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.
Menschen, Unternehmen und Gesellschaft schreiben sich gerade neue Regeln. Techno-logie ist nur ein Teil davon.
Andreas Hladky studied philosophy, psychology and cultural anthropology and founded point of origin - the first Austrian consulting agency specialized on digital transformation - in 2008. Due to his expertise in digital transformation and customer experience he is consulting national media outlets like “der Trend”, “die Presse”, “ProSieben”, “ORF” and many more on a regular basis. His main topics concern the impact of digitalization on industries, companies, society, environment and politics.
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
Tim Scanlon will share insights from ABB’s new Customer Experience & Innovation Team. Located at ABB Headquarters in Zurich, with globally distributed resources, the team works closely with ABB customers using a business-value led exploration and co-creation approach. Together with customers, the team explores opportunities to pragmatically unlock value across the customers’ entire value chain through digitalization.
- Driving successful customer co-creation at scale.
- Making it tangible to build understanding.
- Transforming digital innovation with customers.
In the workshop on CX leadership you will map your own strengths and potentials as CX leaders. Based on insights of Forrester trend research and multiple years of experience in consulting - Andreas Hladky will challenge you and support you to find new ways to empower your business with CX leadership.
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.
Story Mapping is a highly collaborative method that uses visual thinking and aims at establishing a shared understanding in a cross-functional product team.
It’s not just another mapping method. I believe that it is one of the best ways to bring the different “worlds” of design, development and business together during a product development process.
Storymapping puts motivation and behaviour of the user front and centre. By using the story arc, from exposition to resolution, we are visualising a natural process that is understandable by everyone. You could say it’s user-friendly. We are all deeply aware of this structure. It suffuses our culture through film and advertising. Our subconscious absorbed this story arc.
One important aspect of this process is that it can help build empathy with the potential user. It gives us a window into the user’s world, to learn about their potential difficulties and latent needs to explain their behaviours.
Renowned psychologist Jerome Bruner argues that stories provide a means of structuring and reflecting on our experiences. It is an appropriate tool that allows us to organise our stream of ideas and experiences, order them and work out meaning in our design flow.
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