups are peculiar and how UX fits in (if indeed, at all…) is nebulous. Hilary will share her insights and approaches, failures and successes when working in this strange frontier.

Visualization is the method to represent abstract data or idea as graphics that can aid in understanding the meaning of such data or idea. A number of practical methodologies can be used in represent data, ideas, information in easy-to-understand visual formats in daily work and life. For example, presentation slides, infographics, and UI design all make communication significantly efficient.

If Customer Experience is one of the most important aspects of contemporary corporate strategy and increasingly necessary for survival, why is it also one of the most misunderstood? And if innovation is recognised as the best way to create market leadership and generate long-term value, why do complex organisations struggle to attain it?

Steve will introduce the War Stories project, an archive of stories about contextual user research and the inevitable mishaps that ensue. He will highlight some of the patterns these stories reveal and suggest some takeaways that this treasure trove of bizarre, comic and tragic experiences point to.

Financial services innovation is exploding in London however; there is the emergence of a two-speed innovation culture where banks and start-ups work together and against each other in an uneasy and sometimes volatile partnership. This talk shares the most exciting directions from the big smoke but also looks at the huge opportunities for the experience design skills of idea connection, cross-disciplinary action and collaboration. Find out how what you know is more valuable than you think…

Based on our recent project Booksy – booking local services on mobile – I’ll share our experiences with designing the local business onboarding process, done in a mobile first approach.

Uncertainty plagues user experience, and constantly in the world of deep research emerging as technology solutions for real world problems. While I don’t have any definitive answers on how to capture and represent uncertainty, I have the start of a framework for reference and a couple of examples.

Executive commitment to improving customer experience is an essential ingredient for success, but is often the greatest challenge for CX teams. We’ll share how 15 minutes and an iPad can be the key to send Executives through a ‘one-way door’ to lock-in their support for CX once and for all.

In a world of touch screen this and mobile that, why aren’t we as user experience practitioners rocking minority report style software for our research and design activities? This short talk aims to cover off some of the solid reasons why we use old-school techniques but also challenge us as a profession moving forwards in this digital age.