Event Program

E IE X P E R I E N C E I N N O V AT I O N

C O N F E R E N C E

dmi: Presents

program

instill creativity, unlock the

future

Technology innovation has propelled us into an era of creative disruption

that has challenged every business, and organization to continually refresh their

role in society and business.

New devices, new modes of interaction and new channels

continually challenge us to deliver the best possible experience in every media,

product, service and retail interaction. The ultimate winners are connected consumers, who have a plethora of choices to manage

their personal and business lives…and continue to expect more from the brands

they engage with.

Hear critical perspectives on the complexities, challenges, and approaches to creating effective customer experiences from leading practitioners including Don

Norman, Dan Saffer (Smart Design), Shelly Evenson (Fjord), Amy Cueva (Mad*Pow) and Kerry Bodine (Forrester Research).

innovative thinkers & doers

innovation spotlight

Learn from the experience of business and design managers from Fidelity,

Nordstrom, Zipcar, National Public Radio, Microsoft, Hyatt, and more who are

fearlessly blazing innovation trails to create the product and service experiences

of the future.

8.00

9.00

9.15

10.00

11.00

11.30

12.00

12.30

Conference Check-in, DMI Cafe

Welcome & Opening Remarks

Keynote

Creative Confidence: The Workshop

Break

Falling in Love with the Problem:

Design Thinking @ Fidelity

Problem/Practice Panel

Lunch

tuesdaynovember 5

morning

1.3 0

2.00

2.30

3.00

3.30

4.00

5.00

5.30

6.30

Design Thinking, Human-Centered

Design and the Constraints of Business

From Transaction to Relationship:

Inside the Hyatt Journey to Become an

Experience Driven Organization

Education

Break

Addressing Unmet Needs in Healthcare

Behavior Change

The Future Radio Experience

Dark to Delightful: How a Decrepit Jail

Became a Luxury Hotel

afternoon

Michael Westcott DMI

Brian Gillespie Continuum

Don Norman Co-founder & Principal, Nielsen Norman Group

IDEO Fellow

Michael Hendrix IDEO

Fred Leichter Chief Customer Experience Officer, Fidelity

Kara Miller

Anne Asensio

Dan SafferDirector, Interaction Design, Smart Design

Randall Stone Senior Partner, Director Experience Innovation,

Lippincott

day onespeakers

Jeff Semenchuk Chief Innovation Officer,

Hyatt

Amy Cueva Founder and CXO, Mad*Pow

Dustin DiTommaso

Aaron Graves

Steve Mulder Director of User Experience & Analytics,

NPR Digital Services

Denise Korn Principal, Korn Design

Gary Johnson Principal, Cambridge Seven Associates, Inc.

wednesdaynovember 6

8.00

9.00

9.15

10.00

10.30

11.00

11.30

12.30

Morning coffee & Networking

Welcome Day 2

How To Profit From The Outside-In

Perspective On Customer Experience

Activity

Break

9 Key Steps to Designing Great

Experiences that Delight & Deliver

Service Ecosystems

Lunch

morning

1.30

2.00

3.30

4.00

4.30

5.00

5.00

5.45

Innovation Spotlight

Activity

Break

The Journey from Technology to

Experience

Living Service Worlds

Addressing Unmet Needs in Healthcare

Conference Wrap Up

Closing Reception

afternoon

day twospeakers

Michael Westcott DMI

Brian Gillespie Continuum

Kerry BodineVP & Principal Analyst, Forrester Research

Lesley MottlaExecutive Vice President, Product & Member

Toby Bottorf

Tom Boates

Ryan RosensweigDesigner, Open Innovation Coordinator, Nordstrom

Marius Grigoriu Lab Manager, Innovation Lab, Nordstrom

Surya Vanka Director of User Experience, Microsoft

Shelley Evenson Director of Organizational Evolution, Fjord

we look forward to

unlocking the future with

you!

dmidesign management institute