2015 - delight.usdelight.us/wp-content/uploads/2015/10/2015-delight-program.pdf · Welcome to Delight 2015! Meet our emcee Dave Wieneke and learn about our time together. 9:15 –

2015

A unique gathering of designers, technologists and businesses

that care about creating experiences people love.

October 5th – 7th · Portland, OR

2

3

Table of Contents

Introduction ............................................................................... 4

Monday ........................................................................................ 6

Tuesday ...................................................................................... 12

Wednesday ............................................................................... 24

Venues ....................................................................................... 25

Partnerships ............................................................................. 26

Delight Team ............................................................................ 27

What Do You Love? ................................................................... 28

4

We’re so glad you’re here for what we (humbly) believe is our best event yet. Over the next couple of days you’ll hear from an amazing lineup of speakers who are leading their industries, from introducing design thinking to fields like healthcare and financial services to infusing joy into the workplace. You’ll also have the chance to meet and collaborate with your peers in more focused breakout huddles and workshops.

Some good things to know...

Wi-Fi Delight2015 (no password)

Social #DelightConf @DelightConf

Need a charge? There’s a charging station just inside the foyer of the Kridel Grand Ballroom.

Questions & feedback The Delight Concierge is back by popular demand. If you need anything (within reason), tweet @AskDelight and your wish will be granted.

We look forward to spending the next couple of days together!

Paul Williams & Jeff Cram, co-founders, Connective DX

P.S. We hope you enjoy every minute. If you need anything or have any concerns, just let us know!

Welcome to Delight!

Facebook.com/DelightConference Instagram.com/connectivedx

5

Meet Dave Wieneke, your emcee for Delight 2015.

Dave heads up the Digital Strategy practice for Connective DX, which helps brands evolve business and marketing models and differentiate themselves through their full digital experience. He’s a faculty member of the Rutgers Business School where he teaches mobile experience design and digital business transformation.

You can find him tweeting at @UsefulArts and blogging on the future of digital marketing at www.UsefulArts.us.

Delight is hosted by the team at Connective DX (formerly ISITE Design). At Connective DX, we design and build great digital experiences. We enable our clients to see their business from the outside in, and we build that insight into the systems we develop and stories we tell. We serve clients globally from our offices in Portland, Ore., and Boston, Mass. We’re digital specialists, working at the intersection of strategy, design, technology, and digital enablement. Founded way back in 1997 we've been lucky to partner with great organizations such as Columbia Sportswear, OHSU, Harvard University, and many more.

6

Monday, October 5th

Portland Art Museum, Mark Building (north side)

8 – 9 am Registration, Networking & BreakfastJulie & Peter Stott Foyer / Sunken Ballroom (main floor)

Enjoy a light breakfast and a little mingling while you get settled.

9 – 9:15 am Opening RemarksKridel Grand Ballroom (3rd floor)

Welcome to Delight 2015! Meet our emcee Dave Wieneke and learn about our time together.

9:15 – 9:55 am Keynote: Getting Design for Delight Into Your Organizational DNAKridel Grand Ballroom (3rd floor)

Suzanne Pellican, Intuit Close to one third of the U.S. economy flows through Intuit’s payroll, invoicing and tax software. What drove such a dominant software company to reinvent itself into a design-driven, 30-year old startup? This story begins in 2006, when Intuit found itself in a terrible position—flattening growth, terrible Net Promoter Scores, and a less than desirable innovation pipeline. Suzanne will tell the story of Intuit’s rebirth by leveraging design at all levels of the company and creating a culture of design thinkers who aim to do nothing short of delighting their customers.

7

9:55 – 10:15 am More Than a Feeling: Designing for Digital Complexity Kridel Grand Ballroom (3rd floor)

Erin Moore, Twitter Designing and building products that have a meaningful impact on people’s lives is an exorbitant amount of work. Yet products that do this successfully are the ones we return to again and again. Despite their complexity, these products make interactions with others and environments seem effortless, desirable—and even addictive. How do we as designers do the hard work of creating products that are useful and relevant? What repeatable process can we look toward to solve problems for people whose motivations and behaviors can be hard to predict? Erin will share how coaching collegiate athletics helped her understand complex systems, and how that experience still influences her daily design process.

10:15 – 10:45 am BreakGrand Ballroom Foyer

Monday, October 5th


8

Monday, October 5th


10:45 – 11:10 am Bay to Breakers: From Nothing to Something in 60 Days Kridel Grand Ballroom (3rd floor)

Golden Krishna, Zappos When Zappos became the title sponsor of Bay to Breakers, the largest footrace in North America, they faced a challenge steeper than any San Francisco hill on the course: with 60 days and 70,000 runners, do something innovative. Golden Krishna, senior UX designer at Zappos Labs, takes us behind the scenes of this 60-day sprint, showing how experience prototyping powered his team across the finish line, with an RFID-enabled self checkout system that created a faster, better experience for runners.

11:10 – 11:30 am Airbnb Environments: Belonging in the Open Plan Kridel Grand Ballroom (3rd floor)

Aaron & Rachael Harvey, Airbnb Environments Team Imagine a call center with no cubicles, no traditional desks, and no phones. What if, instead, you could design an office defined by freedom and comfort that is also an effective, functional place to work? That’s exactly what Aaron and Rachael Harvey did for Airbnb’s award-winning Portland Call Center and other Airbnb offices around the world. Agents have a work environment that’s a lot like a great Airbnb listing, bringing the experience of traveler and agent closer together—and making it easier to provide a great customer experience.

9

11:30 – 12 pm Connection Is Everything Kridel Grand Ballroom (3rd floor)

Colin O’Neill, Connective DX Digital has changed the relationship between customers and brands—calling for a new set of capabilities and tools to delight customers and grow your business. Connective DX VP of Experience Design Colin O'Neill will discuss the changing role of design (and designers) and share some of the approaches and frameworks that we use to connect design teams, customers, and organizations as we move into an age of connected experiences.

12 – 1 pm Lunch Sunken Ballroom (main floor)

Sponsored by Sitecore

1 – 2 pm Keynote: Improv, Monsters & Robots Kridel Grand Ballroom (3rd floor)

Gary Hirsch, On Your Feet Collisions often create the best ideas. This interactive, story-based session will help you see invisible opportunities, co-create with your audience, and understand how collisions (in this instance improv, art and a small robot army) can lead to delightful surprises.

Monday, October 5th


10

Monday, October 5th


2 – 2:20 pm Imagining Care Anywhere Kridel Grand Ballroom (3rd floor)

Jennifer Liebermann & Mike Holland, Kaiser PermanenteExperience the power of provocation with Jennifer Liebermann and Mike Holland from Kaiser Permanente's Garfield Health Care Innovation Center. Imagining Care Anywhere is the beginning of a conversation within Kaiser Permanente and its industry partners about how current and future technology can enable health and health care to be delivered wherever Kaiser Permanente's members live, work or play.

2:20 – 2:50 pm Break Kridel Grand Ballroom & foyer (3rd floor)

2:50 – 3:25 pm The Joy of Small Data Kridel Grand Ballroom (3rd floor)

Rachel Binx, NASA JPLHow can we create tools to view, explore and connect with our data? For the past year, Rachel has been exploring this question with her work at NASA’s Jet Propulsion Laboratory, where she’s designing and building an application for spacecraft operators to analyze their telemetry data. Outside of her day job, she’s created three companies that create custom objects from customers’ personal data, namely Meshu, Gifpop and Monochōme. All of these projects share the same goal: to create intuitive and engaging visualizations and to help users find meaning in their data.

11

3:25 – 4:05 pm Keynote: Designing Calm Technology Kridel Grand Ballroom (3rd floor)

Amber Case, Healthways Technology shouldn't require all of our attention, just some of it, and only when necessary. Calm technology describes a state of technological maturity where a user's primary task is not computing, but being human. The idea is to have smarter people, not things. Amber will cover how to use principles of Calm Technology in product design and how to manage the next generation of connected devices in our human landscape.

4:05 – 4:30 pm Wrap-up & Closing Remarks Kridel Grand Ballroom (3rd floor)

4:30 – 5:30 pm Break Quick walk over to Punch Bowl Social

5:30 – 9 pm Opening Night Party Punch Bowl Social in Pioneer Place340 SW Morrison St, Portland, OR 97204

Top things off with bowling, karaoke, arcade games and more, plus great food and drinks.

Monday, October 5th


12

Tuesday, October 6th


8 – 9 am Breakfast, Coffee & Networking Kridel Grand Ballroom (3rd floor)

9 – 9 :10 am Welcome & Opening Remarks Kridel Grand Ballroom (3rd floor)

9:10 – 9 :50 am Keynote: Magical UX & the Internet of Things Kridel Grand Ballroom (3rd floor)

Josh Clark, Big MediumDesigning for the internet of things means blessing everyday objects, places, even people with extraordinary abilities—requiring designers, too, to break with the ordinary. Designing for this new medium is less a challenge of technology than imagination. Sharing a rich trove of examples, designer and author Josh Clark explores the new experiences that are possible when ANYTHING can be an interface.

9:50 – 10:15 am Break Kridel Grand Ballroom & Foyer (3rd floor)

13

10:15 – 11:45 am How to Design Something Risky Without It Blowing Up in Your Face Portland Art Museum Mark BuildingFields Sunken Ballroom (main floor)

Dean Cookson, Virgin America Joe Stewart, Work & Co Golden Krishna, ZapposGet a hands-on, dirty, behind-the-scenes look at how similar design methodologies were used to attack two very different, very high-stakes problems. We’ll walk through case studies and explore how both teams at Zappos and Virgin America created something from nothing in record time.

• From Zappos: a bleeding edge checkout process using RFID

• From Virgin America: a redesign of their core ecommerce platforms

One project pushes the boundaries of what commerce can and will be. The other focuses on rethinking user needs for a living, breathing airline. Both are filled with the risk of catastrophic failure. But by emphasizing tight collaboration, a brute force methodology of design, and prototype after prototype, these projects (thankfully) worked out. See the work that went into these projects, walk through prototypes, and user-test a never-before-seen design for an upcoming project launching later this year (shhh).


Breakout Huddles, multiple locations

14



10:15 – 11:45 am Storytelling in the Age of IoT Portland Art Museum Mark BuildingMiller Gallery (main floor)

Tom Bennett & Derek Phillips, Connective DXWith the advent of IoT, more devices have joined the conversation online and can create, share and interact with information on the user’s behalf. Connective DX leads this conversation with an experience-first set of tools and guidelines. Participants will learn how to approach content strategy and storytelling in this new environment, including the nuances of content type. We'll also review frameworks and tools to keep complexity in check, with a focus on developing optimal experiences for users.

10:15 – 11:45 am Innovation in the Everyday University Club, Dining Room (main floor)

Paul O’Connor, Ziba DesignFrom the Nest smart thermostat to Uber’s global assault on traditional taxis, many of the most successful innovations of recent years have come from the most mundane problems. Ziba’s Paul O’Connor explains why everyday, unexamined tasks are ripe for reinvention. Citing examples from Ziba’s own work, as well as a few cautionary tales, he details the shifts in technology and global consumer expectations that have transformed forgotten corners of our lives into massive businesses. Together, we'll identify promising “mundane” opportunities and consider the principles and pitfalls of redesigning them.

15

10:15 – 11:45 am The Art of Engagement: What We Can Learn from the Dating World Portland Art Museum South BuildingStevens Room (lower level)

Lakshmi Rengarajan, Match.comDating isn’t the exclusive domain of people who are single and searching. We can all learn a lot from the singles space about the evolving dynamics of conversation and connection. Prior to joining Match, Lakshmi launched and developed Me So Far, a singles event platform designed to rethink the entire premise and objective of a dating profile. Her talk will explore conversation design, event design and configuring spaces for optimal interaction. By transferring principles from the dating world to a professional context, this huddle will get people crossing the room and talking to each other. You’ll learn how asking the right questions can elicit stories and insights rather than résumé bullet points. And finally, you’ll take away practical tools for engaging in better conversations, whether at work or after hours.



16



10:15 – 11:45 am Project Joy: Designing Delight into the Workplace Portland Art Museum Mark BuildingTrustee Room (4th floor)

Suzi Hamill & Ashwini Srikantiah, Fidelity Design TeamWhen you think about working in the financial services industry, you probably don’t associate it with the word “joy.” But at Fidelity Investments, where we strive to create new and excellent customer experiences, we have found that creating a joyful culture is paramount to what we do. Our philosophy is if we can start by creating delight for ourselves, then we can continue by creating delight for our customers.

Join Suzi Hamill and Asha Srikantiah for this highly interactive huddle to explore what “joy” could look and feel like in your workplace. Through the process of designing and making, you will come away with new skills in effective communication, collaboration, and culture building.

17

10:15 – 11:45 am The Customer Room: Grow Your Business by Improving Customers’ Lives University Club, Fireside Room (lower level)

Jeanne Bliss, Author of Chief Customer Officer 2.0 Nick Frunzi, Esri Olivia Duane, AlteryxThe Customer Room is an experience that engages and unites leaders in focusing on customers’ lives. It engages them in caring about and taking actions, and it changes how your company will and will not grow. The Customer Room establishes an accountability forum that transcends most governance meetings, where projects are reported but engaging in understanding and improving customers’ lives is not always built in.

Jeanne Bliss has been building Customer Rooms with clients around the world for more than 20 years. In this huddle you’ll hear from two of those clients, walk the walls of a draft customer room, and begin to plan and build your own version of a Customer Room, customized to your company, leaders and culture.

11:45 – 1:15 pm Lunch

Explore PortlandiaSign up for restaurants or explore on your own.



18


Workshops, multiple locations

1:30 – 4:30 pm Microinteractions: How to Design Details Portland Art Museum Mark BuildingFields Sunken Ballroom (main floor)

Dan Saffer, JawboneIt’s the small details that turn your product from one that’s just tolerated to one that’s loved. But how do you focus on details? This hands-on workshop will walk participants through the process of designing and refining microinteractions. We’ll start with an introduction to microinteractions and step through the microinteractions model that sets the structure for the workshop. We start by focusing on triggers: the manual controls and system conditions that start all microinteractions. We’ll then focus on rules, the “interaction” part of microinteractions.

After a quick break, we’ll tackle the third part of microinteractions: feedback. Loops and modes are the last part of microinteractions. We’ll talk about when to use modes and do an exercise around long loops: how to extend your product into the future. We’ll end the workshop by discussing how to incorporate microinteractions into the design and overall product process, including how to sell them to clients and internal stakeholders.

19

1:30 – 4:30 pm Prototyping Magic for the Internet of Things Portland Art Museum Mark BuildingMiller Gallery (main floor)

Josh Clark, Big MediumThe Internet of Things promises newly physical interfaces for digital systems. And what could be more magic than commanding unseen forces through everyday objects? This workshop gets you imagining and building these next-generation interfaces. You (and your customers) already have an instinctive understanding of how these interfaces should work: centuries of myth and legend have explained the way we want magical devices to work. Now we have the technology to build them.

This workshop focuses on how to adapt both thinking and techniques for this new kind of interface design. Through hands-on exercises, expert guidelines, and a rich collection of case studies and examples, you'll find out why and how you, your company, and your product fit into the internet of things. In this workshop you will:

• Prototype physical interactions for IoT interfaces

• Discover opportunities and techniques for interactions off the screen and between devices

• Learn to identify business and customer value for physical interfaces to digital systems

• Conceive new interactions that effectively turn users into wizards

• Have lots of fun in a unique, hands-on and highly creative workshop



20



1:30 – 4:30 pm Designing for the Future Portland Art Museum Mark BuildingTrustee Room (4th floor)

Kuan Yuo, EtsyMakers take pride in doing. We excel at tackling the next to-do and shipping experiences that will make our customers happy. But sometimes we are too focused on looking down at our hands making, and we forget to look up and ask questions. Will the products and companies we are passionately building still exist in 10, 20 or 50 years? What impacts will they then make in the world?

To build a future of delight, we need to be able to see it somehow. This breakout session will use meditative visualization as a tool to peek into the future, so we can not only embrace the unpredictability, but also aim to shape the future of the experiences we’re crafting now. As materials and platforms continue to evolve, visualizing the future where our products and companies exist may nonetheless make us take a necessary step back to examine why we do what we do.

21

1:30 – 4:30 pm You Are An Improviser: New Ideas from an Unlikely Source Portland Art Museum South BuildingStevens Room (lower level)

Gary Hirsch, On Your FeetYou are an improviser. You walk through life without a script (thank goodness!). Your plans shift and change, and the day that you typed out on your schedule rarely plays out in the way you imagine. Improvisers love this! They thrive in uncertain environments, collaborating in a state of constant flux and change to generate new ideas and stories.

During this hands-on session you’ll experience how improvisers create real-time, market-driven innovation by working together to create something (a story) to satisfy a customer (the audience) under extreme pressure (no time, plan or script). No experience required.



22



1:30 – 4:30 pm Culture Mapping: Making the Invisible Visible University ClubDining Room (2nd level)

Jo Carter and Esko Reinikainen, Satori Lab Tom Bennett, Connective DXWhen people talk about driving change in their organizations, the cursory analysis often ends with, “It’s a culture issue.” You know there’s a problem, you know it’s cultural in nature, but you can’t see what it is. Tackling the cultural dimensions of organizational issues often ends in an unproductive circular discussion about abstract concepts around values. We need to move beyond the abstract values-based discussion to tangible, observable, behavior-based analysis.

You’ll get a hands-on introduction to the culture mapping model developed by Delight 2014 keynote speaker Dave Gray. Together we will explore the levers—formal and informal rules, codes, patterns, processes, structures, routines, habits that form the building blocks of your organization’s cultural DNA—and expose the gap between what you think is (or should be) going on and what is actually taking place. We can then design specific discrete actions that allow us to move from the current problem state to a more desirable future state.

23

1:30 – 4:30 pm Building Healthcare Brands in the Age of the Empowered Patient University ClubFireside Room (lower level)

Torin Gilkey, Boston Children’s HospitalEric Switzer, Oregon Health & Science University Eric Park, Cambia Health Solutions Dave Wieneke & Steve Kemper, Connective DXThe healthcare landscape is changing so rapidly and dramatically, it might be better thought as a metamorphosis. This brave new world of connected consumers means patients, referring providers and others are bringing Amazon-level expectations to their health and wellness experiences. And through their social interactions with one another, they’re defining and influencing the perception of healthcare brands.

In this workshop, healthcare leaders and digital innovators from Boston Children’s Hospital, Oregon Health & Science University, Boston Scientific and Connective DX will lead us through a lively discussion on how to not only survive in the age of the empowered patient, but also build more nimble, competitive brands and thrive.

5:00 – 5:30 pm Closing Conversation & Cocktails Portland Art Museum Mark BuildingKridel Grand Ballroom (3rd floor)



24

Wednesday, October 7th

Designing for the Lifecycles of Health: A Service Design Studio

Dr. Peter Jones, Design for CareThis year’s Delight Conference also features a full-day intensive workshop for healthcare practitioners. Led by Dr. Peter Jones, author of Design for Care and associate professor at Toronto’s OCAD University, the session focuses on rethinking care and its consumers, patient-centered service design, co-creating care, and systemic design for healthcare innovation.

Tickets for this limited space event are sold out. Look for additional healthcare-focused sessions in 2016 and sign up early.

25

Delight Venues

Paramount Hotel808 SW Taylor StPortland, OR 97205

SW

PA

RK

AV

E

SW

PA

RK

AV

E

SW MAIN ST

PORTLANDART MUSEUM

(MARK BUILDING)

4 MINUTES.2 MILES

PORTLANDART MUSEUM

(SOUTH BUILDING) UNIVERSITY CLUBOF PORTLAND

SW JEFFERSON ST

SW

10

TH A

VE

SW

BR

OA

DW

AY

SW

6T

H A

VE

4 MINUTES.2 MILES

SW MADISON ST

SW SALMON ST

SW TAYLOR ST

PARAMOUNTHOTEL

PUNCH BOWLSOCIAL

Punch Bowl Social340 SW Morrison StPortland, OR 97204

Portland Art Museum1219 SW Park AvePortland, OR 97205

University Club Portland1225 SW 6th AvePortland, OR 97204

26

Thanks to Our Partners!

Event Partners

In-Kind Partners

promotional marketing agency

ClientJoyP O R T L A N D , O R E G O N

27

Connective DX Team

Annie Jones

Carmen Hill

Colin O’Neill

Damian Vander Wilt

Dave Wieneke

Derek Phillips

Guy Bourgault

Hannah Carmody

Jeff Cram

Joseph Marks

Katherine Stevens

Kevin Mackie

Laura Brown

Linda Corisdeo

Natalie Judd

Nathan C Bowser

Patrick Craig

Paul Williams

Peter Heide

Sarah Taylor

Steve Kemper

Tom Bennett

Thanks also to our Delight volunteers!

28

What Do You Love?

Write three of your FAVORITES on this page.

“Favorite what?” you might ask. Favorite anything: food, sport, guilty pleasure, etc. Write them below—and make them big. We’ll be using these at the beginning of the conference.

1.

2.

3.

29

Notes

30

31

32

2015

Documents

2015 - delight.usdelight.us/wp-content/uploads/2015/10/2015-delight-program.pdf · Welcome to Delight 2015! Meet our emcee Dave Wieneke and learn about our time together. 9:15 –