WHEN \ 15. October 2019
WHERE \ Graz City of Design, Austria
Our Vision \ CX is more than known standard
Discover how the world’s most lateral thinkers from different areas create breakthrough experiences by uncovering unique and actionable insights.
As diverse as every single experience are the tools in CX supporting the designer in their strategic planning. Build your network and connect with your peers in a hands-on way you’ve never before experienced.
Johannes Robier, has completed his studies in information design at the FH JOANNEUM in Graz in 2004. He was an employee in the global headquarters of Siemens Usability in Munich. He worked for „evolaris research Lab” as User Experience Analyst. After that he founded youspi Consulting GmbH which is specialised on the services Usability, Customer Experience & Service Design. He earned the Customer Experience Management Certificate which provided him with a broader look on customer-specific corporate development. Since then he has been participating as a lecturer at various conferences for Usability & User Experience on a national and international level. Since 2010 he is a lecturer at the Campus02 for Usability & Service Design. In 2013 he got the Certified Professional for Usability and User Experience (CPUX) – F (2013).
A reflective practitioners of design thinking focusing on user experience and service design in the greater China area. Lectured more than 100 design thinking or UXSD workshops both at school and in industry. Won more than 20 international awards, including iF, Red Dot Best of Best, CHI SDC Gold award, UXPA UX Gold Award, SDN Gold Award. Published 3 journal papers, 8 book chapters, 32 conferences papers for the last 5 years.
Head of Experience Design
Group Vice President Customer Experience & Innovation
Free food & drinks \
Enjoy for free Lunch, tea & coffee, snacks, and soft drinks throughout the day.
New collaborations \
Benefit from insights and knowledge from around the globe.
How to think strategically and put experience in organisation planning.
No hot air \
Not just listen, take action. Engage in 3 hands-on master classes.
Opening & Welcome
At the end of the Keynote you will learn how to self assess and leverage the CX Leadership Skills for Transformation.
Adding business value through story mapping
This speeches will provide some insights for improving customer experience for future competitiveness based on cases study of Chinese major service design companies.
Three cases for improving customer experience are discussed. First, combining both brand value and user experience could result in a new customer segment in the existing markets from the case of first high-quality Chinese tea brand for the new generation. Second, better utilizing the synergy of multiple channels could significantly increase the customer experience for traditional markets from the case of new traveling service. Third, using quantitative measurements to effectively improve the experience along the customer journey could better understand the direction of improving customer experience for the clients.
I will use case studies from my years designing Disney attractions to show how direct user input is used to shape and adjust the guest experience both during design and after opening.
The KANO Model tells us to change the habit of an experience to keep it alive. To achieve this the Magic Map shows you 24 different possibilities to design an experience. In this hands-on tool workshop, you will get three different use cases: Theme Parks, Product Design, Online Experience. You will learn which elements you can use to change the experience to keep it alive.
Extend your stay. Visit the World Usability Congress the international premier user experience design conference.
When\ 16. & 17. October
Where \ Graz City of Design, Austria