Find out what happens on the day
- Day One
- Day Two
Opening Talk 09.00 - 09.30
Sponsored by:09.30 - 10.00
Designing for the Next Billion
Flipkart10.00 - 10.30
B2B eCommerce Design Opportunities10.30 - 11.00
UCD is going to get us killed!
Break 11.00 - 11.30
Sponsored by:11.30 - 12.00
Strategy by making - Designing experiences with data, insights, curiosity and a dose of imagination.
Opposite Days12.00 - 12.30
How the Hare can help the Tortoise – and vice verse
Marks & Spencer12.30 - 13.00
Experience Research for the Luxury Fashion Customer
YOOX NET-A-PORTER GROUP
Lunch 13.00 - 14.00
Sponsored by:14.00 - 14.30
How We Created Personalised Outfits for 25 Million Customers
Zalando14.30 - 15.00
Designing for AR in the Retail Space
John Lewis15.00 - 15.30
Aligning business goals with user experience
Break 15.30 - 16.00
Sponsored by:16.00 - 16.45
Putting customer needs at the centre of experience design - Hosted by Biglight
UX Design Director - Adidas
Senior Manager Product Design - Groupon
Head of Platform Product Design - Farfetch
UX Design Director - Sainsbury's
PANEL FACILITATOR16.45 - 17.3017.30 - 18.15
Using AMP to radically Improve the Web for Users and E-Commerce Companies
Opening Talk 09.00 - 09.30
Sponsored by:09.30 - 10.00
Building Successful Commerce Design Teams
Virgin Atlantic10.00 - 10.30
Redesigning our approach to drive UX change
On The Beach10.30 - 11.00
The Growing False Sense of Ownership and a Shift in Consumerism
Break 11.00 - 11.30
Sponsored by:11.30 - 12.00
Designing for Growth: Why Great User Experiences are the Best Marketing Tool
Opentable12.00 - 12.30
Seeds and Storms: Building a Successful Cross-Brand User-Centric Strategy
dnata (Travel Republic)12.30 - 13.00
Building products for partners: Mindful experimentation in a B2B relationship.
Lunch 13.00 - 14.00
Sponsored by:14.00 - 14.30
Two Steps Forward, One Step Back
Airbnb14.30 - 15.00
Use A/B testing for better product design
Expedia (Hotels.com)15.00 - 15.30
Taming the Beast: How Trainline Make Travel Wonderfully Predictable
Break 15.30 - 16.00
Sponsored by:16.00 - 16.4516.45 - 17.3017.30 - 18.15
Establishing great design in an eCommerce business
Designing for the Next Billion09:30 - 10:00 Harini Karthik
With the world of internet continuously evolving and almost every segment from entertainment to healthcare on the verge of disruption, users from emerging markets are increasingly likely to be among the users of any designer's product. Not only is the business opportunity substantial, but it's also an area in which UX can have a real impact.
The way these users are coming online is very different from what we have had witnessed in the decade before it. Most of these users enter through the world of patchy network connectivity and yet are exposed to the use of a mobile-first approach and assistive technologies. Keeping that in mind, it becomes increasingly important to build with empathy and make the users feel in control. The understanding of culturally appropriate visual cues and vernacular aid is paramount to building an experience which does not feel like a UX conundrum as your product navigates through the continents.
This is a small but somewhat fun take on sensitizing the design and product community about why removing the barriers to entry matter now more than ever and how we can open up to a whole new, massive audience by building more meaningful experiences.
3 Key Takeaways from the session
- Area of extreme opportunity and impact: Users from emerging markets ARE going to be your next users.
- Don’t assume; build with empathy for the next billion.
- Design for complexity, cost and uncertainty and yet be vivid and joyous.
B2B eCommerce Design Opportunities10:00 - 10:30 Nathan Sellars
The scale of B2B e-commerce is vast and highly valuable. Despite this, it hasn’t had the same level of design attention as that of B2C e-commerce.
This presentation looks to share over 5 years of observations and learnings taken from research around how B2B customers shop for electronics and industrial products.
The differences in product types and the ways in which they are selected and used open up many different requirements not found in the more conventional B2C experiences.
This combination of value, scale and complexities create some significant e-commerce design opportunities.
UCD is going to get us killed!10:30 - 11:00 Yolanda Martin
Has over 30 years of User-Centered Design discipline created more harm than good? As designers, we need to move on from the dictatorship of User-Centered Design to the more democratised and collaborative practice of Platform (Ecosystem) Design.
Strategy by making - Designing experiences with data, insights, curiosity and a dose of imagination.11:30 - 12:00 Mel McVeigh
Product strategy sits at the intersection of business strategy and technical implementation.
However, it is often an under-invested process on the road to scaled product development and improved commercial performance.
Done right it can unlock your business. Missed or under-invested, development teams can drift with misaligned objectives and hypotheses that ultimately do not drive business performance.
Using case studies across commerce, retail, publishing and travel; this talk will outline how we design great experiences and build competitive strategies using data and curiosity.
How the Hare can help the Tortoise – and vice verse12:00 - 12:30 Vanessa Kirby
I suspect – unlike the worlds described in text books – many of us are struggling to balance between a handful of tortoises - corporate environments, shackled by legacy systems & processes with a warren of enthusiastic Hares – lean, agile, nimble. I’ll share some work and ideas that have helped us think fast, think big & all whilst keeping the customers in focus and getting the hares and the tortoises to jog together.
Experience Research for the Luxury Fashion Customer12:30 - 13:00
In the digital landscape, understanding the customer and designing efficient experiences is mostly affiliated to pure UX Research. With a deeply emotional and tactile journey, embedded within traditions and a will to be at the forefront of innovation, the luxury customer’s experience sits beyond a traditional UX Experience. Find out how the Experience Research team at NET-A-PORTER & MR PORTER goes beyond a UX Research approach to design best-in class luxury retail experiences.
How We Created Personalised Outfits for 25 Million Customers14:00 - 14:30 Marta Ewa Skassa & Vilma Sirainen
We’ll share the story of how we began offering our customers personalized outfit recommendations, and how we approached making machine learning more human and fashionable. We’ll touch on the importance of understanding your customer and solving the right problem, a way of cheaply “faking” machine learning solutions, evaluating algorithm quality, and design principles that could apply to designing with data no matter what your industry.
Check out our speaker's profiles:
Designing for AR in the Retail Space14:30 - 15:00 Sabrina Wright
Many of us think of AR as filters used in Snapchat, Facebook and other social sharing apps. But what if we could use AR technology to solve actual customer problems? That is exactly what they're doing at John Lewis!
In this talk, Sabrina will share the research methodologies they used to identify the different customer needs and how they tested different AR technologies to meet those needs within an agile process. She'll also be discussing how they determined the commercial feasibility of implementing an MVP AR feature and the metrics they used!
Aligning business goals with user experience15:00 - 15:30 Adam Bruzon
Talk synopsis coming soon...
Putting customer needs at the centre of experience design - Hosted by Biglight16:00 - 16:45 Niall O'Kelly Greg Tariff Yolanda Martin Richard Lewis Steve Borges
The biggest brands in the world today have become what they are by consistently delivering remarkable experiences to their customers. As a consequence, customer expectations have changed forever and will continue to evolve at pace.
Join our panel of leading experts to explore the opportunities and practical realities facing brands and retailers as they seek to respond to this challenge, by putting the needs of their customers at the heart of the experiences they design.
Can retail be saved? - Hosted by Foolproof16:45 - 17:30 Steve Spyrou Yatty Wu Fabrice Khullar Natasha Kosoglov Phillip Clement
Can today’s retailers transform the industry? Or will tomorrow’s retailers disrupt the entire landscape?
In a vast and complex industry with faltering sales, technology could be the one way to entice customers back in. We could take the plunge and go fully ‘self-serve’, satisfying our customers with intuitive digital interfaces backed up with tech to boot. But, is this the answer? Will retailers be able to overcome the technical novelty and address the practicalities of the experience delivered?
Could retailers focus on creating differentiated, value-adding, customer experience which is underpinned by intimate product knowledge and an organisational structure that supports them. Or, is it simply too late in the day to go changing the way we shop.
This panel will discuss the state of play, the techniques for achieving a better tomorrow and stories from the industry to offer practical guidance on what has to change.
Using AMP to radically Improve the Web for Users and E-Commerce Companies17:30 - 18.15 Kaman Chan
In an era of mobile devices, endless apps, and a constant barrage of content and options, how do people discover what they’re looking for and decide to complete a purchase? AMP is providing powerful benefits to the world of e-commerce by enabling sellers and marketplaces to instantly provide highly interactive web experiences to drive conversions. Recently a Forrester Consulting study found e-commerce retailers using AMP saw a 20% increase in sales conversions compared to non-AMP pages, as well as a 10% YoY increase in site traffic. In this session, Kaman Chan will share how to utilize e-commerce tailored features in AMP pages, equipping you to meet customer expectations in a competitive and rapidly expanding industry.
Building Successful Commerce Design Teams09:30 - 10:00 Martyn Reding
Ownership is defined as the act or state of possessing something. But what happens when that possession becomes virtual? A $500 handbag is "collected" by a customer with the click of a mouse for the price of $0. A shift is happening... Customers actions have changed and we enabled them with power. Will you gain conversion or will customers leave items to sit in the cart of solitude. The perception of ownership is changing... has your brand?
Redesigning our approach to drive UX change10:00 - 10:30 Jenna Swire & James Ferguson
Over the course of 2018 Martyn has been building a UX team at Virgin Atlantic, from scratch. In this presentation, Martyn will share how he went about building a high performing team UX team, in an e-commerce culture. He will present a ‘warts and all’ rundown of the challenges he faced, mistakes he made and lessons he learned along the way. May contain puns.
The Growing False Sense of Ownership and a Shift in Consumerism10:30 - 11:00 Greg Tariff
How we re-thought, re-designed, renewed and re-explored our own process in order to deliver the best customer checkout experience across desktop, tablet, mobile and app whilst delivering an innovative, engaging, market leading and conversion busting solution.
How did we approach the problem?
What have we delivered and how?
What did we achieve?
Designing for Growth: Why Great User Experiences are the Best Marketing Tool11:30 - 12:00 Caroline Wiryadinata
Growing a product’s user base is not a simple task. “If you build it, they will come” is a myth. At OpenTable, growth is our product. Yes, in order to acquire new users and keep them coming back for more, we need to have great user experiences that will hook people in and keep them engaged. But first, people need to discover us.
One of the ways to be discovered is to meet people at where they are. With Search being the starting point for most of our activity online. We need to make sure that people can find us when they are trying to find answers about their next meal. The challenge is to understand what does it mean when we are designing for the search engine and how great user experiences play a key role to being discovered.
What are we trying to solve?
How are we trying to solve them?
What have we learned?
Seeds and Storms: Building a Successful Cross-Brand User-Centric Strategy12:00 - 12:30 Alberto Ferreira
The user as the centre of all corporate knowledge. A simple tenet that drives the industry forward and yet challenges so many companies that struggle with understanding their audience and make a key impact on their market.
This talk will address those challenges from a cross-brand perspective, showcasing how data and user research at dnata pushed digital transformation across the B2B (Travel 2, Goldmedal) and B2C (Travel Republic, Emirates Holidays, Netflights) universes.
Full to the brim with compelling case studies and practical advice, this talk will show how cutting-edge research technology, unconventional process migration, and advanced knowledge management allowed the dnata constellation to build a new internal narrative and delivery framework centered around the future of user experience.
Building products for partners: Mindful experimentation in a B2B relationship.12:30 - 13:00
A journey of discovery where we learned to shift from a solely data driven approach to an empathy lead experimentation, to craft products that our partners relate to and love.
Two Steps Forward, One Step Back14:00 - 14:30 Sukhada Jog
How we learned through our unintended assumptions
The travel community is immensely diverse with unique needs and sensitivities within each user group. Designing an experience that spans across this community, scales with emerging needs and bonds geographical borders can be challenging.
This talk will cover research learnings encountered when designing for a diverse community.
Use A/B testing for better product design14:30 - 15:00 Kasey Seo
A/B testing is a very useful tool that can be used to develop better product designs, rather than just evaluating marketing pages. In this talk, Kasey will share how Hotels.com systematically employs A/B testing to learn more about their customers and inform design decisions with some case studies.
Taming the Beast: How Trainline Make Travel Wonderfully Predictable15:00 - 15:30 Ashley May
Spontaneity can be exhilarating, but unpredictability can be nerve-wracking. When it comes to booking travel though, predictable can be wonderful. Last year, the Beast From the East hit European travel infrastructure hard. How Trainline responded, by putting ourselves in our customers’ (rather chilly) shoes, helped us grow and improve our product – amplifying our key customer experience principles, testing our hypotheses to serve the right information at the right time, leaning on our data science smarts… and breaking a few rules along the way.
Agile Experience Design – is it an oxymoron? - Hosted by Red Eye16:00 - 16:45 Jenna Swire Enrica Wong Stephen Hill Sophie Swindles Susanne Wraight
Agile is everywhere but the debate still rages about how well it works for Experience Design. In this panel, we will be discussing the real-world challenges & rewards of designing within an agile environment.
Being a Leader in a Product-Led Environment - Hosted by Webcredible (Inviqa)16:45 - 17:30 Christine Lanoy Sukhada Jog Fabrizio Salzano Ian Robinson Trenton Moss
This panel will explore how to excel as a leader working within a product-led environment. How do you move from practitioner to leader?
We will aim to understand the multitude of journeys undertaken and the struggle along the way, as well as uncover what it takes to 'be a leader'; the good, the bad and the ugly of the day-to-day.
How do you build, retain and inspire a successful team... what does it really take to be a design leader in a product-led environment?!
Establishing great design in an eCommerce business17:30 - 18.15 Gavin Edwards
Observations and lessons from my time at Skyscanner, learning how to work within a fast paced technology company with an incredibly complicated, global 2 sided marketplace. Bringing to bare my previous agency experience to a client-side role in order to ship high quality, quickly in a way that balances the needs of travellers and partners, as well as ensuring we run a healthy business.